FAQ

Can I cancel or add items to my order?
Orders can only be cancelled within 24 hours or the time your order was placed, whether you need to cancel the entire order or simply remove a single item. Orders that have already been processed for shipment cannot be cancelled, period. To add items to your order, send us an email at soundcomseticsco@gmail.com with the complete list of items you want to add to your existing order. We will manually add them to your order & send you an additional payment invoice for the difference. Your order will begin processing when the final payment is made (final payment must be made within 24 hours otherwise only the original, paid order will ship).

Can I combine my orders?
Yes. Just send us an email at soundcosmetics@gmail.com requesting to combine your orders. Please include both (or all) order numbers in your email, as well as your full name & shipping details.

Please be advised that, when your orders are combined, all items will be shipped by the most recent order's "ship by" date, as per our current turnaround time. You will receive a refund for any shipping charge overage you paid when your package ships. Only open orders can be combined.

Can I return an item if I don't like it?
Due to the nature of our products & sanitary concerns, refunds are not accepted. If you are skeptical about a product, please purchase one item first.

 

Do you have samples?

We offer a maximum of 3 samples for our foundation to help you find your best match. Shipping costs are covered by client. Samples are also non-refundable.

Damaged/Broken Items:
We do our best to make sure your order is packed securely, & with love. Should something in your order arrive damaged, please contact us within 7 business days (include photos of damaged/broken item) so we can file a claim with the insurance company. If you do not contact us with 7 business days of the receipt of your package, we cannot file a claim & therefore you forfeit a refund or item exchange. 
You will have to return any damaged items to us, as well as the original packaging. 
Upon a successful resolution of the claim, you can have a replacement sent to you (at no cost to you) or receive a refund (sans the cost of the original postage).

Something is missing from my order:
If something is missing from your order, please contact us within 3 DAYS and we will send you a replacement.

The shipping address, in my order details, is incorrect.
First and foremost, please double check that the address entered in your order details matches with your paypal/credit card address & both are correct; and that it also includes an apartment/suite number, if applicable. Please be sure to include a safe shipping address. We are not responsible for stolen packages.


If you notice the address provided is incorrect, please contact us as soon as possible, and BEFORE your order ships & we will make the correction.
We are not responsible for orders not received due to incorrect shipping address provided by the customer, and will not issue refunds or replacements due to items not received at the customer's fault. However, if your package is returned to us, you may either 1) receive a refund for the amount of the order subtotal, sans shipping or 2) have your order reshipped at your own cost.

I received the wrong item:
If you receive the wrong item, please contact us within 3 DAYS & we will send a replacement. You may be asked to provide photos of the item you received in its place. Additionally, you may be asked to return those items.

I think my package was lost in the mail.
We do not have any control over packages once we ship them out, and therefore do not have any control over their transit or how long it takes to reach you. Additionally, we cannot provide you with any other information regarding a package that has already been shipped beyond what is detailed in your tracking information.


Please contact your local post office FIRST with the delivery confirmation/customs declaration number, as they will be able to provide you with more information on the transit and location of your package.


Packages are not deemed "lost", by the insurance company's standards until the time-frames listed below. Once the allotted time has passed, we will file a claim with the insurance company & upon receipt of a successful claim, you can either elect to have your order reshipped (at no cost to you), or we will grant you a full refund. 
We cannot report your package as "lost" until:
Domestic (U.S.) orders - 21 business days have passed
International orders - 45 business days have passed
Italy - 60 business days have passed

Sponsorship/Reviews/Promoters
At the moment, we do not send out free products in exchange for review. 


Wholesale / Private Label Prices
We are currently not accepting wholesale orders for our cosmetics, nor do we participate in drop shipping, private label, or wholesale prices for resale of our products.

Can you make a custom shade for me?
We are not currently accepting requests for custom lipstick or eyeshadow shades.

Will you reserve this item for me?
We do not offer reserves; all products are first come, first serve.

Are your products cruelty free/vegan?
None of our products, nor the ingredients used to make them, are ever tested on animals. Likewise, most of our products are also Vegan Friendly; if a product is not vegan, it will say so near 'ingredient information' at the bottom of the item's listing.

It is assumed that you have read and understood our shop policies when placing an order.

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© 2020 Sound Cosmetics. 

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