A Letter from CEO Mary Dillon:
We Look Forward to Welcoming You Back to Ulta Beauty
with Safety at Heart
I hope this finds you well and staying safe. As I’ve shared throughout this journey, your safety and the safety of our associates are our top priority. Since our stores closed in mid-March, our teams have been planning how to reopen – not just when – and keeping your wellbeing as our top consideration with every decision. With that in mind, today I am writing to share an update about our reopening approach and the first steps we are taking to welcome you back to Ulta Beauty.
We recently launched Curbside Pickup, which is now available at more than 700 Ulta Beauty stores and will be opening at many more stores in the coming weeks. An extension of our already popular Buy Online Pickup in Store service, we worked to make this limited-contact, drive-up shopping experience as convenient and safe as possible for you to get all your beauty favorites. Learn more about where we offer Curbside Pickup.
This week, we reopened approximately 180 stores, and several of those offer hair services in our salons. As part of our thoughtful, phased reopening approach, each store was chosen after careful consideration of many factors, most importantly our ability to welcome you back safely. Find reopened stores near you and the shopping options and services at each. Of course, we will let you know when stores in your area reopen.
We want you to feel safe and comfortable when you’re shopping. Our teams have worked with government and health officials and other retail leaders to bring the best shopping experiences to our stores. These practices, our Shop Safe Standards, include but are not limited to the following:
As testers will be unavailable, remember GLAMlab®, our interactive virtual try-on experience in the Ulta Beauty app, puts discovery at your fingertips as a convenient, safe alternative. Whether in-store or at home, GLAMlab makes shade matching and color swatching simple and really fun!
As we open stores, in appreciation for our healthcare heroes’ tireless efforts to keep us all healthy, we will offer them a half price haircut and style. Healthcare heroes with a work ID can enjoy this service within the first month their local Ulta Beauty store is open. Another way we’re showing our gratitude is with the more than 85,000 beauty items we’ve shipped to ten national organizations serving healthcare workers across the country. These small acts reflect our big, heartfelt thanks to those taking care of us all.
We take our responsibility to make our stores safe seriously and believe our measured approach offers you options to shop in the ways you prefer. In addition to curbside pickup, as we continue to reopen stores, we’ll offer Buy Online Pickup in Store and of course, you can continue to shop on ulta.com or the Ulta Beauty app.
On behalf of the entire team at Ulta Beauty, thank you for your continued loyalty, support and passion for All Things Beauty™. We will keep listening, learning and moving forward together on this journey. We look forward to seeing you again soon, however you choose to shop with us. Let’s continue to take good care of each other.
CEO, Ulta Beauty
The health and safety of our community have always been our top priority, especially in how we reopen stores. We've been following guidance from federal, state and local government as well as localized COVID-19 data. Taking all of the above into consideration, we’ve decided to move forward in reopening select stores.
We know many guests have wanted a safe, convenient way to get the beauty essentials they love – and we want to deliver on that in the best way possible. With increased measures in place, we’re ensuring a safe, in-store shopping experience with hair services in select states and locations.
We’re taking a phased approach to reopenings, and more than 180 stores will reopen May 11th. More will follow as we monitor closely.
You can find the list of reopened stores here, which we’ll keep updating.
Select stores that are reopening will have reduced hours:
We’re making important updates and changes to ensure a safe shopping experience that follows CDC guidelines and local mandates. Here’s what you can expect:
Yes, we require everyone to wear face coverings inside our stores and during beauty services. It's our way of taking good care of you, and a way for you to take care of us and everyone in the store.
We’re limiting the number of people in each store to 40 at a time, including associates. You’ll see signage throughout the store as a reminder to allow at least 6 feet between yourself and others. We’ve also developed training for our associates and services teams.
As part of the pre-shift health check, associates will take their temperature at locations where Curbside Pickup is active or stores are reopened. This is part of the associate self-screening process related to key symptoms once they clock in for scheduled shifts.
Hair and brow services will be available in select reopened store locations with new safety processes and protocols in place; we will not offer skin services at this time. Please check your local Ulta Beauty Salon for service availability.
Hair and brow services will be available in select reopened stores with new health processes and protocols in place; we will not offer skin services at this time. Please check your local Ulta Beauty Salon for service availability. Your stylist or arch expert will provide more information about what to expect upon your arrival at your appointment.Beauty Services safety measures include:
We accept (and encourage) your favorite contactless payment methods like Apple Pay, Android Pay, Samsung Pay and contactless cards, including the Ultamate Rewards Credit Card. However, our reopened stores will accept cash, credit and gift cards as well.
Yes! Reopened stores will offer both Curbside Pickup and Buy Online Pickup In Store. We continue to extend our Curbside Pickup offering, even in areas where stores aren’t reopening. You can find active Curbside Pickup locations here.
As of November 16, 2020, our return policy will go back to 60 days after original purchase date for a full credit to your original form of payment.
After the 60-day period, you’ll receive merchandise credit for in-store use only.
If you want to process your return by mail, here’s how it works: Print your order confirmation and mark the items you want returned. If you don’t have access to a printer, neatly write your full name, order number and the item numbers for the products you’re returning (these can be found on your receipt) and send to the following address. You’ll receive a refund in the form of your original payment.
ulta.com Returns Center
1135 Arbor Drive
Romeoville, IL 60446
Good news—since stores have been temporarily closed since March 19th, we’re extending our return policy to 180 days.
While in-store merchandise credit is only designed for in-store use, it doesn’t expire. That means it’ll be waiting for any future purchase when you’re ready to visit our stores.
Unfortunately, no. To limit contact and ensure everyone’s safety and comfort, we ask that you leave your own shopping bag at home. For now, please allow us to provide you a bag for your purchases.
In light of temporary store closures, we postponed points expiration until 5/31/20, to allow guests more time to use their points. Points continue to expire quarterly (March 31, June 30, September 30 and December 31), 1 year after they are earned. Points do not expire for Ultamate Rewards Diamond and Platinum members.
Comenity Capital Bank handles all payment questions. You can send them a message through the Secure Message Center on Account Center. If you prefer calling, the phone number is listed on the back of your Ultamate Rewards Credit Card and on your billing statement.
As one of the many precautionary measures we’re taking due to COVID-19, we’ve placed our mailers on hold. Please visit ulta.com Sales & Coupons to learn more about our current offers. Thanks for your understanding!
We know many of our guests were excited about the $15 free shipping offer. Unfortunately, this was always meant to be a limited offer. We’ll continue to bring our guests new offers to help you shop during this time. Thank you for understanding.
*By appointment only and subject to availability. Must present a valid badge from a hospital or medical facility. Offer valid on one haircut and style or clipper cut per guest; excludes formal styling. Prices vary by stylist and location. Cannot be combined with any other service offer. Offer valid one month from date of store reopening, and appointment must take place within offer valid dates.