DELIVERY

1) Where do you deliver?

We deliver:

  • within the European Union (EU)
  • outside the EU (internationally), when the destination is eligible for shipping

Orders are shipped from Europe via a logistics partner.

2) How quickly is my order shipped?

Most products are prepared within 24 to 48 business hours.
In some cases, an order may be shipped the same day if it only contains “immediate shipping” products and is paid before noon (logistics center local time).

Shipping times may vary during high-demand periods (holidays, sales, special events).

3) What are the delivery times?

Delivery times are indicative (in business days, excluding weekends and public holidays) and depend on the carrier and destination country.

On average:

  • EU: 2 to 7 business days after shipment
  • Outside the EU: 5 to 15 business days after shipment (may be longer due to customs)

4) How are shipping fees calculated?

Shipping fees are calculated at checkout based on:

  • destination
  • weight/volume
  • available carrier

The total is displayed before confirming your order.

5) Will I receive a tracking number?

Yes. As soon as your order ships, a confirmation email includes your tracking link.

6) Can my order arrive in multiple packages?

Yes. Depending on stock availability or logistics, an order may be shipped in multiple parcels.
If that happens, you will receive separate tracking numbers.

7) Can I modify or cancel my order after payment?

We do our best, but:

  • before shipment: contact us immediately and we’ll try to process your request
  • after shipment: changes/cancellations are usually no longer possible

Support: support@makeup.paris

8) I made a mistake in the address: what should I do?

Contact us as soon as possible: support@makeup.paris

An incomplete or incorrect address may result in:

  • delay
  • return of the parcel
  • reshipping fees

If the parcel is delivered to the address provided at checkout, we cannot be held responsible for an input error.

9) What happens if I’m not home during delivery?

Depending on the carrier and country:

  • another delivery attempt may be made, or
  • the parcel may be dropped at a pickup point, or
  • the parcel may be returned after a holding period

It is the recipient’s responsibility to collect the parcel within the carrier’s deadline.

10) My parcel is marked “delivered” but I didn’t receive it

Before contacting us, please check:

  • the delivery address used
  • whether a neighbor/concierge received it
  • your mailbox / pickup point / secure area

Then contact us within 5 calendar days of the “delivered” status so we can open an investigation with the carrier and/or logistics partner.

Please provide:

  • order number
  • full address
  • any useful info (entry code, access, etc.)

11) My parcel is stuck / pending with the carrier

If tracking hasn’t updated for several days:

  1. wait another 48 business hours (some scans may be delayed)
  2. contact us with your tracking number

We will assist you in resolving the issue with the carrier.

INTERNATIONAL (NON-EU) – CUSTOMS & TAXES

12) Will I have to pay customs duties or taxes outside the EU?

Yes, it’s possible.

For deliveries outside the EU, the following charges are usually not included:

  • customs duties
  • local taxes (import VAT, etc.)
  • carrier handling fees

These fees are the responsibility of the recipient, even if the parcel is refused upon delivery.

13) What happens if I refuse the parcel due to customs fees?

If a parcel is refused, it may be:

  • returned,
  • or destroyed/abandoned depending on local regulations.

If a refund is possible, it may be reduced by actual costs incurred:

  • return shipping
  • processing fees
  • any customs charges

Taxes/customs paid to local authorities are non-refundable.

14) Can you guarantee there won’t be customs fees?

No. Each country has its own regulations.
Makeup.paris cannot predict or remove fees imposed by local authorities.

RECEPTION – DAMAGED, WRONG, OR MISSING PRODUCT

15) My parcel is damaged on arrival: what should I do?

If the parcel is visibly damaged:

  • take photos before opening
  • photograph the shipping label
  • keep all packaging
  • contact us within 5 calendar days of receiving the parcel

Send to support@makeup.paris:

  • order number
  • photos of the parcel + inside + products
  • a brief explanation of the issue

Without photos or packaging, support may be limited (carriers require proof).

16) An item is missing / I received the wrong product

Contact us within 5 calendar days of receiving your order. We’ll investigate and offer the best solution:

  • reship the missing item
  • exchange
  • partial/full refund depending on the case

17) Why is there a 5-day window to report an issue?

Because our logistics partners and carriers impose short reporting deadlines to allow for claims and transport insurance activation.

RETURNS & REFUNDS

18) Can I return a product if I change my mind?

Yes, if you are an EU consumer, you benefit from a 14-day right of withdrawal after receipt (except for the exceptions below).

To avoid misunderstandings:

  • a “change of mind” return is not an automatic “free exchange”
  • strict hygiene and product condition rules apply

19) Which products cannot be returned for hygiene reasons?

To protect your safety and that of our customers, returns are refused if:

  • the product has been opened
  • the seal (if any) is broken
  • the product has been tested or used
  • the item is incomplete, stained, or damaged

This particularly applies to:

  • makeup (lipsticks, glosses, foundations, mascaras, etc.)
  • face/body care
  • hygiene products
  • accessories in direct contact with skin

Returns are only accepted if the product is new, unused, and in its original packaging.

20) How can I exercise my right of withdrawal (EU)?

Email us at support@makeup.paris within 14 days of receipt, including:

  • order number
  • product(s) concerned
  • your name + order email

We will send you return instructions (address + steps).

21) What’s the deadline to return an item after withdrawal?

After your withdrawal request, you have 14 days to ship the return.

The return must be sent with tracking. Without proof of shipment, we cannot guarantee processing.

22) Who pays for return shipping?

  • Change of mind / withdrawal: return costs are the customer’s responsibility
  • Defective product / fulfillment error / damaged item: covered depending on the case (solution offered: replacement / prepaid return / refund)

23) Can I return a product from outside the EU?

Yes, but please note:

  • return shipping costs are generally your responsibility
  • customs formalities may apply
  • taxes/customs already paid are non-refundable

Note: Free return collection is not available outside the EU (return is handled and paid for by the sender).

24) Where should I send my return?

Never send back a parcel without prior approval.
The return address may vary depending on the product type and country.

Contact required: support@makeup.paris

25) What are the return acceptance conditions?

To be accepted, the return must be:

  • complete (manual, accessories, box if applicable)
  • in perfect, unused condition
  • in the original, clean, resellable packaging

Any item returned in a condition unsuitable for resale may be refused or partially refunded.

26) What happens if I return a product that doesn’t meet the conditions?

If the product is:

  • opened / used,
  • incomplete,
  • damaged,
  • or not suitable for resale,

we may:

  • refuse the refund,
  • or offer a partial refund,
  • or, if requested, return the product (shipping at your cost).

27) How long does it take to get a refund?

After receiving and inspecting the return, refunds are typically processed within 3 to 10 business days.

According to EU rules, the refund must be issued within 14 days of your withdrawal request, but we may wait for:

  • receipt of the items, or
  • reliable proof of shipment.

28) How is the refund issued?

Refunds are made via the original payment method (card, online payment, etc.).
For security reasons, we do not issue refunds to a different account.

29) Are the original shipping fees refunded?

  • Withdrawal (EU): standard delivery fees may be refunded under applicable law
  • Express/optional delivery: any extra cost may remain at the customer’s charge
  • Our error: fees may be refunded or compensated depending on the situation

30) Do you offer exchanges?

To ensure speed and traceability, we prefer:

  • a return + refund, then
  • placing a new order (with corrected shade/product)

This allows more reliable processing, especially for makeup items.