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FAQ

What are your best sellers? I would like to try products from your line, but don't know where to start. 

Our Mandelic line is exquisite, and suitable for all skin types. Depending on your skin type and condition, there are a number of products that you may try. The Luxury Foaming Exfoliating Wash, Hydrating Toner, Meta C Serum, Collagen Loss Prevention Serum and Meta Daily Moisturizer are our best sellers.

How do I select my product?

You can make a pretty accurate selection if you follow our "skin type" guide for each product or on the "shop by concern" tab in the 'Shop' section drop menu.  

How fast do you ship?

Orders may take up to 48 hours to be processed. Please note this does not include transit time which varies based on destination location. All orders will ship from Los Angeles, California.

What is your return policy?

Please read carefully Esthetic Underground, Inc. return policy below prior to submitting a request for return:

  • Esthetic Underground, Inc. abides by the policy of each manufacturer it represents. If the company representing the product you are purchasing does not accept returns, Esthetic Underground, Inc. will not accept the return either.
  • Once approved for the return, all eligible products must be returned within 14 days of the delivery date.
  • Shipping on all returns and exchanges are at customers cost.
  • Products must be returned unopened, unused, and in re-sellable condition in order to receive an exchange or refund.
  • All returns are subject to a 20% restocking fee.
  • Esthetic Underground, Inc. will not issue exchange or refund until product is received and reviewed.
  • Products cannot be returned or exchanged due to an allergic reaction. We sympathize with the occurrence of a true allergy and advise that the customer contacts Medical professional for thorough allergy testing to prevent future instances.
  • All sales on clearance items are final and not eligible for return.

How do I track my package?

You might track your package here: USPS 

What is your privacy policy?

For our privacy policy please see PRIVACY POLICY

What if I want to cancel my order right away?

You may cancel your order by calling (310)770-5831 within an hour of placing your order. If you reach the voicemail, please leave a detailed message with your name, order number and the exact time of your call so that we may process your request. 

Do you ship internationally?

We conveniently offer international shipping to countries that do not have shipping restrictions. Please check the shipping restrictions and policies for your particular country here: https://www.usps.com/ship/shipping-restrictions.htm

All international orders are to be processed through Esthetic Underground, Inc. online store in U.S. currency value.

All international orders are subject to Customs inspections as well as possible tariffs and/or taxes. These charges are determined by the country to which the package is shipped to. Payment of all additional international fees is the responsibility of the customer, not of Esthetic Underground, Inc./Biba West Hollywood.

Some packages may be delayed as much as 2-3 weeks, depending on Customs. Signature may be required upon delivery. Shipping charges, taxes and other countries' fees are non-refundable.

We are unable to ship to P.O. boxes. The delivery address must be a physical address. Esthetic Underground, Inc./Biba West Hollywood reserve the right to cancel any order.

How do I change an item in my order?

Your order may be changed at no additional cost to you only if the order has not been shipped yet, and by calling us at (310) 770-5831 to request the change. However, if your order has shipped, our Return Policy becomes effective, and additional shipping and handling fees will apply. 

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