FREQUENTLY ASKED QUESTIONS
RETURNS AND EXCHANGES
What is your return policy? Exchanges?
At Puzzle Makeup, we want you to love our products as much as we do, which is why we offer a 100% satisfaction guarantee on all of our products. If you're not satisfied with your purchase for any reason, we will provide a refund or an exchange. To start a return or exchange, please contact us via our form, email email@example.com, or phone 877-776-0055.
Where is my order? How do I track it?
When a shipment has been sent, you will receive a tracking number via email. There will be a link in the email that you can click that will take you to a page with updated shipping information. Alternatively, you can visit USPS.com and enter your tracking number to see exactly where your package is, and the estimated delivery date.
What are your shipping costs and delivery schedule?
Orders over $25 come with free ground shipping (2 business days).
Orders under $25 have a $5 flat rate ground shipping charge (3-5 business days).
Upgraded priority and overnight shipping is also an option for an additional cost. Rates quoted at checkout.
Holiday schedules may vary, please give extra time for your package to arrive.
What shipping options do you offer?
We offer domestic Ground, Priority and Air shipping via USPS.
All orders will be shipped within 2 business days from the time the order is placed. Please choose your shipping method according to your delivery time needs.
How long it will take to receive my order?
Shipping times differ depending on where it is going and the service level you select. Please visit USPS.com for more information.
ORDERS AND PAYMENTS
What forms of payment can I use online? Is it secure?
We accept all major credit cards as well as PayPal. We use Stripe and PayPal, two trusted payment processing services, to fulfill our orders. Feel free to visit their websites for more security information: Stripe.com and PayPal.com
How do I cancel my order?
We try to ship quickly once checkout is complete. If you did place an order in error, please contact us immediately via our form, email firstname.lastname@example.org, or phone 877-776-0055. We'll do our best to cancel the order before a shipment is sent.
Can I add or remove items to/from my order after I have placed it?
You can add items to an order as long as the change is applied on the same day as the initial order, and it has yet to be shipped out. Please contact us immediately via our form, email email@example.com, or phone 877-776-0055. We’ll issue a refund for the cost of shipping the second package. Unfortunately, if you add items to an existing order after the order has been shipped, you will have to pay for the shipping costs.
We can remove items from orders so long as the package has not been shipped.
I received my order but it is missing items. What should I do?
First, take a picture of the items that you received for verification, and send them to us at firstname.lastname@example.org. We will then confirm from there which items you are missing and send you the missing items free of charge, including free shipping.
I received the wrong product. How do I return an item?
If you received the wrong product, contact us immediately via our form, email email@example.com, or phone 877-776-0055. We will email you a return label that can be placed on the original box and be sent back to us via USPS. We will cover the shipping charges for both the return to us, and the shipment back to you.
I received my makeup and it was damaged, what should I do?
If you received damaged items, you must take pictures of the items that are damaged, and file a claim with USPS. USPS has a sixty day claim policy, so make sure you file your claim within sixty days of receiving the damaged items. Feel free to let us know about the damaged products as well and we will do all we can to make it right, but once the product is out of our hands, you will need to take up a claim with USPS.
About Puzzle and Puzzle Makeup Products
How do I know what skin tone/color I have?
Skin's undertone is either warm, cool, or neutral. Here are some easy tips to discover your skin tone. Also if you will go to our foundation page you will find pictures and descriptions of people with different skin tones.
If you tan easily and do not burn:
You are - warm undertone (most likely have a yellow-to-olive color)
If you burn or tan minimally or not at all:
You are - cooler undertone (pink, bluish-red, or ruddy)
If your skin tends to look somewhat ashen or gray, from the combination of the natural yellow undertone and the greenish shade
You have - Olive skin tone
You may be somewhere in between neutral, cool to warm tones. Neutral skin tones are those with no obvious overtones of olive, yellow, or pink.
What if I have a condition like rosacea or acne?
Your skin’s undertone will be the same but you will have more red, pink and peach tones in some areas.
Our foundation is organic, it's still going to make your skin more even and have a nice cover even though it doesn't have heavy coverage. Most of the time people with rosacea or acne are looking for/using a foundation with really heavy coverage. That may cover some areas, but at the same time it's not allowing your skin underneath to breathe, which can cause more breakouts. If you want to have better skin—let it breathe.
What if I'm not comfortable sending my picture, can I still buy the custom-blended foundation?
Unfortunately, not at this time, but please feel free to look at our standard foundation and powder colors here.
What does talc and paraben free mean?
Parabens are the most widely used preservatives in cosmetics. They are esters (a compound formed from acid and alcohol).
Companies use parabens to extend the shelf life of products and prevent growth of bacteria and fungi. But studies have shown that some parabens mimic hormones and have been found in some breast tumors.
Regardless of whether your makeup is mineral, organic, or has chemicals, the shelf life should not be more than two years unopened. And after you open your product—even if you didn't use it—you have 8 to 9 months to use it. After that, the bacteria and fungi will begin to grow in it.
We don’t believe in adding extra ingredients that might lead to harm when makeup should be used quickly anyway.
Cosmetics companies use talc as an absorbent, anti-caking agent and to improve the feel of the product, so they don't have to use more expensive ingredients.
Studies have shown that products that have talc in them can cause cancer.
Products without talc and paraben are safer, apply better, feel smoother, and stay longer on your skin.
If we can pay a little bit more to make sure that our product is safer for you to use, we say that you're worth it!
How long before Puzzle products expire? What is the shelf life?
The shelf life should not be more than two years unopened. After you open your product, even if you don't use it, you have 8 to 9 months to use it. After that, the bacteria and fungi will begin to grow in it.
How do I recycle my Puzzle products?
Our palettes have been created with recyclable paper that can be put in most recycle bins. Our palettes and products also use magnets to give you the ability to remove and replace individual products in the palette. We hope you can keep the palette boxes as long as possible and just swap out makeup to reduce plastic waste!
I have a beauty question. How do I ask it?
We are more than happy to answer your questions, simply submit it to firstname.lastname@example.org, and we will answer it as soon as we can.