Everything we get asked most. If your question isn't here, email hello@priluboutique.com, call +1 (857) 389-3626 between 11am and 7pm, or message @priluboutique — a person reads all three.
Returns
Can I return makeup or skincare?
No — lip tints, balms, lipsticks, blushes, sheet masks and skincare are final sale, opened or not. Cosmetics that have been in someone else's home can't be resold safely, so we'd rather tell you plainly than quietly restock them.
The exception is anything that arrives damaged, incorrect or incomplete. That's always our problem to fix, whatever the category.
Then how do I pick the right shade?
Every shade we stock is photographed on its own, on its own product page — not one group shot standing in for eight colours. If you're torn between two, message us before you order and we'll tell you honestly which we'd pick. We'd rather spend five minutes on that than have you stuck with the wrong one.
Can I return fragrance?
Yes, if the cellophane seal is unbroken, within 30 days of delivery, refunded to your original payment method. Once the seal is off we can't take it back.
My order arrived damaged or wrong. What now?
Email us within 7 days with your order number and a photo. We replace it or refund it in full, shipping included, and we cover the return postage. Final sale doesn't apply to our mistakes.
Who pays return shipping?
You do, unless the item was wrong or damaged — then we do.
Shipping and pickup
What does shipping cost?
Within the US, standard shipping is $8, and free once your order reaches $85. Express is $15. International rates are calculated live at checkout by USPS or DHL Express.
Can I collect my order instead?
Yes, and it's free. Choose Pickup at checkout and collect from the shop at 317 Broadway, Chelsea. Most orders are ready within two hours — anything placed less than two hours before we close is ready the next day. Wait for our "ready to collect" email, then bring it along with a photo ID.
How fast do orders go out?
Within 1 to 2 business days, Monday to Friday. You'll get tracking by email as soon as your parcel is moving.
Do you ship internationally?
Yes. Import duties, customs fees and local taxes are the customer's responsibility and aren't included in what you pay us. Customs can also hold a parcel for reasons nobody on our end controls.
My tracking hasn't moved.
If nothing has updated in 7 business days, or tracking says delivered and it isn't there, email us with your order number and we'll chase the carrier.
Products
Are your products authentic?
Yes. Everything is sourced through authorised distributors — no grey market, ever. It's the single thing we're strictest about, and it's why we'd rather carry a small range we can vouch for than a big one we can't.
Why is the range so small?
Because it's chosen one product at a time rather than by an algorithm. If something is here, someone tried it and wanted it in the shop.
The shop
Where are you, and when are you open?
317 Broadway, Chelsea, MA 02150. Open 11am–7pm, every day. Hours can change on public holidays — we post any changes on @priluboutique.
How do I reach a person?
Email hello@priluboutique.com, call +1 (857) 389-3626 during opening hours, or message @priluboutique. We're small and we answer our own messages, usually within one business day.