Help & FAQ's

You've got questions? We've got answers. 

COVID-19 UPDATE: At this time our NY and California warehouses are open and working. We're upping our already high hygiene standards, staggering hours and running on a reduced staff to minimize social contact and keep our team safe. We're addressing it on a day-by-day basis. Because of the later hours, you may experience up to a 24 hour delay on shipping your order but can be assured that it will go out within 72 business hours. Thank you for your patience! ❤️

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 winky@winkylux.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 atwinky@winkylux.com 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). 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 winky@winkylux.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.  Email winky@winkylux.com with "return" in the subject line. 

        Q: What's your exchange policy?

        A: You may exchange any product within 45 days of purchase. Email winky@winkylux.com with "exchange" in the subject line. 

        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 winky@winkylux.com 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 winky@winkylux.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: 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. 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. 

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