FAQs

We ship worldwide!

One of our main couriers is Royal Mail, we use these for most of our national and international mail, we do have other options available but Royal Mail is the most affordable option we offer. Royal Mail is the national mail service for the UK and the workers are quite rightly flighting for better pay and ways of working. They have been taking strike action in order to get this matter sorted, we were under the impression they were close to an agreement before Black Friday, but this didn't happen and unfortunately an agreement hasn't been met as of yet, this has meant strike action has gone well into the Christmas period causing delays for UK small businesses everywhere. We would like to ask if you could be as patient as possible as we try and navigate this. We can assure you your package is on its way albeit slower than we had hoped, if you have your tracking number your item has left our warehouse. The tracking can take a while to update as Royal Mail deal with their backlogs. If your package is a Christmas pressie and it looks like it won't arrive on time we have created a printable Christmas card which can be found here. If you have any questions about your order please don't hesitate to email us at help@glistencosmetics.com and we will do everything we can to put your mind at ease. 

We pay VAT on items to the UK & most of the EU (excluding Ireland currently)

Orders to the EU have to be under 150euro for it to be under the IOSS scheme, any orders over this amount will be subject to VAT.

Orders to the EU may be subject to brokerage fees, we have no say in this and cannot estimate these costs. 

If you aren't from the above countries it depends on what your country taxes on imports from the UK, some countries have trade agreements, others don't. Often our packages arrive without extra charge.

If you want to find out more about taxes, please email us at info@glistencosmetics.com and we'll try and give you an estimate of tax (if any) based on the order you place and where you live.

Please note: Glisten Cosmetics LTD is not responsible for any fees related to an import.

We offer a tracking for all deliveries. We do have a cheaper non-tracked service for certain countries, this service can take slightly longer than the tracked method. For added security and speed we recommend tracking your order. .

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.

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.

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.

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!