- Are you cruelty free? Vegan?
Most of our products are vegan, though not all of them are. All of our product bases are vegan, but sometimes we use colorants like carmine that are animal derived. All products that are not vegan are clearly marked on the product page, and you can sort by vegan items as you shop.
- Unfortunately, the term cruelty free can be subjective, so we do not always advertise ourselves as cruelty free. None of our products are tested on animals, and none of our ingredients are sourced from suppliers that test on animals. Some people believe you have to be vegan to be cruelty free, so we do not feel comfortable labeling ourselves as so. However, if your definition of cruelty free does not require all products to be vegan, we will be considered cruelty free by your definition.
- How long will it take for my order to ship?
- The Turn Around Time (TAT), which is the time frame in which your order will ship, can be found at the bottom of the page. It is currently 5-30 business days.
- This TAT is very padded. Most orders will go out within 10 business days. That being said, orders cannot be guaranteed within that time frame. If you have an urgent concern with your order, or need it quickly, please contact us so we can work something out.
The TAT begins the business day after your payment is cleared. Most payments are instant, but some payment methods, like PayPal eChecks, can take a while to clear. Your TAT will not start until your payment has been received by us. If you would like to check on the status of your payment, please contact us.
- I got a shipping notification, but my order tracking hasn't moved!
- The most likely reason your order hasn't moved is because your order hasn't been dropped off yet! Please allow 5 business days for your order to be dropped off at the post office. Shipping labels are purchased before orders are packed, so batches with a large volume of orders may take longer to be dropped off. Most packages will be dropped off the Monday after your shipping notification is received.
- Don't worry, your order will still be picked up by the post office before your TAT is up! We will never use shipping notifications to extend the TAT. Your TAT ends the day the post office receives the packages.
- If it has been more than 5 business days and your order hasn't updated, chances are that USPS has forgotten to scan your package. This is incredibly common, especially during the holidays, so be patient and your package will update soon!
- If you have any questions or concerns, do not hesitate to contact us to check on the status of your order, or for estimates of when your order will be dropped off.
- Can I combine orders?
Yes you may! If you place an order and want us to hold your order for a second order later on, please let us know as soon as possible! Shipping will be refunded for the second order. Please keep in mind that we do NOT hold orders for more than 2 weeks after the original TAT would've ended, and your TAT will be bound to the second order, not the first.
- If you are making multiple orders, you may use the code "OHNO" for free shipping so we can combine the orders easily! Keep in mind that using this code WITHOUT ANOTHER ORDER OPEN will result in your order being cancelled!!! This code is not intended to give everyone free shipping, it is intended for people combining orders so they don't have to pay for shipping multiple times. This code cannot be combined with other offers. (If you need to place another order during a sale, email us and we'll work something out!)
- Can you hold X item for me?
If you make your order and want us to hold it, we will hold your item for up to 2 weeks past the day the TAT would've ended. We will NOT hold limited edition items or items with limited stock unless you have ordered them.
- Do you offer refunds? What about returns?
- We do offer refunds! If you have an issue with your order, please contact us immediately. firstname.lastname@example.org is the best way to reach us, or you can use the site's contact form. We do not, however, accept returns due to the nature of our products.
- Why is international shipping so expensive?
Unfortunately, postage costs for international shipping have increased, and they've become quite high. We have priced our international shipping as low as we possibly can, and priced it by zones in order to save you the most amount of money possible. Even with this, you may find some countries have very high shipping costs. This is unavoidable due to the cost of postage. To remedy this, we do offer refunds on shipping overages. If your package costs less to mail (including materials) than you paid, we will refund the difference for you automatically.
- How are swatch photos done?
Swatches are taken in natural light. Highlighter swatches are done over bare skin. The heavy highlighter swatches are foiled with a setting spray to show the shimmer, while the blended swatches are over bare skin with no foiling. Eyeshadow swatches are done over NARS Smudgeproof Eye Primer. Extra glittery shades or shades with a strong duochrome are foiled with setting spray to show the shimmer.
- Do you offer blogger incentives?
We do offer blogger incentives for bloggers with a substantial follower count. Please email us at email@example.com with links to your social media. Keep in mind that we do not always give free products, and most bloggers should expect a discount.
- What's your free add-on policy?
Free samples are given out depending on how much you spend on each order. Here are the different "tiers" for incentives:
- Less than $5: No free add-ons.
- $5-24.99: One free eyeshadow sample.
- $25-49.99: Two free eyeshadow samples.
- $50-74.99: Three free eyeshadow samples.
- $75-99.99: Two free eyeshadow samples and one free/upgraded eyeshadow mini. (You may decide whether you would like to upgrade an existing sample in your order, or choose a new one to be added)
- $100-149.99: Two free eyeshadow samples and two free/upgraded eyeshadow minis.
- $150-$249.99: Two free/upgraded eyeshadow minis, one free/upgraded mini face product.
- $250 and up: Two free/upgraded eyeshadow full sizes, two free/upgraded mini face products.
- You may request the free add-ons to your order, and we will do our best to fill this request, but we cannot guarantee it.
- These price tiers do not include shipping.