FAQs & Terms and Conditions
INTERNATIONAL & DOMESTIC SHIPPING POLICY & COVID-19 UPDATES
UPDATES REGARDING COVID-19:
Terra Moons Cosmetics is currently operating as normal. We are continually monitoring the news for changes that could impact our customers and adjusting accordingly. If anything changes in terms of disruptions to our business, we will notify all of our customers with updates.
We use USPS for shipping all orders. As with every delivery service right now, packages may be delayed longer than normal and deliveries may be slower due to lack of available transportation for shipments.
WE STRONGLY URGE YOU TO REVIEW THE USPS WEBSITE (linked below) TO MONITOR FOR DELIVERY DISRUPTIONS IN YOUR AREA. . PLEASE CHECK FOR UPDATES IN YOUR AREA ON WHETHER OR NOT PACKAGES ARE BEING DELAYED OR IF YOUR AREA HAS STOPPED ACCEPTING PACKAGES FROM U.S BEFORE ORDERING. PLEASE REVIEW THIS PRIOR TO PLACING YOUR ORDER. VISIT https://about.usps.com/newsroom/service-alerts/international/welcome.htm FOR MORE INFORMATION ON INTERNATIONAL SERVICE DISRUPTIONS. TERRA MOONS COSMETICS IS NOT RESPONSIBLE FOR POSTAL SERVICE DELAYS/ISSUES. WE WILL NOT REFUND/CANCEL ORDERS DUE TO POSTAL SERVICE ISSUES/DELAYS.
Terra Moons Cosmetics ships world wide.
We are not responsible for lost/stolen/misplaced packages during transit to your destination or returned packages due to incorrect shipping addresses or any postal service issues. If your package shows delivered, you are required to contact the postal service and contact Terra Moons Cosmetics to let us know so we can investigate it with you.
We are not responsible for any customs charges or fees that may be charged to you upon delivery of your package to your country, and we do not reimburse any customs charges or fees imposed by your country, so please keep this in mind when placing an order.
***IMPORTANT***: We offer a few international shipping options. Standard First Class Mail without International tracking or insurance, Standard First Class Mail with insurance but without tracking and Priority Mail with tracking. First Class mail without tracking means you will receive a USPS tracking number that MAY not track your order to completion in your destination country. The tracking number provided CAN stop updating once the package reaches international postal services and it is up to you to contact the last known post office that the tracking number shows as being scanned in and speak with a postal service agent. We will NOT under any circumstances be responsible for lost/untracked/stolen or customs retaining your package. For this reason, we offer Priority Mail as the second shipping option for international orders. This option automatically insures your order up to $200 AND provides tracking on your package all the way to delivery.
By completing your purchase with Terra Moons Cosmetics, you acknowledge and agree to the terms specified above.
At Terra Moons Cosmetics, you are more than just a customer, you are our reason for doing what we do.
WHAT IF I HAVE TO RETURN THE COSMETICS I PURCHASED?
Any concern regarding damaged or defective products must be submitted within two (2) days of your order marked as delivered by the postal service via tracking information. Requests should be sent via email ONLY to firstname.lastname@example.org to ensure proper receipt of your complaint. We reserve the right to request pictures and or videos to assess the nature of the request.
If your item was damaged during transit, please email us at email@example.com within two (2) days of your package being marked as delivered by the postal service with a picture/video of the damaged item. It is up to the discretion of Terra Moons Cosmetics to determine if a replacement item is warranted depending on the nature of the damage. We do not offer refunds for items that were damaged during transit. We will offer store credit to the account the items were purchased under.
We will only accept returns on unopened, undamaged, unused products you ordered. Unfortunately, we do not offer refunds for returned merchandise and return shipping fees are non refundable. We will issue a store credit to your account with us and that store credit will not expire and can be used anytime. Once the items are returned back to us, we will then issue the store credit on your account.
HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?
Each request for an order requires individual attention to detail. We strive to ensure quality and consistency with our products. Most orders require 15-20 days to complete, however, during times of high volume orders may take 20-25 days. This is usually during Holiday seasons. Shipping time may add time depending on the location being shipped to.
WHAT ARE YOUR EYESHADOWS MADE FROM?
We list our ingredients under our products for transparency. All of our products are vegan, unless otherwise noted on the individual product. Ingredients such as Carmine and Ferric Ferrocyanide would be considered non-vegan. These are specific pigments that are used to produce certain shades. We will make sure to list when a product is vegan or non-vegan.
WHAT IF I HAVE ALLERGIES TO SPECIFIC INGREDIENTS?
We will list the ingredients to each of our products under our products page. If there is anything specific you are aware of that you have an allergy to, please use your best judgement when ordering for yourself or feel free to contact us with any questions you may have by submitting the contact us form on the Contact Us page.
WHAT IF THE COLOR I ORDERED LOOKS DIFFERENT ONLINE?
We cannot account for different screen resolutions/brightness of screens or any screen settings or variations from device to device. We do not refund for altered/variation of color due to screen resolutions. We do our best to provide swatches to depict the item's true color.