{"id":6558,"date":"2024-11-19T11:10:20","date_gmt":"2024-11-19T10:10:20","guid":{"rendered":"https:\/\/makeup.paris\/faq\/"},"modified":"2026-01-22T05:07:01","modified_gmt":"2026-01-22T04:07:01","slug":"faq","status":"publish","type":"page","link":"https:\/\/makeup.paris\/en\/faq\/","title":{"rendered":"Frequently Asked Questions"},"content":{"rendered":"\t\t
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DELIVERY<\/h2>

1) Where do you deliver?<\/h3>

We deliver:<\/p>

  • within the European Union (EU)<\/strong><\/li>
  • outside the EU (internationally)<\/strong>, when the destination is eligible for shipping<\/li><\/ul>

    Orders are shipped from Europe via a logistics partner<\/strong>.<\/p>

    2) How quickly is my order shipped?<\/h3>

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

    Shipping times may vary during high-demand periods (holidays, sales, special events).<\/p>

    3) What are the delivery times?<\/h3>

    Delivery times are indicative<\/strong> (in business days, excluding weekends and public holidays) and depend on the carrier and destination country.<\/p>

    On average:<\/p>

    • EU<\/strong>: 2 to 7 business days after shipment<\/li>
    • Outside the EU<\/strong>: 5 to 15 business days after shipment (may be longer due to customs)<\/li><\/ul>

      4) How are shipping fees calculated?<\/h3>

      Shipping fees are calculated at checkout based on:<\/p>

      • destination<\/li>
      • weight\/volume<\/li>
      • available carrier<\/li><\/ul>

        The total is displayed before confirming<\/strong> your order.<\/p>

        5) Will I receive a tracking number?<\/h3>

        Yes. As soon as your order ships, a confirmation email includes your tracking link<\/strong>.<\/p>

        6) Can my order arrive in multiple packages?<\/h3>

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

        7) Can I modify or cancel my order after payment?<\/h3>

        We do our best, but:<\/p>

        • before shipment<\/strong>: contact us immediately and we\u2019ll try to process your request<\/li>
        • after shipment<\/strong>: changes\/cancellations are usually no longer possible<\/li><\/ul>

          Support: support@makeup.paris<\/strong><\/p>

          8) I made a mistake in the address: what should I do?<\/h3>

          Contact us as soon as possible<\/strong>: support@makeup.paris<\/strong><\/p>

          An incomplete or incorrect address may result in:<\/p>

          • delay<\/li>
          • return of the parcel<\/li>
          • reshipping fees<\/li><\/ul>

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

            9) What happens if I\u2019m not home during delivery?<\/h3>

            Depending on the carrier and country:<\/p>

            • another delivery attempt may be made, or<\/strong><\/li>
            • the parcel may be dropped at a pickup point, or<\/strong><\/li>
            • the parcel may be returned after a holding period<\/li><\/ul>

              It is the recipient\u2019s responsibility to collect the parcel within the carrier\u2019s deadline.<\/p>

              10) My parcel is marked \u201cdelivered\u201d but I didn\u2019t receive it<\/h3>

              Before contacting us, please check:<\/p>

              • the delivery address used<\/li>
              • whether a neighbor\/concierge received it<\/li>
              • your mailbox \/ pickup point \/ secure area<\/li><\/ul>

                Then contact us within 5 calendar days<\/strong> of the \u201cdelivered\u201d status so we can open an investigation with the carrier and\/or logistics partner.<\/p>

                Please provide:<\/p>

                • order number<\/li>
                • full address<\/li>
                • any useful info (entry code, access, etc.)<\/li><\/ul>

                  11) My parcel is stuck \/ pending with the carrier<\/h3>

                  If tracking hasn’t updated for several days:<\/p>

                  1. wait another 48 business hours (some scans may be delayed)<\/li>
                  2. contact us with your tracking number<\/li><\/ol>

                    We will assist you in resolving the issue with the carrier.<\/p>

                    INTERNATIONAL (NON-EU) \u2013 CUSTOMS & TAXES<\/h2>

                    12) Will I have to pay customs duties or taxes outside the EU?<\/h3>

                    Yes, it’s possible<\/strong>.<\/p>

                    For deliveries outside the EU, the following charges are usually not included<\/strong>:<\/p>

                    • customs duties<\/li>
                    • local taxes (import VAT, etc.)<\/li>
                    • carrier handling fees<\/li><\/ul>

                      These fees are the responsibility of the recipient<\/strong>, even if the parcel is refused upon delivery.<\/p>

                      13) What happens if I refuse the parcel due to customs fees?<\/h3>

                      If a parcel is refused, it may be:<\/p>

                      • returned,<\/li>
                      • or destroyed\/abandoned depending on local regulations.<\/li><\/ul>

                        If a refund is possible, it may be reduced<\/strong> by actual costs incurred:<\/p>

                        • return shipping<\/li>
                        • processing fees<\/li>
                        • any customs charges<\/li><\/ul>

                          Taxes\/customs paid to local authorities are non-refundable.<\/p>

                          14) Can you guarantee there won\u2019t be customs fees?<\/h3>

                          No. Each country has its own regulations.
                          Makeup.paris cannot predict or remove fees imposed by local authorities.<\/p>

                          RECEPTION \u2013 DAMAGED, WRONG, OR MISSING PRODUCT<\/h2>

                          15) My parcel is damaged on arrival: what should I do?<\/h3>

                          If the parcel is visibly damaged:<\/p>

                          • take photos before opening<\/strong><\/li>
                          • photograph the shipping label<\/li>
                          • keep all packaging<\/strong><\/li>
                          • contact us within 5 calendar days<\/strong> of receiving the parcel<\/li><\/ul>

                            Send to support@makeup.paris<\/strong>:<\/p>

                            • order number<\/li>
                            • photos of the parcel + inside + products<\/li>
                            • a brief explanation of the issue<\/li><\/ul>

                              Without photos or packaging, support may be limited (carriers require proof).<\/p>

                              16) An item is missing \/ I received the wrong product<\/h3>

                              Contact us within 5 calendar days<\/strong> of receiving your order. We\u2019ll investigate and offer the best solution:<\/p>

                              • reship the missing item<\/li>
                              • exchange<\/li>
                              • partial\/full refund depending on the case<\/li><\/ul>

                                17) Why is there a 5-day window to report an issue?<\/h3>

                                Because our logistics partners and carriers impose short reporting deadlines to allow for claims and transport insurance activation.<\/p>

                                RETURNS & REFUNDS<\/h2>

                                18) Can I return a product if I change my mind?<\/h3>

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

                                To avoid misunderstandings:<\/p>

                                • a “change of mind” return is not an automatic “free exchange”<\/li>
                                • strict hygiene and product condition rules apply<\/li><\/ul>

                                  19) Which products cannot be returned for hygiene reasons?<\/h3>

                                  To protect your safety and that of our customers, returns are refused<\/strong> if:<\/p>

                                  • the product has been opened<\/strong><\/li>
                                  • the seal (if any) is broken<\/strong><\/li>
                                  • the product has been tested<\/strong> or used<\/strong><\/li>
                                  • the item is incomplete, stained, or damaged<\/li><\/ul>

                                    This particularly applies to:<\/p>

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

                                      Returns are only accepted if the product is new<\/strong>, unused<\/strong>, and in its original packaging<\/strong>.<\/p>

                                      20) How can I exercise my right of withdrawal (EU)?<\/h3>

                                      Email us at support@makeup.paris<\/strong> within 14 days of receipt, including:<\/p>

                                      • order number<\/li>
                                      • product(s) concerned<\/li>
                                      • your name + order email<\/li><\/ul>

                                        We will send you return instructions (address + steps).<\/p>

                                        21) What\u2019s the deadline to return an item after withdrawal?<\/h3>

                                        After your withdrawal request, you have 14 days<\/strong> to ship the return.<\/p>

                                        The return must be sent with tracking<\/strong>. Without proof of shipment, we cannot guarantee processing.<\/p>

                                        22) Who pays for return shipping?<\/h3>
                                        • Change of mind \/ withdrawal<\/strong>: return costs are the customer’s responsibility<\/li>
                                        • Defective product \/ fulfillment error \/ damaged item<\/strong>: covered depending on the case (solution offered: replacement \/ prepaid return \/ refund)<\/li><\/ul>

                                          23) Can I return a product from outside the EU?<\/h3>

                                          Yes, but please note:<\/p>

                                          • return shipping costs are generally your responsibility<\/strong><\/li>
                                          • customs formalities may apply<\/li>
                                          • taxes\/customs already paid are non-refundable<\/li><\/ul>

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

                                            24) Where should I send my return?<\/h3>

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

                                            Contact required: support@makeup.paris<\/strong><\/p>

                                            25) What are the return acceptance conditions?<\/h3>

                                            To be accepted, the return must be:<\/p>

                                            • complete (manual, accessories, box if applicable)<\/li>
                                            • in perfect, unused condition<\/li>
                                            • in the original, clean, resellable packaging<\/li><\/ul>

                                              Any item returned in a condition unsuitable for resale may be refused or partially refunded.<\/p>

                                              26) What happens if I return a product that doesn\u2019t meet the conditions?<\/h3>

                                              If the product is:<\/p>

                                              • opened \/ used,<\/li>
                                              • incomplete,<\/li>
                                              • damaged,<\/li>
                                              • or not suitable for resale,<\/li><\/ul>

                                                we may:<\/p>

                                                • refuse the refund,<\/li>
                                                • or offer a partial refund,<\/li>
                                                • or, if requested, return the product (shipping at your cost).<\/li><\/ul>

                                                  27) How long does it take to get a refund?<\/h3>

                                                  After receiving and inspecting the return, refunds are typically processed within 3 to 10 business days<\/strong>.<\/p>

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

                                                  • receipt of the items, or<\/strong><\/li>
                                                  • reliable proof of shipment.<\/li><\/ul>

                                                    28) How is the refund issued?<\/h3>

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

                                                    29) Are the original shipping fees refunded?<\/h3>
                                                    • Withdrawal (EU)<\/strong>: standard delivery fees may be refunded under applicable law<\/li>
                                                    • Express\/optional delivery<\/strong>: any extra cost may remain at the customer\u2019s charge<\/li>
                                                    • Our error<\/strong>: fees may be refunded or compensated depending on the situation<\/li><\/ul>

                                                      30) Do you offer exchanges?<\/h3>

                                                      To ensure speed and traceability, we prefer:<\/p>

                                                      • a return + refund<\/strong>, then<\/li>
                                                      • placing a new order<\/strong> (with corrected shade\/product)<\/li><\/ul>

                                                        This allows more reliable processing, especially for makeup items.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

                                                        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 […]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"page-full-width.php","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-6558","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/makeup.paris\/en\/wp-json\/wp\/v2\/pages\/6558","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/makeup.paris\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/makeup.paris\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/makeup.paris\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/makeup.paris\/en\/wp-json\/wp\/v2\/comments?post=6558"}],"version-history":[{"count":4,"href":"https:\/\/makeup.paris\/en\/wp-json\/wp\/v2\/pages\/6558\/revisions"}],"predecessor-version":[{"id":6562,"href":"https:\/\/makeup.paris\/en\/wp-json\/wp\/v2\/pages\/6558\/revisions\/6562"}],"wp:attachment":[{"href":"https:\/\/makeup.paris\/en\/wp-json\/wp\/v2\/media?parent=6558"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}