Send us an email using the form below.
Most emails are answered within 2 business days, however, if you can't wait, please check out the links and/or FAQ section below. The answer to your question may already be there.
Please note: If you did not receive an order confirmation email and a transaction is pending in your account, this is a hold placed by your bank for your attempted order. Since your order(s) didn't process, your money should be released to your account within 3 to 4 business days. We recommend contacting your bank if you experience any further issues.
Office Email Hours Are: Monday to Friday, 9am to 3pm Pacific Time Zone. Please check your spam or promotions inbox for a response.
Frequently Asked Questions
Our current processing times are listed on the product page. It's generally between 2 and 10 business days, however, during sales, new product launches, inclement weather, holidays and pandemics, processing times can vary and may take longer.
Packages that are sent back to us are at the carrier's discretion and are generally not eligible for a refund. In order to avoid, "return to sender", please be sure that the address given to us at checkout is 100% accurate and deliverable. If USPS, UPS , FedEx, etc. has trouble delivering your package for any reason, it will not be refunded. Packages tagged or labeled "Refused" or "Return To Sender" will not be refunded. Please take note that you agree to this at checkout when you read our store policies.
Did you purchase shipping protection at checkout? If so, please contact us to file a claim.
Upon shipment, you will receive an email with your tracking information. If your items ship UPS or USPS, you will receive a notification that your package was delivered. You also have the option to download an app called SHOP from the order status page to keep track of the shipping process as soon as it's picked up from the carrier. (Please be aware that any delays incurred by the carrier is at their discretion and not at the discretion of Adept Cosmetics.) Once the assigned carrier has confirmed a delivery of your package, that is where our responsibility ends. We are not responsible for lost or stolen items and cannot issue a refund or replacement. Sometimes tracking information can be incorrect, and packages are marked as delivered before they actually arrive. Your package will most likely be delivered within a few days. You can also check with your neighbors as it may have been delivered there in error and/or post office (if shipped via USPS) for more information.
Once orders leave our facility, they are under the responsibility of the assigned carrier. Did you purchase shipping protection at check out? If so, please contact us to file a claim and follow the directions below.
As you can see when you opened your package, we do everything in our power to ensure that your items arrive in perfect condition. Our sincerest apologies if your items arrived damaged.
Email email@example.com with all of the following within 48 hours:
Order Number. Clear photo of the item(s) purchased showing their condition. Please do not send a close up photo. Eyeshadow must be photographed in their original packaging. For example. To receive a credit, the broken eyeshadow must still be inside the clamshell or eyeshadow packaging. We also need a photograph of the shade name.
Note : notifying us of a damaged item via social media does not count as notification. We require an email with photo evidence. Once we receive your email, you should be notified within 48 hours of your store credit in the form of a gift card. We do not offer the option of a refund without the return of the damaged product.
Unfortunately, this policy does not apply to any products that were sent to a mail forwarding company.
If your product arrived damaged and 48 hours have passed, unfortunately, we cannot issue a store credit.
If there is a promotion that we sent via email, text message or social media, the discount code must be placed within the promotional time frame. We cannot honor any discount codes outside of the promotional time frame.
Please email us within 24 hours of placing your order. After 24 hours have passed, we cannot guarantee that your order can be canceled as it is already being processed for shipping by a third party fulfillment center. Orders cannot be canceled if they have already shipped out or if they have already been placed in a shipping queue. Note: Cancellation is not guaranteed.
1. If an item from your order is cancelled, one or more items went out of stock after your order was placed. The cost of the item(s) has been released back to the original payment method. You can sign up for a restock notification by visiting the product page, entering your email address, and clicking "Notify Me".
2. Sometimes orders are marked as "high rist of fraud" by Shopify. These orders are generally cancelled within 3 business days by our website host, Shopify. It may take longer, depending on your banking institution and method of payment. Please contact your bank for a possible solution.
3. We reserve the right to cancel or reduce the quantity of any order you have placed through the Website or through the Shop app, that we believe, in our sole discretion, may result in the violation of our store policies and may do so with or without notice to you. This is our right as a private company according to state laws in Wyoming/Colorado.
We accept most major credit cards, PayPal, Venmo (owned by Paypal), GooglePay, ApplePay, ShopPay, and Afterpay.
When you purchase a pre-order, you are buying an out-of-stock or soon-to-be-available product not yet in inventory. You will be asked to pay up front, in full, for your preorder.
On the product page it will state when you can expect your preorder. We use vague time frames since our preorders generally ship earlier than expected.
Please read the ingredients list carefully prior to purchase, to assure the item you are buying doesn't contain any ingredients you know you're allergic to. We do not offer refunds on color cosmetics and all sales on those items are final.
Although the phrase "clean beauty" is not regulated by the USA, or by the F.D.A., we do take great pains to ensure ethical sourcing of ingredients and do everything in our power to make certain our employees are happy with their job. Our company does not test ingredients or products on animals and we offer vegan friendly formulas. We also provide upcycled packaging when possible. Should you have any concern about what is inside our formulas, please visit the ingredient tab on the product page - everything is listed in descending order.
Adept Cosmetics® does not test on animals. We also purchase all of our own ingredients. This is to ensure that our suppliers do not test ingredients on animals. You can read more about our process here. We also wanted to make it clear that if there ever comes a day that we are forced to test our products on animals, we will stop selling cosmetics. Please bear in mind that the term "cruelty free" is not regulated, does not apply to people and that the lowest price to test one color on one animal in a country such as China as of 2022 is $1,400 and approximately $16,800 for a 12 pan, eyeshadow palette. Multiple tests are required to perform the correct level of testing needed to obtain the appropriate GMP certificates needed to sell a cosmetic product in China. Considering the enormous costs, it is extremely uneconomical for a small brand to perform any type of tests on animals.
Most of our products are made in Hong Kong, and the USA. To see where a certain eyeshadow product is mixed, pressed and assembled please visit the ingredient tab on that product but note that we utilize a global supply chain for both ingredients and packaging. We purchase all ingredients for our cosmetics ourselves and then send them to our certified lab to be used in our products. Ingredients primarily come from Germany, USA, Italy, China, Korea, and Mexico. This is to ensure that they are not tested on animals, comply with SA8000 standards and qualify for Conflict Free, DRC standards.
All products are vegan with the exception of Amunet Light and Amunet Dark.
We upcycle almost all of our product packaging. Upcycling means creating something new from discarded materials by repairing, refurbishing, or repurposing them. Over 40% of our mirrors are refurbished. We try to also upcycle the pans, if possible. Once an item has been upcycled, it cannot be recycled because plastics and certain metals can only be recycled once or twice before they can no longer be of use. This requires that certain coatings be used on the mirror and base to protect the palette from deteriorating faster than normal. It also protects the oils from the makeup from seeping into the palette materials. The white foam used in the packaging is made from corn. Aesthetically, it would look better if we used black foam, however, corn based, biodegradable foam cannot be dyed to black. To ensure that the foam arrives intact to all climates, and protects the eyeshadow, we use the same UV coating. 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 mirror and will soon fade in time. Some palettes may have a "nut" smell, or something similar. This is due to high amounts of shea butter and sunflower oil and does not affect the performance.
Ninhydrin, Minka, La Cienega, House of El, Ketracel White: 10 to 12 months. Heather Austin, Plain Jane Remastered, Amunet, Seahorse, Inspired: 20 to 24 months. Please refer to the product box and packaging for the most up to date information.
At this time, we do not offer pro discounts.
We are located in Colorado, USA
Unfortunately, at this time, we are an online only shop. We ship from a warehouse in Colorado. Due to insurance liability issues and strict laws in place by the state of Colorado, we do not allow visitors to the warehouse.