FAQs

We're based in Basingstoke, United Kingdom. We have a warehouse here were we ship orders across the world. We try our hardest to keep shipping rates cheap, and have free shipping options over a certain amount. We cover tax in US & EU!

Yes, we ship worldwide. Glisten Cosmetics do not ship to Russia and Israel and Shopify (our website prividor) doesn't support shipments to Cuba, Iran, North Korea, Syria or The Crimea region of Ukraine. 

Shipping providers we use are Asendia, Royal Mail, and DHL. Please ensure you are tracking your shipment, as customs fees may apply in some countries. Please note that if the shipping provider is Royal Mail it will be passed on to your country's national postal service.

Yes, BUT you must keep your order under 150EURO, otherwise the customs charge will be yours to pay. If you need to make a larger order we suggest you split the orders up.

If your parcel is returned to us because it was unclaimed or taxes not paid , you will be subject to a 10% restocking fee.

We include the tariff costs in the product price so everything is covered upfront and you won’t get any surprise fees when your order arrives.

The percentage we add is actually lower than the standard US tariff rate, as we split the cost with you and cover the difference ourselves. This way, the price you see at checkout is the final price you’ll pay.

We build customs charges into our product prices for both EU and US customers, so you won’t face any surprise fees when your order arrives. The amount we include is actually lower than the standard customs rate, as we split the cost and cover part of it ourselves.

UK: Tax is included in the price you see at checkout.

US & EU: Tax is also included in the price you see, the % is lower than what we pay as we have decided to split this cost between us and you. No surprises, no sneaky fees!

Orders to the EU must be under €150 to fall under the IOSS scheme — any orders above this amount will be subject to VAT. If your parcel is returned to us because it was unclaimed or taxes not paid , you will be subject to a 10% restocking fee.

Other countries: Customs and duties depend on your country’s import rules. Some countries have trade agreements with the UK, and many of our packages arrive without extra charges.

If you’d like an estimate of possible taxes or fees for your order, you can email us at info@glistencosmetics.com and we’ll do our best to help.

Please note: Glisten Cosmetics LTD is not responsible for any import fees charged by your country or courier.

Yes, all of our parcels are sent out with tracking, we have a couple of options depending on countries. Please note our shipping prices are set by the couriers and not us. 

For most countries you should receive your parcel within 14 business days. We can not give you an exact delivery date as this is done by the courier. If you have not received your parcel by the 14th business day please contact us at Help@glistencosmetics.com. If you have chosen Royal Mail as your courier, please note they hand the parcel to the national courier service of your country.

There are a few countries (Kuwait, South Africa) where collection of a parcel is a normal process however this should be held at your local post office. Please try and contact them first, if the parcel is not there please contact Help@glistencosmetics.com and we can find out the address for you.

It is likely that a neighbour or someone else has taken it, if this is the case get in touch with us within 14 days from when it says delivered (sooner if possible) and we will help as best as we can. Do ask your neighbours if they have taken it in by accident as this is normally the case.

Customs is a normal part of the delivery process so please don't worry, it is something we sadly have no control over however if your parcel has been in customs over 7 business days then please reach out to us and we can contact the courier to see if there is anything wrong. Please note busy periods i.e public holidays can have an affect on times.  

Here are the tracking links below, which should solve your tracking issue.

If your order was sent by Royal Mail: https://www.royalmail.com/track-your-item 

If your order was sent by Asendia: https://tracking.asendia.com/

If you are unsure who sent your package: https://parcelsapp.com/

If you have ordered by mistake or have changed your mind please get into contact with us within 12 hours and we can cancel or edit your order. If you contact us after this time we may have already processed your order. 

If you have forgotten to add your discount code dont worry we can add your discount code up until the package is dispatched. Please contact help@glistencosmetics.com with your order number and discount code and we will be able to do this for you.

We aim to have all orders shipped between 1-3 working days, shipping in the UK can take between 1-3 days and outside the UK can take a little longer. Please see our Shipping Policy for more information.

Email us ASAP at help@glistencosmetics.com. If your order hasn't been shipped we can change this. Glisten Cosmetics is not responsible for any package that goes missing due to inputting an incorrect address. Please double check your address before placing an order.

We do offer exchanges, please email help@glistencosmetics.com within 14 days.

We do not cover the cost of any exchanges or returns outside of the UK.

If you are unhappy with our product we accept returns within 28 days of delivery, once we have the item back we'll process the refund as long as the items are in the same condition as you received them (unused). We cannot offer refunds for used products.

Due to the hygienic nature of cosmetics, we do not accept returns on custom-made palettes or items that have been opened (packaging included). To return or exchange items you must contact help@glistencosmetics.com within 14 days of placing your order.

If you have built a custom palette we will not be able to accept returns unless the item is faulty. 

If your items have been received broken or open, then please email us at help@glistencosmetics.com with a photo asap.

You can email us at help@glistencosmetics.com and we aim to respond within 2 working days.

Our liners and pigments are classed as eye safe under UK & EU law. Some colours contain pigments, which according to US law may not be suitable for use in the eye area.

Yes, they are! None of our products are tested on animals.

Quite a lot of products on the market are multi-use but aren't always marketed that way.

Spectra Set - Blush, Face, Eyes

Spectra Base - Blush, Lips, Eyes

Spectra Lash - Lashes & Brows

Spectra Pencil - Lips & Eyes

Yes! The barcodes are not intended to be a seal for our products. They are used for our items that we send to our stockist so please don’t worry. If you do have any concern then please contact us at Help@glistencosmetics.com.

It's unlikely to happen in the pots, but it can happen in the pans due them not having lids. Unlike shadows which are dry, Wet Liners are left to set, pressed and then wrapped/packaged. When you order they are then opened and built into your palette. Occasionally there will be imperfections in the pressing, or they can get knocked after the pressing causing dents. This doesn't make them unsafe or used.  All of our liners are wrapped straight after production. We do make every effort to make sure they are pressed nicely. If you are unhappy or worried about how your Wet Liner looks, drop us an email! We will always assist!

Wet Liners start as a firm putty like consistency, they are then pressed into pots/pans. As water is added the consistency can get looser. This especially happens if too much water is added to your liner again and again. They will eventually dry back out but this can take some time. We recommend never adding water directly into pots, but dipping your brush in water and swirling. Make sure your liners are dry before replacing lids fully. If you are having troubles with your liners drop us an email and we'll be more than happy to assist. 

Wet Liners need activating with water, just dip your brush into a pot of water and swirl for 10 seconds, dip it in once more and swirl for 20+ seconds until it forms a melted ice cream consistency.

Shimmer and metallic liners take 30 seconds of swirling and duochrome liners take up to 60 seconds of swirling to activate for the first time!

This product is an Air Pump , which means it has no pump/straw and instead a vacuum is created when you pump, then the platform at the bottom raises to push the product into the dispenser. Every time it is opened it loses its vacuum and it’s hard to pump back out again.

We recommend giving the product a long hard shake and then a 30-60 second continuous pump to get the product going again. 

Secondly, there is a hole at the base of the bottle, sometimes the sticker could be covering this. Please ensure this is not covered as the bottle needs air flow.

If this doesn't work please let us know on email and we can replace for you.

This product is uses tubing technology, so the product creates tubes around your eyelashes, and to remove you have to 'melt' the product.

Take a cotton pad or cloth, damp with warm water, apply your damp pad/cloth to the lashes and hold for 30 seconds, then drag down to remove product from the lashes.

It takes 2 layers to show the full pigment, I would apply one layer and then apply the next straight after do not allow to dry fully as it's a tubing formula it can get thick if you allow to dry down before applying the next layer.

Spectra Lash isn't technically waterproof but is water resistant. Tubing mascara is removed with warm water BUT if you were to get wet from rain or sweat it wouldn't be enough to remove it. Therefore they're water resistant, they do not flake or smudge. 24hrs + wear time!

This product is meant to leave a stain, the colour in the bottle isn't always what how it will appear on your lips.

Apply 1-2 layers of Juicy Tint and allow to dry to a tacky touch approx 1-2 mins blot away with a dry towel/cloth.

This product is a gel formula, there is white cap that is in place you must not throw this away and replace each time. When closing the cap please close firm shut to ensure no air enters the packaging! Once opened they should last 12 months if the cap is replaced properly.

Chroma Pencil is a wax based formula so if not screwed down enough it can dry out the tip of the product.

Only screw the pencil up a short amount for each use, and warm on the back of your hand before applying for a smoother application,