Frequently Asked Questions
RETURNS & REFUNDS
Do you allow exchanges/returns/refunds?
All sales are final. We do not offer returns/exchanges/refunds, nor do we allow cancellations*. The only merchandise that may be eligible for return or exchange are damaged or defective items due to the manufacturing process. In this case, please see the additional assistance section below for instructions.
NOTE: Scott Barnes Cosmetics offers Guaranteed Package Delivery Protection for domestic and international orders which covers in transit lost, damaged, or stolen fulfilled orders. When you choose NOT to select Guaranteed Package Delivery Protection, Scott Barnes is NOT liable for in transit lost, damaged, or stolen fulfilled orders.
Please keep in mind that colors will appear different on individuals depending on skin tone and lip pigmentation. Items will not be replaced or exchanged for this reason. Scott Barnes Cosmetics reserves the right to refuse any returns/exchanges at any time.
Although we use common ingredients, if you are sensitive a patch test is recommended before use. Please seek medical advice from a Doctor and discontinue immediately should you have a reaction.
*At this time of health concerns, for any orders placed on or after March 16, 2020, Scott Barnes Cosmetics' return policy has been updated to allow Scott Barnes Cosmetics customers to cancel unfulfilled/unshipped orders for a full refund. If you wish to cancel an unfulfilled/unshipped order or have any questions, please contact customer service at customersupport@scottbarnes.com.
RETURNS ON GIFTS:
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive an electronic gift card for the value of your return. Items must be returned unused and in their original packaging, or will not be eligible for a refund. Once the returned item is received, an electronic gift card will be emailed to you.
If the item wasn’t marked as a gift when purchased, or the gift-giver had the order shipped to themselves to give to you later, we will send a refund to the gift-giver and the original purchase will find out about your return.
ORDER ISSUES
HOW CAN I REACH YOUR CUSTOMER SERVICE TEAM AND WHEN SHOULD I EXPECT A RESPONSE?
For customer service inquiries only, please email customersupport@scottbarnes.com. Our Customer Service team is available M-F 9:00AM - 6:00PM PT. We do our best to respond to all customers within 48 hours. Response times may be extended during holidays, promotions and immediately following launches/restocks. Inquiries are answered in the order they are received; please do not send multiple emails.
I HAVE NOT RECEIVED MY ORDER CONFIRMATION, DID MY ORDER GO THROUGH?
Ensure you entered your email address or mobile number and authorize scottbarnes.com to contact you to receive order confirmation. Order confirmation notification may be delayed as a result of high order volume. Please contact our customer service team customersupport@scottbarnes.com if you have not received your confirmation email after 24 hours of your purchase.
CAN I MAKE CHANGES TO MY ORDER ONCE IT’S BEEN PLACED?
Orders can not be canceled*, changed, or modified once they have been placed. Please ensure your order and all payment, billing, and shipping information is correct before submitting your order.
*At this time of health concerns, for any orders placed on or after March 16, 2020, Scott Barnes Cosmetics' return policy has been updated to allow Scott Barnes Cosmetics customers to cancel unfulfilled/unshipped orders at any time for a full refund. If you wish to cancel or have any questions, please contact customer service at customersupport@scottbarnes.com.
I HAVE RECEIVED MY ORDER AND NEED SOME ADDITIONAL ASSISTANCE.
Please contact our Customer Service Team customersupport@scottbarnes.com within 14 days of delivery of the package. We will review all issues that are submitted within 14 days of delivery of the package. Requests received after the 14 days time-frame are no longer eligible for review. Customers must provide photos of any product/order issues along with their Packing slip. Please note that items shipped using a mail forwarding service are not eligible for replacement/exchange/refund of any kind.
DELIVERY
WHEN WILL MY PACKAGE BE DELIVERED?
Processing time for orders is 1-2 business days (business days do not include weekends or holidays). These times may be extended during holidays, launches/restocks, limited-edition releases, and promotions. Once shipped, delivery time within the United States is 1-4 business days and 2-8 business days internationally. For expedited or one-day shipping please allow 1-2 business days for processing as your order is being prepared for shipment. All orders are shipped via FedEx or Global-e DHL Express.
Please Note: Scott Barnes Cosmetics is not responsible for any shipping delivery delays that may be affected by, but not limited to, the following: Customs; Natural Occurrences; or Air/Ground transit transportation strikes/delays.
I AM AN INTERNATIONAL CUSTOMER; DO I HAVE TO PAY CUSTOMS AND TAXES?
Items shipped outside of the United States are subject to duties, taxes, handling, and/or other miscellaneous charges as defined by the country of import. These fees are not included in the cost of your order and therefore can not be reimbursed by Scott Barnes. Customs regulations in the U.S.A. require that we display the full product value on the front of the package (this includes products that are purchased at a discounted price or are part of a promotion). Please check with your country’s customs office to determine what these additional costs will be prior to placing your order.
PRODUCT INFORMATION
IS SCOTT BARNES COSMETICS CRUELTY FREE?
Scott Barnes Cosmetics does not test its products on animals.
Scott Barnes Cosmetics is Leaping Bunny Certified and the certification is pictured on the sleeves and backs of the palettes. Leaping Bunny Certified means we do not test on animals and are cruelty free.
