FAQs
Frequently Asked Questions
Everything you need to know about shopping with Pratensia.
Orders
How do I know if my order was successfully placed?
After successfully placing an order, you should receive an order confirmation at the email address provided during checkout.
If you do not see your confirmation email, please check your spam or junk folder.
If you still cannot locate it, please contact:
Can I change or cancel my order?
We begin preparing orders as soon as reasonably possible.
If you would like to request a change or cancellation, please contact support@pratensia.com as soon as possible and include your order number.
We will make reasonable efforts to accommodate your request. However, once an order has entered fulfillment or has been transferred to a shipping carrier, we cannot guarantee that changes or cancellations will be possible.
I entered the wrong shipping address. What should I do?
Please contact support@pratensia.com as soon as possible with your order number and the correct shipping address.
If your order has not yet progressed too far through fulfillment, we may be able to update the delivery information.
Once an order has entered fulfillment or has been transferred to the shipping carrier, we cannot guarantee that the address can be changed.
Customers are responsible for providing complete and accurate shipping information during checkout.
Shipping & Delivery
When will my order arrive?
Delivery times may vary depending on your destination, shipping carrier, customs procedures, local delivery conditions, weather, transportation networks, peak shopping periods, and other factors outside our reasonable control.
Once your order has shipped, tracking information will be provided where available so you can follow the progress of your delivery.
Any delivery estimate provided by a carrier is an estimate only and may be subject to change.
How can I track my order?
Once your order has shipped, you may receive a shipping confirmation email containing your tracking information.
You can use the tracking details provided to follow your shipment.
Please note that tracking information is supplied by the applicable shipping carrier and may take some time to become active after your order has been dispatched.
Why hasn't my tracking information updated?
Carrier tracking systems do not always update continuously.
Your package may still be moving through the shipping network even when no new tracking event is displayed.
If your tracking information has not updated for an extended period or you believe there may be an issue with your delivery, please contact:
Please include your order number when contacting us.
My tracking says delivered, but I can't find my package. What should I do?
We recommend checking the following first:
-
Around the delivery location, including entrances, porches, side doors, garages, or other safe places.
-
With other members of your household.
-
With neighbors, where appropriate.
-
With your building management, reception desk, concierge, or mailroom.
-
Any delivery photograph, message, or notification provided by the shipping carrier.
If you are still unable to locate your package, please contact support@pratensia.com with your order number and tracking information.
Returns & Refunds
Can I return my order?
Eligible products may be returned within 30 days of receipt, subject to the conditions set out in our Return & Refund Policy.
Returned eligible items will be refunded in accordance with our policy. Original shipping charges are generally non-refundable.
Return conditions may vary during promotional periods, special sales, or other limited-time events. Please review the applicable promotion terms before placing your order.
Because cosmetics, skincare, personal-care products, and certain beauty tools may be hygiene-sensitive, please contact our Customer Care team before returning any item.
How do I request a return?
Please contact:
Include:
-
Your full name
-
Your order number
-
The item you would like to return
-
A brief explanation of your return request
Our Customer Care team will review your request and provide the appropriate next steps and return instructions.
Please do not send products back before contacting us.
Products returned without prior instructions may not be accepted or may experience processing delays.
What if my product arrives damaged?
If an item arrives damaged, please contact us within 14 days of receiving your order.
Email:
Please include:
-
Your order number
-
A description of the issue
-
Clear photographs of the damaged product
-
Photographs of the packaging, where relevant
Using “DAMAGED” in the email subject line may help us identify your request more efficiently.
Our Customer Care team will review the information and provide the appropriate next steps.
What if I received the wrong product?
If the product you received is different from what you ordered, please contact support@pratensia.com.
Please include your order number and clear photographs showing the item you received.
Our team will review the information and work toward an appropriate resolution.
What if an item is missing from my order?
If you have not received your complete order, please contact:
Please include your order number and use “MISSING ITEM” in the subject line where possible.
We will review your order details and assist you accordingly.
How will I receive my refund?
Once a refund has been approved and processed, it will generally be issued to the original payment method used for your purchase.
After we issue a refund, your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.
Processing times can vary depending on the financial institution or payment provider.
Products & Beauty Care
What types of products does Pratensia offer?
Pratensia carefully curates beauty essentials designed to make everyday routines feel simple, expressive, and refined.
Our selection may include:
-
Lip products
-
Eye makeup
-
Complexion essentials
-
Setting and finishing products
-
Skincare
-
Beauty tools
-
Other carefully selected beauty essentials
Product availability may change from time to time as we update and expand our collections.
Are product results guaranteed?
No.
Cosmetic, skincare, beauty, and personal-care products may produce different experiences and results for different individuals.
Results can vary depending on factors including skin type, skin tone, sensitivity, environment, lifestyle, application technique, frequency of use, and individual characteristics.
Customer experiences, reviews, photographs, before-and-after images, and product descriptions should not be interpreted as a guarantee that every customer will achieve the same result.
How do I know which product is right for me?
We recommend carefully reviewing the product description, ingredients, shade information, application instructions, warnings, and other information provided on the individual product page before purchasing.
Beauty is personal, and the best choice may depend on your preferences, skin type, skin tone, desired finish, routine, and individual needs.
If you have specific sensitivities, allergies, skin concerns, or medical questions, please consult an appropriate qualified healthcare professional before using a new product.
I have sensitive skin. Can I use Pratensia products?
Skin sensitivity varies from person to person.
Please carefully review the ingredient list, directions, warnings, and other information provided for the individual product before use.
If you have known allergies, sensitivities, an existing skin condition, or concerns about whether a product is appropriate for you, we recommend consulting an appropriate healthcare professional before use.
Where appropriate, consider performing a patch test before introducing a new cosmetic or skincare product into your routine.
What should I do if irritation occurs?
Discontinue use if you experience irritation, discomfort, redness, swelling, or another unexpected reaction.
If symptoms are significant, persistent, or concerning, seek appropriate medical advice.
Can product colors look different in person?
Yes.
Colors shown on our website may vary slightly depending on screen settings, lighting conditions, photography, device display, and individual skin tone.
For makeup products in particular, the same shade may appear different depending on complexion, undertone, lighting, and application.
We aim to present our products as accurately as reasonably possible, but exact color reproduction cannot always be guaranteed across every screen or device.
Product Availability
Why is a product or shade unavailable?
Some products, shades, or variations may sell out due to demand or limited availability.
Availability may also change as we update our collections.
If an item is currently unavailable, please check our website again periodically for updates.
Will sold-out products be restocked?
Some products may be restocked, while others may be limited releases or discontinued.
Restock timing cannot always be guaranteed.
Promotions & Discount Codes
How do I use a discount code?
Where applicable, enter your discount or promotional code during checkout before completing payment.
Please review the promotion terms carefully, as certain discount codes may:
-
Have an expiration date
-
Apply only to selected products
-
Require a minimum order value
-
Be limited to one use per customer
-
Not be combinable with other promotions
Can I apply a discount after placing my order?
Discount codes generally need to be entered before the order is completed.
We cannot guarantee that a promotion or discount can be applied retroactively after an order has been placed.
Payments
Is checkout secure?
Yes. Our online store is powered by Shopify and uses supported payment technologies to provide a secure checkout experience.
Available payment methods may vary depending on your location and will be displayed during checkout.
What currency will I be charged in?
Available currencies may vary depending on your location and the settings displayed on our website.
The currency applicable to your order will be shown during your shopping and checkout experience.
Your bank or payment provider may apply foreign-exchange fees or other charges depending on your payment method and account.
Why was my payment declined?
Payments may be declined for a variety of reasons, including:
-
Incorrect card or billing information
-
Insufficient funds
-
Payment-provider security checks
-
Bank restrictions
-
International transaction restrictions
If your payment is declined, please verify your payment information or contact your bank or payment provider for further assistance.
Still Need Help?
Our Customer Care team will be happy to assist you.
For order-related enquiries, please include your order number so we can assist you more efficiently.
Company Information
Brand
Pratensia
Company Name
PENGJIELIMR INC
Company Address
1133 School St
Pueblo, CO 81006
US
Contact Information
+1 478-394-3089
Email
support@pratensia.com
Website
pratensia.com
Thank you for shopping with Pratensia.
Beauty, Uniquely You.