At ColourPop Cosmetics, we want you to feel confident in your purchase—if you’re not satisfied, our refund process is designed to be straightforward and stress-free. This policy applies to all orders placed through our website, with clear guidelines for eligibility, timelines, and how to request a refund.
Your return must meet these simple criteria to be eligible for a refund:
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Time Limit: You must start the return process within 60 days of your order being delivered (we use the delivery date from your shipping confirmation email to track this).
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Product Condition: Items must be unused, unopened, and in their original packaging. This means no broken seals on lipsticks, no swatched eyeshadows, and no damaged or altered packaging—used or personalized products can’t be refunded.
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Proof of Purchase: You’ll need your original order number (found in your order confirmation email) to request a refund—this helps us quickly locate your order details.
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Reach Out to Us: Email our team at service@colourpop.com with your order number, the name of the product(s) you want to return, and a short note explaining why you’re requesting a refund (e.g., “wrong shade,” “changed mind”).
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Get Your Return Label: We’ll reply within 1–2 business days with a prepaid return label (so you don’t pay for shipping) and step-by-step instructions on how to package and send the items back.
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Ship & Wait for Inspection: Drop the packaged items off with the carrier listed on the label. Once we receive your return, we’ll check that the products meet our eligibility rules—we’ll email you to confirm once the inspection is done.
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Processing Time: After we approve your return, we’ll process the refund within 5–10 days.
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When You’ll See It: The refund goes back to your original payment method (credit card, PayPal, etc.). Keep in mind: your bank or payment provider might take an extra 2–5 days to show the refund in your account (this varies by provider).
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No Hidden Fees: We never charge restocking fees or refund processing fees—you’ll get the full price you paid for the eligible items (minus expedited shipping fees, if you used them).
Some items and fees can’t be refunded, even if you meet the other criteria:
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Expedited Shipping Fees: If you paid for faster shipping at checkout, that fee won’t be refunded—unless the return is our fault (e.g., we sent the wrong item).
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Gift Cards: ColourPop gift cards are non-refundable and can’t be exchanged for cash.
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Free Promotional Items: If you got a free gift with your order, you need to send it back too—if it’s missing, we might deduct its value from your refund.
If your issue is due to an error on our part, we’ll skip extra steps and make it right quickly. These cases include:
- You received the wrong product (e.g., ordered a matte lipstick but got a glossy one).
- The product was defective or damaged when it arrived (e.g., a broken palette, leaking liquid liner).
- Items were missing from your order.
For these situations: Email us at service@colourpop.com with photos of the error (e.g., the wrong product next to your order confirmation) and your order number. We’ll either issue a refund within 3–5 days or send a replacement—whichever you prefer—no need to ship the item back first.
If you have questions about your refund status, aren’t sure if your item qualifies, or need help with the process, email us at service@colourpop.com with your order number. Our team will get back to you quickly and help resolve any issues.
