Frequently Asked Questions
Need help with your order, shipping, returns, or finding the right products? Start here. We’ve grouped our most common questions into easy categories so you can find what you need faster.
Category list
- Orders & Shipping.
- Returns & Exchanges.
- Product Questions.
- Contact & Support.
- Website & Checkout.[easyfaq]
Orders & Shipping
How long does it take to process my order?
Orders are subject to a processing time of 1–2 business days. Orders are not shipped on weekends or holidays.
How long does shipping take?
Standard shipping usually arrives in about 3–8 business days. FedEx expedited shipping usually arrives in about 2–4 business days. Delivery times can vary during holidays and carrier delays.
Do you offer free shipping?
We offer free standard shipping on U.S. orders of $120 or more after discounts and before taxes.
Do you ship internationally?
Yes. International orders may need up to 2 additional business days for processing, and delivery can take up to 30 days depending on customs and local carriers. Duties and import fees are the customer’s responsibility.
Why don’t I see my country at checkout?
If your country does not appear at checkout, we currently do not ship there. If you think that is an error, contact us at support@soniaroselli.com.
Can I update my shipping address after I place my order?
If your order has not shipped yet, contact us as soon as possible with your order number and corrected address. Once an order has shipped, we cannot guarantee that it can be rerouted.
What if my package is returned because of a bad address or missed delivery?
If a package is returned through no fault of Sonia Roselli Beauty, a 30% restocking fee may apply and original shipping charges are not refunded. Additional shipping or return fees may also apply if the package needs to be resent.
Returns & Exchanges
What is your return policy?
For full details, please visit our Return Policy. For the fastest help, include your order number when you contact us.
What if my order arrives damaged?
If your order arrives damaged, contact us within 7 business days of delivery and email clear photos plus your order number to support@soniaroselli.com.
Do you offer replacements for damaged items?
Yes. If an item arrives damaged and you contact us within the required timeframe, we’ll help arrange a replacement.
Product Questions
Can you help me choose the right products?
Yes. Tell us about your skin, your makeup concerns, and what you are using now, and we’ll help point you in the right direction. This fits your brand’s direct, expert, no-fluff support style.
Can Sonia Roselli products replace my current skincare?
For many people, yes. A simple Sonia Roselli routine can cover cleanse, hydrate, and seal, without piling on too many products. Your recent FAQ direction has framed this around using less and getting better skin and makeup results.
Are your products made for makeup wearers?
Yes. Your current brand positioning centers on “skincare for makeup wearers,” with products designed to improve the skin so makeup goes on smoother and wears better.
What should I do if I’m not sure what fits in my routine?
Contact us and tell us what you’re using now, where you’re getting stuck, and what makeup issue you’re trying to solve. We can help you figure out where a product fits.
Contact & Support
How do I contact customer support?
Email us at support@soniaroselli.com or call 312-371-8596.
What are your support hours?
Support is available Monday through Friday, 10 AM–7 PM EST.
Will I talk to a real person?
Yes. You have a live human in house in the USA. If no one answers the phone, customers should leave a message.
How fast do you answer email?
Email is always answered within 24 hours.
Website & Checkout
Where can I find your shipping policy?
Visit our Shipping Policy.
Where can I find your return policy?
Visit our Return Policy.
Where can I contact you directly?
Visit our Contact Us page, or email support@soniaroselli.com.
Helpful links
Questions? Send us an email
