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FAQs

⚠️COVID-19 - IMPORTANT NOTICE

We have been working around the clock to implement safeguards in our distribution centers and are pleased to say we feel confident in the steps we’ve taken… and, as a result, You still can easily order online on Divine Makeup.

First of all, you should know that our entire store and all our customers are impacted in the same way as you. This absolutely exceptional situation causes serious controls at the bordel drastically reduced flights numbers. 

We ask for your understanding during this time as you may experience delivery delay that can go up to 3-4 weeks. Our thoughts remain with you and your families during this unprecedented time. Stay well, and we look forward to opening our doors again soon.

 

How much will I pay for shipping costs?

 

Shipping costs can also vary because of the distance between our closest distribution center and your location. The weight of the package, the number of ordered items, our current are a variety of factors that can impact the shipping costs.


The cost will anyway be specified on your checkout page and won’t have to worry about paying hidden fees.

Please take into account that any Customs Fees, Taxes, or additional government fees are the responsibility of the customer and not Divinemakeup. 

 

If these taxes would happen to be declined and due to the carrier upon delivery of your order, the package may be considered abandoned, destroyed, or returned to our distribution center (at an extremely high cost charged to us). Under these circumstances, we, unfortunately, cannot consider requests for refunds or replacement shipments.

When will my order arrive?

 

Our average shipping time varies around 8 to 15 business days. We also offer the possibility to get a quick shipping method at your demand. Note that it will also be at your own cost.

IMPORTANT NOTE:
Due to the coronavirus epidemic (COVID-2019), customs controls in the USA have been tightened. Delivery times will therefore be extended. Sorry for the inconvenience


Due to this situation please, allow 3-4 weeks in the worst case for your order to arrive...

If your country is currently being affected by the COVID-19, (USA, Europe), your customs may hold your package a little longer once it enters your country to make sure everything is okay with it.

 

We ship worldwide so the delivery time hinges on the place you are located. As we manage many orders every day, it may also depend on the demand but usually it won’t be more than 10 days.

 

Please find here the average delivery time for your region:

 

USA: 8 - 12 business days average

Canada: 8 - 12 business days average

Australia & New Zealand: 8 - 15 business days average

Europe: 8 - 15 business days average

All Others: 8-15 business days average

These are of course the average time and other factors may impact the delivery time as for example the order volume.


From time to time, customs agents may delay the delivery of packages at their discretion. 

 

Please take into account that you can reach out to us anytime contact.sublimemakeup@gmail.com.

 

What do I have to do if I ordered the wrong variant or product?

As already mentioned, our fulfillment processes are automated, and orders do cost us a certain amount per unit. Though it can get complicated for us to change the order.

If you give a notice quick enough for us to make a change and this means one day maximum after your order, we will be happy to make that change for you.

Don’t hesitate to contact us at contact.sublimemakeup@gmail.com if you should notice that mistake after that time limit. We take our customer satisfaction very seriously and always do our best to please you. Therefore if it is possible we will make that change for you.

 

Will I receive a shipping confirmation for my order?

You will receive a confirmation response as soon as you will have proceeded your payment. It usually takes around 2 to 5 minutes to get an email on the email address you have provided in the checkout form.

Can I cancel my order? 

As we receive a lot of orders every day, our order process is automated.

Any orders made are forwarded and processed by our supplier almost in real-time and at a certain cost per unit that we cannot claw back. Therefore, we can only accept order cancellations if they were done within 1 day of submitting the order. You can still return the items to us and if they fulfill the conditions as outlined in our Return Policies we will issue a refund.

 

Please understand that we are not responsible for wrong products being sent due to that and will not issue any refunds or resend the products in such a situation.


What do I have to do if I entered a wrong information at the checkout? 

A high demand and a lot of orders to fulfill every day for us results in automated processes. Therefore, it will be a tricky thing for us to make a change after you placed your order. A change is possible anyway if you notify us in the day after your order has been placed.

Don’t hesitate to contact us at contact.sublimemakeup@gmail.com if you should notice that mistake after that time limit. We take our customer satisfaction very seriously and always do our best to please you. Therefore, if it is possible we will make that change for you.

Please understand that we are not responsible for orders not arriving at the destination due to wrong address details submitted and will not issue any refunds or resend the products in such a situation.

The mailing company left me a note to pick up the parcel and I missed the deadline. They say the products are now returned. What should I do?

Please speak to your local post office. Hopefully, they will be able to help you. Unfortunately, we cannot issue any refunds or resend your order in such a situation. Thanks for your understanding.

What should I do if the tracking information says I have received the package, but I still don’t have it? 

Please check with your local post office with you tracking number and they will be able to tell you if the package arrived or not an to whom it was delivered if it didn’t reach your home. Some other mistake might come from the mailing company in very rare cases.

It can happen that the package is actually still on its way.

Please take into account that the responsibility no longer lies with us if the tracking information says your package was delivered. You might want to check with your local post office or even the police station in such cases.

Therefore if it is possible we will make that change for you.

Since we are trying out best to get the products shipped to you as fast as possible, it can happen that different products in an order are shipped separately. Do not worry though as the outstanding items will be delivered soon.

Why have I not received any confirmation details?

Throughout the process, we send you a minimum of two emails: an Order Confirmation and a Shipping Notice.

Please check your junk email folder and also double check if you entered the correct email address.

Furthermore, if you selected these options at checkout we also send you the above information as text messages to your mobile phone and via Facebook Messenger.

Should you not find any such confirmation feel free to reach out to us at contact.sublimemakeup@gmail.com. We are happy to help.

Where do you ship your items from?

Since we deliver our products in the whole world they are stocked and sent from our central distribution center in Asia. 

I received my order but the battery was missing.

Please note that due to international customs and security policies we are not allowed to send out batteries, however, we normally also say that on the product page of the given item.

What is your Refund Policy?

We want you to be completely satisfied with your purchase. 

This is why we offer a money back guarantee for 90 days after you received our products. If 90 days have gone by, unfortunately, we cannot offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging

Please note that as also outlined in our Shipping policy any Customs Fees, Taxes, or additional government fees are the responsibility of the customer and not Divinemakeup’s. 

If you decline to pay these duties and taxes due to the carrier upon delivery of your order, the package may be considered abandoned, destroyed, or returned to our distribution center (at an extremely high cost charged to us). Under these circumstances, we, unfortunately, cannot consider requests for refunds or replacement shipments.

No refunds will be issued due to wrong address details being provided or delays in picking up the parcel from your local post office.

Additional non-returnable items:
Gift cards
Health and personal care items
Cosmetics
Makeup

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at contact.sublimemakeup@gmail.com.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at contact.sublimemakeup@gmail.com

Please note that in order for any items to be exchanged we need to be notified of the defect by email at contact.sublimemakeup@gmail.com within 48 hours after receipt of the item. The email must contain information about the defect and a picture or video showing the damaged item and needs to be sent to contact.sublimemakeup@gmail.comIf such items are not reported within this timeframe, we will not exchange the product. No exceptions will be done to this policy.


Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
To return your product, you should mail your product to the address confirmed to you by email.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund (also on items with free shipping, as we paid the shipping costs from our margin).

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

We recommend you to use a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item and cannot be held responsible if the item shipped is lost or damaged during transit.

Warranties are non-refundable.


Damaged Packaging during Transit does not constitute a reason for a Refund/Exchange

How do I make a return?

To initiate a return you must first send an email at contact.sublimemakeup@gmail.com

Once we have confirmed your return you will need to send us your items in new, unopened, conditions together with your receipt/proof of purchase. 
After we have received your item(s), we will inspect and issue a refund provided the conditions as specified here are met. 

Please be aware that shipping fees are non-refundable. 

The Customer is responsible for all fees incurred for return shipment. i.e. courier's shipping fee, packaging materials, etc. Also, we strongly recommend you use a trackable shipping source for your return shipment. 

NOTE: You must write your order number clearly on the outside of the package. Your order number is a unique 4 or 5-digit code which was assigned to your order upon initial placement. 

If you cannot locate your order number, please request it from us before shipping us your return.

Depending on your location we will confirm the most convenient Divinemakeup address where to send the items to.

When wanting to return any items to us please always make sure to contact us beforehand at contact.sublimemakeup@gmail.com, so we can confirm and coordinate the further steps. Please do not send your purchase back to the sending distribution center without previous approval from us.

Please note that return shipping fees are the responsibility of the customer. 

The Package arrived damaged. Can I get a refund?

Please note that in spite of trying our best it is sometimes unavoidable for packages to get damaged during transit, due to the long distances they need to cover. Unfortunately, we cannot give out any refunds or exchanges due to that, as we state in our return policy.

I decided that I no longer want my order. Can I just decline receipt of the parcel with the carrier?

If you decline to receive the parcel from the carrier, the package may be considered abandoned, destroyed, or returned to our distribution center (at an extremely high cost charged to us). Under these circumstances, we, unfortunately, cannot consider requests for refunds or replacement shipments.

The product I bought does not have the effects I expected. Can I get a refund?

Please note that while we make sure to source only the most effective products, please understand that it is impossible to guarantee that every product will work for everyone, as there are far too many factors involved. As we state in our return policy we cannot accept any returns on used items.

The amount debited on my credit card/Paypal statement differs from what was stated at checkout. Why?

Please note that due to technical reasons we are only able to process payments in USD. We understand this can sometimes cause confusion in some customers who order from outside the United States. We try everything possible to minimize this by having the following measures in place:
-The product price is always shown in your local currency at the most recent exchange rate on the product page, so you have a clear understanding of the cost
-We have a note on the cart page making you aware of the currency switch to USD that will occur at checkout
-At checkout, the USD currency code is clearly placed next to the purchase price

The conversion from USD into your local currency happens at no additional costs or charges for you from our side and at the actual live exchange rate.

What type of payments do you accept?

We are able to accept most major credit cards directly to our site and through PayPal. 

Furthermore, we also accept regular PayPal payments and Apple Pay payments.

Do I have to make a PayPal account to make a purchase?

No, while you may use your existing PayPal account (if you possess one), you can pay via PayPal without having to set up an account.

Is my personal information safe when shopping at your site?

Absolutely! All your personal information is encrypted and our payment gateways are provided by Stripe and PayPal which use 256-bit SSL (Secure Socket Layer) encryption technology for the transmission of your credit card information.

Divinemakeup does neither handle nor see your sensitive payment data, as the whole process is managed in the background. Your payment information is only used during the given transaction and is not stored in our database.

Am I allowed to combine multiple promo codes?

Please be aware that you may use only one promo code per purchase. Should you have multiple promo codes we recommend to just use the one with the highest value.

I forgot to enter my promo code. Is there a way I can still get the discount?

Unfortunately, due to the way our online checkout process is built, it is not possible for us to give any discounts after the order is submitted. So please always make sure to enter the promo codes at checkout. Should you have multiple promo codes we recommend to just use the one with the highest value.

Why did you refund my payment?

It is very likely that one of the products you selected is currently not available. This is why we had to credit the correspondent amount back to your credit card or Paypal account. This happens very rarely as our system normally accurately detects the correct number of items in stock.

Where is your company located?

Our offices are in St-prex, Switzerland. Our distribution center is in Shenzhen,China.

The Shipping carrier wanted to collect additional charges when delivering my order and I refused to pay so the package was sent back. Can I get a refund?

Please note that as outlined in our Shipping policy any Customs Fees, Taxes, or additional government fees are the responsibility of the customer and not Divinemakeup’s. 

If you decline to pay these duties and taxes due to the carrier upon delivery of your order, the package may be considered abandoned, destroyed, or returned to our distribution center (at an extremely high cost charged to us). Under these circumstances, we, unfortunately, cannot consider requests for refunds or replacement shipments.

The color of the product I received doesn't correspond to what I saw on screen. Did you send me the wrong color?

We've made every effort to display the colors & product images, as accurately as possible. However, actual colors may vary due to monitor & browser settings, monitor calibration, pixel definitions, digital photography, etc.

And remember, everyone perceives colors differently. Even though we can't always guarantee that the color you see is 100% accurate to the true color of the actual product, we've strived hard to have these images available to serve as a guide, and not to be regarded as absolutely correct/accurate. All colors (printed or digital) are approximations of actual colors.