FAQ

Curiosity is rewarded. We try to answer everything here so you’re not left in the dark. If you don’t find your answer here, shoot us an email.

Order

What if I need to change or cancel my order?

Please email hi@saiehello.com with your order number and we'll get back to you!

What's the status of my order?

You should receive an order confirmation after you place your order. We aim to process all orders within 2 business days (excluding weekends and holidays), but during high volume times, it can take longer. You should receive a tracking number when your order ships. Refer here for more information on timing of shipping. It can take up to 24 hours for the tracking to become active. 

With any other questions you can email hi@saiehello.com

Can I exchange my order?

We offer free exchanges for Slip Tint shades in most cases. Email hi@saiehello.com with your order number (and a selfie if possible) to begin your exchange process! At this time, we cannot offer exchanges on other opened products. 

For unopened items, we offer these options:

The Green Option
In order to avoid the carbon footprint of two shipments, we'd love to offer you a 10% discount toward your desired exchange! No need to send the product you have back to us - feel free to gift it to a friend!

The Yellow Option
We are happy to follow our Unopened Return policy if you'd prefer: we will accept returns on any unopened / unused products within 60 days of your purchase date. Once received back, we will refund the value of your order minus a $5.95 shipping and restocking fee. Please allow up to 14 business days for your refund to be processed and returned back to your statement.

What should I do if my package was lost or misdelivered?

Lost or misdelivered packages must be reported to Saie within 14 days of your shipment notification email (be sure to check your spam folder) in order to pursue replacement or refund. After that period, Saie can no longer take responsibility for the order. Thank you for your understanding.

What should I do if my items arrived damaged and/or defective?

Please send an email to hi@saiehello.com with a photo of the damaged item along with your order number, and our CX team would be happy to help resolve the matter with you!

Can I receive a replacements order?

If you believe your order to have been lost or stolen, please shoot us an email at hi@saiehello.com with your order number, and we’ll do our best to get to the bottom of it! 

How do I edit or cancel my order?

We can usually adjust order information within 24 hours of placement. Once an order has been shipped, we can no longer adjust the contents, shipping address, or shipping details of the purchase. Please reach out to us at hi@saiehello.com for assistance!

Do you offer promotion codes?

We love doing giveaways and special offers for our customers! For a little taste, feel free to text SAIE to (833) 761-7421, and follow the link we send for an automatic 10% off at checkout. Please note that only one discount can be applied per order.

What forms of payment of you accept?

We accept all major credit cards, PayPal, Apple Pay, Google Pay, and Amazon Pay.

How can I edit my shipping address?

Please email hi@saiehello.com if you realize the address is incorrect.

What if something I ordered arrived damaged? 

Oh no! Please email hi@saiehello.com with a photo of the damage and we'll do our best to get you new product.