FAQs

Do you ship internationally?

We ship worldwide!

 

Will I get charged customs? 

We pay all taxes on items to the UK & EU.

If you aren't from these countries it depends on what your country taxes on imports from the UK, some countries have trade agreements, others don't.

Please email us at info@glistencosmetics.com and we'll try and give you an idea 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.

 

Do you track delivery?

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. 

 

Where is my 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 up to 20 business days depending on destination. Please only contact us when the full 20 business days has passed (this doesn't include weekends)

 

I've put the incorrect address at checkout, can I change this?

Email us ASAP at info@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.

 

My pigment has dents/marks in it?

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!

 

My pigment has a smell?

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. 

 

What is the returns policy?

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. 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 info@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!

 

Who can I contact if I have questions about order status or returns and refunds?

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

  

Are you cruelty free and vegan?

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

   

What does pre-order mean?

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

 

Why are we doing pre-orders?

As some of you may or may not know, we're an indie brand. We are a small team of 3. 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.

 

How long will my pre-order take?

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. 

 

If I order an item that isn't on pre-order with a pre-ordered item will they come together or separately?

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.

 

If I pre-order will the money be taken straight away?

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