Frequently Asked Questions
SHIPPING INFORMATION
1. Where do you ship?
We offer worldwide shipping. Whether you’re ordering from the U.S. or internationally, we aim to deliver your Matte Beauty products wherever you are!
2. How much is shipping?
- U.S. orders: Standard shipping is free on all orders.
- International orders: Shipping rates are calculated at checkout and vary depending on your destination.
Please note that international customers may also be responsible for any customs fees, duties, or taxes charged by their country. These fees are not included in your order total or shipping cost.
3. How quickly will my order be processed?
Orders are typically processed within 24 hours of being placed. Once your order has been processed and shipped, you’ll receive a shipping confirmation email with your tracking information.
4. How long will shipping take?
- U.S. orders: Once shipped, orders typically arrive within 3–5 business days.
- International orders: Once shipped, orders generally arrive within 10–15 business days. Delivery times can vary depending on the destination, customs processing, and the local postal carrier.
These are estimated delivery times, not guaranteed delivery dates. Carrier delays, weather, holidays, customs, and other circumstances outside of our control may occasionally cause additional delays.
5. How do I track my order?
Once your order ships, you’ll receive a shipping confirmation email with a tracking number. You can use the tracking number to follow your package’s progress.
If you haven’t received a shipping confirmation or your tracking information hasn’t updated after several business days, please contact us at help@shopmattebeauty.com and we’ll be happy to help.
6. What if my package is lost, delayed, or damaged?
If your package appears to be lost, arrives damaged, or you’re experiencing another shipping issue, please contact us at help@shopmattebeauty.com with your order number and details about the issue.
If your package arrives damaged, please include photos of the packaging and damaged items when contacting us. This helps us determine the best way to assist you.
Once an order has been handed over to the shipping carrier, delivery is ultimately handled by the carrier. However, we’ll always do our best to help resolve any issues.
RETURNS & REFUNDS
1. What is your return policy?
Because our products are cosmetics and are intended for personal use, we have a limited return policy for hygiene and safety reasons. Eligible items must be unused, unopened, and in their original condition. You must contact us within 5 days of delivery to request a return.
Please do not send anything back without receiving approval from our team first. Unauthorized returns may not be accepted.
2. What items are not eligible for return?
For hygiene reasons, we cannot accept returns on:
- Opened or used products
- Any item that is not in its original condition
If you’re unsure whether your order qualifies for a return, please contact us before sending anything back.
3. How do I request a return?
To request a return, email help@shopmattebeauty.com within 5 days of delivery.
Please include:
- Your order number
- The item(s) you’d like to return
- The reason for the return
- Photos, if applicable
Our team will review your request and let you know whether your return is approved. If approved, we’ll provide you with instructions for sending the item back.
Please do not mail your return until we have approved it.
4. Who pays for return shipping?
Unless the return is the result of an error on our part—such as receiving the wrong item or receiving a defective product—the customer is responsible for return shipping costs.
If the issue was caused by us, we’ll work with you to determine the appropriate next steps.
5. When will I receive my refund?
Once your approved return is received and inspected, returns are typically processed within 1-2 business days. If your return is approved, your refund will be issued to your original payment method.
Please keep in mind that after we issue a refund, your bank or payment provider may need additional time to make the funds available in your account. Processing times vary by financial institution.
Original shipping charges, if applicable, are generally non-refundable.
6. Can I exchange an item?
At this time, we do not offer direct exchanges. If you’d like a different product or shade, you can return your eligible item for a refund and place a new order for the item you’d like instead.
STILL HAVE QUESTIONS?
We’re happy to help. If you have a question about your order, shipping, a return, or anything else, reach out to us at:
Please include your order number whenever possible so our team can assist you as quickly as possible.