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Limitless designs + high quality vegan eyeshadows + your own edits = your perfect personalized palette

FAQs

UNHIDDEN BEAUTY FREQUENTLY ASKED QUESTIONS
Effective Date: April 2022 

CONTENTS

  1. Getting In Touch

      • When can I get in touch with the team?
      • What can I get in touch about?
      • What's the best way to get a fast response?!
      • Do you have a phone number I can contact?
      1. Accounts
          • I want to hear more, how do I subscribe to your newsletter?
          • I signed up to your newsletter and didn't receive the welcome discount code?
          • I'm not feeling the emails, how do I unsubscribe?
          • Can I delete my account with Unhidden Beauty?
        1. Eyeshadows
          • Our Mica Statement
          • How to wear and remove pressed pigments?
          • There are so many gorgeous shades, how do I know the ones for me?
          • I'm vegan, how about your makeup?
          • Are your shades cruelty free?
          • What's in an Unhidden Beauty shade?
          • How much do your product shades weigh?
          • What is the size of your single eyeshadow pan?
          • Are your products FDA approved?
          • Can I try before before I buy?
        1. Palettes
          • Can I add emojis to my palettes?
          • Size matters, how do your palettes measure up?
          • What are the pan sizes in your palettes?
          • What size image resolution should I use?
          • Can my palette come with the shades in place?
          • Can I refill my palettes?
          • How do I know my palette will look good?
        1. Customiser
          • Shade Name and Cover Text Policy
          • How do I design my palette?
          • Can I change or edit my custom palette after I've checked out?
          • Can I change the shade names on the Customiser?
          • How do I edit the shade names on the Customiser?
          • Can I move the text box in the Customiser?
          • Can I use celebrity images?
          • I want to print on all four sides. Why can I only print on the front of my palette?
        1. Printing & Production
          • There is a white line on the top of my palette, why is this?
          • Printers Bleed
          • Environment aspects of the ink and printing process
          • How long does production take?
          • Do you do wholesale?
          • Do you offer a wholesale discount for bulk orders?
        1. Shipping & Delivery
          • What delivery options do you offer?
          • I need my Unhidden Beauty palette, how long does it take to arrive?
          • I'm in a hurry, do you offer expedited shipping?
          • Where do you ship to?
          • Do you deliver to PO Box addresses?
          • How will my order be sent?
          • Will I be charged custom fees?
        1. Orders Tracking
          • Can I cancel my order?
          • I didn't receive my confirmation email, what do I do?
          • Where can I find my tracking number?
          • I have been sent the wrong package, what do I do?
        1. Payments & Billing
          • Two-Step Checkout
          • My payment didn't go through, please help.
          • I was charged twice, what do I do?
          • Do you do gift receipts?
          • Do you do E-gift cards and how does it work?
          • I have more than one promo code, can I use them all?
          • Do discount codes expire?
          • Why is my promo code not working?
        1. Returns & Refunds
          • My tracking says that my order has been 'returned to the sender' what does that mean? And why has it happened?
          • What's your return policy?
          • What happens when my palette arrives damaged or faulty?
          • There's an item missing from, or wrong, in my order, what should I do?
          • Eek, this doesn't look like what I ordered.
          • How long will refunds take?

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        1. GETTING IN TOUCH

        Feel free to get in touch with us with any queries you may have!

         

        • When can I get in touch with the team?
        You can send us a message at any time, but be aware we are UK based and our working hours are Monday-Friday 9am-5pm (GMT). You can contact us via email at support@unhiddenbeautyco.com. We know that might be frustrating but we all need our downtime!

         

        • What can I get in touch about?

        Just about anything!

        Have a browse of our FAQ's first as they answer most questions that we receive, but if you'd rather speak to a real person you're always welcome to email us at support@unhiddenbeautyco.com

         

        • What's the best way to get a fast response?!

        You can use our Instagram or email us at support@unhiddenbeautyco.com to get in touch with us, truth be told, they all come through to the same place so no need to send a message on multiple channels!

         

        • Do you have a phone number I can contact?

        Unfortunately we don't have a dedicated customer service phone line because we find it more efficient to communicate with our customers via email.

        We pride ourselves on good communication and believe that we can answer your queries effectively by email at support@unhiddenbeautyco.com. We aim to respond to all messages within 2 working days.

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        2. ACCOUNTS

        If you have questions about creating, editing or deleting your account with us, have a look here first!

         

          • I want to hear more, how do I subscribe to your newsletter?

          We share our most up to date news, launches and awesome offers via our email. You can sign up at the bottom of our homepage here: https://www.unhiddenbeautyco.com/#NewsletterForm--footer and we'll keep you up to date with all our latest promotions.


          Also, give us a like and follow on our socials for even more product info, makeup inspo and content. You can find us @unhiddenbeautyco at Instagram and TikTok.

           

          • I signed up to your newsletter and didn't receive the welcome discount code?

          We're sorry to hear that! Please check your junk mail, as our welcome email sometimes ends up being diverted there.

          However, if the email didn't make it through, please contact us at support@unhiddenbeautyco.com and one of our customer service team will do their best to help you out.

           

          • I'm not feeling the emails, how do I unsubscribe?

          We’ll be sad to say goodbye but if this really is the end, simply hit ‘Unsubscribe’ at the bottom of any newsletter, or email support@unhiddenbeautyco.com with ‘Unsubscribe’ in the subject line, and we will unsubscribe for you.

           

          • Can I delete my account with Unhidden Beauty?

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          4. PALETTES

          Check out here for more information about our palettes!

           

          • Can I add emojis to my palettes?

          Unfortunately, we're unable to print any emojis (as shade names or palette titles) as our print system does not recognise them and therefore they will not appear on your palette. We print palettes as they are shown on our print system. 

          Please keep in mind that once you have approved and purchased your product, your order (including shade names) can no longer be edited or updated as each palette is a bespoke order, so we advise you to please check your order before you submit it.

          If you wish to cancel your order, please get in touch at support@unhiddenbeautyco.com within 15 minutes of placing an order with your full name and order number to cancel it.

           

          • Size matters, how do your palettes measure up?

          We offer 3 size palettes, the 8 Eyeshadow palette, 12 Eye magnetic palette and an Empty magnetic palette that can hold up to 20 shades!

          The following dimensions are:

          For the 8 Eye:
          Width: 14.5cm
          Length: 8cm
          Height: 1cm

          For the magnetic palette:
          Width: 16.6cm
          Length: 13.7cm
          Height: 1.2cm

          Check out our Palette Collections to see some pre-made palettes of all sizes designed by yours truly!

          Be sure to sign up to our newsletter here: https://www.unhiddenbeautyco.com/#NewsletterForm--footer and follow our social media at @unhiddenbeautyco to stay tuned!

            

          • What are the pan sizes in your palettes?

          Our eyeshadows pan are 26mm diameter and 3mm depth.

           

          • What size image resolution should I use?

          We recommend using a 300DPI (Dots Per Inch) high quality image to make sure it comes out crystal clear. An image with a lower resolution than this has the risk appearing pixilated, and not looking very good when it is printed on your palette.

           

          • Can my palette come with the shades in place?

          We recommend using a 300DPI (Dots Per Inch) high quality image to make sure it comes out crystal clear. An image with a lower resolution than this has the risk appearing pixilated, and not looking very good when it is printed on your palette.

          We would love to, but regulations mean we are required to provide individual ingredient information about each make up product to protect people who have allergies and hypersensitive skin. That is why we send each product to you individually wrapped with the ingredient list on the back. Unfortunately, this is beyond our control… sorry!

           

          • Can I refill my palettes?
          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!
           

           

          • How do I know my palette will look good?

          We know that you put a lot of time and effort into customising your palette, so we make sure we do too. Our printing techniques and the palettes we create have been perfected over time (we've trialled lots of methods!), we’re very proud of what we do. Saying that, we have a couple of tips for all you designers out there!

          Firstly, please make sure you double check your order and that you are happy with your design and shade names before adding it to your cart as at this point it is very difficult for us to amend your order. By that, we mean that there is no way of changing the design that you upload to the front of your palette, or the shade names (including spellings) once we have confirmed your order.

          In addition, choose an image with the size resolution of 300DPI to ensure your image comes out crystal clear. A lower image than this may have the risk of the image being pixelated.

          Also have the size image as the size of the 8 Eye palette which is: W: 14.5cm x H: 8cm. A smaller image size may result in the picture being stretched to fit the cover which can cause the image being pixelated and blurry. A large image may have the risk of the image being cropped.

          Most importantly, have fun! Your palette is for you to express your creativity, so enjoy the process in designing your work of art and tag us on Instagram to share your palette and looks with us! 

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           5. CUSTOMISER

          Our Customiser allows you to create fully customisable and high quality eyeshadow palettes with your outer design and shade selection.

           

          • Shade Name and Cover Text Policy

          At Unhidden Beauty, we want each and every one of our customers to have the flexibility to choose shade and palette names that best reflect their emotions, attitude, and creativity.

          However, there are some language we do not support and will not print (as shade or palette names).

          Language that encourages suicide or self harm won't be printed.

          [If you are having suicidal thoughts and/or are suffering from depression, we encourage you to call or text the helpline below:

          Suicide and Crisis Lifeline: 988

          Samaritan: 116 123

          Depression: 1-(800)-273-TALK

          and hope you get the help you need and deserve.]

          The second category of terms we will not print are those that relate to bullying, hate speech, racial slurs, discrimination, violence and homophobic words directed at individuals and groups.

          At Unhidden Beauty, we advocate for everyone - of all races, ages and genders to have love, harmony, and the ability to express themselves. This is why we reserve the right to refuse to print palettes which include the language described above, and any other words or phrases which we deem as potentially harmful.

          Please also note that if we do have any concerns with the language featured on a palette, we will reach out via our support email support@unhiddenbeautyco.com for an alternate shade or palette name. If a customer decides for any reason not to change language which goes against our policy, then a full refund will be issued.

           

          • How do I design my palette?
          Visit our Customiser on our website here: https://palette.unhiddenbeautyco.com/ where you can personalise your own palette!
           
          First step: Choose the palette size - 8 Eye, 12 Eye or Empty palette (that can hold up to 20 shades).
           
          Second step: Select your shades. You can filter them to help you select the finish and/ or colours you're looking for.
           
          Third step: Design time! This is where you can design the front cover of your palette by adding text and uploading an image as well as edit the shade names. We also have a few template designs you can choose from!
           
          Viola! Your custom palette is complete!
           
          Please keep in mind that once you have approved and purchased your product, your order (including the shade names) can no longer be edited as each palette is a bespoke order, so we advise to please check your order before you submit.
           
          We would love to see your custom palette so tag u s on Instagram for the chance to get your palette reposted!

           

          • Can I change or edit my custom palette after I've checked out?

           We understand that sometimes you change your mind, but due to the uniqueness of each palette, we are unable to edit your order (including shade names and the colour font) after you have approved and purchased your product. This is because each palette is a bespoke and made to order.

          This is why we ask you to confirm that you are happy with your design in the customiser before you submit it for printing.

          If you need to cancel your order, please email us at support@unhiddenbeautyco.com as soon as possible and we will let you know if this is possible.

           

          • Can I change the shade names on the Customiser?

          Yes of course! You can customise the shade name to your preference.

          Please keep each shade name up to 15 characters (including spaces) as otherwise it may have the risk of being cut off on the palette and keep in mind our shade name policy.

          Please keep in mind that once you have approved and purchased your product, your order (including the shade names) can no longer be edited as each palette is a bespoke order.

           

          • How do I edit the shade names on the Customiser?

          You can change the shade names once you've chosen your eyeshadows. Simply click on the shade name and you can edit it.

          Alternatively, you can change the shade names when you get to the third step of the design process which is 'Design'. At the bottom on the right hand side, you will see 'Shade Names' in which you click on and then be able to change the shade names.

          Please keep in mind that once you have approved and purchased your product, your order (including the shade names) can no longer be edited as each palette is a bespoke order. 

           

          • Can I move the text box in the Customiser?

          Yes! Simply click on the text box and move it to the desired position on the front cover of your palette.

          If you decide to keep the text box empty, the 'Your Text' box will not print on your palette.

           

          • Can I use celebrity images?

           For copyright reasons it is important that you only use images that you own the rights to, so it's best to stick to what’s on your camera roll, or one of your own original designs.

          For more detailed information on imagery, head to our Content Guidelines page.

          There are also some websites - like Unsplash and Pexel - where you can download and use imagery for any purpose, for free.

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          6. PRINTING & PRODUCTION

          Here's some information about our production times and environmental aspects about our printing!

           

          • 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?
          • Do you do wholesale?
          • 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

          If you have questions about your order look no further!
          • Can I cancel my order?

           

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

           

          • 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?
          • 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.
          • How long will refunds take?
          Refunds are processed within 5-8 working days, although often a lot more quickly.