Refund policy

At Alexandra Domont Skincare, we take pride in delivering high-quality skincare products. While our products are final sale, we understand that unforeseen issues can arise. To provide peace of mind, we offer ShipAid protection as a fast and hassle-free solution for lost or damaged shipments.

Final Sale – Skincare Items Are Non-Returnable

All skincare products are final sale due to hygiene and product integrity.
We do not accept returns for any products.
In rare cases, if a product is unopened and unused with original packaging intact, an exception may be considered. Email care@alexandradomont.com for case review.

ShipAid Protection for Lost or Damaged Orders

For just 2.5% of the order total (added at checkout), ShipAid offers a quick and reliable resolution for lost or damaged shipments.

What’s Covered by ShipAid:

Lost Packages: If your order is not marked as “delivered” and does not arrive.
Damaged Orders: If your products arrive broken, leaking, or compromised due to shipping conditions.

What ShipAid Excludes:

Stolen Packages: If a package is marked “delivered” but is missing, this is considered theft and is not covered.
Incorrect Address Entry: If an incorrect address was entered at checkout, we are not responsible for lost packages.

How to Use ShipAid: If your package is lost or damaged and your claim is approved, we immediately reship your order via USPS Priority Mail—no waiting for carrier claims! Refunds are only issued if a product is out of stock and a replacement is not possible.

To file a claim, visit our Claims Page and follow the instructions.

ShipAid is highly recommended for your peace of mind, offering a streamlined, no-hassle experience in the rare case of a shipping issue.

Damaged Orders Without ShipAid (USPS Claims)

If ShipAid was not purchased, we’ll still do our best to assist with damaged deliveries by working with USPS, if eligible. In certain cases, we can file a claim with USPS on your behalf, provided sufficient documentation is available to support the claim.

Please contact us at care@alexandradomont.com with your order number, a description of the issue, and clear photos of the damage. Our team will evaluate your case and determine if a replacement can be issued. Each situation is reviewed on a case-by-case basis.

Please note: This is not a replacement for ShipAid, which offers the most streamlined and immediate resolution for lost or damaged orders.

Lost Orders Without ShipAid (USPS Process)

If your package does not arrive within 7 days of the expected delivery date and was not covered by ShipAid, please contact us at care@alexandradomont.com. We may be able to assist by initiating a USPS claim if the package is confirmed as lost and eligible under USPS insurance.

Our team will review your situation and available documentation to determine if a replacement can be issued. Each case is handled individually, with the goal of resolving the matter efficiently and fairly.

As always, ShipAid is the most reliable way to protect your order and ensure a fast resolution without delays.

Claim Processing Timeframes

ShipAid Claims: We aim to review ShipAid claims and respond within 1–3 business days. If approved, your replacement will be processed promptly and shipped via USPS Priority Mail.
USPS-Insured Claims (non-ShipAid): Claims submitted through USPS depend on their claim eligibility timeline and processing speeds, which vary. We appreciate your patience as we work within their requirements and will keep you informed throughout the process.

Tips to Prevent Lost or Stolen Deliveries

While we do not cover stolen packages, we recommend the following steps to protect your order:

Ship to a secure location (work address, parcel locker, or PO box).
Track your order closely and retrieve it promptly.

Cancellations & Fulfillment Timing

Due to our fast fulfillment process, orders cannot be canceled once they have shipped.

If your order has not yet been fulfilled and you contact us in time, we may be able to cancel it. Please email care@alexandradomont.com as soon as possible with your order number.

If a shipping label has already been created but the item is still in the warehouse, we can cancel your order and refund you minus any incurred shipping costs.

Need Help? Contact Us

For help with claims, orders, or general inquiries, please email care@alexandradomont.com. We're here to support you!

Why ShipAid Is Worth It

Fast, Hassle-Free Reships – No Need to Wait on USPS Claims!
Your order is protected – if lost or damaged, we immediately reship via USPS Priority.
No frustrating claim process – we handle everything for you!
Small fee, big peace of mind – just 2.5% of your order for instant coverage.