What if I don't love my stuff?
We're sorry to hear you don't love your order! Unfortunately, all sales are final. Due to the nature of our products, we do not offer refunds or exchanges.
What is considered a damaged item?
Lashes cannot be removed from the container if you see any damages. Please email email@example.com pictures of the damages you see. Please note: if the plastic container is broken this is not considered a damage.
Can I change the address on my order?
Please make sure to enter your correct shipping address at checkout or your order may be delayed. If you need to change your address after ordering, you have 24 hours to contact us so we can try and fix it. Even with that, we DO NOT guarantee being able to change the address before it ships.
Unfortunately, we are not able to modify any orders. If you need to change your order, please cancel it and place another order with us.
Can I cancel my order after I've placed it?
If you want to cancel your order, please email us as soon as possible at firstname.lastname@example.org or call us at 818-504-105 (Monday through Friday, 9 a.m. to 5 p.m. PST). We may be able to cancel your order depending on the time and date it was placed.
What do you do with returned products?
They are properly disposed of or recycled.
Do you offer makeup artist pro discounts?
At this time, we do not offer Pro Discounts.
Where do you ship from?
Sun Valley, California
How much is shipping?
All shipping rates will vary depending on a few different factors, some of which include:
Domestic vs International shipments
Total weight of package
Selected shipping method
We ARE NOT RESPONSIBLE for ANY fees required by customs for any reason. All shipping fees we require will be clearly shown to you alongside the service and estimated transit time upon checkout.
How long does shipping take?
Orders will ship between 3-5 business days after you order.
*DUE TO INCREASED ACTIVITY AND ORDERS DURING PRE-SALES AND PROMOTIONAL SALES PLEASE ALLOW 7-10 BUSINESS DAYS (MON-FRI) FOR YOUR ORDER TO SHIP.
* Pre-Sale orders can take up to 10-15 business days to receive, as Henry personally signs each one and you are getting the product before it is released to the general public for sale.*
Transit times will vary based upon a few different conditions, including but not limited to:
- Total distance between us and you.
- Whether your parcel is a domestic (USA) or international (everywhere else) shipment
- What delivery method you select
ESTIMATED transit times are as follows. Please note that this time frame is an estimate and not a guarantee.
DOMESTIC SHIPPING: USPS First Class: takes up to 5-7 business days.
INTERNATIONAL SHIPPING: (Does NOT account for time spent at customs, border inspection facilities, etc.): takes up to 7-15 business days.
How do I track my order?
Please allow between 2-3 business days for your tracking number to update once you receive your tracking number by email.
When will my favorite product be back in stock?
Henry always announces his current re-stocks on his social media. Please subscribe for all announcements.
I couldn't find the answer I'm looking for here, what do I do now?
Send us an email! Our customer service team will be happy to help with any other question you may have! SHOP@THEMAKEUPINSTITUTE.COM. Our hours of operation for customer service are Monday through Friday, 9 a.m. to 5 p.m. PST, excluding weekends and major holidays. Our customer service team will do their best to respond as quickly as possible, however please allow 2-3 business days to receive a response.
Also, we are only equipped to handle orders placed through www.themakeupinstitutelosangeles.com. Any orders placed through our retailers need to be handled by their respective customer service teams.