FAQs

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. 

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.

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. 

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.

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 & EU: Tax is included in the price you see at checkout. Orders to the EU must be under €150 to fall under the IOSS scheme — any orders above this amount will be subject to VAT.

US: 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 surpises, no sneaky fees!

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.

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 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.

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.

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 and we'll get replacements sent out to you right away.

Please read our returns policy page for more details!

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.

Some pigments smell, rather than covering this smell up with unnecessary ingredients, we leave them au naturel. If you leave the lid off for a few days it will eventually go away. 

We are! None of our products are tested on animals, or have any animal product in them. We are certified by PETA.

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. 

It means we are awaiting stock, as soon as we have this stock we will fulfil the order.

As some of you may or may not know, we're an indie brand. We are a small team. Pre-orders help us understand the demand for products. Sometimes it's really hard to know how popular a product is going to be and over ordering can be an issue for indie brands as we don't want to hold onto stock that wont budge.

On the product page for each item you pre-order there is a date stating the estimated date of dispatch. If you have pre-ordered several items we will wait for all items to be in stock before dispatching. 

Together - unless you message us and pay extra for shipping. We will generally not ship your order in parts just as it's not very environmentally friendly.

Yes. It will be as if it was a normal order, but it will have a much longer processing time.