FAQ
At Arttitude Cosmetics, our customers are our family. Our founder values each and every single one of you, and firmly believes that our community is what makes our brand truly special.
We pride ourselves on our excellent customer service, and want to ensure a magical shopping experience from start to finish, that goes far beyond just our products.
Take a look at our frequently asked questions below
Products
Are your products vegan friendly?
Yes! Our founder is an animal lover, and always ensures that our products do not contain any animal products or ingredients. All our products are manufactured using synthetic ingredients only.
Our ethos is always morals before money, and as a brand we will always stay true to our ethical values, bringing you luxury products at affordable prices, that are always 100% fur friendly!
Are your products cruelty free?
Yes! We have a strict no animal testing policy.
Additionally, we promise to never sell our products in countries that endorse animal testing, even if we lose out on business.
Do you offer samples of your products?
Unfortunately we do not offer samples of any of our products at this time.
Where can I find more information about each product?
Detailed ingredients lists, features and additional information can be found on the product page, of each of our individual products.
If you have any specific questions regarding any of our products that you can't find - just get in touch, we're always happy to help!
Something is out of stock, when will it be available again?
Arttitude Cosmetics monitor stock levels very closely, and try our best to ensure that we can meet demand for our most popular products. However, thanks to our amazing customers and growing popularity, our new launches sell out very quickly!
You can now opt in to automatic email alerts, under each specific product to be notified as soon as they are back in stock on the website. Additionally, we will also email all of our newsletter subscribers when popular products are back in stock, so make sure you've signed up!
Are any of your new releases limited edition?
As a brand we are still learning, developing and expanding, therefore some of our launches are limited edition and will not form part of our permanent collection. Limited edition items will not be restocked. If a launch is planned as limited edition, we will always include this in the product description. If any of our limited edition launches are more popular than we initially expected, we may decide to restock them in the future.
Because we are continuously bringing out new products and new innovative formulas, when the demand for our older collections naturally declines over time, we may decide not to restock them.
For questions relating to a specific product or collection, please send us an email - we would be more than happy to help!
Orders
Where is my order confirmation?
Congratulations! You've placed your order and you're now part of the Arttitude Family! Once you have placed an order, you should receive an email confirmation sent to the email address you provided at checkout. If for some reason, you did not receive this email, please check your spam/junk folders.
If you still cannot find your email, please log into your account to double check that the order has been initially processed. If you are still having problems please contact us at sales@arttitudecosmetics.co.uk and we will get things sorted!
Has my order been shipped?
We ship all our orders using a tracked service with Royal Mail. When your order is shipped, you will receive an order confirmation email, with full tracking details to keep an eye on your parcel, and manage your delivery, via their website.
You can view your order history and retrieve tracking details at any time by logging in to your account.
Can I cancel or amend my order?
We work super hard to pack your orders as quickly as possible. If your order has not yet been shipped, we might be able to amend or cancel it for you, if you get in touch with us immediately.
Email your request to customercare@arttitudecosmetics.co.uk
If your order has already been shipped, unfortunately we cannot accept any order amendments or cancellations.
How do I view my order history?
You can access your account in the top right hand corner of our website at any time, or log in here.
You do not need a password to access your account. You will receive a one-time code sent to your email address that you have provided in order to log in.
If you haven't received the email, please check your junk/spam folder before getting in touch.
Help! I provided the wrong delivery address!
We aim to process all orders as quickly as we can, however as a small team - this can sometimes take 2-3 working days. The good news is - if you get in touch with us early enough - we can usually help!
If you have entered the wrong address please email sales@arttitudecosmetics.co.uk ASAP with your order number, and WRONG ADDRESS in the email subject, so we can identify it in our inbox as urgently as possible.
Please be extra careful when checking out with PayPal, to ensure your delivery address is up to date!
Order not yet dispatched:
If your order has not yet been dispatched, we will place your order on hold immediately. We will ask for I.D and proof of address to change any shipping details after an order has been placed for security reasons.
Order already dispatched:
Unfortunately if your order has already been dispatched, there is nothing we can do to retrieve your parcel. Please note that we are not responsible for incorrectly imputed information at checkout, and we cannot cover the cost of the order.
International orders:
For orders incurring customs charges, if the charges are not paid due to an incorrect address, and the parcel is returned to us in re-sellable condition, we will refund you, minus the shipping fees incurred to us.
Please note: in some instances the local government may opt to destroy the parcel instead of returning it to us. If this occurs, OR the parcel is returned damaged, we will not be able to refund your order.
I have a problem with my order
We're all human and we all make mistakes! But at Arttitude, our founder firmly believes how you deal with those mistakes is what defines your ethos as a business.
We take pride in our excellent customer service. If something has gone wrong, we will always fix it - so please rest assured that incorrect orders will be rectified as soon as possible.
If you received an incorrect item, or if an item is missing from your order, please email customercare@arttitudecosmetics.co.uk as soon as possible, with your order number, and we will be happy to help you further.
My order arrived damaged
At Arttitude Cosmetics we take pride in our packaging and do our utmost to protect your products during the shipping process. Our eyeshadow palettes come with small protective discs over the shimmer shades, for extra added protection. However, in the unlikely event that your parcel does arrive damaged, rest assured that we will sort it for you.
Please email customercare@arttitudecosmetics.co.uk with your order number, and pictures of the damaged goods within 7 days of delivery, so we can provide a solution that suits you.
Generally, if your product is magnetic, we will replace the damaged shade(s) or offer you a partial refund. If your product is not magnetic, we will replace the whole product or offer you a partial refund. Please note that each request will be assessed on a case by case basis.
If we notice suspicious repetitive refund requests suggestive of fraudulent behaviour - your account will be monitored closely and we reserve the right to restrict you from future purchasing.
Shipping & Returns
Where do you ship to?
We are proud to ship our products worldwide and have currently shipped to 49 different countries across the globe!
Please note: Unfortunately we are no longer shipping to Spain, due to ongoing issues with Spanish customs. Our Spanish customers can shop our products at one of our official retail partners Monolith EU.
How much is shipping?
Shipping is automatically calculated at checkout and should be displayed in your local currency. Shipping rates vary based on your location and your order total. Here's a quick summary of our current shipping rates:
UK: Royal Mail 48 HR tracked
Orders <£40 - £3.99
Orders >£40 - FREE
Europe: Tracked Shipping (10-15 working days)
Orders <1kg: £9.99
Orders <1kg: £14.99
Orders >£150 - FREE
Rest of the world: Tracked Shipping (12-18 working days)
Orders <1kg: £14.99
Orders >1kg: £19.99
Orders >£150 - FREE
How long does shipping take?
We aim to process all orders within 2-3 working days, however it can take longer during new launches or busy periods. Please bear with us, we are only a very small team of 1 (plus friends and family!)
Delivery timescales vary based on your location, but a rough estimate is provided on our product page and can be found below:
- UK: 2-3 working days
- Europe: 10-15 working days
- Rest of the world: 12-18 working days
Please note international orders can incur delays due to customs processes, outside of our control.
Our full shipping policy can be found here if you need any further details.
Will I pay customs fees?
If you live outside the UK, local customs or import duties may be charged when your parcel reaches your country. Unfortunately we have no control over these charges and can not predict how much they may be.
It is up to you as an individual to get more information regarding import charges directly from the customs and excise office in your country.
As a small business, we are not currently eligible for IOSS registration, but we will be implementing this for our EU customers as soon as we possibly can, so we can be more up front about the charges that will incur.
Pleased note if you are based in the USA - tariffs are now applicable to your order. Our products are manufactured in China. Please contact your local customs and excise office for up to date information regarding any applicable tariffs.
What happens if I don't pay customs?
If you refuse to pay your customs fees, we cannot refund your order until it has returned to us, in re-sellable condition. We will deduct any fees incurred to us, including shipping costs, payment processing fees, and costs for any damaged items. If your entire order is returned damaged, you will not be eligible for a refund.
Please note: in some instances your local government may opt to destroy the parcel instead of returning it to us. In this case we will not be able to refund your order.
How can I track my order?
We ship all our orders using a tracked service with Royal Mail. When your order is shipped, you will receive an order confirmation email, with full tracking details to keep an eye on your parcel, and manage your delivery, via their website.
You can view your order history and retrieve tracking details at any time by logging in to your account.
Help! I think my parcel is lost or missing...
Arttitude Cosmetics apologise on behalf of our shipping provider for any lost or missing parcels. Our shipping provider states that items will not be declared lost until 28 working days have passed. After 28 days, please contact us stating your order number and address so we can chase this with them, and issue you a refund or replacement.
Please note: it is the customers responsibility to ensure they have entered the correct delivery address at checkout. If your parcel hasn't arrived because you have provided the wrong delivery address, unfortunately we cannot cover the cost of the order.
Still Got Questions?
Get In Touch!
