FREQUENTLY ASKED QUESTIONS
ORDER & SHIPPING
Firstly, please check the email address that you entered at check out is correct. If so, please check your junk mail too, if it's still not received after 4 hours of placing your order then you can use the Contact us section and we'll look into this for you. Please send us the full name used on your order to help us locate it.
Contact us of placing your order via Contact us, and we will do our best to accommodate your request.
Contact us of placing your order via Contact us, and we will do our best to accommodate your request.
We apologize for any difficulty you may have had while placing your order. Please email our customer service team here.
Your order may be canceled if it is identified or flagged as a fraudulent or high-risk order. In this case, we've already sent you an email to explain the situation and ask for some info as proof but didn't get any answers from you, so we cancel your order ourselves. If you got any questions in this regard, please contact us via Chat with us (a popup that's on the right side of your screen), and we will do our best to accommodate your request.
Unfortunately, we are unable to send order information to an email address that differs from the one submitted with the order. Please click here for assistance.
We're sorry to hear you have not received your complete order. Please use the CONTACT US section to send us your order details and details of the item/s missing, along with a picture of your packing slip so we can resolve this for you. Please contact us using the same email address associated with your order. Please contact us within 48 hours of receiving your order, cases reported after this timeframe may not be eligible for review.
If your online order is not as expected, Contact us for assitance.
You will receive an email when your order has been processed, this will include the tracking number for your order, your courier and a trackable link. Track your order here.
If you try to track your order immediately after receiving your order tracking email you may not see any info on the order tracking page. Please wait 12 hours and re-try, this will allow time for your tracking details to generate online. If your tracking details do not update or stay in the same status for more than 48 hours please let us know via the CONTACT US section so we can review this for you.
Sorry to hear that. If you need assistance with a lost package, please click here.
From time to time our shipping partner (DHL) may be required to provide your passport copy for customs clearance for verification purposes. If you are requested to provide this information by DHL please submit this as soon as possible to ensure smooth and speedy delivery of your order. If you would prefer not to provide this information, please let us know so we can inform DHL to return your order to us as it will be unable to pass customs clearance.
For orders $59+ USD, we offer Free Standard Shipping. Free shipping is based on your order total after promotional discounts have been applied and before shipping charges, taxes, etc.
For orders $59+ USD, we offer Free Standard Shipping. Free shipping is based on your order total after promotional discounts have been applied and before shipping charges, taxes, etc.
We are sorry that you haven't received your order! Firstly, we would recommend checking your "Electronic Proof Of Delivery". You can access this via the same USPS link used to track your order. You can use this information to confirm where your package was delivered and who has signed for it, in the case that a friend/colleague has received the order for you. If you are still unable to locate your order please let us know via the CONTACT US section, please include your Order Number & Tracking ID.
Currently Perfect Diary is unable to accept orders to be shipped to destinations outside of the United States. We apologize for any inconvenience. However, we look forward to tapping more markets in the future. Keep informed by signing up for Perfect Diary's email newsletter (via the Subscribe Popup on the left side of your screen).
Yes, we ship to PO Boxes using the Standard shipping method.
RETURNS & EXCHANGES
If you purchase something through PerfectDiary.com and aren't completely satisfied, you have up to 7 days since you received the product to return it. All returns are credited in the original form of payment. Parcels received more than 7 days will not be processed.
While we do everything we can to prevent this, sometimes an item can be damaged in transit. If you receive a damaged or defective product, you must report this within 48 hours of delivery or receipt of order in person. Please email us and provide a photo of the damaged or defective product along with a screenshot of the packing slip or order number. If the product is deemed defective, we will replace the product at no additional charge.
We got you covered. Just email us via Contact Us with your order number and we can help.
MY ACCOUNT
Please select the FORGOT PASSWORD option on the Account Login Page where you will be prompted to enter your account email address to receive a password reset email. If you don't receive this email, please check your junk mail. If still not received within 1 hour or you are still facing difficulty resetting your password after receiving this email please use the CONTACT US page and we'll look into this for you.
You can change your login email address and password by clicking on "My Information" within your account. Please note that your email subscriptions will be sent to your new email address and any emails related to the order will go to the email address provided at checkout.
To skip a delivery, log into your account and click on Manage Subscriptions. Select Delivery Schedule to see all upcoming deliveries for your subscriptions. To skip a delivery, you can click Skip next to the delivery you would like to skip. To cancel a subscription, navigate to Actions found next to the subscription you want to cancel and then select Cancel. On the following page, you will be asked to enter a cancellation reason.
PRODUCT RELATED
We're sorry that currently, we do not offer gift cards. But we will let you know once we do in the future via our newsletter (via the Subscribe Popup on the left side of your screen).
Please email us to request a shade recommendation. We're happy to help you find the shade that would suit you best.
Our online inventory of products is constantly being updated and replenished. And we are going to launch the "Notify Me" function in the near future. To find out once a product is restocked, sign up for notifications by clicking “Notify Me” on the product’s webpage and entering your email. We also suggest that you join our email list to find out about new product releases—subscribers are first to know (click the Subscribe Popup on the left side of your screen).
REWARDS & PROMOTIONS
Yes, we do have pro discounts for makeup artists. Please contact us via Chat with us (a popup that's on the right side of your screen) to get your exclusive discounts.
The best way to hear about the next promotion, special event, or new product rolling out on Perfect Diary is to sign up for Perfect Diary's email newsletter (via the Subscribe Popup on the left side of your screen).
PAYMENT RELATED
Pricing on the website is subject to change without notice. Orders placed before promotions are not eligible to receive new promotions or discounts. We reserve the right to cancel any order due to unauthorized, altered, or ineligible use of the offer, and to modify or cancel any promotion due to unforeseen issues. And we will inform you of the reason if we do cancel your order.