FAQ

What Impact has COVID & Brexit had?

Unfortunately, COVID may cause delivery delays on all orders. This is an external delay and something out of our control. We appreciate your patience and understanding in these unprecedented times.

Brexit has impacted orders outside of Ireland and UK. If you are ordering outside of this region, your order may be subjected to additional import taxes by your local government. We have also found extra delays on orders to these areas as orders go through the new customs process. This should speed up again in the future. 

Do I have to pay any tax on my orders?

If you live in Ireland, UK or any other EU member country there are no extra taxes imposed on your order. If you live outside of these regions, you may be charged import duty by your local government. You are liable for these charges. 

Where are you based?

We are an online company based in Cookstown, Northern Ireland. 

Do you sell gift cards?

Yes we do, our eGift cards range from £10 - £200. This is a digital gift card. After the purchase, you will receive an email with the gift card and instructions on how to use it. The card can be used as payment for any products we have, taking the hassle out of shopping and perfect for any last-minute gifts. There is no expiry date.

Do you offer a discount for makeup artists or other professionals?

Yes, we do! As working makeup artists ourselves, we know how expensive building your kit can be. We offer discounts to makeup artists and other professionals, like hairdressers, beauty therapists, models, actors, photographers, training schools etc. Professional students are also welcome to apply. To apply, simply drop us a line here, and we will get back to you ASAP.

Do you have a PR list?

We are currently not accepting any new PR requests, but you will be the first to see when we next look for new PR talent if you follow our social media channels.

Do you have an affiliate programme?

Anyone can become an affiliate with our Loyalty Scheme! Reward your friends with 10% off and claim your own when they make a purchase. Please click here to sign up.

I haven't received my order confirmation?

An order confirmation should automatically generate within a few minutes of placing your order. if you haven't received it please check your Spam Folder. If it hasn't arrived within a few hours please get in touch to make sure your email has been spelt correctly. 

Help! My order is late.

We are so sorry that your order is late. We dispatch our orders promptly, but unfortunately, COVID and Brexit are causing some domestic and international delivery disruptions. 

 When your order is shipped, we will email tracking information so that you can follow its progress; if you can't find it, please check your spam folder. If you have an account, you can also find this information on your dashboard. If you need any help, please reach out to us on our Live Chat (icon on the bottom-left) or contact us here.

Where do you ship?

We ship worldwide :)

What shipping method do you use?

We primarily use Royal Mail to ship. Tracking details are provided when your order is dispatched. 

UK orders are sent via 2nd Class Signed. For the rest of the world, we used Standard Tracking. If you need something more quickly, please get in touch, and we will endeavour to assist. 

For more information and prices, please see here.

How long does delivery take?

Orders placed before 11 am will be dispatched the same day, while orders placed after 11 am will be dispatched the following day. Please note that human hair extensions normally dispatch 2 working days.

Ireland and UK orders usually arrive in 2 - 3 working days after dispatch. Delivery to the rest of the world can take 5 - 7 days after dispatch.

Please note that COVID and Brexit may add delays to our usual delivery times. Unfortunately, this is out of our control. 

Can I return my order if I'm not happy?

Our goal is to ensure your complete satisfaction. If, for any reason, you are not satisfied with your online purchase, we will gladly offer a refund on products returned to us within 14 days of your receipt. For full return instructions, please see here.

Please note that any products exempt from our Returns Policy will state so in the product description. 

My order is wrong!

Oh no! 🙈 Please accept our sincerest apologies. We try our best but sometimes we make mistakes; please get in contact via our Live Chat (icon on bottom-left) or Contact page so we can swiftly rectify this situation for you.

Claims for missing items or items damaged in transit must be received within 7 business days of receipt of merchandise.

How long will my refund take?

Refunds are issued back to the original payment method. Refunds can take 5 - 7 working days to be completed by your bank. 

Do you offer makeup courses or training?

Yes, we do, and we are very good at it! Our training academy is certified by HABIA and has won multiple awards for its innovative and comprehensive courses taught by experienced industry professionals. Due to COVID, we are only running Online courses, but when things return to normal, they will take place in small, intimate groups in our HQ in Cookstown, Northern Ireland. For a complete list of courses, please see here.

Help! I don't know what product is right for me.

Our makeup artists have many years of experience and are happy to help with all your questions. Please reach out to us in Live Chat (icon on the bottom-left) or send us a message here.

What hair extension shade is my best match?

We will try our best to provide you with an accurate match; please get in touch via Live Chat (icon on bottom-left) or the Contact Us page. Include a picture of your hair in natural light (in front of a window or outside is best), with no filter.

I don't know what my correct foundation shade is?

Foundation isn't a one-size-fits-all product but don't worry; we are here to help you find the perfect match for you. Our foundations have detailed descriptions of shades and formulas to help you figure out which is best for you. Some even have the option of ordering a sample pot to let you see the product before committing to buying a whole bottle.

If in doubt, please reach out to us in Live Chat (icon on the bottom-left) or send us a message here. Our makeup artists have many years of experience in the industry and are sure to help you make the best decision. 

 In the interim, here are some PRO Tips from our artists when it comes to matching foundations:

 

⭐️ When buying foundation, it's important to match not only the depth of the skin tone but the undertone of the skin.

⭐️ The perfect colour match will mean that the face matches the neck and chest. This may mean you have to wear a slightly lighter or darker foundation. 

 ⭐️ You can bronze your chest to match your face if to achieve the perfect colour match.

 ⭐️ False tan will make the undertone of skin appear yellow; take this into account while matching foundation.

 ⭐️ Yellow or golden undertoned skin usually tan easily in the sun. Veins appear more green or turquoise under the skin. Will suit gold jewellery best.

 ⭐️ Pink or red undertoned skin will be more likely to burn in the sun. Veins appear blue under the skin. Will suit silver jewellery better.

 ⭐️ Neutral or beige skin tones have equal amounts of pink and yellow undertone in the skin.

⭐️ You should also take into account your skin type as formulas will work differently on different skin types. We have added a 'Best For' into the product description to help you decide if it is the correct product for you.

Do you have a loyalty scheme?

Yes, we have a very generous Loyalty Scheme with many ways to earn. Doll Points can be used towards products or an entire order. You can click here or on the icon (bottom-right) to sign up or see your account.