Thank you for your interest in Sobaré Beauty All Natural Mineral Cosmetics and Organic Skin Care. Your satisfaction is extremely important to us and we will be answering any questions, shipping and customer service issues or concerns you may have very shortly. In the meantime, here are some answers to our most common questions.
Q: How do I receive my rebate or discount for my order, can you take it off my invoice?
A: Shortly after you make your PayPal payment, you will receive a My Store Rewards program invitation by email. It is important that you opt in to the program to receive your rebate. Once you opt in, the rebate is credited to your PayPal account within 48 hours. Any subsequent purchases made through us automatically qualify for the rebate.
Q: I want to order, but I’m unsure of my skin tone.
A: Click Here: Foundation Color Charts
Q: I received my kit, but need additional directions on how to apply, can you help?
A: Click Here: Application
Q: Do you combine shipping?
A: Yes we do! Each additional item purchased is only $1.00 to ship. EBay’s calculation system is often wrong. Please email us for a revised invoice.
Q: The tracking number only says the USPS was electronically notified, where is my order, did you ship it?
A: All USA orders are shipped USPS First Class with Delivery Confirmation. USPS does not offer an actual tracking system and updates the information on their website at the time your package is scanned for delivery. Please notify us if it has not been received in 10 business days from the date of shipment and we will reship another to you a.s.a.p. International customers please contact us after 21 business days.
Q: This is a gift, can you ship it to my friends address.
A: Absolutely! Please notify us through eBay “Ask Seller A Question” of any changes that need to be made.
Q: I bid on the wrong color for my kit. Can I request a change in foundation color, or different blush?
A: Absolutely! Just please make sure to send us an email through eBay “Ask Seller A Question” with your special request. We will place a note of the changes with your order and switch it accordingly for you. We can not guarantee any changes in a separate email.
Q: I paid through PayPal by eCheck, why hasn’t my order shipped yet?
A: Your eCheck probably hasn’t cleared yet and you can check the status by signing into your PayPal account. Your order will be shipped with 2-3 business days of your eCheck clearing in PayPal. Once your order is in the mail, you’ll receive a shipping notification from us.
Q: I thought I was getting Bare Escentuals when I bid on my item.
A: We are not affiliated with Bare Escentuals products. By customer request we do sell some kits with a BE DVD. Some people really like the video instruction. We do not sell in the Bare Escentuals category and clearly state our cosmetics are not the brand seen on T.V. We do however request you ask any questions prior to bidding and we do take returns on unopened merchandise if you are not happy with what you received.
Q: I would like to pay using a credit card and not PayPal. How do I do this?
A: Please go to www.ebayauctionpayment.com and enter the requested information. Please note that if you purchased multiple items, you must pay for each one individually.
SHIPPING & PAYMENT INFO:
Product is usually shipped within 2 to 3 business days after confirmed payment (please see below for info on clearing periods from certain payment options) is received.
- Winner pays all shipping and handling charges via USPS First Class to the U.S.* in our padded envelope. Optional insurance is extra. USPS First Class USA mail may take more than a week to arrive. USPS FIrst Class International may take 30 days.
- Or we can send via USPS Priority 2-3 days to the U.S.* with delivery confirmation in a sturdy Priority box. Optional insurance is extra. Please note USPS Priority takes average 2-3 business days to deliver. It is not a guarantee.
- If you like, we can send via USPS Express Mail which is guaranteed to deliver next-day and second-day. Rate is about $20 but please e-mail us BEFORE bidding if you'd like that option.
- We cannot be responsible for lost or damaged packages. If you have recently changed your address in eBay, please email us to confirm we have your new address.
- We cannot be responsible if USPS makes a mistake with delayed shipping which we cannot control.
- USPS shipping is probably the most cost effective for our customers. It is over 99% reliable and is chosen by most eBay sellers as their preferred shipping method.
PLEASE NOTE:
We are full-time eBay sellers and most of your emails will be replied within 24 hours. In case you did not get a reply from me, please check any spam or junk mail folders you may have set up. Please also check and update your email filters, and update your address book or "whitelist" in order to ensure that future emails from us are not mistaken for spam. If you reside on a corporate network or your email service providers have implemented an automatic filtering system, please ask your network administrator or service provider to perform this operation.
FEEDBACK POLICY:
Ebay recently changed their feedback system and it's quite confusing. Please keep in mind that while all of us believe a 4 ***** star rating is exellent, ebay considers this as a sign that we need to improve. A buyer who leaves a 1 * or 2 * rating will drastically lower the star rating.
While we maintained a 99.9% feedback rating on eBay for years, eBay recently converted all Neutral ratings to Negatives. This of course has had a profound effect on our feedback %. EBay plans on correcting this and reverting back to the old system when Neutrals did not have a point value (-) or (+). Yippee for this one, eBay!
Please know that if you’re not happy with your purchase from us, please email me before leaving negative feedback. I'm very easy to deal with and am always willing and ready to address your concerns. In our experience, 99.9% of all negative feedback we've ever received, have been from buyers who never contacted us with any concerns! This still amazes me!
We automatically leave all of our customers POSITIVE ratings at the time their payment has been received.
RETURN POLICY:
We offer a refund within 3 days after shipment arrives if you are not happy with your purchase from us. Please keep in mind that all returned item(s) must be in the same condition you received it with the original packaging and seals. All returned items incurr a 20% processing fee. Please understand that our shipping and handling fee is not refundable. Buyer is responsible for shipping costs incurred shipping products back.
Please contact us PRIOR to sending back your items! Your returned items must be shipped back to us with a tracking # or USPS Delivery Confirmation. Once you email us the Delivery Confirmation #, your refund will be issued to your PayPal account. Failure to notify us of your returned product and Delivery Confirmation # will greatly delay your refund.
We are in no way shape or form affiliated with i.d.bareMinerals/Bare Escentuals brand.
CUSTOMER SERVICE:
We take all of our customer’s questions and concerns very seriously and are devoted to providing exceptional customer service. If you have any special needs, please send all messages through "ask seller a question" at the top of the page. This will send your message through "my messages" in "my eBay”.
We are quick to follow through with any problems with shipping or receipt of goods! We are committed to going above and beyond to resolve any concerns our customers may experience.
Thank you and we look forward to you shopping with us!
Terri and Keli
www.sobarebeauty.com
info@sobarebeauty.com
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