Help & FAQ's
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 do you ship?
A: We ship worldwide with some exceptions. $4.35 flat rate 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 (sorry we don't ship to North Korea...So stop emailing us Kim).
Q: How long will my order take to get to me?
A: US flat rate will take 1-5 business days. You should receive a tracking number shortly after you place an order. If you do not receive a tracking number in 24 business hours please check your spam mail box first and then email us at email@example.com with "tracking" in the subject line.
Q: How much does shipping cost?
A: Flat rate shipping in the USA is $4.35. International shipping varies by country. Inputing your address at checkout will allow you to view international rates before you purchase.
Q: How do I change my shipping address?
A: Email us ASAP. We strive to ship orders out by 3pm 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.
Q: I live in Europe or Australia and I kind of need it now!
A: Unfortunately we don't offer expedited international shipping. If you're located in Europe, we suggest ordering from ASOS. They're our pals and will take good care of you. If you're located in Australia we suggest Sephora AU.
Q: Where is my package?
A: What! NO! It hasn't arrived?! This is not cool. Please email firstname.lastname@example.org with "help" in the subject line for immediate service. Include your order number for an even faster resolution.
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.
Q: Are your products vegan?
A: Some of them are and some of them contain beeswax which is a natural and safe product but should not be listed as vegan. We've opted to use beeswax instead of petrochemical derivatives because we think it's safer and healthier. For a list of Vegan products please click here
Q: Can I get samples?
A: In order to keep our prices low we don't offer sampling at this time however we do allow you to return anything you don't love.
Q. How do I purchase Winky Lux products at wholesale?
A: Sorry we aren't accepting wholesale orders at this time.
RETURNS & EXCHANGES
Q: What's your return policy?
A: You may return any product within 30 days of purchase. Email email@example.com with "return" in the subject line.
Q: What's your exchange policy?
A: You may exchange any product within 30 days of purchase. Email firstname.lastname@example.org 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 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 www.winkylux.com, you should email us at email@example.com with the words "gift return" in the subject line. We will look up the order and send you a return code. 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 a pic of the broken or incorrect product to receive a return code and shipping label.
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.