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Golden Faces Cosmetics FAQ's

Q: When will sold out makeup products be available again?

A: We typically restock items when most are depleted. If you would like an update of when the item is available again, please join our mailing list or submit your request by contacting us at the "CONTACT US" link on the home page. Popular out of stock items are restocked sooner and a date will be listed in the products profile of when we expect to have more.

Q: Do you test your products on animals?

A. Absolutely NOT! All products are tested on human volunteers of varies skintypes to ensure product quality.

Q: What do the "uninsured" and "insured" options mean?

A: The terms mean that you can either purchase the product with or without shipping insurance. The cost for shipping insurance is $2.00 per item, which covers lost, damaged, or stolen items. Some terms and conditions may apply and the insurance claim is processed via USPS claims policy procedures. Shipping insurance is optional, not required, yet recommended. Generally, most items arrive without any issues, in the rare event that there is a problem, purchasing shipping insurance assures that the item can be replaced.

Q: Why is insurance not automatically included in the shipping cost?

A: We offer the customers the option for shipping insurance to save on the final costs of your total order. We have found that 99% of the time, with our precautionary packaging procedures (multiple layers of bubble wrap, fragile stickers, caution alerts in red lettering, etc) and cooperation on the behalf of the the courier, your order arrives problem and damage free. Therefore, it seems adding insurance automatically to the order is costing the customers more for nothing. Shipping insurance is simply for peace of mind if a customer is worried about the arrival of their item or if you live in an apartment building or the carrier doesn't have a secure location to leave the item if you are usually not home at the time of delivery.

Q: Can I get the tracking information for my order?

A: Tracking information is sent automatically to your email when your label is prepared and your order has been handed to the carrier. If you have not received tracking numbers within 24-48 hours after your purchase, please check your spam/junk folder. International first class orders do not have any tracking information.

Q: How long does shipping take, when will I receive my order?

A: Orders placed Monday through Friday are shipped out either the same business day or within 24 hours of your purchase. Orders are shipped via the following USPS services:
-Parcel Post (takes 5-7 business days)
-Priority Mail (takes 2-3 business days)
-Express Overnight/Next Day Mail (arrives in one day from shipping date).

International orders shipping times vary and can take anywhere from 6-10 business days, even with Express Services.

Q: The tracking number shows that USPS was electronically notified, what does this mean?

A: Because USPS does not offer hour by hour tracking, an update will not show until the package is scanned as delivered. Please notify us if it has not been received in 10 business days, we will investigate the issue immediately. For international shipments, please contact us after 30 business days, as there may be a customs delay.

Q: Do you ship internationally and how much is shipping?

A: Yes, Absolutely! We ship world wide! Shipping will be calculated on checkout, after you enter the address, before payment. If you would like insurance, please contact us prior to ordering so that we may arrange shipment with an alternate carrier.

Q: How soon can I expect to recieve my order?

A: The following is an approximation of shipping times. This does not account for any customs delay or heavy shipping times, ie. such as Christmas: Within USA via USPS Priority Mail: 2-3 business days. Outside of US, International Standard Mail; approx. 7-10 business days.

Q: How secure is my online order?

A: Your online orders are very secure. Orders are processed via PayPal's 256 bit Secure Socket Layer (SSL) encryption for every transaction. SSL encrypts the transmissions from our Paypal's servers as well as your computer. SSL encryption works by forming a matched pair with the transmission from your compute transmission and our server, so that only data to and from these sources can be valid.

Q: Can I pick up my order?

A: We are currently only an online retailer and do not have any retail locations for local customer pickups or support. All orders and inquiries are either placed by our secure internet website checkout via PayPal or by telephone and shipped out from our private warehouse.

Q: Do you accept any other form of payment other than secure credit card?

A: At the present time, we only accept credit card payments or e-check payments (with your checking/savings bank account) via PayPal. YOU DO NOT NEED A PAYPAL ACCOUNT TO SUBMIT PAYMENT. Upon checkout, you will be walked through easy step by step secure checkout pages to complete your order.

Q: Why does my credit card not work on Paypal?

A. Debit credit cards do not work on Paypal. You must use a regular credit card for payment or pay by echeck (checking/savings bank account) through paypal.

Q: I received my order but it was damaged. What should I do?

A. We package our products with an ample amount of protective wrapping to prevent or reduce the chance of damage. However, every once in a while the orders may be handled badly or the vibration of the plane or truck will loosen the eyeshadows. If insurance was purchased at your time of ordering, you will be able to submit a claim or reimbursement of the damage good. Further details about the process can be found on the Shipping & Policy page at the top navigation on the home page.


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