Question 1

How long does an order take to ship?

Accepted Answer

Orders placed before 2pm on a business day are packed the same day. Everything else goes out the next business morning. Domestic delivery usually lands 2–5 business days after dispatch, and you'll get a tracking number the moment your parcel leaves the studio.

Question 2

How much is shipping?

Accepted Answer

Shipping is calculated at checkout based on your address and the weight of your order. The exact amount is shown on the payment page before you confirm, so there are no surprises afterwards.

Question 3

Do you ship internationally?

Accepted Answer

Yes. International orders are shipped with tracked services and typically arrive in 7–14 business days. Any customs duties or import taxes are the recipient's responsibility.

Question 4

Can I change the address after ordering?

Accepted Answer

If your order hasn't shipped yet, send us a message with your order ID and the new address as soon as you can. Once a parcel is with the carrier we can't redirect it.

Question 5

What is your returns window?

Accepted Answer

Unopened products can be returned within 30 days of delivery for a refund. For hygiene reasons we can't accept opened lip or cheek products unless the item arrived damaged or faulty.

Question 6

How do I start a return?

Accepted Answer

Send us a message through the contact page with your order ID and what you'd like to return. We'll reply with return instructions and the address to send it to.

Question 7

My order arrived damaged. What now?

Accepted Answer

Message us with your order ID and a photo of the item and packaging. We'll send a replacement or refund straight away — no need to ship the damaged piece back.

Question 8

When will my refund appear?

Accepted Answer

Refunds are issued to the original payment method once we receive and check the return. Your bank usually posts it within 5–10 business days after that.

Question 9

Is it safe to pay on this site?

Accepted Answer

Yes. Card details are entered on a secure hosted payment page and handled entirely by Base44 Payments — they never touch this website and are never stored in our system.

Question 10

Do I need an account to order?

Accepted Answer

No. Guest checkout is available, so you can buy without creating an account or remembering a password.

Question 11

Which payment methods do you accept?

Accepted Answer

All major credit and debit cards. Available local methods are shown on the payment page based on your billing country.

Question 12

Will I get an invoice?

Accepted Answer

A receipt is emailed to the address you enter at checkout as soon as payment is approved, and it doubles as your invoice.

Question 13

Are the shades shown true to life?

Accepted Answer

We photograph every shade in daylight without heavy retouching. Screens still vary, so if you're deciding between two similar shades, message us and we'll describe the difference.

Question 14

Are your products cruelty-free?

Accepted Answer

None of our formulas are tested on animals, and we work only with suppliers who can confirm the same for their ingredients.

Question 15

What if something is out of stock?

Accepted Answer

Availability on every product page is live from our inventory. When a shade sells out it shows as unavailable until it's restocked.

Frequently asked questions