FAQ

What are the payment options with Promakeupstore?

  • Payment options include Paypal and credit cards through Paypal. In the near future we will also start offering direct credit card payments. Email us for check/money order and wire transfer options @ info@promakeupstore.com, or visit our "payment information" page. 
  • Please note that orders will not be shipped until payment is completed.

If your order hasn't arrived within a week of purchase:

We do work at shipping your products within 24 to 48 hours (2 business days) whenever possible. If your order hasn't arrived within 7 business days of ordering, please contact us, providing the date of your order, the invoice numer, your name and the shipping adress you provided.

If you suspect your package was stolen at your adress:

  • Once your package is delivered to the adress you specified on your order, our responsibility for it ends. Most theft happens when orders are delivered at an appartment or business adress, so please think carefully about this when you provide a shipping adress. You can always change your shipping address, even at checkout. 
  • If your order is delivered by the postal service and you did not get it, you will need to file a police report for the theft. We will send you proof of delivery for the report. We will however, not replace stolen items free of charge.
  • If you would like to insure your order, please choose a shipping option with track & trace when you check out. Products ordered with the "mailbox" shipping option do not have insurance.

Sales tax and duty fees:

All prices are including 19% VAT. 

Duty fees are not applicable within the EU. Outside the EU, any additional charges imposed by your country will have to be paid upon receipt of your order. PROMAKUPSTORE has no influence on this, nor are these fees included in the sales price. If you are not sure what the fees are in your country, call your postal services and they will let you know. If the package is refused and returned to us, we will not be able to refund your shipping unfortunately.

Signature required packages:

  • high value shipments are always sent with signature confirmation, so we have a record of who received it. In apartment buildings and business adresses, it's safer at the postoffice if you are not home to accept it.
  • if you provided a shipping adress that is different from your billing addres, we may email you or call you to confirm your identity. If your identity cannot be confirmed, we cannot complete your order until we do.

Products damaged in shipping:

All our products are well wrapped and packaged before they are sent out. If in spite of all our best efforts, something was broken or spilled during shipping, please let us know within 5 days of delivery. We will send you a postage paid envelope to return the product and we will replace it for you with no charge.

If you've received something you didn't order:

We do our utmost to prevent mistakes, but unfortunately mistakes do happen. If we have sent you something different than what you ordered, please let us know within 5 days of delivery and we will make sure to correct the mistake immediately! Email us at info@promakeupstore.com

If you are not sure about the colour you should order:

Unfortunately, once the makeup has been touched we CAN NOT give you a refund or an exchange of product, as we cannot resale used makeup.

We do however, offer advice on colour selections through email. With more than 20 years of experience with professional makeup artistry and using all the products on the site on a daily basis, we will be able to give you hands-on advice on our products. If you have any questions at all, we will be more than happy to offer our advice, or a sample if possible. 

When you pay at checkout you are required to check the "I agree" button, which entails that you agree to our return policy.

If you want to try out a sample of a specific color or product, let us know through info@promakeupstore.com or specify your question in the "comments" box when you place your order and we will take care of it whenever possible.