Are your products cruelty free?
Yes, all products are cruelty free. Also, we do not ship to China to ensure that we remain 100% cruelty free.
Are your products vegan?
All of our loose eyeshadow pigments are vegan.
Where are your products from?
Our products are made worldwide. Please email us at firstname.lastname@example.org for information on a specific product.
How long will my delivery take to arrive?
All orders placed before 12pm GMT Monday to Friday will be dispatched on the same day. Any orders placed after 12pm will be dispatched the following business day. Orders placed at weekends and Bank Holidays will be processed on the next business day.
WE OFFER FREE SHIPPING ON ALL ORDERS WITHIN THE UNITED KINGDOM
Delivery within the United Kingdom takes 1-3 business days from dispatch.
Courier: Royal Mail
Service: Royal Mail 48
Tracked International Delivery takes on average 5 to 10 business days. This is dependent on your destination. Times may vary.
Please note, business days are Monday – Friday, excluding Bank Holidays.
Do you ship internationally?
Yes! We ship worldwide (excluding China). Shipping times vary.
GET FREE INTERNATIONAL SHIPPING ON ORDERS OVER £50
BELOW £50, THE COST OF SHIPPING IS £7.95
Courier: Royal Mail
Service: International Tracked
Our courier aims to deliver your tracked international parcels within 5 to 10 business days. Although, more remote destinations may take longer.
Which carrier will deliver my goods?
For Standard Delivery, we use Royal Mail 48.
For International Delivery, we use Royal Mail International Tracked.
Will I receive a text or call to let me know my delivery is on its way?
Yes, you will receive an email or text from us (depending on the information you have given us at the checkout) stating that your products are on their way. This email or text message will include a link where you can track your order. Please allow 24 hours for the tracking to update before contacting us about the whereabouts of your order.
The receipt of tracking numbers depends on your method of shipping. All international deliveries are fully tracked.
Can I track my order?
If your order contains a tracking number, this will be emailed or sent by SMS to you once your order has been dispatched.
In your text message, there will be a link included. Click the link and your tracking number will show. This tracking number is a clickable link. Please click the link and insert your tracking number.
In your email, click 'View Your Order'. Your tracking number will show on this page. This tracking number is a clickable link. Please click the link and insert your tracking number.
Do I need to be at home to accept the delivery?
For UK Deliveries
With Royal Mail, no. They will then leave a 'Something For You' card for you to advise on redelivery or collection from your local sorting office.
The process for deliveries outside of the United Kingdom varies from country to country. Please watch the tracking using your given tracking number to see the whereabouts of your parcel.
I missed my delivery! What do I do?
If you fail to collect your parcel after a missed delivery and the parcel is returned to us, we will process a refund for the order total minus the delivery cost. It is the customer's responsibility to organise redelivery if delivery is missed.
For example, if you paid £20 for a product plus £7.95 delivery, you would be refunded £20 in total (£27.95 - £7.95 = £20).
If you wanted the products after they have been returned to us, you will have to reorder through the site as normal.
Oops! I’ve given you the wrong address. What do I do?
Please email us as soon as possible and we can change the address provided it has not been dispatched yet. Alternatively, you can log into your account and change your address there.
If the parcel has been dispatched, we cannot change the address. You would not be refunded for your order if you don’t receive it due to you providing an incorrect address.
I haven’t received my order. What do I do?
Please email us at email@example.com and we can investigate this for you.
An item is classified as lost by Royal Mail when it is missing for:
15 business days in the UK
30 business days for delivery to Europe
35 business days for the rest of the world.
Please allow for these timescales to pass then we can investigate further.
During very busy periods we may incur delays and we will keep you informed.
We cannot process a claim for loss until 30 days have passed for international deliveries for the following methods: tracked, standard, tracked and signed.
There's an issue with my order. What do I do?
If there is a problem with your order (missing items, incorrect items) you must notify us within two working days of receiving the parcel.
Do you offer refunds or returns?
Yes, you have 14 days from the day you received your product(s) to return your UNUSED product(s) to us. For unwanted goods, you are responsible for paying the shipping fee to return the products to us. We advise that you send the product via a tracked service. If the product is lost during transit to us, you will not be refunded.
For a refund to be processed, the products must be unused. If there are any signs of use, the refund will not be processed.
A refund of your original delivery charge or return postage costs will only be given in the instance of incorrect, damaged or faulty goods.
Please email us at firstname.lastname@example.org if you wish to discuss a return or exchange.
How long does a refund take to process?
We will process a refund as soon as the goods are received back with us. Sometimes, we will ask for photographic evidence to support your return process too. Refunds are normally processed by your Card issuing bank within 2-5 working days of us raising the refund but some banks require 30 days to process.
What are the benefits of signing up to the newsletter or Facebook messenger notifications?
If you sign up, you will receive emails containing special offers and discount codes. You will also be notified first when products are restocked and when new products are released.