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. 

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. 

Sweepstakes Terms + Conditions

Eva NYC x Rooftop Cinema Club Drive-In Sweepstakes

The Eva NYC x Rooftop Cinema Club Sweepstakes (the ‘Contest’)begins at 10.00 a.m. EST on October 23, 2020 (‘Contest start date’) and ends at10.00 a.m. EST on November 9, 2020 (‘Contest end date’), and such periodreferred to herein as the ‘Contest period’.

The Contest is sponsored by Heat Makes Sense Inc (the Contestsponsor). Participation in the Contest constitutes entrants full andunconditional agreement and acceptance of these Official Rules.

The Contest:  

A participant that is considered a minor according to anyapplicable law, which its participance in the Contest requires an approval of a“representative” or a “guardian” (or any other legal equivalent), if at allrequired, hereby undertakes and declares that such approval has been granted toits participance (including the winning, if occurs). Company employees ormembers of their families are not allowed to participate (for such purposes, afamily member shall be significant other/s, parents and siblings.


Within the framework of the Contest, there will be three ways toenter as a participant in the sweepstakes. Two (2) winners and five (5) runner-upwinners total will be chosen at random and announced prior to the event date.


Byparticipating in the Contest you are granting Eva NYC the following usagerights to your personal information:


Send you promotional materials or other communications Process your payment card transactions Create and manage your online account Respond to your inquiries Communicate with you about, and administer your participation in, special events, contests, sweepstakes, programs, surveys and other offers Operate, evaluate and improve our business (including developing new products and services; managing our communications; analyzing our products; performing data analytics; and performing accounting, auditing and other internal functions) Comply with applicable legal requirements, relevant industry standards and our policies


How To Enter:


(1) BrandLanding Page on www.eva-nyc.com


Within the framework of the Contest, the Company shall poston the Company’s website (www.eva-nyc.com), Instagram and Facebook accountswith a link to where Participants can enter in their personal information(including but not limited to: email, first and last name, birthday month anddate) to submit an entry for the Contest.


(2) LeadGenerating Contest on Facebook/Instagram


Within the framework of the Contest, the Company shall host alead-generating contest across Company’s Instagram and Facebook accounts, whereParticipants can enter in their personal information (including but not limitedto: email, first and last name) to submit an entry for the contest.


(3) SocialMedia contest on Instagram


Within the framework of the contest, the Company shall host a SocialMedia Contest on Company’s Instagram account, where Participants can followinstructions provided on the social media post to submit an entry for thecontest.


NO PURCHASE OR PAYMENT NECESSARY TO ENTER OR TO WIN.  A PURCHASE WILL NOT IMPROVE YOUR CHANCES OFWINNING.  VOID WHERE PROHIBITED.


Prize:


There will be one (2) winners; each winner will receive aprize consisting of one (1) vehicle ticket to the Bring It On drive-inscreening* in Dallas, one (1) overnight stay for two (2) guests at a top Dallashotel**, and a $500 Eva NYC gift card, eligible for use on www.eva-nyc.com only.


The first five (5) runner-ups will each receive a $50 Eva NYC giftcard, eligible for use on www.eva-nyc.com only.


*winner must have a car to attendthe drive-in screening event on November 14, 2020.


** Airfares or any travel expensesto and from Dallas, if required, is not included in this promotion.

 


Eligibility


The Contest is open to legal residents of the 50 United States andDistricts of Columbia (excluding Puerto Rico and all U.S. territories andpossessions. By participating in the Contest, each entrant accepts the termsand conditions stated in the Official Rules, agrees to be bound by thedecisions of the Contest sponsor and warrants that he/she/they is eligible toparticipate. THE CONTEST IS VOID WHERE PROHIBITED OR RESTRICTED BY LAW and issubject to applicable federal, state, and local laws and regulations.


Selection of Winners


TheWinner will be announced on November 9, 2020 on the Company’s Instagram Account(and any other place where the Company chooses to post the announcement, as perits discretion, including but not limited to the Instagram Story of the Company/ Company’s Facebook page Feed / the Company’s Website or any other mediaplatform, at its discretion). The Company reserves the right to change placeand time of the announcement or to extend or shorten the period of time of theContest, without prior notice, at its discretion, as well as to publish theannouncement of the Winner and its details in any additional media platform,site, or social media platform of choice.


By participating in the Contest,each participant allows the Company, in the event that they win, to publish theparticipant’s name and/or location and/or photo and/or to tag participant’sInstagram account, including and for the purpose of promotional benefit, publicrelations and publishing, at the Company’s sole discretion. By participating inthe Contest, each participant Participants waives any claim with respect to theaforesaid.


In the event a potential winner does not accept the prize withinfive (5) business days of such notice, a potential winner is ineligible, or theprize or prize notification is not deliverable, an alternate winner may becontacted. The Contest sponsor is not responsible for and shall not be liablefor late, lost, misdirected or unsuccessful efforts to notify potentialwinners.


How to Redeem


The Drive-in at The Central: One (1) vehicle ticket will beemailed to each winner before November 14, each e-ticket/QR code will be validfor 1 vehicle (regardless of occupancy) to Bring It On screening only. Pleasereview following articles on vehicles types allowed HERE, and COVID-19 safetyrules HERE for entry. Moreinformation on Rooftop Cinema Club can be found at https://rooftopcinemaclub.com.


Eva NYC: Each winner will be contacted separately before the eventdate to redeem their hotel stay and $500 gift card via email or social media bythe Company’s official account. Prizes cannot be changed or replaced by anyother alternative, such as cash or any other method of reimbursement.


Contest Sponsor: Heat Makes Sense, 300Meserole Street, Brooklyn, NY 11206