Frequently Asked Questions

Product Questions

Are your products original/authentic?

Have questions about a particular product’s authenticity, brand or packaging? Please contact us before ordering and include the product name so you can request the details you need.

What if I have concerns about my product’s condition?

If your item arrives damaged, appears tampered with or differs from what you ordered, please contact us with your order number and clear photos of the item and packaging. See our Return Policy for applicable conditions and timelines.

Choosing Your Shade

How do I pick the right shade?

Check the shade name, description and any swatches available on the product page. Consider your undertone and the finish you prefer. Colours can look different on screens and on different skin tones. If you are unsure, contact us with the product and shades you are considering before ordering.

Delivery

Where do you deliver, how long does it take and what does it cost?

Please see our Delivery Information for delivery coverage, estimated timelines and shipping details. If you need clarification for your address, contact us before ordering.

Returns

Can I return or exchange a product?

Please read our Return Policy for eligibility, conditions, timelines and how to request a return. Check the policy before ordering if you are unsure whether an item can be returned.

Order Tracking

How can I track my order?

Use any tracking link or reference provided with your order updates. If you cannot find tracking details or need help checking your delivery, contact us with your order number.

What if my tracking has not updated?

Please contact us with your order number and tracking reference, if available, to ask for an update.

Still Have Questions?

Visit our Contact page for ways to get in touch.