We now offer shipping protection to cover any shipment against theft, loss, or damage for a small one time fee. This non refundable option is displayed during checkout and is optional. If you purchased the protection plan and your package is lost or stolen, please contact us using the form below within 7 days from the date your package was marked delivered (or 7 days from the last tracking update) for assistance. If your package is damaged, please contact us within 48 hours of delivery. With our insurance plan, you don't have to contact a third party. We handle everything for you and then our company will work reimbursement with the insurance provider. You may be asked to submit photos of damaged items as well as the box (DO NOT THROW THE BOX AWAY!) and be asked for other pertinent information (order number, shipping address, etc). You may be asked to return a broken item. If so, a prepaid return label will be sent to you via email. You may also be asked to file a police report on stolen items for orders totaling over $50. Once the information is received, you may be sent a replacement, a replacement shade or issued a refund. If replacement options are not available, you will automatically be refunded the product price only. The refund will be issued to your original payment method. If a replacement product is sent, you may be asked to sign for it upon delivery. Please be prepared for that.
What Is Not Considered Lost:
- Package is available for pickup at your local post office
- Delivery was rescheduled
- Delivery was attempted and needs to be rescheduled
- Order is stuck in international borders/customs or on hold due to governing body regulations.
What Is Considered Stolen:
- Items totalling $50 or more, marked delivered but not received by you within 48 hours of the documented delivery date.
Other Items Not Covered:
- If the customer entered the wrong address at the time of order, this is not covered under the insurance plan. The customer needs to reach out to us ASAP to remedy the incorrect address before the item ships.
- While eyeshadow is in transit, there may be loose flecks of eyeshadow in the palettes, rubbed "packaging" details, small nicks or bumps that can naturally occur during motion and shipping. This is not considered damaged.
- If the customer is unsatisfied with their product, the customer must read all return policies prior to their purchase.
- Customer filed an insurance claim after 7 days from the date your package was marked delivered (or 7 days from the last tracking update) for lost or stolen items and 48 hours for damaged items.
- Packages delivered and signed for by the recipient or someone in the household.
- Packages delivered to a forwarding agency and not received by the buyer.
Delivered but missing package
At our discretion, we may require a police report for any instance when your package is marked as delivered but not received by you. You will have 7 business days to file the report.
- You must file a police report and include an explanation that the package was marked delivered but not received by you. Adept Cosmetics® requires a police report in order to process a replacement or refund.
- Send us the police report PDF & number with the order number.
- Police reports can be made over the phone, in-person, and, in some cases, online. A report can be completed within 15 minutes at your local police department.
How to get started with filing the report:
- Research your local police station, then call the station's main non-emergency phone number
- Let the station know you need to file a report on a stolen package for the company protecting your package
- Ask if you can do it online, over the phone, or need to go in person. Every precinct is different!
- File the report. You will need the following information:
- Name of Retailer
- Date of Order
- Date of Delivery
- Name of Carrier
- Where the Package was Left
- Package Value
- Be sure to include the reference/case number in your issue when filing or a copy of the PDF file from the police.
Upon request, we may ask for additional documentation (e.g. proof of identity, address, etc.).
Note: Depending upon the jurisdiction, a false police report may be charged as a misdemeanor or a felony
**Order issues for packages marked "delivered" yet not received are considered as stolen and must be filed 7 days after “delivery date” but no longer than 10 days to ensure it was not misdelivered or easily found around the premises.
By deselecting Shipping Protection at checkout, Adept Cosmetics® is not liable for lost, stolen or damaged goods.
Fedex International Shipping = Delivered duties unpaid within 8 to 20 business days. (Carrier surcharges to handle local custom and duties are the customer's responbility.) Time frame for delivery is an estimate time and may vary due to COVID variants and other factors (ex. local mail strikes). Only available for some countries. *Time frame does not include custom delays which can sometimes take up to 90 days.* Shipping will be calculated at checkout and will not include duties or taxes for international shipments. International shipments are subject to the import laws of their respective country’s customs department. Returned shipments due to non-payment of International fees (duties, taxes, VAT) will incur additional shipping charges as well as a $15.00 restock fee. This will be charged to your form of payment made at checkout. Read our full policy here.
Domestic Shipping: If your order is shipping to an address within the USA and totals $200.00 or more, a signature may be required for delivery. Any order shipping to DE or OR, will also require a signature for delivery. If you don't have anyone available to sign, please send us an email within 24 hours of placing your order and we will change it to normal delivery. Any orders returned due to the unavailability to sign will incur a $15.00 restocking fee. Over 95% of orders are shipped Priority Mail via USPS or ground shipping by UPS.
International and Domestic: Return to sender due to inaccurate address entry at checkout, recipient unavailable to sign, or non-payment of local custom/duties will incur a $15.00 restocking fee.
Return & Cancellation Policy
Cancellations: excepted within 24 hours of placing your order. We are unable to change or add anything to your order. If you need to cancel after 24 hours, there is $6.00 charge. This includes preorders. We are unable to cancel an order if your order shipped. Please make sure that your order is accurate. Once the order is placed, we're unable to change it.
Cosmetics: We do not accept returns on any cosmetic/makeup item due to the nature of the product. All sales on eyeshadow and cosmetics are final once received. ⚠️Allergies Advisement: please read the ingredients list carefully to assure the item you are buying does not contain any ingredients you know you're allergic to. We do not offer refunds on cosmetics and all sales on cosmetic items are final.⚠️
Empty Magnetic Palettes: can be returned new or used within 10 days of your confirmed delivery date. You must return the original product box and packaging to receive your refund. Shipping on your original order is non-refundable.
Shipping Protection: If you took advantage of shipping protection at checkout and need to utilize the service, please contact us to file a claim. Shipping Protection is not refundable. See shipping protection terms of service for more details.
What Is Upcycling?
Upcycling means creating something new from discarded materials by repairing, refurbishing, or repurposing them. This process is done by machine and by hand and therefore there may be slight "flaws" in the packaging that cannot be avoided during the making proess. Please be aware of this before purchasing.
Though we can't do this with all of our products, we try and upcycle most of our products. Over 40% of our mirrors are refurbished. Once an item has been upcycled, it cannot be recycled because plastics can only be recycled once or twice before they can no longer be of use. Note: When you open the box/palette, there may be a chemical smell from the packaging. This smell is a UV coat that we used to protect the "leather" and is temporary.
Upcycling has no effect on the eyeshadow formula itself. All shades are removable and magnetic and can be stored in most magnetic palettes.
Use any of these codes to save 10% on your purchase.
Note: some eyeshadow bundles are not eligible for discounts.
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