Due to the nature of our products, all sales are final. We do not offer refunds, returns, cancellations, or exchanges on any product sold, including Gift Cards.
We reserve the right to refuse all returns.
If you purchased Route (shipping insurance/package protection) with your order and your products were lost, stolen, or damaged in transit, you must file a claim directly through Route. Any claims will be subject to Route's policies.
Please note that shipping/handling charges and their associated taxes are non-refundable.
Please inspect your order immediately upon receipt. If the product is defective, damaged, or missing, or if you receive the incorrect product, please contact Customer Support so we can evaluate the issue and make it right.
Please remember that colors will appear differently on individuals depending on skin tone and lip pigmentation. Items will not be replaced nor exchanged for this reason and are not considered exceptions.
We will review all requests submitted within 14 days of the delivery of the package. Requests received after this time frame are no longer eligible for review.
Please note that Exception requests will only be considered for products purchased directly from our online store and will not be considered for third-party retailers.
To review an Exception request, customers must provide:
Once reviewed, we will notify you if the Exception request is approved or denied within 10 days of the submission. If approved, we will give you the option of a replacement, store credit, or refund to the original payment method, as applicable.
Please note that shipping/handling charges, and their associated taxes, are non-refundable. However, any replacement for a damaged, defective, missing, or incorrect product will be shipped to you free of charge.
If your exception is approved and you refuse a product replacement or the product is no longer in stock, you may opt to receive your refund as store credit to your store account or return it to the original payment method.
All sales taxes will be refunded if your order has been sent to a destination within the United States. Outside the United States, customs duties and sales taxes are non-refundable. However, you may be able to recover these by contacting your local customs bureau or by hiring a customs broker.
*Please note that it takes 1-2 days to process a refund back to the original payment method. However, depending on your credit card provider or bank, the refund can take 1-2 billing cycles to post a credit to your account. Please contact the issuing credit card provider or bank for details.
Please note that shipping/handling charges and their associated taxes are non-refundable.
Last updated: February 21, 2025