Order FAQs

If you have a question about your order, please check the FAQs below before contacting us. If your question is not answered here, please do not hesitate to contact us at orders@foiledcosmetics.com.au

How long will my order take to be processed?

We endeavour to process your order as soon as possible. Your order will generally be processed within two weeks of your order being placed. However, there may be delays depending on the availability of our stock and ingredients. If your order is taking longer than expected, we will notify you. Please allow extra time for processing during our sales. Please be aware that express shipping does not include processing time.

 

It's been some time since I placed my order and I have not received any updates on my order. Where is it?

If you have not received an email from us since you placed your order, it is most likely that it is still being processed. If it has exceeded 3 weeks (weekends excluded) and you have not received any email updates on your order, please get in contact with us for an update at orders@foiledcosmetics.com.au . If it has been less than 3 weeks since you have placed your order, we are most likely still working hard to process your order. We apologise for any delays, however, since we are a small business and every eyeshadow is made individually by hand, it takes us a lot longer than other companies to process orders. Thank you for your understanding with this.

 

What payment options do you offer?

Currently, we offer the following payment options: Credit/debit card, ApplePay, Shop Pay, PayPal and Afterpay (Australian customers and some international customers).

 

I have just seen a product I want to buy but already placed an order. Can I change my order?

Of course you can change your order, simply contact us at orders@foiledcosmetics.com.au within 24 hours of placing your order and we will assist you in changing your order.

 

Can I cancel my order?

We accept order cancellations within 12 hours of placing your order. Contact us at orders@foiledcosmetics.com.au to submit a request and include your name, order number, and reason for cancelling your order. 

 

I live overseas and have been told that I have to pay a customs/import fee for my package to be delivered. Is this true?

Customs/import fees are sometimes required in certain countries when you are receiving products from overseas. These fees and the circumstances in which they must be paid vary and therefore unfortunately cannot be paid at checkout. Customs charges and any additional taxes incurred in the country of delivery are the responsibility of the buyer and Foiled Cosmetics does not reimburse for these charges. By placing an order with Foiled Cosmetics, you the buyer agree that you are responsible for the payment of any additional customs or delivery fees. As these fees are unknown at the time of your order or shipping by Foiled Cosmetics, you understand that Foiled Cosmetics cannot advise you on the payment of these fees. If you do not pay the required fee, the parcel is returned to us. You can contact us to receive a refund of the products when they have been returned to us, however, shipping fees are not able to be reimbursed.

 

Are your mica pigments ethically sourced?

Yes, our mica pigments are ethically sourced including no forced labour and no child labour. We have done extensive research and have liaised with our suppliers to ensure that all pigments are ethically sourced. Some of our pigments are also synthetic (lab made) instead of mined.

 

Are all of your eyeshadows vegan and cruelty free?

Yes, all of our eyeshadows are vegan and cruelty free. They are vegan as we do not use micas or pigments containing carmine.

 

Why are some of your shades more pigmented than others?

This is because some pigments are naturally "richer" and some are naturally more sheer. This is natural and does not have anything to do with the eyeshadow making process. All shimmer eyeshadows are produced with the same formula.

 

Are your ingredients safe and cosmetic grade?

Yes, all of our ingredients are cosmetic grade ingredients that are sourced from verified suppliers. They are all considered safe to use in cosmetics, however, we always recommend patch testing as every person can react differently.

 

Where are your eyeshadows manufactured?

All of our eyeshadows are manufactured in Sydney, Australia. They are each made by hand.

 

Why are some eyeshadows more expensive than others?

Prices of some of our eyeshadows vary due to the cost of materials used to make the eyeshadows. Multichrome eyeshadows require pigments that are much more expensive than regular eyeshadows due to their colour shifting properties and for this reason, they are more expensive to produce and this is reflected in the price.