FAQ
SHIPPING
Q. How much is shipping?
A. All shipping rates will vary depending on a few different factors, including:
Domestic vs International shipments, weight of the items, delivery location, type of shipping selected, etc. Before paying for your items, you will be given multiple shipping rates to choose from at check out after you have entered the delivery address.
Q. Do you ship internationally?
A. Yes, we ship internationally. At check out, you will be given the different international shipping options available based on the shipping address you enter.
Q. How long after I place my order will it ship?
A. It takes 1-2 business days (excluding the day order is placed and weekends/holidays) to process an order. Processing has many steps such as printing the order, pulling items, quality assurance, packaging, shipping service pickup, etc.
Q. If I select expedited shipping, how long is processing?
A. Processing time and shipping time are two different things. If you select expedited shipping, we still need to print, pull items, quality check, package, etc. the order. Please look above for processing time. Once the items are picked up by the shipping service, then the expedited shipping period will take effect.
Q. Can I get expedited shipping if I use a "free shipping" promotional code?
A. No. When you use a free shipping promotion using a code, it applies toward standard shipping only. We will select the best economical shipping option to ship to you. Please understand that free shipping still costs actual shipping charges which we subsidize so we try to economize the shipping to be able to provide that promotional code to customers.
Q. My package says it was delivered but when I checked, it was not at my (delivery address). What should I do?
A. We use USPS, UPS and DHL for shipping. Each of these carriers provides a tracking number that allows you to track the progress of the package until delivery. Once the package has left our facility, we have no control over it. If the package becomes lost while in the possession of a carrier, a claim can be placed to have the cost of the items replaced. However, once the package has been delivered, what happens to that package it is out of the carrier's control. Please ensure you provide a delivery address where items won't be left out in the open and exposed to theft or will not be secure.
Q. My item arrived damaged. What should I do?
A. Cosmetics can become damaged due to the fragile nature of powder. We strongly suggest you use USPS Priority Mail or UPS to delivery your items because they include automatic insurance for lost or damaged packages. If you select USPS First Class and your items become damaged, they are not covered by any insurance and a claim cannot be placed (items cannot be replaced).
Q. Who is responsible for import taxes, duties and fees?
A. We are not responsible for any fees, duties, or taxes required by customs in the country the items are being shipped to. All shipping fees we require will be clearly shown to you alongside the service and estimated transit time upon checkout. Beyond that, each country charges it's own fees, duties and taxes to import which we have no control over and cannot determine ahead of time due to varying factors.
Q. I need to change my order. How do I do that?
A. We are not able to change an order once it is placed. The only option is to cancel it and replace the order. Please see the FAQ about canceling orders.
Q. I need to cancel my order. How can I do that?
A. If you need to cancel an order that has not yet been "processed" please email info@colornoir.com or by using the contact us link at the bottom of our page with your order number within 2 hours of placing your order. After this, we cannot guarantee the order can be cancelled because the order may already be in process (there are several steps such as printed, pulled, quality assurance, packaged, packed) but not yet marked as shipped. We will do our very best to assist you but please understand that an order can still ship out even if you requested to cancel it before getting a "order shipped" email.
Q. I provided the wrong shipping address and my package was returned. What happens now?
A. If a package is returned to us due to insufficient or wrong address, we will issue a refund for the product purchased (not including shipping). You are then welcome to order again with the correct shipping address. This is normally done because the package has already traveled and returned to us. If the package included a powder palette, we need to send a new palette that hasn't gone through the rough USPS/UPS/FedEx process.
Q. I'm not happy with my purchase and I want to return the products.
A. We accept returns on unused products. Unfortunately, we cannot accept returns on used products, due to the current health crisis. Please see our returns policy for more details.