How we take care of you

Shopping online should feel easy from the first click to the day your package arrives. That is the standard we hold ourselves to, and this page explains exactly how our customer service works, what you can expect from us, and how to get help when you need it.

We keep things straightforward. No fine print designed to trip you up. No automated runaround. Just clear answers and a real person ready to help.

Reaching our team

The fastest and most reliable way to get in touch is through our Contact Us page. Messages sent there go straight to our customer service team, and we aim to respond within 1 to 2 business days. During busy sale periods, it may take a little longer, but we will always get back to you.

Please include as much detail as you can in your message: your order number if you have one, the product you are asking about, and a clear description of what you need. The more we know up front, the faster we can help.

We do not publish a phone number or a mailing address, because we have found that written messages are the most accurate way to resolve questions and keep a record of every conversation. Everything happens through the Contact Us page, and nothing gets lost.

Order questions

Placing an order

Once you add items to your cart and complete checkout, you will receive an order confirmation. Please review it carefully. If anything looks wrong — an incorrect item, a wrong quantity, a missing discount — reach out through our Contact Us page as soon as possible so we can correct it before the order ships.

Changing or canceling an order

We know plans change. If you need to change or cancel an order, contact us as soon as you can. Orders are typically processed quickly, and once an order has moved into fulfillment, we may not be able to make changes. If that happens, you can still use our return process after delivery.

Tracking your order

After your order ships, you will receive a shipping confirmation with tracking information. You can use that tracking number to follow your package. Please allow a little time for the tracking to update after you receive the confirmation, as carriers sometimes take a day or two to scan a new shipment.

Order status and delays

Most orders arrive within the estimated 6 to 12 business days after dispatch. If your tracking has not updated in a while, or if you are worried about a delay, send us a message through the Contact Us page with your order number. We will look into it and give you a clear answer.

Product questions

Not sure which brush to start with? Wondering whether a palette will work for your skin tone? Need help choosing between two lip colors? Send us a note through the Contact Us page, and we will give you an honest recommendation.

We would rather help you pick the right product the first time than have you order something that sits unused in a drawer. Our team knows the assortment well and can talk you through the differences.

Returns and refunds

We want you to love what you order. If something is not right, you have 60 days from delivery to start a return. The full details are on our Refund Policy page, but here is the short version: contact us through the Contact Us page, let us know what went wrong, and we will guide you through the process.

Refunds are processed within 5 to 10 business days after the returned item arrives back with us. We will keep you updated along the way.

Shipping questions

Every order ships free worldwide, with no minimum spend and all duties and customs included. Orders are dispatched within 1 to 3 business days, and delivery is estimated at 6 to 12 business days.

If you have a question about shipping to your location, or if you want to confirm the details before ordering, reach out through the Contact Us page. Our full Shipping Policy page has more information on how we handle delivery.

Damaged or incorrect items

If your order arrives damaged, or if you receive the wrong item, please contact us right away through the Contact Us page. Include your order number and a description of the issue, and if possible a photo. We will make it right, whether that means a replacement or a refund.

We ask that you report any damage or error within a reasonable time after delivery so we can investigate with our shipping partners and improve our packaging.

Pricing and discounts

All prices are listed in USD. From time to time we run promotions of up to 70% off. The discount shown at checkout is the price you pay. We do not use fake countdowns or inflated original prices, and we do not add fees at the end of checkout.

If you believe a discount was not applied correctly, contact us through the Contact Us page with your order number and we will review it.

Our service commitment

Here is what we promise.

We will answer your message. Every inquiry gets a response, even if the answer takes a little digging.

We will be honest. If something went wrong, we will tell you what happened and what we are doing about it. No vague non-answers.

We will follow through. If we say we will check on a shipment or process a refund, we will do it and confirm with you.

We will keep improving. Every piece of feedback helps us tighten our packaging, our timing, and our product selection. If something about your experience could be better, we want to hear it.

A final note

Thank you for shopping with us. We know you have plenty of choices, and we are grateful you chose us. If anything about your order or your experience is less than great, please let us know through our Contact Us page. We are here to help, and we will do our best to make it right.