- Product Facts
- Return & Cancelation Policy
We now offer shipping protection to cover any shipment against theft, loss, or damage for a small one time fee. This option is displayed during checkout and is optional. If you purchased the protection plan and your package is lost, stolen, or damaged, please contact us within 7 days from the date your package was marked delivered or 7 days from the last tracking update. 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 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. Shipping and the cost of the insurance is not refundable. The refund will be issued to your original payment method.
What Is Not Considered Lost:
- Package is available for pickup
- 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 prior to shipment to remedy the incorrect address before the item ships.
- 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).
- Packages delivered and signed for by the recipient or someone in the household.
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 must file a police report and include an explanation that the package was marked delivered but not received by your. Adept Cosmetics® requires a police report in order to process a replacement or refund.
- Send us the police report PDF & number in the order issue. We must have both in order to proceed with reimbursement.
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.
Add Insurance to your cart at checkout to enable protection.
All sales on eyeshadow and premade eyeshadow palettes are final once received. We do not accept returns or exchanges. Exception: Preorders. Please read our store policies before checkout on preorered items. There is a 25% fee for canceled preorders. If you purchased 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. All sales on Mystery Boxes are final once received. We do not accept returns or exchanges on mystery boxes. Empty magnetic palettes can be returned new or used within 10 days of your confirmed delivery date. Shipping on your original order is non-refundable and returns are subject to a 15% fee due to a change in Shopify's terms of service (March 2021). Customer must pay the return shipping costs. Orders now ship out within 24 to 72 hours. Provided your order has not shipped out, or has not been placed in a shipping queue, you can email us within 24 hours to change your order or request cancellation -USA residents only. Cancellation is not guaranteed. If you're outside of the USA, you can request cancellation within 24 hours. Cancellation is not guaranteed. We are unable to change or add anything to your order. Changes to orders are subject to product availability.