Glow Concept FAQ
Q: Where do you ship?
A: We ship worldwide with some exceptions. $5.00 flat rate shipping is available in the US only. If you’re shopping from Europe visit us at Winkylux.co.uk for the best shipping options. Inputting your address at checkout will allow you to see rates for your country before you purchase. If you don’t see your country listed you may contact us for special rates.
Q: How long will my order take to get to me?
A: US flat rate will take 2-5 business days. You should receive a tracking number shortly after you place an order. If you do not receive a tracking number in 24-48 business hours please check your spam mailbox first and then email us at [email protected] with “tracking” in the subject line.
Q: How much does shipping cost?
A: Flat rate shipping in the USA is $5.00. International shipping varies by country, and if you’re shopping from Europe visit us at Winkylux.co.uk. Inputting your address at checkout will allow you to view international rates before you purchase.
Q: How do I change my shipping address?
A: Email us ASAP. We strive to ship orders out by 3 pm that business day so please let us know if there is an error right away. Our customer service team is BFF’s with the shipping team so they’ll let them know.
Q: Do you offer expedited shipping?
A: Yes ma’am. Inputting your address at checkout will allow you to view express rates before you purchase.
Q: I live in Europe or Australia and I kind of need it now!
A: Good news for our European babes is that we have launched expedited shipping in Europe. Head over to Winkylux.co.uk to shop! If you’re located in Australia we suggest Mecca.
Q: Where is my package?
A: What! NO! It hasn’t arrived?! This is not cool. Please email [email protected] with “help” in the subject line for immediate service. Include your order number for an even faster resolution.
Q: Where are you located?
A: Downtown New York City.
Q: I have sensitive skin! Can I use Winky Lux products?
A: Winky Lux uses the highest quality ingredients available. Products are free of nasties and irritants. Our founder Natalie has extremely sensitive skin and personally tests everything before it’s available for sale. That said, everyone’s skin is very different so please discontinue any product that irritates you immediately and contact a doctor as soon as possible.
Q: Do Winky Lux products expire or go bad?
A: All makeup products expire unless they are made of twinkies (which you shouldn’t put on your face). Winky Lux products have a two-year shelf life.
Q: Do you test on animals?
A: Big No.
Q: Are your products vegan?
A: Some of them are and some of them contain beeswax which is a natural and safe product but should not be listed as vegan. We’ve opted to use beeswax instead of petrochemical derivatives because we think it’s safer and healthier. For a list of Vegan products please click here
Q: Can I get samples?
A: In order to keep our prices low we don’t offer sampling at this time, however, we do allow you to return anything you don’t love.
Q. How do I purchase Winky Lux products at wholesale?
A: Sorry we aren’t accepting wholesale orders at this time.
RETURNS & EXCHANGES
Q: What’s your return policy?
A: You may return any product within 45 days of purchase. Email [email protected] with “return” in the subject line.
Q: What’s your exchange policy?
A: You may exchange any product within 45 days of purchase. Email [email protected] with “exchange” in the subject line.
Q: When can I expect my refund?
A: We will process it 1-3 business days after we receive your returned product and send you an email confirmation. Please allow up to 14 days for your bank or credit card company to post it to your account.
Q: How do I exchange a gift?
A: If your gift-giver purchased it from winkylux.com, you should email us at [email protected] with the words “gift return” in the subject line. We will look up the order and send you the return instructions. If they purchased it from an authorized Winky Lux retailer please return it directly to that retailer.
Q: Help! I received the wrong color or my item arrived damaged.
A: What! Not ok! Accidents happen but we will attempt to fix this ASAP. Please email us a pic of the broken or incorrect product to receive return instructions.
Q: What forms of payment do you accept?
A: We accept Visa, Master Card, American Express, JCB and Discover debit and credit cards as well as Paypal.
Q: Is my payment secure?
A: Yes. We never store our customer’s credit card info.
Q. My payment was rejected. What do I do?
A: Ugh oh! please check that your billing information is correct on your submission. If it is please contact your credit card company.
Q: Can I change my payment method after my order is submitted?
A: Please contact us ASAP. If your product has shipped you cannot change your billing info.