FAQs

GENERAL

I’m new here, what’s the heck is “indie makeup”???

Great question! In short,  "indie" is short for "independent." Makeup produced by independent brands not owned by holding companies is called "indie makeup." Most of these brands (though not all of them) are pretty small, especially in comparison with mass-market brands. Not answering an owner company usually gives them more freedom to experiment with niche products and produce pretty special ones you won't find in big cosmetics stores. You can see it easily when you compare special shades like multichromes and holochromes to standard shimmers. Also, being indie often means a lack of a huge marketing budget and other overhead costs which results in more money going towards the actual product. So, with indie, usually you are getting much more bang for your buck.

When will you get the palette “X”? How can I stay in the know without checking your website every day?

We are very active on Instagram with our announcements and updates, so it’s a good way of keeping track of new launches and such. Also, when we have news, we send it in the newsletter, so subscribing to it can also help. Sadly, our newsletter sometimes goes into the spam or promotions folder, so keep an eye on those.

I just found your website and want to make sure you guys are real. Do you have reviews or something?

Sure! People left some reviews about our service on Trustpilot and about our products on Judge.me.

SHIPPING

Where do you ship from?

We ship from Canada. From a cozy little town called Squamish in the heart of Beautiful British Columbia.

What shipping options do you support? 

If you live in Canada, it’s UPS and Canada Post. We also support DHL and FedEx for international shipping. 

How much does shipping cost?

Rates vary based on your postal code, chosen delivery speed, and shipping company. At checkout, you will see all available options with approximate delivery times and rates.

How fast do you ship your orders?

All orders are shipped in 1-2 business days maximum, but we usually do a parcel run every day at around 2 pm Pacific time. So, if you ordered early in the morning, chances are your parcel will get out of the door the same day. If you ordered after 2 p.m., it’s likely to go out the next business day. Orders made during the weekend are usually shipped on Monday. So, if you live in the lower mainland (Vancouver and around, and even Victoria) and made your order in the morning, there are chances to see a box with black and red tape on your doorstep as early as the next day!

What about duties? I got burned by duties once or twice when I tried to buy indie makeup.

If you are in Canada, there will be no any extra fees after the order is placed and shipped! Canadian duties and handling fees are already paid by us when we import products into Canada. All our orders are shipped from British Columbia, and there are no customs involved for domestic orders. 

For international orders, customs, taxes, and related fees are dictated by the country to which the order is shipped and the chosen shipping company. They are usually collected at the customs and are the customer's responsibility.  

Is there any shipment protection? What happens if my order gets stolen or damaged in transit?

Most available shipping options include shipping insurance with coverage up to C$100. You can check which shipping options do and which don't in the Shipping Insurance section of our Shipping Policy. You can also see a Route Package Protection checkbox in your cart - it is added to all orders by default at Route's rates (usually a few dollars). You can decline Route protection in your cart by unchecking the checkbox, but we highly recommend using it. Route covers the product's total amount and your order's shipping cost. They are also by far quicker and easier to deal with than shippers' insurance. We pack all our orders carefully to avoid damage in transit, but sometimes shipping can be extra rough, or packages might be lost or stolen in transit - Route helps protect the parcel in these cases.

RETURNS AND REFUNDS

I bought some makeup from you and I think I have an allergic reaction to it.

Unfortunately, it is impossible to foresee individual reactions to products, and even the most popular ones might still cause allergic reactions in some users. Sadly, due to the hygienic nature of cosmetics, we cannot accept returns or exchanges or issue refunds. Please read the ingredients list carefully before placing the order to ensure the item you buy contains no ingredients you know you're allergic to. If signs of irritation appear, it is advisable to discontinue using the product immediately. We would appreciate any information on reactions to products so we can share it with the brands to potentially consider in their manufacturing process. 

Didn’t like the palette I received. How can I return something? 

Please be certain of your purchase, as all sales on cosmetics are final. Due to the hygienic nature of cosmetics, we do not accept returns or exchanges or issue refunds. Please buy responsibly. 

I made a mistake in my address. What do I do? What happens now?

Please get in touch with us as soon as possible. We will do our best to amend it, but there is no guarantee: Once the order is processed for shipping, we cannot change or cancel it. If the parcel is returned to us by the shipper, we will cancel the order and refund it less shipping costs and a $20 CAD restocking fee as long as it is unopened. Unfortunately, we cannot refund the order if it is not returned or returned unsealed, damaged, or incomplete.