Frequently Asked Questions
Last updated: 25 October 2026
Delivery
Where do you deliver?
We deliver to all 50 US states and Washington, D.C. We do not ship to other countries, US territories or military addresses at this time. Deliveries to Alaska and Hawaii can take a few business days longer.
What does shipping cost?
Nothing. Shipping is free on every order, with no minimum spend.
How long does it take to process my order?
Orders are packed and dispatched within 1 to 2 business days (Monday to Friday). Orders placed on a weekend or a public holiday are processed on the next business day.
How long does delivery take?
Total delivery time is 7 to 12 business days from the moment you place your order. Our products come from our fulfilment partners in China, with the final leg handled by a US carrier. Delivery times are estimates and can be affected by weather, customs and carrier delays.
Will I have to pay customs or import fees?
No. Import duties are paid by us, so you will never be asked to pay anything on delivery. Any applicable sales tax is shown at checkout before you pay.
Can I track my order?
Yes. You receive a tracking number by email as soon as your parcel is dispatched. Tracking can take 2 to 4 days to start updating after dispatch.
My order arrived in two parcels. Is something missing?
Probably not. If your order contains several items, they can be sent separately and arrive on different days. If an item is still missing after all the parcels have arrived, email us.
What if my order is lost or arrives damaged?
If your tracking has not updated for 10 business days, or your parcel is well past its estimated delivery window, email us with your order number and we will open an enquiry with the carrier. If it cannot be found, you choose between a full refund and a replacement. If your parcel arrives damaged, send us photos, ideally within 7 days of delivery, and we will replace it or refund you in full.
Changing or cancelling an order
Can I change my order after placing it?
Contact us as soon as possible, ideally within 12 hours. Orders are passed to our fulfilment partner quickly, so after that we cannot guarantee a change is still possible.
Can I cancel my order?
Yes, free of charge, at any time before your order is dispatched. If it has already been dispatched, wait for it to arrive and then use the returns process.
I entered the wrong address. What now?
Email us straight away. We can correct an address before dispatch. After dispatch we cannot change it, but if the parcel comes back to us we will contact you to arrange redelivery.
Returns and refunds
What is your returns policy?
You can request a return within 30 days of delivery for products that are unopened, unused, with its seal intact and in its original packaging. Full details are in our Returns and Refunds Policy.
Why can I not return an opened product?
For hygiene and safety reasons, we cannot resell or accept back cosmetics that have been opened, used or tested. This applies to change of mind returns only. If a product is faulty, damaged or not as described, we always put it right.
How do I start a return?
Email info@chiqcosmetics.com with your order number, your name, the products you want to return and the reason. We reply within 2 business days with instructions and the return address. Returns go back to our fulfilment partner in China. Please do not send anything back before you have that address.
Who pays for return shipping?
If the product is faulty, damaged in transit, or we sent you the wrong thing, we pay. If you changed your mind, you pay the actual cost of return postage to China.
Do you charge a restocking fee?
No, never.
What if I received the wrong product?
Contact us. We arrange the return at our cost and send you the correct item at no extra charge.
When do I get my refund?
Once your return reaches us, we inspect it and process the refund within 7 business days, back to your original payment method. Your bank can take up to a further 10 business days to show it.
Products
Where can I find the ingredients?
The ingredients are listed on each product page and on the packaging. Always read them before use.
I have sensitive skin. What should I do?
Do a patch test before first use. If irritation occurs, stop using the product and consult a doctor if it persists. If you have a known allergy, check the ingredient list first.
Will the shade look exactly like the photo?
We photograph our products as accurately as we can, but shades can look different on different screens and on different skin tones.
Payment
What payment methods do you accept?
We accept major credit and debit cards, together with the other payment options shown at checkout. See our Payment Policy for details.
What currency are your prices in?
All prices are in US dollars (USD). Any applicable sales tax is calculated at checkout from your delivery address.
Is it safe to pay on your website?
Yes. All transactions are SSL encrypted and processed by our payment providers on PCI compliant systems. We never see or store your full card details.
I did not receive an order confirmation.
Check your spam or promotions folder first, since that is where it usually is. If it is not there, email us and we will resend it.
Still need help?
Email info@chiqcosmetics.com or use our contact form. We are here Monday to Friday, 9:00 a.m. to 5:00 p.m. Eastern Time (ET), and we answer every message.