Cancellations, Returns, Refunds, Damaged Items & Shipping

A Brief Overview

All sales on cosmetics (eyeshadow, premade eyeshadow palettes, face palettes) are final once received. We do not accept returns or exchanges. We do not refund, return or replace products based on liking. Please buy responsibly. If you purchased shipping protection at checkout, and need to utilize the service, please contact us to file a claim. See shipping protection terms of service  for more details. All sales on Mystery Boxes are final once received. We do not accept returns or exchanges on mystery boxes.

⚠️Allergies Advisement: please read the ingredients list carefully to assure that the item you are buying does not contain any ingredients you know you're allergic to. We do not offer refunds on cosmetics and all sales on cosmetic items are final.⚠️

We do not offer refunds on a product because you didn't like it. Please buy responsibly and refrain from purchasing if you're unsure. 

Empty magnetic palettes can be returned new or used within 10 days of your confirmed delivery date. Shipping on your original order is non-refundable and returns are subject to a 15% fee due to a change in Shopify's terms of service (March 2021). Customer must pay the return shipping costs. In the rare instance that we send a return label, the cost of the return label will be deducted from your refund. 

Provided your order has not shipped out, or has not been placed in our shipping queue, you can email us within 1 hour of placing your order to request cancellation. Cancellations after the 1 hour time period will incur a $6.00 fee.

Orders totaling $200 or more may require a signature from the recipient upon delivery.  

Cancellations 

Please be sure of your purchase before placing an order. Once orders are submitted, we don't have much time to cancel it without incurring fees and cancellation is not guaranteed.  If your order has already made it into our shipping cue, unfortunately, we are unable to cancel it. If there is an emergency and you must cancel your order after the 1 hour time period, there is a $6.00 charge that will be applied. If your order has already made it to our shipping  queue and has been packed for shipment, an additional charge of 15% to 35% (depending on the size of your order) will be added to cover the cost of fulfillment labor to pack your order. 

Order Pick Up

If you pick up your order, it must be done via an official carrier. For insurance purposes (pursuant to laws in the state of Colorado) we must know who the carrier is in advance and they must show employee identification. For example, if the carrier is UPS, they must show UPS, employee identification. Orders that are not picked up within 48 hours of pick and pack will incur a storage fee of $4.00 per day. 

Returns & Refunds

Due to a recent change in Shopify's Terms and Conditions, returns and late cancelled orders may be subject to a 15% transaction fee of the total price of the order. Adept Cosmetics® does not accept returns on any eyeshadow palette, eyeshadow product, or face product. These items are considered final sale. 

 

Magnetic Palettes

We are the one of the few independent brands that allows returns on used or opened items and as such, we have a very strict return policy that we do not deviate from. For items purchased at ADEPTCOSMETICS.COM product may be gently used and returned for a 100% money-back guarantee within 10 days of your confirmed delivery date. All returns need to include all original components, including branded box, etc.  If any items are missing, the return refund will be rejected and the item(s) will not be sent back to you.

Credit will be issued to the original form of payment for the amount of the item plus sales tax (if applicable). Shipping and handling charges are not included in refunds and customers are responsible for return shipping charges. The credit will appear on your bank statement within 1-2 billing cycles. Any item received by our Returns Department after 10 days of your confirmed delivery date will not be refunded and will not be returned back to you. For example, if your order shows a confirmed delivery date of January 4th, your return must be received by January 15th at the latest, (excluding holidays or Sundays). 

International Customers: Customers who are outside of the United States have 65 days from the date of purchase to return an item. Because duties and taxes are collected by the governing country (and not Adept Cosmetics) we cannot provide a refund for these expenses. 

How To Return An Item 

• Package the items for return in any box (returns in padded envelopes will only be accepted if your item was sent in a padded envelope) and enclose your name and order number  (the order number is a four to six digit number which was emailed to you after you placed your order on our website) on any slip of paper.
• All returns need to include all original components, including branded box, etc. If any items are missing the return refund is subject to a rejection of refund and we will not send back your return.
• Send your return to : Returns at Adept Cosmetics: Suite 102, Building F, 21699 E Quincy Ave. Aurora, CO 80015. 

Because you are responsible for the shipping costs and the safe return of merchandise, we suggest using FedEx, UPS or insured Parcel Post from the US Postal Services. 

Adept Cosmetics is not responsible for returned articles that were lost during transit, damaged items, or for items received after the stated return policy. Once we receive your return, please allow up to 3 business days for a refund notification to be sent to your email inbox. 

Your return value for individual items may vary based on the discount code applied to your entire order.

Refunds and Replacements for Empty Magnetic Palettes Received Damaged 

 (As of November 2021, we now offer Shipping Insurance. This will protect your package at checkout from loss, theft or damage.)

When we prepare your items for shipment, we do everything we can to try to avoid damages. For example, most of our products are encased in impact resistant foam. Unfortunately, mistakes happen and UPS drivers, mailmen, etc. can be rough with packages on occasion. The policy below does not apply to The Adept Palette® or the 88 Pan Empty Palette. If you feel that those items arrived damaged, you may send that in for a return credit at your own expense. 

Damage claims received after the 48 hour period will be ignored. Claims for damaged shipping boxes or damaged boxes where the actual product arrived undamaged will be ignored or denied. 

Domestic Customers: If you received a damaged item, you must notify us within 48 hours of delivery. We will refund any item with a cracked mirror (including Final Sale items) and we will replace all other items (Final Sale items that do not have a cracked mirror are excluded from this policy and will not be eligible for refunds, returns or exchanges.) If the replacement item is out of stock, we will issue a refund. 

International Customers:  If you received a damaged item from us, you must notify us within 1 week of your delivery. We will refund you for the damaged item. 

Your refund will be issued in the original form of payment and will reflect the cost of the product less any discount code used as well as any shipping charges to send the order to you. You do not need to send the damaged item back to us. 

In order to take advantage of this you must email customer service -info@adeptcosmetics.com with all of the following within 48 hours:

• Order Number.
• Photo of the item(s) purchased showing their condition. Please do not send a close up photo - photo must be clear and show the entire product 
• Photo of the outside of your shipping box.
• Photo of the inside of your shipping box with packing materials. 
• Photo of your packing slip if one was provided.

Once we receive your email, you should be notified within 48 hours of your refund or of your new order number for replacement items.

If your product arrived damaged and 48 hours have passed, unfortunately, we cannot issue a refund or replacement.

Damaged Eyeshadow/Cosmetics (preassembled eyeshadow palettes included)

(As of November 2021, we now offer Shipping Insurance. This will protect your package at checkout from loss, theft or damage.) 

Please note: All eyeshadows are packed with care as you can probably see once you open your box. If the eyeshadows arrived broken, then the mail carriers must have been extra careless. While eyeshadow is in transit, there may be loose flecks of eyeshadow in the palettes, rubbed "packaging" details, small nicks or bumps that can naturally occur during motion and shipping. This is not considered damaged. 

We must be notified of the broken eyeshadow or any damages within 48 hours of your confirmed delivery.  For example, if your items were delivered on February 18th, we must be notified of the damaged product on or before February 20th. If your request is outside the time frame, it will go unanswered. 

Email customer service at info@adeptcosmetics.com with all of the following within 48 hours: 

• Order Number. 
• Clear photo of the item(s) purchased showing their condition. Please do not send a close up photo.  Eyeshadow must be photographed in their original packaging. For example. To receive a credit, the broken eyeshadow must still be inside the clamshell packaging and/or palette.
• Photograph of the shade name.  
• Photo of the outside of your shipping box.
• Photo of the inside of your shipping box with packing materials. 
• Photo of your packing slip if one was provided. 

Note : notifying us of a damaged item via social media does not count as notification. Once we receive your email, you should be notified within 48 hours of your store credit in the form of a gift card. We do not offer the option of a refund for broken eyeshadow. You may request a refund, however, a store credit will be  issued. 

If your product arrived damaged and 48 hours have passed, unfortunately, we cannot issue a store credit. 

Shipping

Please be aware that during holidays, sales, new product launches, inclement weather and pandemics, shipping and processing times may vary. For pre ordered items, the most accurate time frames can be found in the product title. If you order other items with your preorder, they may all ship together.  If the time frames vary, and you order more than one preorder, then the order will ship at the latest time frame. We do try our best to get pre orders out earlier than promised, however, it's not guaranteed. For updates on shipping times of preorders, you can visit our Instagram page, @adeptcosmetics. Orders from this website ship from the United States of America. Orders totalling over $200 may require a signature from the recipient. 

 

 

INTERNATIONAL SHIPPING

 

Please Note: All orders are processed in United States Dollars and while the content of your cart may currently display in your country's currency, upon checking out, you will use USD at the most current exchange rate. Depending on which form of payment you use, foreign exchange rates, may apply.

• The shipping prices at checkout are primarily based on weight and given to us by our International carriers - UPS, Fedex, USPS, APC Postal Logistics, etc. Your name will be listed as the Importer of Record, and therefore, if the package is returned or abandoned, the assigned carrier will charge you for these fees. 

Once an order is placed, it is processed immediately unless otherwise stated on the product page. Upon shipment, you will receive an email with your tracking information and a link which will allow you to track your shipment. When checking out, please be sure to enter your shipping address accurately BEFORE submitting your order as this information will print exactly as entered on your shipping label. If there was a mistake on your address upon checkout, we cannot issue a refund or replacement. 

Priority DDU w/ DC = Priority shipping duties unpaid with delivery confirmation : approximately 25 to 60 business days due to COVID variants and other elements outside of our control. This is the least expensive option with pricing ranging from $8.00 and up depending on the weight of the package and the destination country. *Time frame does not include custom delays. 

Priority DDU w/ DC (to UAE, India) = Priority shipping duties unpaid with delivery confirmation : approximately 25 to 190 business days. This is due to the custom regulations and local postal service in Dubai. The wait times are outside of our control. 

UPS or Fedex Expedited Shipping = Delivered duties unpaid within 8 to 12 business days. This is an estimated time frame and may vary due to COVID variants. Only available for some countries. 

Int'l.Tracked Delivery Economy DDU, 25 business days - no longer offered as of 4/28/22. 25 business days not including custom delays and/or post office delays.

Business days are Monday through Friday. 

If your order is shipped via APC Postal Logistics, it may take up to 7 business days for your tracking information to update in their system.

 

Additional fees – Taxes, Duties, Customs associated with International Shipping

You will receive a price quote in local currency for shipping fees at check out, including any applicable fees for the country you selected at checkout. Please be aware that International Customers are responsible for any and all customs fees, taxes, tariffs or duties levied by their respective government.  We are unable to fulfill any request to declare your package for any value other than the total value paid at checkout.

DDU means ‘Delivered Duty Unpaid’, so when your package arrives at its destination country, you will be contacted by customs to pay any customs duty owed before it will be released. If customs is unable to make contact with the recipient (you), the package could be either abandoned or returned to us at an additional cost. It is essential to provide correct contact information at checkout. 

Note: If you refuse delivery of the shipment, the order will not be refunded. You will be responsible for payment of all return shipping fees and /or abandonment fees. Fees will be charged to the method of payment you used. Shipping fees are also not refundable for undeliverable shipments or refused shipments. This is not negotiable. 

Importer of Record

By ordering goods from adeptcosmetics.com for shipping to destinations outside the United States, you expressly agree to become Importer of Record (“IOR”) for the products ordered by you, and, accordingly, customs clearance shall be made in your name and on your behalf. As IOR, you agree to be ultimately responsible for importing the products ordered by you into the applicable country and are solely responsible for the payment of Fees either at the time of sale or at the time of importation (as applicable). You hereby give a proxy or power of attorney (“POA”) to Adept Cosmetics designated shipping provider for the customs clearance of products ordered by you. This POA authorizes Adept Cosmetics designated shipping provider’s assigned customs broker to act on behalf of you. Our designated shipping provider’s intervention with respect to customs formalities may be done by a customs agent assigned by Adept Cosmetics designated shipping provider on your behalf. You hereby acknowledge to have understood the concept of IOR and the need of the POA and further state that the terms of the POA or terms of the purchase from Adept Cosmetic and transportation conditions from Adept Cosmetics designated shipping provider are not unreasonable or unknown to you, that you have read them, understood them and further have agreed to them.  In the case of gifts or other purchases made on behalf of another recipient, you also agree to grant the foregoing authorizations on behalf of the recipient designated in your order.

Lost or Stolen Packages

If your shipment shows a confirmed delivery from the assigned courier to the designated address, we are not responsible for sending a replacement package or issuing a refund due to lost or stolen mail. We highly recommend purchasing the Shipping Protection at checkout and/or shipping to a safe address.

 

DOMESTIC SHIPPING

Domestic and International Shipping is outsourced to a 3PL (3rd Party Logistics). Their shipping partners include : USPS, UPS, Fed Ex, Amazon Delivery Services, OnTrac, APC Postal Logistics, Ascendia, and Lasership. (If delivery occurs with Amazon Delivery Services, the items ordered will arrive in a box/envelope with their branding on it). Some of these carriers will deliver items as late as 10:00 pm. Unfortunately, because our shipping system is automated, we cannot control which carrier is used when shipping out your order. Depending on your location, your order may arrive in multiple shipments.

We do everything in our power to keep shipping prices as low as possible and we try our best to ship as fast as possible. 

Upon shipment, you will receive an email with your tracking information and a link which will allow you to track your shipment. If your items ship UPS, USPS or Fed-Ex, you will also receive a notification that your package was delivered. Please be aware that any delays incurred by the carrier is at their discretion and not at the discretion of Adept Cosmetics. If the carrier decides that your package needs to be picked up at the post office rather than delivered to your door - this is at their discretion as well and not at the discretion of Adept Cosmetics. You must make the trip and pick up your package. Any package that is not picked up for any reason and is sent back to us is not refundable and cannot be re-mailed to you. The carrier will generally give you a week to two weeks to pick up the item being held at the post office and will leave a note on your door. If a note is not left, you can find out where your item is by looking up your tracking number which is e-mailed to your inbox. 

Items that ship via USPS sometimes take 1 to 3 business days to update tracking information in their system and may already be on their way to your doorstep. 

When checking out, please be sure to enter your shipping address accurately BEFORE submitting your order as this information will print exactly as entered on your shipping label. Once the assigned carrier has confirmed delivery of your order, we are not responsible for stolen packages and cannot issue a refund. If there was a mistake on your address upon checkout, we cannot issue a refund. 

 

Note: Sometimes USPS will mark a package as delivered, when they intend to deliver it the next business day, or within a few days. If this happens we ask that you wait a week to see if it arrives. You can also check with your neighbors and/or post office for more information in the meantime.

Once the package has been scanned in by the assigned carrier, it's not considered lost until 40 business days have past if you're within the United States and 100 business days if you're outside of the United States. Please remember that this is after it's scanned into the carrier's system. If the package is lost in their system, please email us immediately and we will start the replacement process for you. We do not issue refunds for lost packages, however, we will send out a replacement as soon as possible. 

Orders totaling $200 or more may require a signature from the recipient upon delivery.  

Below is an estimated and realistic time table of when you should receive your purchase once it has shipped.  If an order is delayed, it will usually be stated on our home page or on the product page.  This does not include any service delays posted to the USPS , UPS, or mail carrier website. 

• Tracked Delivery : Arrives in approximately 7 to 25 business days after your order ships. Some customers report receiving their purchase in as little as 2 or 3 business days.  This time frame includes order processing.