You have 30 days to return your Jerome Alexander products for a full refund less shipping and handling charges. If you choose to return your product, please contact Jerome Alexander Customer Service at [email protected] to receive an “RMA” number (customer order #).
Please package up your order and return it to the address below. Please be sure to include the RMA # on the outside of the package and include your name and contact information:
15820 Euclid Avenue
Chino, California 91708
General Frequently Asked Business Questions
Why is my promo code not working?
-Promo codes are only valid on full-priced items and may not be used during sitewide promotions. If you obtained a new customer promo code during one of our sitewide sales, you can save your code to use on your next full-priced order.
When will I receive my order?
-Orders are shipped via United States Postal Service, and delivery is generally between 7-10 business days. Due to Covid-19, we have been experiencing some delivery delays. If you have not received your order within 15 business days, please contact Customer Service at 1-888-886-6304 or [email protected]
Is this set up on a club or automatic shipment?
-We do not automatically offer any type of automatic shipping programs on jeromealexander.com, although we are in the process of reviewing their benefit to our customers; If you love your product, please feel free to reorder directly from the website or by contacting Customer Care.
What Methods of Payment do you accept?
-We accept credit cards (Visa, MasterCard, Discover, and American Express, and PayPal accounts
-Checks and money orders are not accepted
Retail Customer Returns?
-If you have purchased from a retailer (i.e. store such as CVS, Rite Aid, Walgreens, Walmart or other location) and want to return your product, please direct your return to the retailer where you purchased from.
Defective Products or Wrong Shades?
-If a product arrives damaged or defective, please contact customer service with your name and order number and one of our representatives will assist you.
-Shade issues can occur with AirBrush Foundation products. Please contact customer services and one of our helpful representatives will assist you with your new shade selection.
Why isn't my promotion code working?
-Promotion codes may not be combined with any other sale prices or discount offers.
General Product FAQ’s
What shade do I select?
-Your selection of shade should be based on what you normally wear
-In the case of AirBrush where there are 12 shades available; Please view the visual on jeromealexander.com where you can see shades exhibited with models to better determine your selection
How do I apply the AirBrush Product?
- For both the Primer and Foundation, spray the brush supplied for the AirBrush system around two inches away to avoid the spray getting on vanity or clothing.
What is in the Coverage Roller Ball?
-The product inside the roller ball contains all of the same ingredients as Coverage, but without the tint, so it will appear clear to the skin.
When do you apply the Coverage Roller Ball?
-Apply the roller ball to your under eye area before applying the Coverage Concealer to enhance your look.
The Coverage concealer is too light?
-At this time, we only have the medium shade available. With concealers, we recommend using a shade within 1-2 shades of your natural skin tone. The medium is between light and dark and should blend to provide you the coverage to hide dark circles under your eyes.
The shade on the Airbrush foundation is not the right match?
-We ask that you try the product before returning/exchanging it; The shade on the can sometimes can be misleading;
My Airbrush Foundation and or Primer will not spray?
-If it will not spray, please try the following: The bottles have an inner seal and sometimes it doesn't get broken on the first (or few attempts) We ask that you please try the following and if you still cannot get it to spray, let us know and we can arrange to replace the can for you.
1.Shake the primer bottle for 30-45 seconds 2.Press very firmly on the center of the cap 3.Be sure you are pressing in the center directly where you see a circular indent on the spray cap.
I don’t remember the shade I bought?
-You can find the shade on the bottom of the can or on the back of the product.
Questions about Jerome Alexander Shipping
Places where products cannot be shipped?
-We can ship all products domestically with the exception of aerosol products which cannot be shipped to Alaska or Hawaii
-In addition, the aerosol products cannot be shipped to Canada, Puerto Rico, and the Virgin Islands
-We cannot ship any products outside of U.S. territories or Canada (to any overseas country)
-No products can be shipped to PO boxes
Can I purchase products in the UK?
-Limited products can be purchased at our British distributor’s site:
Is the product animal tested?
-No animal testing is performed on any of our products.
How do I clean my brushes?
We recommend cleaning your kabuki brush at least once a week to prevent buildup of product. - Wet the bristles with lukewarm water.- Place a drop of makeup brush cleanser or mild soap (baby soap works well) into the palm of your hand.- Gently massage the tips of the bristles in your palm.- Rinse the bristles. - Squeeze out the excess moisture with a clean towel.- Reshape the brush head. - Let dry completely before next makeup application.