Frequently Asked Questions

Q: WHAT DO I DO IF I HAVE QUESTIONS CONCERNING THE K-BEAUTY MOMS GUIDES TO USING INCELLDERM PRODUCTS?

Please email cs@retentioncommerce.com with your name, order number, and any product-related questions that you may have. We are happy to answer your questions within 24-48 hours.

Q: I WANT TO RETURN MY PURCHASE.  WHAT DO I DO?

If you are not 100% satisfied with your purchase you may return your item(s) for a full refund within 7 days of purchase unless it was a SALE ITEM.  SALE styles are Final Sale and non-returnable for return or exchange. Returns must be unworn, in the state you received them, and in the original packaging.  
Please email cs@retentioncommerce.com with the following:
  • your first and last name
  • order number
  • item description quantity to return
  • reason for return (optional)

For more information on returns, please see ________________

Q: I WOULD LIKE TO RETURN A GIFT THAT WAS SENT TO ME. HOW DO I DO THAT?

For assistance with returning a gift you received, please contact

cs@retentioncommerce.com for assistance returning the item. Please note that in order to assist you, our team will need the phone number, first and last name, or email address of the person who gifted you the item. Typically, a return will be refunded to the original purchaser's method of payment. However, we would be happy to assist you with a gift return, and issue you a digital gift card for the return upon receiving the item(s).

For more information on returns, please see _________.

Q: HOW CAN I EXCHANGE ITEMS?

To initiate an exchange for an eligible item, please contact  cs@retentioncommerce.com with the following information:
  • your first and last name
  • order number
  • item(s) description
  • quantity to exchange
  • describe exchange item details

For more information on returns, please see __________________

Q: HOW LONG DOES IT TAKE TO RECEIVE MY REFUND?

It typically takes about 5-10 business days for your return to arrive at Janellisse and be processed for refund. Once we receive your qualifying return and approve your refund, we  will credit your original method of payment. Depending on your financial institution, please allow an additional 2–10 business days for the credit to post to your bank or credit card account.