customer support

Frequently asked questions

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Returns and exchanges

  • What's your online return policy?
    Purchases made online can be returned within 30 days of delivery. You will need your order number and the ship to zip code.

    You are able to return your item for store credit, original form of payment or exchange for a different shade.

    Return costs back to our warehouse in Indiana are $5. You will be provided a pre-paid label or USPS QR Code to drop off with your local mail person or Post Office.

    NO EDITS OR CANCELLATIONS can be made to returns once placed. Returns from different orders cannot be combined. Should you have any issues with your return please email. Returns are processed daily. Once received you will be issued your refund or credit via email confirmation.

    You will generally receive your refund within 48 hours of the return package being marked as delivered. Returns can take up to 7 business days during peak season and depending on your bank. All returns are processed back to the original method of payment unless store credit is chosen. If the payment for an order was split between an E-gift Card and another method of payment, the return will automatically go back first to the E-gift card with any remainder to the second form of payment.

    All items marked as final sale cannot be returned or refunded.

    To return an online purchase in store please bring your order number & the items that you are returning so our team can take care of you properly. Please allow 24-48 hours for the return to be processed. The refund will be issued to the original form of payment. You will receive an email notification letting you know your refund has been processed.
  • What's your in store return policy?
    Our retail locations are now accepting returns for items purchased over the phone or in store. You have 30 days to return unused products purchased in store for a full refund.

    You can return products that are gently used for a store credit in the form of a gift card within 30 days of purchase.

    To initiate a return that was purchased in store, please contact the store directly to help you with the return process.
  • Can I exchange items purchased online?
    If you would like to exchange your item(s) please use our return portal here and select the store credit option. You will receive an E Gift Card once your return has been approved. This card can be used on any purchase in the future and does not expire. Not redeemable for cash. Items that are purchased as an exchange can be returned for store credit only.

Discounts and promotions

  • Can I enter multiple discount codes?
    Unfortunately, our system only allows one discount per order, as stated in our terms and conditions. If you have another discount code that you would like to use, please feel free to use it towards a future purchase.
  • Do you offer discounts or other promotions?
    We may offer discounts and other promotions from time to time, so be sure to sign up for emails to receive notifications. Our promotions are limited time only and cannot be applied to past orders. All marked down merchandise is final sale and cannot be returned. To learn more about our product exclusions, click here.
  • I signed up for an account with my email but didn’t get a discount code.
    Once you sign up for an account on our website, you will automatically be emailed a discount code. Please be sure to check your promotions and spam folders. Be sure to check your email before you place your first order. You must enter your 10% discount code at checkout for it to apply to your order.
  • I made a purchase a few days before your sale/promotion. Can I have the current discount/promotional gift added anyway?
    Unfortunately, we are unable to apply discounts or promo codes retroactively as sales and promotions are for a limited time only. While we would love to be able to provide a discount for everyone who placed their order before a sale or promotion, we do have to set some guidelines to ensure consistency and fairness to all customers. We hope that you can understand.
  • Are gift cards included in sales, promos and discounts codes?
    Gift cards are excluded from all sales, promotions (with a qualifier) and discount codes. To learn more about our promotion exclusions, click here.
  • My order is over $50, but after entering my discount code, I now have to pay for shipping. How come?
    If your order falls below $50 after you have entered the discount code, free shipping no longer applies. Your order must be over $50 after discounts have been entered and applied. We are unable to apply another discount code to enable free shipping, as stated in our terms and conditions.

Orders and shipping

  • When will my order ship?
    All in-stock orders are processed as quickly as possible but can take up to 48 hours to ship. If you place an order after 1pm CST on a Friday, your order will be fulfilled on that following Monday. Please keep in mind that this may change or be delayed during holidays and holiday weekends or due to inclement weather.
  • Can I cancel or change my order/shipping address?
    An order cannot be cancelled after it has been placed and you have confirmation. We are not able to make any exceptions. Additionally, we are not able to edit or modify orders in any way after they have been placed, including shipping address. If you made a mistake in your order, please email when you receive it and we will work out a return or other solution.
  • What shipping company do you use for shipping?
    Orders are shipped via DHL, FedEx or USPS depending on the quickest delivery method for your address. Once your order has shipped, you will get a confirmation email with tracking. Please note tracking can take up to 24 hours to show movement. If you received a DHL tracking number, on the DHL tracking page, be on the lookout for the link to the USPS tracking number in which your package will be delivered.
  • Where is my order?
    Once your package has left our fulfillment center you will immediately receive a shipping confirmation which allows you to track the package right to your door. If you have not received the email (please do check spam/junk/promotions folders), kindly email so that we may look into this for you. *tracking can take up to 8 hours to populate
  • I am unable to locate my package.
    Should your package declare a delivery confirmation but you are unable to locate it please email us immediately and we will be able to assist you. Any order reported missing 14 days after delivery receipt will not be eligible for a replacement, refund or resolution. Please do not file a claim directly for your missing package. Our Client Experience Team will be able to assist with this process. Filing a claim independently will affect your resolution process and may alter our ability to replace or refund your missing items.
  • What if an item arrived broken or damaged?
    Please email and include a photo of the item and a description of the damage. All damages need to be reported within 2 weeks of delivery receipt. Please keep our environment in mind, and respect that we only send out replacements if a product is damaged to the point that it is unusable.
  • What if I was sent the wrong item or something is missing from my order?
    Please contact with your order number and our Client Experience team will remedy this for you and make sure you receive the correct items.
  • Why do I have to sign for my package?
    Credo wants to ensure every order you make is safely and securely delivered to you. For this reason, all orders with a value of $500 and over will require a signature for delivery. Should you not be there to sign for your package, please find information in the links below on how to obtain your package. Package Sent USPS/DHL: Package Sent FedEx: If you need any further assistance please email.
  • How much does shipping cost?
    All orders over $50.00 after discounts have been applied, ship for free. Orders under $50.00 will incur an $8.50 shipping charge for DHL, FedEx or USPS ground transportation.
  • Where do you ship? Do you ship Internationally?
    We ship within the United States including Hawaii and Alaska. At this time, Credo does not ship Internationally or to Puerto Rico, Canada, Micronesia, Guam, Northern Marina Islands, Palau or US Virgin Islands.
    We now ship to PO Boxes.
  • May I use a Forwarding Service?
    At this time, we are not able to ship any orders to Freight Forwarding Services.
  • What forms of payment do you accept?
    Credo accepts all major credit cards, PayPal, Shopify Payments and AfterPay.

Credo Rewards

  • How do I sign up for Credo Rewards?
    You can sign up for Credo Rewards by simply creating an account or logging in to an existing account. Your Credo Rewards points are tracked by your email address, so don’t worry if you forgot to sign in to make a purchase. Use the same email address you use online for any purchases made in a Credo store and your points will automatically merge.
  • How do I see my Credo Rewards Point Balance and Membership Tier Status?
    Please login to your account or create an account. Once you are logged in, you can see your points and your membership status in your account.
  • I can only see my online transactions in my account, are my store purchases counted in my Credo Rewards points?
    Yes, your online account will only show transaction history for your purchases, but your points balance and membership tier do reflect your in-store purchases. If something looks off, please email us.
  • Can I link my Credo Rewards online account to my store account?
    You will need to use the same email address to check out online as you do in store. All rewards are tied to your email address so you must be logged in to your account to access your points and membership details online. If you have only purchased in store, please create an account using the same email address used to purchase in a Credo location.
  • I’ve shopped online/in store and definitely have points, but I cannot seem to access my points balance or membership tier details.
    Even though you may have shopped in store (or online) before, there is a chance you have never formally created an account on our website. Yes, even if you get our emails about your points balance. Click on “Create an Account” and be sure to use the same email you have used in store.
  • Can I consolidate two Credo Rewards accounts?
    If you’ve used multiple email addresses on and Credo store locations, please email us and include the email addresses you’ve used. Please also identify which email address you’d like to keep as your Credo Rewards address.
  • How do I redeem my Credo Rewards points?
    Our rewards program allows for you to earn points for in-store and online purchases. These points can be used to redeem a selection of deluxe to full-sized reward products. To redeem online, login to my account and go to the rewards tab. Add the reward you would like to your bag. When shopping in-store, you will see the Rewards items at the cash wrap when you check out. These rewards are limited in quantity and subject to change. To see what products are offered head to our rewards page.
  • Do my Credo Points expire?
    No, Credo Rewards points never expire.
  • I'm in Level 1. How do I achieve Level 2 Status?
    To achieve Level 2 status, spend $350+ in a rolling calendar year on Credo merchandise purchased online or in Credo stores. If you do not meet your spend threshold after a calendar year from entry date into the tier, you will be automatically moved into the next lowest tier.
  • I'm in Level 2. How do I achieve Level 3 Status?
    To achieve Level 3 status, you must spend $1000+ in a rolling calendar year on Credo merchandise purchased online or in Credo stores. If you do not meet your spend threshold after a calendar year from entry date into the tier, you will be automatically moved into the next lowest tier.
  • I'm in Level 3. How do I redeem my Free Shipping Benefit?
    You must be logged into your Credo Beauty account to redeem membership benefits, including rewards. Free shipping on all orders is only applicable to Level 3 members, and is only valid for orders placed online at
  • What happens to my points if I make a return?
    All points earned from the purchase, including bonus points, will be deducted from your account when merchandise is returned that was originally purchased using your Credo Beauty account.
  • Where can I go to find all of my Credo Rewards account information?
    Your Account Details page has all of your online order history and your current points balance and membership tier status. On this page, you can also redeem points for Rewards and learn more about your Credo Rewards benefits. To access this page, simply log in to your Credo Beauty account.

Gift Cards

  • Do you offer gift cards?
    We have E Gift cards which are only valid for online purchases. When you purchase an E gift card, you can choose to send it to yourself, somebody else with a gift message or print it. We also have physical gift cards which are only valid for in store purchases which can be purchased through our retail locations. These are also valid towards beauty bar appointments and spa treatments.


  • I'm interested in having my brand in Credo. How do I submit a brand for consideration?
    If you are interested in submitting your brand to Credo, please email All submissions must include complete ingredient listings for each product in your assortment in order to be considered, and every product must be compliant with The Dirty List®. Credo strives to have more Black and POC brands represented in our stores and online, so please do share with us this fact if it applies to you.


  • Does Credo recycle beauty products?
    We're committed to creating a more sustainable beauty industry, and recycling is a key part of this. We’ve founded Pact, a collective not-for-profit recycling program for the beauty industry, by the beauty industry, to create a more sustainable, circular system and reduce cosmetic waste. Recycle these empty items at home in your curbside recycling program: all glass, paper/cardboard, and plastics #1, 2 and 5, when they are the size of a yogurt cup or larger. Bring these empty items to your Credo store to throw in a Pact bin: plastics #1, 2 and 5 that are small, and other "hard to recycle" packages like squeezable tubes, makeup compacts and mascara tubes, pumps, and other small packaging. 1 authorized empty item = 10 Credo Rewards Points. Up to 12 items max can be recycled per store visit. (Please note, all products must be truly empty, and we cannot accept aerosols, perfume, nail products, toothpaste tubes, pouches, plastic bags and some other things that cannot be recycled even with specialty take back programs). Click here for a full Recycling Guide.
  • Are the products you carry cruelty free?
    Yes, all the products we carry are cruelty free.
  • I have some store credit from a return I made in store. Does this transfer to online purchases?
    Unfortunately, at this time there is no way to transfer store credit to your online account. If you would like to use your store credit but are unable to make it into a store, we suggest that you place a phone order through one of our stores, and they can charge you using your store credit. The store will then send your items directly.
  • Do you offer your products on wholesale?
    No. For all wholesale inquiries we recommend that you reach out to the brand directly.
  • Do you offer samples with purchases?
    As of June 1st 2021, Credo will no longer offer single-use sampling in-store. This is the first big milestone of our Sustainable Packaging Guidelines and was found necessary when we realized the impact these small items had on the environment. Customers will be able to purchase small reusable jars made of upcycled plant fiber. These jars can be reused when you travel, or in-store to sample again when you bring back your sanitized jars.