You've got questions? We've got answers.
Don't see the answer to your question here? Contact us and we'll get back to you ASAP!
Q: Where is my package?
A: What! NO! It hasn't arrived?! This is not cool. Please email email@example.com with "help" in the subject line for immediate service. Include your order number for an even faster resolution.
Q: Where do you ship?
A: We ship worldwide with some exceptions. $5.00 flat rate shipping is available in the US only. Inputting your address at checkout will allow you to see rates for your country before you purchase. If you don't see your country listed you may contact us for special rates.
Q: How long will my order take to get to me?
A: US flat rate will take 2-6 business days. You should receive a tracking number shortly after you place an order. If you do not receive a tracking number in 24-48 business hours please check your spam mailbox first and then email us at firstname.lastname@example.org with "tracking" in the subject line.
Q: How do I change my shipping address?
A: Email us ASAP. We strive to ship orders out by 3 pm that business day so please let us know if there is an error right away. Our customer service team is BFF's with the shipping team so they'll let them know.
Q: Do you offer expedited shipping?
A: Yes ma'am. Inputting your address at checkout will allow you to view express rates before you purchase. Please note that priority mail guarantees you receive your package 2-3 days from shipment, not the day of purchase. It can take up to three business days for your order to be processed and shipping label to be printed.
Q: Where are you located?
A: Downtown New York City.
Q: I have sensitive skin! Can I use Winky Lux products?
A: Winky Lux uses the highest quality ingredients available. Products are free of nasties and irritants. Our founder Natalie has extremely sensitive skin and personally tests everything before it's available for sale. That said, everyone's skin is very different so please discontinue any product that irritates you immediately and contact a doctor as soon as possible.
Q: Do Winky Lux products expire or go bad?
A: All makeup products expire unless they are made of twinkies (which you shouldn't put on your face). Please reference the product box for expiration dates. Typically Winky Lux products have a two-year shelf life.
Q: Do you test on animals?
A: Big No. All of our products are certified cruelty free.
Q: Are your products vegan?
A: While most of our products are vegan, our Glossy Boss Lip Glosses are made with beeswax which is not a vegan ingredient. We chose this ingredient for now because it’s very safe and effective, however we are working on a synthetic replacement that will just be as good in the future #science. For a list of vegan products please click here.
Q: Where are your products made?
A: Our products are made in the USA, China, Italy, and Canada.
Q: Are your products gluten-free?
A: Our products have no gluten in the ingredients and are produced in a clean, controlled environment where no food is produced. However we do not have a gluten free certification. We may take steps to get this in the future.
Q: Are your products fragrance-free?
A: While we tend to use mostly natural food flavors for sensory experience (example: natural vanilla in glosses) we do use fragrance in some products. Feel free to email us at email@example.com and we can elaborate based on the particular product.
Q: What is the confetti made of in the Confetti Balm?
A: It is made of mica and pigment. Both are safer, more sustainable alternatives to plastic glitter. It gently dissolves into a light shimmer when applied.
Q: Can I get samples?
A: Most of the time you can get a free sample each time you shop! Make sure to select the sample in your cart and add it to your order. Sample selection changes from time to time, so be on the lookout for new samples. Also, due to limited nature of the free samples, we are not able to reship samples if they arrive damaged, if you received the wrong one, or if one is missing from your order.
Q. How do I purchase Winky Lux products at wholesale?
A: Sorry we aren't accepting wholesale orders at this time.
Q: What's your return policy?
A: You may return any product within 45 days of purchase. Please fill out the return form here.
Q: What's your exchange policy?
A: You may exchange any product within 45 days of purchase. Please fill out the exchange form here.
Q: When can I expect my refund?
A: We will process it 1-3 business days after we receive your returned product and send you an email confirmation. Please allow up to 14 business days for your bank or credit card company to post it to your account.
Q: How do I exchange a gift?
A: If your gift-giver purchased it from winkylux.com, you should email us at firstname.lastname@example.org with the words "gift return" in the subject line. We will look up the order and send you the return instructions. If they purchased it from an authorized Winky Lux retailer please return it directly to that retailer.
Q: Help! I received the wrong color or my item arrived damaged.
A: What! Not ok! Accidents happen but we will attempt to fix this ASAP. Please email us at email@example.com with "Wrong Product" or "Damaged Product" in the subject line, along with a pic of the broken or incorrect product and we will send return instructions or a replacement.
Q: Do you accept Winky Lux returns from other retailers?
A: We can only accept returns for items purchased from winkylux.com. Products purchased from other retailers or etailers can only be returned to the original place of purchase. When you choose to buy through these outlets you are committing to their individual terms and conditions regarding refunds and returns.
Q: What forms of payment do you accept?
A: We accept Visa, Master Card, American Express, JCB and Discover debit and credit cards as well as Paypal.
Q: Is my payment secure?
A: Yes. We never store our customer's credit card info.
Q: Can I checkout in a different currency from USD?
A: While we do allow customers to browse in their desired currency, we can only process orders in USD.
Q. My payment was rejected. What do I do?
A: Ugh oh! Please check that your billing information is correct on your submission. If it is please contact your credit card company.
Q: Can I change my payment method after my order is submitted?
A: Please contact us ASAP. If your product has shipped you cannot change your billing info.
Q: What is Afterpay?
A: Afterpay is an alternative payment method service that allows us to offer our customers the ability to make purchases now and pay for them later! Payments are made in 4 equal (interest-free!) installments, made every 2 weeks.
Q: How do I use Afterpay?
A: Just shop winkylux.com and check out as usual. At checkout, select Afterpay as your payment method. You will be directed to the Afterpay website to register and provide payment details. If you’ve used Afterpay before, just log into your Afterpay account! Then follow the steps to complete your order — yes, it’s that easy! Typically, the first installment is paid at checkout, and the remaining 3 are made every 2 weeks (but don’t worry, your Winky Lux order will still ship out once your order is processed!). Please note, all items in your shopping bag must be eligible for Afterpay, and the order value must be between $35 and $1000. You will receive an instant approval decision on your order at checkout. Gift cards are not eligible for Afterpay; if you would like to also purchase a gift card, please place a separate order. You must be 18 years or older to create an Afterpay account.
Q. Is Afterpay available for international customers?
A: Yes! Afterpay is available for customers shipping to the US, UK, Australia, New Zealand, and Canada.
Q: Are there extra fees when I use Afterpay?
A: Nope! There are no fees associated with the account as long as installments are paid on time, according to the payment schedule (provided at the time of order approval). If you have an overdue payment, Afterpay automatically applies a grace period (usually 10 days unless otherwise noted) without you having to do anything. Late fees are incurred if payment is not made within the disclosed grace period.
Q: If I used Afterpay, can I still make a return?
A: Of course! If you checked out using Afterpay, you are still able to make a return.
Q: Where can I find out more about Afterpay?
A: For more information, visit Afterpay’s FAQ page here. If you have a question about your Afterpay account, please contact the Afterpay toll-free customer support line at 855-289-6014 or submit a question here .
Q: How do I become a Winky Rewards Member?
A: Create an account on the Rewards page and you will be enrolled in Winky Rewards. You get 50 points for enrolling (worth $5!).
If you already have a Winky Lux account, you are automatically enrolled.
Q: How do I access my Rewards account?
A: To access your Rewards account log in via the Rewards page.
If you do not know your username, please email us at firstname.lastname@example.org and we will send you an activation email.
Q: How do I earn points?
A: Earn points every time you shop, refer friends, follow us on social and more! Visit the Rewards page to see all the ways you can earn points.
Q: When will I see my referral rewards?
A: Once your friend successfully completes their first purchase using your referral link, your $10 in rewards points will reflect in your account within 24-48 hours.
Q: I want to change my email address. Will my Reward Points carry over?
A: Please email us at email@example.com and let us know the email address associated with your current account and the new email address you’d like to use and we will assist with transferring the points.
Q: If I return a product that was purchased with Reward Points, will I get my points back?
A: Yes, your points will be transferred back to your Rewards account after a refund is processed for your returned product.
Q: I'm a VIP Member. How do I gain exclusive access to sales, special offers, and first access to new product launches?
Q: How do I check my point balance?
A: Log in and navigate to the Rewards page.
Q: What are the benefits of VIP status?
A: GOLD Tier benefits include 1.25 per $1 spent, 75 bonus birthday points, free standard shipping, early access to sales and the ability to redeem points for exclusive products.
DIAMOND Tier benefits include all of the above benefits plus exclusive discounts and offers throughout the year and exclusive event access at Winky Lux stores.
Q: How do I use my points to redeem rewards?
A: You can use your points at checkout to redeem for dollars off your order. Every 100 points = $10 (but you can redeem any increments you’d like). A minimum purchase of $10 required to use your points. You can redeem your points toward shipping fees, however a $5 shipping charge applies to any order less than $2 after points redemption.
You can also redeem points for products by navigating to the Rewards page.
Q: Do my points expire?
A: Yes, points expire after 1 year of inactivity (not having earned or redeemed points for one year)
Q: Can I combine my rewards points with other discounts?
A: Rewards points cannot be redeemed for dollars off your order in combination with other promotional codes.
Have additional questions? Send us an email at firstname.lastname@example.org and we would be happy to help!