Help Center · Frequently Asked Questions

No—guest checkout is available. Creating an account unlocks order tracking, saved addresses for faster checkout, wishlists, tailored recommendations, and early access to promotions. You can register anytime using the same email you used at checkout to consolidate your orders under one profile.

Click Sign Up, enter your name, email, and a secure password, then verify your email. Benefits include full order history, easy re-orders, address book, saved payment preferences with trusted gateways, and exclusive member-only offers. Keep your password unique and enable multi-factor authentication if available.

Yes. Provide accurate shipping, billing, and contact details during checkout. You’ll receive order and shipping confirmations by email. Guest orders are eligible for returns and support just like registered orders.

You’ll see an on-screen confirmation and receive an email with your order number, items, and totals within minutes. If you don’t receive it, check spam/junk and verify the email used at checkout. Contact support@sallycruz.com if you still can’t find it—please include your name and timestamp of purchase.

We start processing quickly to speed up delivery. For edits or cancellations, email support@sallycruz.com within 1–2 hours of purchase with your order number and requested changes. After fulfillment begins, we may be unable to alter the order; in that case, you can request a return once delivered (subject to our Return Policy).

Orders can auto-cancel if payment authorization fails, items are out of stock, or our systems detect potential fraud. You’ll receive an email explaining the reason and next steps. Any pending card authorization is released by your bank—timing varies by issuer. You’re welcome to reorder with an alternate payment method or different items.

We ship to most countries worldwide. Available methods and delivery windows depend on your address and will be shown at checkout. Some remote regions may have limited options or longer transit times due to local carrier coverage.

Rates are calculated dynamically based on destination, total weight/volume, and selected service (standard or express where available). Free shipping promotions may apply above a minimum spend. You’ll see final costs before you pay—no surprises at checkout.

Typical processing time is 1–3 business days. Standard delivery is usually 7–15 business days, while express averages 3–7 business days. Peak seasons, customs checks, or severe weather may extend timelines. We’ll keep you updated via email.

Once shipped, you’ll receive a tracking link and carrier number. Registered customers can also visit My Orders to monitor status. Please allow up to 24 hours after dispatch for tracking events to appear in the carrier’s system.

Start by checking the latest tracking scan and confirming the delivery address. If a package shows “Delivered” but isn’t found, check with neighbors or reception and wait 24–48 hours for possible late scans. If still missing, contact us—our team will liaise with the carrier to investigate and, if deemed lost, arrange a replacement or refund.

Yes—express options are presented at checkout for eligible destinations. Costs and timelines are shown alongside standard shipping so you can choose what suits your timeline and budget.

We accept major debit/credit cards (Visa, Mastercard, American Express), PayPal, and select regional options where supported. The exact methods for your country will appear at checkout.

Yes. We use SSL/TLS encryption end-to-end and process payments via PCI DSS–compliant providers. Sallycruz does not store your full card number. For added protection, your bank may prompt 3D Secure verification (e.g., OTP or banking app approval).

Common reasons include insufficient funds, incorrect billing information, card restrictions for international or online purchases, or security blocks by your issuer. Verify your details, try another card or PayPal, or contact your bank to approve the transaction.

International orders may be subject to duties, VAT, or customs fees charged by your local authorities. These charges, if applicable, are the customer’s responsibility and are not included in the product price or standard shipping fees unless explicitly stated at checkout.

Eligible items may be returned within 30 days of delivery if unused, unwashed, and in original packaging with all tags attached. For hygiene and safety, certain categories (e.g., cosmetics, intimate wear, opened beauty items) may be final sale—please check each product page. Proof of purchase is required.

Registered users: go to My Orders, select the item, choose a reason, and follow steps to obtain a return label if applicable. Guest checkout: email support@sallycruz.com with your order number. Pack items securely and include all accessories or gifts-with-purchase to avoid adjustments.

After your return is received and inspected, refunds are typically issued within 5–10 business days to the original payment method. Processing times by banks may vary. You’ll receive an email confirmation once the refund has been initiated.

Sale items are returnable unless marked Final Sale. If your order included a promotional gift, it must be returned unused and unopened or the value may be deducted from the refund.

If we made a mistake or the product arrived damaged/defective, we’ll cover return shipping or provide a prepaid label. For other reasons (e.g., change of mind, size/fit issues), return shipping may be deducted from the refund depending on your location and the promotion applied at purchase.

We strive for accuracy and update listings regularly. Minor color differences can occur due to lighting and display settings. If a product specification changes unexpectedly, we’ll notify you and offer options to proceed, substitute, or cancel before shipping.

Consult the size guide or shade chart on the product page. Compare garment measurements to a similar item you own for the best fit. For beauty items, review undertone and coverage notes; when in doubt, contact us for guidance before ordering.

Many items are dermatologist reviewed or formulated for broad tolerance, but individual reactions vary. Always review ingredient lists and perform a patch test 24 hours before first use. Discontinue use if irritation occurs and consult your healthcare professional. Sallycruz is not liable for allergic reactions.

We source from verified manufacturers and trusted partners, and products undergo quality checks before dispatch. If something isn’t right, contact us within 7 days of delivery with photos—we’ll resolve quickly with a replacement or refund where appropriate.

Email support@sallycruz.com or submit the contact form on our site. Include your order number, photos (if relevant), and a clear summary for the fastest resolution. We aim to reply within 24–48 business hours.

We currently offer email support and live chat during business hours for quick questions. Phone support may be rolled out in select regions; check our Contact page for up-to-date availability.

Click Forgot Password on the login page and enter your registered email. We’ll send a secure link to create a new password. For security, links expire after a short time—request another if needed and choose a strong, unique password.

We use encryption, strict access controls, and best practices to safeguard your data. We never sell your personal information and only share with service providers necessary to fulfill your order (e.g., payment processors, carriers). For full details and your rights under applicable laws (e.g., GDPR/CCPA), see our Privacy & Cookie Policies.