Help Center

Frequently Asked Questions

I’m a returning customer and trying to sign in to my account but it’s not working. Why?
We have a new website, and you may need to re-register your account. Go to Register and follow the instructions to update your Sign In information using the same email address already associated with your account to maintain its information. This is especially important for Alcone Pro customers. We apologized for the inconvenience, but this is for security purposes.
Does Alcone offer any discount programs?
Yes. We are so excited to offer our new Pro Program. For more information, please visit Alcone Pro at the top of the page.
Do your items leave the warehouse the day I order them?
As much as we try to ship our orders out the same day, we do ask for 3-5 business days for an order to be processed, fulfilled and shipped. To ensure same day shipping we suggest selecting the expedited shipping option at checkout.
How will I know when my order ships?
You will receive an email when your order ships which will include any relevant tracking numbers and information for your convenience.
Do you offer free shipping?
Yes. If you place a domestic order that totals $75 and over (before taxes and shipping fees) and under 9lbs, free standard shipping will be automatically applied to your order at checkout.
Why are some products only able to ship via ground service?
Items that are deemed hazardous materials (HAZMAT) cannot be shipped by air or freight and can only be delivered by ground.
Do you offer international shipping?
Yes, we do! For more information, visit our International Shipments in the Shipping section of Faqs & Policies. *Please note, based on past experiences, residential packages being shipped to Spain will most likely be returned. If this is the case, we are happy to refund you for the product purchased and returned. Alcone Company cannot be responsible for any shipping, customs or duties fees that are charged.
What is your return policy?
We gladly accept returns and exchanges of unused products within 30 days of the original purchase date. For more information, please visit our Returns & Exchanges section.
Do you wholesale your products?
Yes we do wholesale some of our amazing products. For more information, please email us at info@alconeco.com.
Do you offer Net 30 terms?
Yes, if you are working with a professional production and would like to apply for a Net 30 account, please email us at info@alconeco.com so we can assist you further.
Does Alcone Company provide professional makeup application services or consultations?
We do not provide salon/makeup application services or consultations however our team is always happy to advise you and give you some excellent pro tips!
Is Alcone a good company to shop from?
Of course! We are a small, family run business that continues to offer our customers good old fashioned customer service. Providing the best products and tools found from all over the world, Alcone Company strives to be the only makeup shopping experience you need. So whether it's for you personally or a creative project you are working on, we are here to help. Visit our retail store, shop online, email us or give us a call. We even answer the phone!

Shipping

All orders ship from our warehouse located at 5-45 49th Avenue, Long Island City, New York, 11101. (Drop shipments excluded).

Delivery Options
All orders are Standard, Ground, 2 Day or 3 Day. These orders will ship via USPS, UPS or FedEX based on their most economical rate unless specified otherwise at checkout. Expedited orders must be placed by 3 pm EST on the day you would like your order to ship.

Orders are also available for pick up at our warehouse location in Long Island City or retail store in New York City. For further assistance please email us at

info@alconemakeup.com.

or call us directly at 1-800-466-7446.

Pick up from other couriers are welcome if arranged by the customer. Please email us for further assistance.

PLEASE NOTE: All expedited orders must be placed by 3PM EST on the day you would like the order to ship. Please also note that orders placed on weekends and holidays will be processed on the next business day. As much as we try to ship our orders out the same day, we do ask for 3-5 business days for an order to be processed, fulfilled and shipped. To ensure same day shipping we suggest selecting the expedited shipping option at checkout.

Shipping costs are determined by the weight of the package and the zip code of the destination.
Free Shipping
Orders over $75 and under 9 lbs. qualify for Free Shipping! If Free Shipping is selected, we choose the most cost effective and best available option based on the location and contents of the delivery. The time of delivery is not guaranteed.

Should your domestic order not qualify, or should you want your package shipped faster, you will be quoted actual rates for each carrier during checkout.
Expedited Orders
Expedited orders must be placed by 3 pm EST on the day you would like your order to ship.We cannot guarantee that the product is in stock. If the product is on backorder we will contact you immediately and do our best to get you what you need as fast as possible.

Please also note that orders placed on weekends and holidays will be processed on the next business day. Hazardous materials, flammable items and contents under pressure cannot be expedited and can only ship via ground.
International Shipments
Unless otherwise requested, we ship all international packages based on the most economical option based on weight of the package and specific destination.

Custom and duties charges will be applied at the time of checkout. You may be required to pay these fees during the time of delivery. Alcone Company is not responsible for these charges. This includes if the package is returned to us for any reason. destination.

Due to the many obstacles a package can experience while being delivered overseas, delivery dates may change throughout its shipment. International shipping dates are not guaranteed. This includes expedited shipments. destination.

Please be aware, all international orders are subject to duties and taxes at the discretion of the destination governments. If you do not wish to pay duties and taxes, and your package is returned to Alcone you will be refunded for your order minus the return cost and any duties and taxes. Hazardous materials, flammable items and contents under pressure cannot ship internationally via freight or by air. destination.

Please note: Based on past experiences, residential packages being shipped to Spain will most likely be returned. If this is the case, we are happy to refund you for the product purchased and returned, Alcone Company cannot be responsible for any shipping, customs or duties fees that are charged.
Lost/Undelivered Packages
Once a package is assigned a tracking number and leaves our warehouse, the carrier is now responsible for that package. If your package is marked as delivered but you did not receive it, you will need to file a claim with the carrier so it can be properly investigated. Due to our carrier claim policies, Alcone Company cannot file this claim for its customers, only the customer can open a claim. We will do our best to expedite a replacement of your package, but we cannot refund or resend your items free of charge. Please contact us directly so we can be of further assistance to you. You can reach us at

info@alconemakeup.com

or 1-800-466-7446.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. If more than 15 business days have passed since we’ve approved your return, please email us at

info@alconemakeup.com

or call us at 1-800-466-7446.

Returns & Refunds

Returns & Exchanges
We will gladly accept returns and exchanges of unused makeup for up to 30 days after you receive your order. To be eligible for return, your item(s) must be in the same condition that you received it.

To start a return, you can contact us at Send email Please note that returns will need to be sent to the following address:

Alcone Company Attn: Returns Dept
5-45 49th Avenue,
Long Island City. NY 11101

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please include a copy of the packing slip and/or invoice number in the package and reason for the return.
Refunds
Once we have received and inspected the return, we will do our best to process refunds within 5 business days. Once the refund is issued on our end please allow an additional 5- 10 business days for your bank to process it on their end. Every bank has different processing times, so we suggest calling them directly with any questions or concerns. We will contact you if we feel the return is not valid and a refund cannot be applied for any valid reason.
If you received a defective, damaged or wrong product, please make sure to contact us within 2 days of receiving your order, so that we can evaluate the situation and make it right.

General Information

The warehouse is open Monday thru Friday from 9AM-5PM. Our retail store, Alcone NYC, is open Monday thru Saturday 11-7.

Holidays & Weekends
Orders placed on weekends and holidays will be processed on the next business day.
Our warehouse is closed in observance of the following holidays*:

New Years Day
New Years Eve-Half Day
Martin Luther King Jr. Day
President’s Day
Memorial Day
Independence Day
Labor Day
Columbus Day/Indigenous People day
Thanksgiving Day
Day after Thanksgiving
Election Day-Presidential
Christmas Eve
Christmas Day

Please note: Our warehouse generally closes around 3PM the Friday before long holiday weekends.

If you order a large quantity of product(s) from a particular vendor, Alcone Company may dropship the order to you directly from the vendor at no additional charge.

Special Orders and drop shipments are subject to additional shipping charges based on the manufacturer. Some makeup products shipped during winter months may freeze in transit. Alcone Company is not responsible to replace or reship these items.

Please email us at

info@alconemakeup.com

or call us at 1-800-466-7446 if you have any questions or concerns.