Order
Returns and Shade Promise exchanges
This is where a return or a shade exchange starts. The portal checks your item against the policy as you go, so you know where you stand before you pack anything. The label is prepaid, the original box is not needed, and there is no restocking fee.
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30 days
to return for a refund
Unopened and unused, from the day of delivery.
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45 days
for a Shade Promise exchange
One free per order on complexion products, even lightly used.
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$0
restocking fee
And the label is on us when the fault is ours or it is a Shade Promise exchange.
Look up your order
Enter the order number and the email you ordered with.
Pick the item and the reason
Wrong item, arrived damaged, faulty, changed my mind, or a Shade Promise exchange.
For an exchange, pick the new shade
The Shade Library and the Shade Finder help you choose before you do.
Print the prepaid label
Use any box or padded mailer.
Follow the next step
The portal shows what happens next, and when a new shade ships.
Return questions
Can I return makeup I have opened?
A complexion product, yes, as a Shade Promise exchange. An opened lip, eye or liquid product cannot come back, unless it arrived damaged, defective or wrong, or caused a reaction.
I am past the window.
You can still submit a review request here and our returns team decides. Late returns are rarely approved.
The portal is asking me to pay for the label on a wrong or damaged item.
It should not. Write to us and our returns team will correct it.
My powder arrived broken. Do I send it back?
No. A photo is enough. With shipping protection on the order, the claim is filed on the protection page instead.
A brush or case stopped working after a while.
That is a warranty claim rather than a return.