FAQs

Yes - we actively encourage you to do so! You can buy individual shades, or bundles of shades from us and use them to refill your palettes.

 

Also, be sure to follow us on social media as we sometimes host competitions, so get the chance to win some of our products including a bundle of shades of your choice!

 

INSTA: @unhiddenbeautyco

TIKTOK: @unhiddenbeautyco

TWITTER: @unhiddenbeauty_

FACEBOOK: @unhiddenbeautyco

DISCORD: discord.gg/UnhiddenBeauty

• There is a white line on the top of my palette, why is this?

While our printers are good, any handmade print has a degree of bleed (dead space around the edge of your design that will be cut off and not printed). This is not marked in the customiser. When we print palettes we leave a 3mm space line on the top of the palette because this prevents the artwork on the front cover of your palette to crack when opening palettes.

We are committed to producing a high quality product, so if you think your palette image has been significantly affected by this, then please take a picture of your palette and send it to use at support@unhiddenbeautyco.com with your order number. If the quality is below our usual print standard, then we will happily send you out a replacement as soon as possible.

  

• Printers Bleed

All custom palettes are checked for quality prior to being sent out. This includes checking the quality of the printed image. While our printers are good, any handmade print has a degree of bleed (dead space around the edge of your design that will be cut off and not printed). This is not marked in the customiser.

However when your palette is printed, it is why 1-2mm of the outer border of your image may be cut off, so we advise that you account this for if you're making your own images or when you are uploading your own photographs.

We are committed to producing a high quality product, so if you think your palette image has been significantly affected by this, then please take a picture of your palette and send it to use at support@unhiddenbeautyco.com with your order number. If the quality is below our usual print standard, then we will happily send you out a replacement as soon as possible.

 

• Environment aspects of the ink and printing process

Unfortunately we cannot share the exact details of the printing technology we use due to not being able to share that information with our competitors! However, we can proudly say we are partnered with a fantastic logistics provider based in the United States who allow us to provide you with the highest quality customisable makeup palettes possible whilst also keeping the environment in mind.

We have done this by carefully choosing an energy efficient printer that uses a non-solvent, water based ink to produce odourless printing. Essentially, this means that the printer and ink chemistry we use is extremely safe health wise and it is also very environmentally friendly when compared to alternative printing methods.

Other ways that we have tried to be more sustainable include providing you with an alternative to traditional eyeshadow palettes with our re-fillable ones! No more only using one or two shades in a palette and then buying a whole new one, say hello to loving and using every single shade and then refilling and reusing your existing palette when you run out those shades too! It’s no secret that producing anything has an impact on the environment and we have tried our best to minimise the impact that we do make in a number of different ways however we are always open to our community letting us know if they think we can do better so please do get in touch at support@unhiddenbeautyco.com if you have any suggestions on ways we can improve our environmental impact.

 

• How long does production take?

All custom palettes are printed and finished by our logistics partner in the United States.

During periods of normal demand, low volume custom orders take 2-3 working days to produce before being shipped by one of our courier partners.

However, during periods of high demands e.g. in the 4 weeks before Christmas, production can take longer.

We will publicise longer production times on our website homepage and via our social media accounts if and when they occur. So if this is something that you are concerned about please visit our homepage here: https://www.unhiddenbeautyco.com/ and check if there are any updates about longer production times before you place your order.

After production, shipping times vary depending on the shipping location. You can view detail on shipping timelines and costs on our shipping page here: https://www.unhiddenbeautyco.com/pages/shipping.

 

• Do you do wholesale?

We do not specifically fulfil wholesale orders. However, depending on the size of your order we may be able to offer something.

If you are interested in placing a large order e.g. 10 palettes or more, then please email us at support@unhiddenbeautyco.com and we can see what is possible on relation to the specifics of your order. 

For bulk orders, we will always try to accommodate when feasible.

 

• Do you offer a wholesale discount for bulk orders?

We do not currently offer a fixed discount for bulk orders. However, depending on the size of your order we may be able to offer something.

If you are interested in placing a large order i.e. 10 palettes or more, then please email us at support@unhiddenbeautyco.com and we can liaise with you about what is possible in relation to the specifics of your order.

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7. SHIPPING & DELIVERY

Wondering where your order is or how and when it will reach you? For full shipping details, see here: https://www.unhiddenbeautyco.com/pages/shipping

 

• What delivery options do you offer?

We currently only offer standard delivery. 

 

• I need my Unhidden Beauty palette, how long does it take to arrive?

Estimated time to receive an order for custom orders includes:

(i) production time and

(ii) shipping time

For all production and shipping times, please see here for our full shipping information: https://www.unhiddenbeautyco.com/pages/shipping

 

• I'm in a hurry, do you offer expedited shipping?

Unfortunately we do not offer expedited shipping. We currently only offer standard delivery.

 

• Where do you ship to?

We currently ship to the United States only. Our HQ is in London but we recently transferred our fulfilment to the US. Our orders are fulfilled from Michigan, United States.

If you are based in a location that we do not ship to, we are sorry for any inconvenience that this may cause. However, we do plan to expand the list of destinations that we ship to soon so that we can serve more customers.

We will keep you posted about our shipping destinations via our website, newsletter and social media platforms.

If you would like to stay up to date with this information then please subscribe to our newsletter at the bottom of our home page here: https://www.unhiddenbeautyco.com/#NewsletterForm--footer

For our full shipping information, please see here: https://www.unhiddenbeautyco.com/pages/shipping

 

• Do you deliver to PO Box addresses?

Yes, our courier partners deliver to PO Box addresses.

 

• How will my order be sent?

Our custom palettes are printed and packaged on site in Michigan.

For regulatory reasons, we do not assemble (place the make up in the custom palettes) for you. This is very simply and should only take a few seconds to arrange them in your palette. And we hope you enjoy the process of assembling your palette - you can put the shades wherever you like!

Orders then leave our fulfilment center in Michigan with one of our courier partners. Shipping times and prices vary depending on your location.

Please see here: https://www.unhiddenbeautyco.com/pages/shipping on delivery times for more information.

  

• Will I be charged custom fees?

We are based in London in the United Kingdom (UK). But our orders are fulfilled from Michigan, United States.

We currently ship within the US only (the 48 contiguous states plus Alaska and Hawaii) but we are working on expanding the destination list! You can subscribe to our newsletter at the bottom of our homepage here: https://www.unhiddenbeautyco.com/ to receive the latest updates and announcements.

Custom fees do not apply to orders being shipped within the United States.

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8. ORDERS TRACKING

• Can I cancel my order?

This depends on the status of your order.

If your order has not been printed yet, then we can offer a cancellation and issue you a full refund.

However once your palette is processed, you are unable to cancel or change the order because each palette is a bespoke, and we cannot re-sell your customised palette to someone else.

If you would like to cancel your order please email us at support@unhiddenbeautyco.com as soon as possible after placing the order and we will let you know if there is anything else that we can do.

 

• I didn't receive my confirmation email, what do I do?

 You should have received an email straight after your purchase. Please always check the junk mail. If the email didn’t make it through, please contact us at support@unhiddenbeautyco.com and one of our customer service representatives will check in on your order.

 

• Where can I find my tracking number?

You should have received an email once your order has been fulfilled. You can track your order via UPS site here: https://www.ups.com/track?loc=en_US&requester=ST/. Please always check the junk mail. If the email didn’t make it through, please contact us at support@unhiddenbeautyco.com and one of our customer service representatives will check in on your order. 

 

• I have been sent the wrong package, what do I do?

This is very unlikely, but mistakes do happen. So if this does affect you, then please contact us immediately at support@unhiddenbeautyco.com.

Please include your order number, a brief description of what happened, and a clear photograph of the item you have received.

We will get back to you as soon as we can with a plan to resolve the issue for you and any other customer(s) involved.

We apologise for any inconvenience!

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9. PAYMENTS & BILLING

If you have questions about payment and billing, take a look inside!

 

• Two-Step Checkout

You may notice that we have a two step checkout in place at the moment. This is something we are working to improve as we know it's a little clunky and longwinded. However, for now you may be asked to log in twice.

Please contact us at support@unhiddenbeautyco.com and one of our customer service team will do their best to help you out.

 

• My payment didn't go through, please help.

You can find us on email at support@unhiddenbeautyco.com and we’ll do our best to get your order back on track. But this may be more of an issue for your bank card provider, so we would recommend that you contact them first to see.

• I was charged twice, what do I do?

If your bank card or payment provider (e.g. PayPal) was declined when you first tried to place your order, the bank or payment provider often take a 'shadow payment' despite the payment being declined.

This may appear as a pending or completed transaction in your transaction list.

No need to worry! We do not take funds for declined transactions. Also, in our experience the bank or payment provider usually returns this money to the customer within 24-48 hours. The transaction should then disappear from your statement.

If this does not happen then please contact your bank or payment provider directly.

However, if you are still having issues locating your payment after taking the above measures then please contact us at support@unhiddenbeautyco.com and we will do our best to help you resolve the issue.

 

• Do you do gift receipts?

Unfortunately, we do not offer gift receipts at this time but it is something we are considering. 

 

• Do you do E-gift cards and how does it work?

Yes we do! You can get your Unhidden Beauty gift card here: https://www.unhiddenbeautyco.com/products/unhidden-beauty-egift-card

Simply choose the amount - There are 12 options to choose from. The costs of our products are:

• 8 Eye Palette = $33
• 12 Eye Palette = $42
• 20 Eye Palette = $60
• Blank Magnetic Palette = $10
• Single Eyeshadow = $2.25
• 6 Piece Brush Set = $19.99

Once you have selected the amount, add it to basket and type in the email you want to receive the gift card. The email will show the amount and to spend it, click on 'View gift card' where you will see the 16 digit code which can be used at checkout.

 

• I have more than one promo code, can I use them all?

Usually, you can only use one promotional code at a time. We suggest picking the best one at checkout, and save the others for a rainy day.

However, there are exceptions to this, so if you think you should be able to use more than one discount code at the same time, then please contact us at support@unhiddenbeautyco.com and we will be happy to clarify.

• Do discount codes expire? 

While some things last forever, our discount codes do not. All discount codes will come with an expiration date at the time that they are issued.

Please keep in mind that you can only use one discount/ promo code (if you have more than one code) at a time.

 

• Why is my promo code not working?

Please email us at support@unhiddenbeautyco.com including your promo code and we can have a look into this for you.

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10. RETURNS & REFUND

Not what you expected? Let us know as we want all our customers leaving happy, so get in touch!

 

• My tracking says that my order has been 'returned to the sender' what does that mean? And why has it happened?

Occasionally couriers return orders to us for unknown/ unspecified reasons.

If this happens to you and you detect it via tracking, then please let us know by emailing support@unhiddenbeautyco.com and confirming your shipping address.

Once your order arrives back to us we will get it sent back out to your confirmed shipping address as soon as possible.

This may be at a cost to you depending on the circumstance.

Similarly, if your order is returned to us, but you haven't contacted us, we will email you to confirm your shipping address. Once confirmed, we will resend you your order as soon as we can.

We will store parcels for 30 days once it has been returned to our fulfilment facility to ensure everyone gets a chance to have their parcel redelivered!

If we have not been able to rearrange delivery with you after the 30 days have passed, we will no longer be able to re-send this order.

 

• What's your return policy?

We do our very best to fulfil your order correctly and to a high standard the first time around.

However, if we do get something wrong, then we will replace your palette or shade(s) or when appropriate, offer a refund.

We rarely resolve issues via returns because personalised make up palettes cannot be re-sold.

If a courier company gets something wrong then we will support you in resolving the issue.

 

• What happens when my palette arrives damaged or faulty?

Sorry! We check all orders before they are sent out, but we occasionally miss something, and damage can happen in transit.

If your palette or make up arrive damaged or faulty we will offer to replace or refund the damaged components. Please email us at support@unhiddenbeautyco.com with:

• Your order number
• A description of the damage
• A clear photograph of the damage

And we do our best to get issues like these resolved speedily.

 

• There's an item missing from, or wrong, in my order, what should I do?

Sorry! We are a small team and occasionally make mistakes.

Please let us know by emailing us at support@unhiddenbeautyco.com including:

• Your order number
• A picture of your order
• The name of the shade that is missing or wrong

We will do our best to resolve the issue for you as quickly as we can.

 

• Eek, this doesn't look like what I ordered.

If you think that we have made an error with the image on the front of your palette, or your shade names then please get in touch by emailing support@unhiddenbeautyco.com with:

• Your order number
• A description of problem
• A clear picture of the problem

If we have made a mistake then we will offer to reprint and resend your palette.

However, please note the following:

1. Design changes/ disputes
We ask you to approve your design and shade names before you submit your order. This is because it is not technically possible for a customer or Beautonomy to change the design or shade names once they have been submitted.

2. Image quality
We recommend that you upload an image where the quality is at least 300DPI (Dots Per Inch), because images that are of poorer quality than this often result in a poorer quality print.

3. Position of shade names
Our palettes are hand made. This means that there may be small e.g. 1-2 mm differences in the position of the well tray on the base of the palette. We quality assure orders prior to sending them out, but it may not be possible to print the shade names bang on centre.

That said, if you think that the shade names are more off centre than is reasonable, then get in touch by emailing us at support@unhiddenbeautyco.com and we will be happy to discuss.

 

• How long will refunds take?

Refunds are processed within 5-8 working days, although often a lot more quickly.