Let's talk returns and exchanges
November 20, 2019
Let’s talk Returns and Exchanges! With the holiday shopping and gift-giving season upon us, we wanted to do a quick refresher on our return and exchange policies. Be sure to read through everything so you can correctly help your customers and your downline!
We are happy to exchange or return products for you or your customers. Exchanges must be postmarked 60 days after receiving your item, or if you wish to simply return the items for a refund, it must be done within 30 days of receiving your order.
Maskcara is not responsible for damages done to products once they have been delivered, but if items were damaged during shipping, we are happy to resolve that (this includes lost, stolen, or damaged items of any kind).
Please note that Hostess orders are non-refundable and not available for exchanges. We also cannot return or exchange partial items in a bundle. Bundles must be returned as a whole set.
If you're returning an item, please fill out this form.
You and your customers will also use that same form for an exchange. First, place an order for the item that is wanted. Next, fill out the return/shade swap form and include it with your package. Once we receive your package, we will refund the original order. We’ve found that this works best in getting you and your customers' replacement products much quicker.
For Canadian exchanges, once we receive your returned item with the return/shade swap form included, we will refund both the item and any shipping you paid on the new order.
Please note that when sending a return/exchange, make certain to retain your tracking number. Return/exchanges that do not arrive at our warehouse cannot be processed without a valid tracking number.
We love interacting with and helping our Artists and customers in all areas of our business, and customer service is top on our list! Being familiar with our policies as an Artist helps ensure customers always have the correct information and can have an amazing experience shopping with us. Thanks for being so amazing, and happy holiday shopping!