FAQ's

Questions? We’re here for you!

Shipping

What is the status of my order?

Due to COVID-19, we are experiencing processing delays—please allow up to 10 business days before your order will ship.

You will receive an email with tracking information once your order has been processed and shipped. After receiving your confirmation email, you can check the status of your order here at any time. Just use the same email you placed the order with, as well as the order number you received in your confirmation email.

Due to COVID-19, we are experiencing processing delays—please allow up to 10 business days before your order will ship.

What are my shipping options?

Eva NYC orders ship via FedEx/USPS on business days (Monday through Friday from 8:30am-5:30pm EST, excluding major holidays). Eva NYC offers free standard shipping to the contiguous 48 U.S. states on orders over $35.

We currently do not ship to P.O. boxes, APO, FPO, DPO destinations and freight forwarding addresses. We do not ship to Canada and Alaska, Hawaii, Puerto Rico, Guam, U.S. Virgin Islands and all other U.S. territories at this time. We require 1-2 business days for processing, and shipping can take up to 3-5 business days. For any further questions, please contact our Customer Service team.

Returns and Exchanges

How do I return an item?

If you are not totally satisfied with your eva-nyc.com purchase, we’ll happily accept returns within 30 days of receipt. Returns are free and easy!

Visit our return form. Once we receive your return, we will refund the credit card used for the initial purchase. Please be patient. Seeing a credit on your account can take several business days. Sadly, we cannot accept any returns and will not refund any items not purchased directly from eva-nyc.com

Product

Are Eva NYC products cruelty-free?​

Eva NYC never tests on animals. To show our commitment to being cruelty-free, Eva NYC is Leaping Bunny Certified.

Are Eva NYC products sulfate + paraben-free?

All hair care products are cruelty-free / sulfate-free* / paraben-free / phthalate-free / recyclable / vegan

*Except for select Last Call items.

When do my products expire?

Our haircare products, with the exception of aerosols, have a ‘Period After Opening’ which you can find written in the little jar symbol on the back of the package. The Period After Opening determines the amount of months the product stays fresh after the first use. Depending on the product, it could be between 12-24 months. Aerosols do not have a ‘Period After Opening’ since their contents are never exposed to the environment.

How do I register my tool?

To register your Eva NYC tool, please visit our Product Registration page.

Where are Eva NYC products made?

Our haircare products are produced in the United States, Canada, and Israel. Our hair tools are made in China.

Afterpay

What is Afterpay?

Afterpay is a service that allows you to make purchases now and pay for them in four equal payments made every 2 weeks without any interest.

How do I use Afterpay?

Simply shop online and add items to your shopping bag and checkout as normal. At checkout choose Installments by Afterpay as your payment method. First time customers will need to register with Afterpay and provide payment details as usual, returning customers simply log in to make their purchase. It’s that easy! Please note that all items in your shopping bag must be eligible for Afterpay and the bag value must be between $35 - $1000

Where can I use Afterpay?

Afterpay can only be applied to purchases made on our website. We do not ship internationally, so don't need this question on our FAQ

How does the payment schedule work?

All customers are required to make their first payment at the time of purchase, with the remaining three payments deducted automatically every two weeks from your chosen payment method. If you choose to make additional payments before your scheduled pay dates, you may do so through your Afterpay account. You can log in to your Afterpay account to view your payment schedule and make a payment before the due date if you choose to do so.

What if I can’t pay an Afterpay installment?

If you fail to make a payment, you will be charged an $8 late payment fee, and an additional $8 fee if the missed payment is not made within 7 days. Late fees will not exceed 25% of the total order amount. For more details, please see terms and conditions: afterpay.

When will my items be delivered if I use Installments by Afterpay?

Afterpay orders are delivered as per our standard shipping timeframe after you complete your order online. Visit our shipping page for more information by clicking here.

Is there a limit to how much I can spend on a single transaction?

Yes, transaction value limits apply to purchases made on YourWebsite.com using Installments by Afterpay. Bag value must be between $35 - $1000 to use Afterpay

What products are not eligible for purchase using Afterpay?

Afterpay is not available on purchases of gift cards. If you are purchasing gift cards along with Afterpay eligible products, you will need to place two separate orders.

How do I return or exchange an item purchased using Afterpay?

If you have changed your mind, you can return your Afterpay purchase in store or by mail for a refund. Please check that your return or exchange meets our Return policy here. Afterpay will be notified of your return and will process the appropriate refunds. Please do not return your purchase to Afterpay. If you believe there is fault or concern with your Afterpay purchase payment, please contact Afterpay customer support at info@afterpay.com

Where can I find out more about Afterpay?

If you would like to know more about Afterpay, visit the Afterpay website www.afterpay.com for a comprehensive list of FAQs, terms as well as Afterpay’s Privacy Policy which can be found at afterpay privacy policy. If you have any questions about your Afterpay account, please contact Afterpay directly via web form at help.afterpay.

Additional Support

How do I make a warranty claim?

To make a warranty claim, please visit our Warranty page. All warranty returns must include proof of purchase from an authorized retailer.

How can I reach the customer service team and when should I expect a response?

Please contact our Customer Service. Our team is available Monday through Friday from 9 a.m. to 5:30 p.m. EST. We do our best to respond to all customers within 48 hours.

Site Wide Promotions

Guidelines for Ongoing Promotions

All promotions are valid on eva-nyc.com purchases only.

Offers are not valid in conjunction with any other additional offer or promotions. Not valid for cash. No price adjustments.

Offers cannot be applied to previously placed offers or to orders placed after the expiration date and time.

We reserve the right to cancel any order due to unauthorized, altered, or ineligible use of the offer. We reserve the right to modify and/or cancel any promotion due to system error or unforseen problems.

Ongoing offers and their duration period are subject to change without notice.

Other restrictions and product exclusions may apply.

For any further questions, please contact our Customer Service. Our team is available Monday through Friday from 9 a.m. to 5:30 p.m. EST. We do our best to respond to all customers within 48 hours.