FAQs

Shipping & Delivery

  • US Domestic Shipping: Your order will typically arrive within 7-10 days from the date of shipment. Orders are processed for our East Coast fulfillment center and ship within 1-2 business days of purchase.

    Tracking Information: Once your order ships, you'll receive a tracking number via email so you can monitor your package's progress and estimated delivery date.

    Please note: Delivery times may vary during peak seasons, holidays, or due to unforeseen shipping delays. Business days exclude weekends and holidays. We currently ship within the United States.

    Questions? Contact customerlove@patchology.com for help with payment options.

  • Shipping rates can vary depending on your region and are calculated at checkout. You'll receive free standard shipping on all US orders $35+.

    Here are the full details of our Shipping Policy.

  • Yes! We offer free standard shipping on all U.S. orders of $35 or more (after discounts and before taxes). Orders under $35 ship at a flat rate, and we currently ship anywhere within the United States.

    For the fastest delivery, you can also choose expedited or express shipping at checkout.

  • Shipping Options at Checkout: Once you enter your shipping address, you'll see these options:

    Standard Shipping

    • FREE on US orders $35+ (otherwise $5.95)
    • Delivery in 5-7 business days

    Express Shipping

    • $9.95 flat rate
    • Delivery in 2-3 business days

    Important Notes:

    • Shipping options appear after entering your delivery address
    • Business days exclude weekends and holidays
    • Express shipping only expedites transit time – orders still require 1-2 days processing

    Already Placed Your Order? Unfortunately, we cannot change shipping methods after an order is placed. Contact customerlove@patchology.com immediately, and we'll try to cancel your order so you can reorder with expedited shipping.

  • Order & Shipping Updates:

    Order confirmation - You'll receive an email immediately after placing your order

    Processing - We'll prepare your order within 2-3 business days (excluding weekends and holidays)

    Shipping notification - Once shipped, you'll automatically receive an email with your tracking number

    Delivery updates - Opt-in for text messages to get real-time delivery notifications

    Order Tracking: Track your package anytime by entering your tracking number here > or check your order status directly from your account dashboard.

    Stay Connected: Add customerlove@patchology.com to your email contacts to ensure you receive all shipping updates and don't miss important delivery notifications in your spam folder.

    What to Expect: Your shipping confirmation will include your tracking number, estimated delivery date, and a direct link to monitor your package's journey to your door.

  • Where We Ship:

    • United States: Shop at patchology.com
    • Canada: Shop at patchology.ca
    • United Kingdom: Shop at Amazon UK and patchology.co.uk
    • Europe: Available through Sephora Europe
    • Australia: Available through Mecca

    Important for International Orders: Orders must be placed on your country's specific website for local shipping rates and faster delivery. We cannot ship internationally from patchology.com.

    Shop Locally Without Shipping:

    • Europe: Sephora stores and sephora.eu
    • UK: SpaceNK stores and spacenk.com
    • Australia: Mecca stores and meccabeauty.com

    Need Help? For country-specific questions, contact: customerlove@patchology.com

  • First, check with neighbors and building management, as packages are sometimes misdelivered. Wait 48 hours as carriers occasionally mark items delivered early. If still missing, contact us at customerlove@patchology.com with your order number and we'll file a claim and help you with a replacement.

  • Yes! We make gifting easy. During checkout, you can enter separate billing and shipping addresses. Simply uncheck "Same as shipping address" in the billing section to add a different billing address.

    Sending a Gift?

    • Enter the recipient's shipping address
    • We'll include a packing slip without prices

    Multiple Shipping Addresses? To send items to different addresses, you'll need to place separate orders. Each order $35+ qualifies for free shipping.

    Important Security Note: For first-time orders with different billing/shipping addresses, we may contact you to verify the purchase for fraud prevention. This typically adds 1 business day to processing. We will contact via phone or email at customerlove@patchology.com.

  • If your order is returned to us due to an address problem, simply send an email to customerlove@rarebeautybrands.com. We’ll monitor the return and, once we have it back, we’ll reach out so you can confirm an updated address — then we’ll resend your order to the updated address.

  • If you've already placed your order, email customerlove@patchology.com immediately with:

    • Your order number
    • "ADDRESS CHANGE" in the subject line
    • The correct shipping address

    Important: We process orders quickly, so we cannot guarantee address changes. Once your order enters fulfillment, we're unable to modify the shipping destination.

    What Happens Next:

    • If we catch it in time: We'll update your address and send confirmation
    • If already fulfilled: We'll provide tracking so you can try to intercept the package with the carrier
    • If the package is returned to us: We'll reship to the correct address at no charge

    Pro-Tip: Double-check your shipping address before completing checkout. You can save multiple addresses in your account settings to avoid mistakes.

Orders

  • Single Payment Requirement: Our checkout system requires one payment method per order. We cannot split payment across multiple credit cards for security reasons.

    Accepted Payment Methods:

    • Credit/Debit Cards: Visa, Mastercard, American Express, Discover, Diners Club, JCB
    • Digital Wallets: PayPal, Google Pay, Amazon Pay
    • Buy Now, Pay Later: Shop Pay Installments

    Want to Split Your Payment? Try these alternatives:

    • Shop Pay Installments - Split your purchase into 4 interest-free payments
    • PayPal - Link multiple funding sources to your PayPal account

    Placing Multiple Orders: If you need to use different payment methods, consider placing separate orders. Orders $35+ qualify for free shipping, so you can split larger purchases without extra shipping costs.

    Questions? Contact customerlove@patchology.com for help with payment options.

  • Subscribe & Save Benefits:

    • Save 10% on every order
    • Free shipping on all subscription deliveries
    • Early access to new products and exclusive launches
    • Flexible management - add products, skip, pause, or cancel anytime

    How It Works:

    1. Choose your products and select "Subscribe & Save"
    2. Pick your delivery frequency (every 30, 60, or 90 days)
    3. Enjoy automatic deliveries - never run out of your favorites
    4. Manage everything in your account dashboard

    You're Always in Control:

    • Change frequency: Adjust delivery timing to match your needs
    • Swap products: Try something new or add items
    • Skip a delivery: Going on vacation? Skip with one click
    • Pause or cancel: No commitments, cancel anytime before your next billing date

    Email Notifications: We'll keep you informed with:

    • Reminder email 3 days before each order is processed
    • Order confirmation with billing details
    • Shipping confirmation with tracking

    Important Details:

    • Discount applies to all future subscription orders
    • Credit card is charged when each order is processed
    • Changes must be made 24 hours before your next billing date
    • Cancellations apply to future orders only (current processing orders will still ship)

    Need Help? Manage your subscription in My Account.

    Learn More About Subscriptions >

  • Access your account dashboard to view order history, track shipments, and update your information. You can check your order status anytime without logging into your account. For subscription orders, visit your subscription portal to manage delivery schedules, pause shipments, or update products.

  • We're sorry this happened! Please email customerlove@patchology.com within 48 hours with your order number and photos of the damaged items and packaging. We'll send a replacement or issue a full refund as soon as possible.

  • We apologize for the error! Email customerlove@patchology.com with your order number and photos of the incorrect items. We'll expedite the correct products to you at no charge.

  • Yes. Just select the amount of loyalty points you want to redeem at checkout.

  • You’ll get an email at every step — when your order is placed, when your payment goes through, and once your package ships (with tracking info included!). You’ll also receive a delivery confirmation so you know exactly when your order has arrived. Each message includes your order details and contact info in case you need a hand.

Returns & Refunds

  • Our Satisfaction Promise: We want you to love your Patchology products! If you're not completely satisfied, we'll make it right within 30 days of delivery.

    Start Your Return: Contact our Customer Love team:

    • Email: customerlove@patchology.com
    • Phone: 888-243-0646
    • Include your order number and reason for return

    Return Process:

    1. Pack items in original packaging if available. Be sure to include your order number, name, shipping address, and contact information with your package. 
    2. Drop off at any shipping location
    3. Refunds are processed within 5-7 business days of receipt

    What We Accept:

    ✓ Products purchased at www.patchology.com 

    ✓ New, unopened products - full refund

    ✓ Products that didn't meet expectations - full refund minus shipping

    ✓ Gently used products (less than 25% used) - partial refund

    Important Details:

    • Returns accepted within 30 days of delivery
    • Original shipping charges are non-refundable
    • Gift purchases can be returned for store credit

    Purchased Elsewhere? This policy applies only to patchology.com orders. For products purchased from other retailers (Sephora, Ulta, Amazon), please contact the retailer directly for their return policy.

    For complete details, see our Refund Policy.

  • Our Refund Timeline:

    • Return received: We'll email confirmation within 24 hours
    • Inspection & processing: 2-3 business days
    • Refund initiated: Immediately upon approval
    • Funds available: 5-10 business days depending on your bank or credit card

    What to Expect: Once we receive your return, we'll inspect items and process your refund within 2-3 business days. You'll receive an email confirmation when your refund is initiated. While we issue refunds immediately on our end, most banks take 5-10 business days to post the credit to your account.

    Refund Method: All refunds are issued to your original payment method:

    • Credit/debit cards: 5-10 business days
    • PayPal: 3-5 business days
    • Shop Pay: Automatically adjusted on your payment schedule

    Haven't received your refund? If it's been more than 10 business days since your refund confirmation email, please check with your bank first, then contact us at customerlove@patchology.com with your order number.

  • When an order does not include free shipping, all shipping costs (including the return shipping) are handled by the customer.

Gift Cards

  • Add a digital gift card to your shopping cart and check out as you would with any other purchase. You’ll receive an email with the e-gift card that you can forward to the recipient.

  • Check your junk or spam folder for our email for the subject line: Patchology (Dollar amount) gift card. Add customerlove@patchology.com to your email contacts. Search your email for customerlove@patchology.com. 

    If you still need assistance please contact us.

  • Gift cards may not be returned, canceled, or redeemed for cash except as required by law. Gift cards never expire and do not have service or maintenance fees.

  • For balance inquiries email  customerlove@patchology.com

  • If the gift card is lost or stolen, it can not be replaced, so take good care of them. Gift cards never expire and do not have service or maintenance fees.

Payments & Safety

  • Your security is super important to us. All payments are processed through secure, encrypted systems, so your personal and payment details stay protected. We never store your full credit card information.

  • Manage your email and SMS preferences when placing your order. Choose to receive order confirmations, shipping updates, delivery alerts, and promotional offers. You can opt-in to text notifications for your order on the tracking page. If you would like to update your preferences, click on the footer of any Patchology email or contact us at customerlove@patchology.com for assistance.

  • We accept all major credit cards, including Visa, Mastercard, Discover, and American Express. You can also check out quickly and securely using Amazon Pay, Google Pay, PayPal, Shop Pay, or Afterpay for flexible payment options.

  • We accept payments from major credit card companies like Visa, Mastercard, and American Express.

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