Employee Gratis Frequently Asked Questions
Frequently Asked Questions
Why isn’t my gratis code applying?
Gratis codes will not apply for the following reasons:
- Excluded or out of stock items in your cart
- TOP GRATIS TIP: adding items to your cart before the gratis period will NOT reserve them for you. If an item goes out of stock before you submit your gratis order, you will not be able to order it.
- Gratis period hasn’t started yet
- The fall 2017 gratis codes are active from October 2nd at 12 AM (Pacific) through October 20th at 11:59 PM (Pacific). No exceptions will be made for late orders.
- Code is inputted incorrectly
- Gratis codes must be inputted exactly as you see them on your gratis letter, including the dashes (XXXX-XXX-XX)
- Code has already been used
- Gratis codes may be used once only, even if you do not reach the $300 maximum. You will not be issued a new code if your order is returned to the warehouse.
Can I use my employee discount code to pay for items excluded from gratis on the same order?
No, gorgeous. Only one promotion code may be applied per order. Items excluded from gratis are able to be purchased with your employee discount code, but you must submit a separate order.
Which items are excluded from gratis?
- Nice Package! Custom Kit Builder
- Precisely, My Brow Pencil Full Size & Mini
- Brow Contour Pro
- Gimme Brow+
- Ka-Brow Shades 3.5 & 4.5
- Ka-Brow Mini
- Goof Proof Pencil Shades 3.5 & 4.5
- Hello Happy Full-Size & Mini
- Boi-ing Shades 4/5/6
- All Holiday Sets & Kits
- All Promo Sets & Kits:
- The Beachlorette Kit
- Snow Doll Kit
- Parisian Pin-Up Kit
- Hippie Go Lucky Kit
- 3 Teasy Tints Trio
- Super Curling Savings Roller Lash Set
- Blush Bar
- Porefect Start Porefessional Starter Set
- Mascara-Rama Lineup Set
- Benefit Brow Tryouts
- Real Big Steal TAR Mascara Set
- Brows On Lash Out Kit
- Ace That Face Concealer Kit
- Together at Lash Set
- B.Right Start Skincare Set
- Bigger & Bolder Brows Kit
- Defined & Refined Brows Kit
- Soft & Natural Brows Kit
- The Complexionista Kit
- Get The Pretty Started Kit
- Vanity Flair Eye Palette
- Porefect Deal Booster Set
- Bronzed N Sculpted
- Pore Score
- Brows Come Naturally! Eyebrow Set
- Easy Brows To Go! Eyebrow Set
- Gimme FULL Brows! Eyebrow Set
- Magical Brow Stars
What should I do if I receive an error message during checkout?
If you receive this error message:
“Oops! Sorry gorgeous, but payment was not authorized. Please try another card, or give us a call at 1-800-781-2336.”
Please try the following:
- Contact your bank to make sure there are sufficient funds in your account.
- Make sure you are entering the credit card’s CVN and billing information correctly.
- Make sure your billing name, address and phone number matches that of the debit or credit card used for payment.
Debit/credit cards must have a US billing address, otherwise your order will not be submitted.
TOP GRATIS TIP: Do not attempt to submit your order multiple times if you see a payment authorization error. Your card will be blocked. If you see this error and have verified that the above solutions are applied, please email firstname.lastname@example.org with a description of your issue.
If you receive this error message:
"Your information does not match our files."
Please re-enter your credit card information and billing address. You may see this error if you are a new customer or if any of your billing information has changed since your previous order on site. You will need to refresh the page and re-enter your credit card information and billing address, and then submit the order again.
I just submitted my order and saw I made a mistake! How can I fix my order?
If you need to cancel your order because you made a mistake, you have 30 minutes (from the time you submitted your order) to log back into your account and do so. You must also email email@example.com and request a new gratis code, as your original code will no longer be able to be used. Orders cannot be canceled after 30 minutes.
TOP GRATIS TIP: Create an account on site & login before submitting your order. You will only be able to cancel your order yourself if you have an account. If you placed your order as a guest user, you will need to call our Customer Care team at 1-800-781-2336 (M-F 9:00am-9:00pm EST, S-S 10:00am-6:00pm EST).
I submitted my order & was charged the full amount of the order. What do I do?
If you placed the order as a logged-in user, you have 30 min to log back into your account and do so. You must email firstname.lastname@example.org and request a new gratis code, as your original code will no longer be able to be used.
TOP GRATIS TIP: Verify that your code has applied before moving through checkout! Your order cannot be canceled after 30 minutes after ordering & you will be responsible for paying the full amount. You must click “Submit” after typing in your gratis code - you will see the discount applied in your card if the code has successfully applied.
I don’t like what I ordered. Can I return or exchange my products?
Sorry, gorgeous, gratis orders cannot be returned or exchanged.
Shipping & Receiving
How can I check my order status?
Log into your account on the website & click on “View my account,” then “Recent Orders.” Here, you can view your order status & tracking number.
My gratis order was unable to be delivered & was returned to sender. What do I do?
Sorry, gorgeous. We do not issue new gratis codes if your package is returned to our fulfillment center.
TOP GRATIS TIP: Make sure your package is addressed correctly before submitting your order! We are unable to change your shipping address after the 30 minute cancellation window.
Do I need to be home to receive my gratis shipment?
Yes, gorgeous. All gratis orders are sent via UPS & you must be present to receive the order. UPS will attempt delivery 3 times before returning your shipment to sender.
TOP GRATIS TIP: Sign up for text or email alerts from UPS for delivery estimates! You can do this on your shipment tracking page on the UPS website.
I tried the above tips & I still have a problem. Who can I reach out to for help with my order?
If you have any issues with your gratis order that cannot be solved by the above tips, please email email@example.com with your name, your gratis code, where you work (Ulta, Department Stores or Beauty Central) and a brief description of your issue. You can also fill out the contact form below. Due to high volume, our team will respond within 48-72 hours.
Do not call Customer Care unless you need to cancel your order within the 30 minute cancellation window.