Customer Services

CUSTOMER SERVICE
Of course we are happy to answer all your questions as quickly as possible. But maybe someone else already asked that same question? Check out our FAQ to find out.

DIGITAL INVOICE
As of July 2011, we do not send printed invoices with our shipments. Most of the time these are thrown away immediately and, being an online store, we like to help save the environment in any way we can. You will receive your invoice as a pdf attachement with the confirmation email for your order.
Should you lose the email, you can always log into the store to see your last 5 orders.
Log in, and click on "my account" in the top righthand corner of the screen. This will show you your orders, for you to view individually.
At the bottom of each individual order there is the pdf file with the invoice for you to download and print if you need to.

EXCHANGES/RETURNS
If you would like to exchange or return an item, please email us with your order number, your address and the product name before sending it to us.
We can only accept returns that are sent to us within 14 days after delivery, in unused condition and, as far as reasonably possible, the original packaging with postage paid.
You are responsible for return postage. Once accepted and processed, your replacement item will be sent or your refund (minus original shipping costs) will be issued within 30 days.
Returns or exchanges that have not been communicated and accepted by us in email will not be accepted. Used makeup or opened skin care products cannot be accepted for a return or exchange. We do have samples available for several products, if you are not sure of what color to order, please email us at info@promakeupstore.com so we can give you advice and/or send you a sample color, to avoid dissapointment.

COMPLAINTS
We do our utmost to provide you with the best and fastest service we can. If, despite our best efforts, there is something you are not happy with, for whatever reason, please let us know as soon as possible. Please email info@promakeupstore.com or use the contact form. Please describe the complaint as accurately as you can and provide the order number and the date of purchase.
We will answer your complaint within 7 business days.
Sending a letter is another option, our address is:

Promakeupstore.com
Customer Service Department
Oostelijke Handelskade 1199
1019 DN AMSTERDAM
The Netherlands

FREQUENTLY ASKED QUESTIONS
Promakeupstore's F.A.Q can be found here

PAYMENT OPTIONS
There are several ways to pay for your order, click here for the options available at this time.

SHIPPING CHARGES
Different countries have different rules and shipping charges, we use TNT postal service for all our shipment. In general we ship worldwide, but we reserve the right to refuse orders to certain countries without reason. Mail us for more information on shipping at info@promakeupstore.com or check out or shipping info page  for rates and delivery times.

ORDERING
Shopping at Promakeupstore is very simple.

  • Put the items you wish to purchase in your shopping cart by clicking on the pink "add to cart" button.
  • On the righthand side you will see your items appear in your shopping cart. If you click on "shopping cart", either on the righthand side or the button at the top right of your screen, you will see the contents and the total, with the shipping estimates for that particular cart at that time.
  • Every time you add or remove an item from the cart you can update it to see the actual shipping cost.
  • Once you are done shopping, click on "checkout". If you have ordered from us before, you will be asked to log in; if you haven't, you will be asked to register first.
  • After you have entered your info (or checked it) you will be guided through the checkout process in 3 easy steps. 
  • choose shipping option
  • choose payment option
  • check order, accept the terms and agreements and confirm the order by clicking on the pink "confirm" button.
  • done!

REGISTERING
In order to open an account for you, we need some data, like your name and address.
That is why we ask you to register before ordering. Your login consists of your email address and a password of your choice.
You will only have to register once and the next time you want to shop, all you need to do is log in with your email and password.
If you don't log out, the system will do that for your automatically after a certain amount of time has passed.
The next time you log in, your shopping cart with the products you may have left in it, will be restored and become visible. If you put products in your shopping cart before you log in again, the contents of your previous visit will be combined with the new shopping cart. 
Promakeupstore respects the privacy of all users of it's site and will take care that confidential personal information you provide us with, will never be seen or used by third parties.
(see our Privacy statement).

ADJUSTING YOUR ACCOUNT INFO
You will always have the option of changing your account info at any stage, even during checkout.
If you decide you want your order shipped to a different address than the one you provided in your account, please click "edit" below your shipping addres or go back one step in the ordering process to adjust.
Adjustment is possible any time through the "my account" link at the righthand corner of the screen.

NEWSLETTER
Promakeupstore sends out newsletters regularly, to keep you updated on new products, sales and tidbits about the store.
Every newsletter is composed with great care and uses a safe opt-in/opt-out system. Your confidential personal info will never be seen or used by third parties for any reason.
Unsubscribing is always possible by clicking on the "unsubscribe" link at the bottom of each newsletter.

DISCOUNT CODES & GIVEAWAYS
Promakeupstore often organises giveaways and issues discount codes. These codes will sometimes be made available in cooperation with external websites or blogs.
They are always announced in our newsletters. Discount codes made for these purposes will be revealed in the newsletter and are valid for a limited time only.