How do the Monthly Lip Subscriptions work? 

 

Every month we mail you new lippies to add to your collection. The subscription renews the 1st of every month and ships via USPS by the 15th of every month. 

 

 

 

How does the Bi-Monthly Palette Club Subscriptions work?

 

Every other month you will receive a new limited edition 12 color eye-shadow palette. The renewal is on the 15th every other month(per your subscription date). Your palette is a pre-order so it will not ship right away. As a thank you, you receive up to 40% off the palettes and first grabs.

 

 

 

What is the length of the Subscription?

 

Our subscriptions continue until you no longer wish to receive our products. It is the customers responsibility to cancel their subscription(s). You can skip a month anytime simply by logging into your account, clicking manage subscription, and making the change.

 

 

 

How do I Cancel my Subscription?

 

Your subscription is eligible to be cancelled after you have been billed for two orders. To cancel your subscription, it is as simple as logging into your account and clicking the "Manage" tab, and choosing the cancel option. It is the customers responsibility to cancel their subscription(s). This will cancel your subscription going forward and you will no longer incur any future charges. Please note if your subscription renewed before cancellation it is a valid charge and no refund will be issued. You will be sent your final order. Until the customer cancels we have full permission to continue charging the account.

 

 

 

I am missing an item, what can I do?

 

 

 

All orders are meticulously packaged by a very small staff. We work very hard to assure 100% accuracy in every order. Your order should have the included contents written on the packing slip for accuracy. If your packing slip is checked off that means two staff members verified the order was correct before sealing the package. If you are missing an item please send a photo of what you received, the packaging and a photo of your unchecked or unmarked shipping label for assistance. We must have full photos of the items and the shipping label and packing slip in order to verify any issues. If you received a duplicate item please provide a photo of both together. Please contact us within 5 days of receiving your package. Thank you.

 

 

 

What is your Return/Cancellation Policy?

 

We do not offer refunds, we offer exchanges for store credit within 14 days of receiving the product minus any shipping fees. It must be unopened, undamaged and unused. (Even though the product is unused it will be disposed of.) The customer would be responsible for any return shipping. If you would like to cancel an order, we will cancel for store credit only, as long as the shipping label has not yet been created.  

 

 

 

I ordered multiple items with a preorder or back ordered item. When will my order ship?

 

If you order multiple items with a preorder or back ordered item the entire order will be shipped out together. We do not separate orders that are purchased together. We do have an option to pay separate shipping if you would like. You may email us and request the link.  

 

 

 

I forgot to put in a discount code

 

It is the customers responsibility to add the desired code while checking out. If a customer forgets we will offer a one time Gift Card(at our discretion) of the allotted amount. We will not refund back to their bank. (Do Not place a second order with the discount code)

 

 

 

What is the Processing Time?

 

Our average processing time is 1-5 business days. Processing time can be longer for specific items. Please note during the holiday season(Nov 10th - Jan 10th) additional processing time is needed(up to 3 weeks). After an order has been processed it will then ship out via the method selected when you checkout. This can be longer currently due to the COVID-19 pandemic. We work hard to ship as quickly as possible while maintaining the safety of our customers and staff. 

 

 

 

What should I do if an Item is Damaged?

 

Please contact our customer service team at spoiledlips@gmail.com within 5 days. Please also contact USPS to file a damaged package claim if your order has priority shipping and includes insurance. Non-priority shipping does not include insurance. Unfortunately we are not responsible for any damage caused via shipping. If you are concerned about damage, loss or theft please chose the priority shipping option at checkout which includes USPS delivery insurance.   

 

Need to Change your Address?

 

You can log into your account and update your address at anytime. Please set your new address as default address on subscription(s) and delete unused addresses. If you need further assistance please email us at spoiledlips@gmail.com. If updating your address on a subscription product please contact us to verify the address change and contact USPS to set up mail forwarding. You must contact us when you change the address so we may make sure to update any orders that have already been charged. Updating your address in the system will not apply to already existing and charged orders. If you do not contact us before the shipping label is printed the order will be sent to the address on the label. Thank you.

 

 

 

Help! My package is missing or it shows it has been delivered but I did not receive it? 

 

If your package shows delivered please wait up to 24 hours to verify delivery before contacting USPS.

 

Unfortunately , we are not responsible for lost or stolen items. once the orders leave our warehouse the package is in the care of USPS. Customer is required to submit a claim directly with USPS and follow their guidelines.

 

Here are the steps with a lost USPS package. First step is to call USPS with the tracking to see if they can locate it. If they can not then you must fill out a lost package report with USPS. Here is the link: https://www.usps.com/help/missing-mail.htm Usps number 1-800-275-8777

 

 

 

I put the wrong address and the package has shipped what can i do?

 

Sadly, if you provided an incorrect address/ incomplete/ or moved since placing order we will not take responsibility for shipping costs. A new product can be shipped after reshipping costs have been paid for. You can contact USPS and see if they can re route your package.

 

 

 

Contests and giveaways

 

 

 

If you won a contest of giveaway please reach out to the page I which you won with date of winning. Please note we can retract, change and stop any contest or giveaway at our sole discretion.

 

 

 

I was charged customs fees on my international order, why?

 

Unfortunately we have no way of knowing if or when customs from other countries will asses fees on items shipped. We are not responsible for any customs fees. Please check with your local post or customs office about possible fees if you are concerned before ordering. 

 

 

 

Need Further Assistance?

 

Please email us at spoiledlips@gmail.com with your questions and concerns so we may assist you. Our customer service team is small, therefore, please refrain from emailing unless your order is 2 weeks old or more. Please do not send multiple emails daily as this can cause your email to be marked as spam and we will not see it. Every email we receive takes time away from us getting amazing products sent out and sending multiple emails will slow our response time down. Thank you for understanding!

 

Any questions on promoting with us please email us at affiliateprogram@spoiledlips.com

 

 Privacy Policy

 



 

What personal information do we collect?

 

We collect the necessary information from you when you place an order on the site. Name, email address, phone number, IP and payment method.

In order to guide you through our website, we use "cookies" to gather information about our visitors and direct them to where they want to go.

We use your email addresses to send you news, updates and sales!

We send you sms's about new products and flash sales that we are having too!

We comply with the General Data Protection Regulation (GDPR). In connection with your registration and ordering you agree that we store and use your information in our organization in accordance with GDPR in order to fulfill our agreement towards you. Under the Personal Data Act, you have the right to access the information that we have registered on you. If it is incorrect, incomplete or irrelevant, you can request that the information be corrected or deleted. Contact us in such cases via email.