FAQs & Policies
Policies and FAQ's
***Please note at this time we are unable to accept returns. All sales are final, please email us if you have any problems with your order.
For enquiries email us at firstname.lastname@example.org
Q. Do you ship worldwide?
Q. How Long until I get my order?
Processing times are 1-3 Working days (Monday-Friday)
Processing times for items such as Pre Mixed Lip Gloss Base are an additional 1-3 working days as these need to be made.
Shipping times vary depending on where you are in the world.
UK Customers - 1st Class shipping aims for the next working day but can take up to 2 days, Standard shipping/2nd Class aims for delivery within 1-3 working days.
International Customers - Shipping time depends on the shipping option you choose at checkout. For the fastest possible shipping please select UPS.
Most orders are sent signed for, please ensure someone is home to sign for your package.
Once your package has been sent to the post office or is picked up by UPS we have no control over it, if you have any issues please contact Royal Mail or UPS. We do not have any more knowledge on the location of your package outside of your tracking number.
Q. How much is shipping?
A. Please add the items you want to your cart and shipping prices will be calculated at checkout.
As both a wholesale and direct to consumer business, we have different shipping prices for wholesale products and direct to consumer products. If you purchase from both sets of products your shipping prices will combine.
Eve Cosmetics is not responsible for any orders that may be affected by customs, tax or any other back end charges, natural occurrences, transfers from Royal Mail to the local carrier in your country or air/ground transportation strikes or delays.
When you select the "Tracked" shipping option you will receive a tracking number for your package when the shipping label has been printed, you will be able to track your parcel until it gets to you.
When you select Standard international shipping you will not be able to track your item. Once your package has been dropped to the post office it should take up to 10 business days (Monday-Friday, excluding bank holidays). Please wait up to 14 business days before contacting us. Selecting the standard (non tracked) shipping option means you waive the right for a refund if your package is lost during transit.
Q. I accidentally entered my shipping address incorrectly, what can I do?
Please contact us ASAP via Twitter, Instagram or email (email@example.com) as most orders are processed and sent within a day.
If your order has already been sent out there is nothing we can do as we do not put a return address on our parcels. This means you will not receive a refund if your order does not reach you, as it will not be returned to us and we will not be incurring the cost of lost stock and postage due to errors made by customers giving the wrong address. If shipping has been paid for but not sent out, the customer will have to cover the cost of shipping again if the wrong address has been given.
Q. I accidently gave the wrong email address/I have not received an order confirmation.
A. Please contact us with your name and order number/address via email (firstname.lastname@example.org) with the correct email address.
If your order conformation email gets bounced back to us, we will not start processing your order until you contact us.
Q. Where are you based?
A. We are based in London, England.
Q. What is your refund policy?
A. We are currently not able to give refunds, all sales are final. In the event of faulty goods we are happy to send out a replacement. All e-products are non refundable.
Q. How long will my order take?
A. Wholesale orders that contain made to order products, such as Pre Mixed Lip Gloss Base, and pre order products will take longer than average to process, please allow an extra 1-3 business days. Pre orders will have the estimated shipping times available on the product page. If you order other products within the same order as pre order items your order will not ship until the pre order items are available to ship out.
Orders containing items such as, tubes, glitters and other non made to order products will be processed in the regular 1-3 working days time frame.
Q. My order arrive damaged what can I do?
A. Take clear photos of the damage to the outside packaging and any damaged products, also take photos of the inner packaging (e.g. bubble wrap, filling paper, void filler). Then send the images along with your order number to us at email@example.com and we will file a claim with the shipping company (UPS or Royal Mail) for compensation for your package.