FAQ
SHIPPING & DELIVERY
How much does shipping cost?
Orders over $25 shipping in the United States will receive free standard shipping. Orders shipping in the United States under $25 will include a flat $3.99 shipping fee. Orders shipping to Canada will have a flat $18.00 shipping fee.
How long will it take for my order to arrive?
Most shipments will arrive within 7-10 business days after the order is fulfilled.
What countries outside the U.S. do you ship to and how much does it cost
Canada-flat $18.00 shipping fee.
How do I track my order?
UNDONE Beauty will send you tracking information
How do I change or cancel my order?
You may cancel your order prior to shipment by emailing customercare@undone-beauty.com
BILLING AND PAYMENT
What forms of payment are accepted?
Major credit cards, Pay Pal, Amazon Pay
REFUNDS AND RETURNS
How do I return a product?
We accept all* returns. Love it or it's free - 100% money back guarantee. *Applies to full price products only. Sale items cannot be returned or exchanged.
Please email customercare@undone-beauty.com to request a return or exchange and include the following information:
-Name
-Order #
-Feedback on why products did not work for you (e.g. formula, color, item arrived damaged, defective, etc.)
How will I be refunded?
You will be refunded on the form of payment you used to make the purchase. How long will it take? 3-5 business days depending on your bank.
PRODUCT QUESTIONS
How should I store my Undone Beauty products?
As with most makeup products, ours do best in a cool, dry place. Save your packaging pouch for storage during travel!
How long do Undone Beauty products last after being opened?
Our shelf life is 12 months. For mascara, we recommend discarding 6 months after opening.
Are all of your products CRUELTY-FREE? How will I know?
Yes. Tru Fragrance & Beauty, the producer and manufacturer of Undone, has been certified as an animal cruelty-free company through PETA since 2013. We certify that all of our products, including all Undone products, are not tested on animals.
Our makeup brushes are made with synthetic nylon fibers, not animal hair.
You can find this listed on our packaging and on the product listing page.
Are all of your products VEGAN? How will I know?
None of our current products EXCEPT our Curator Palette in Smoke contain any animal-derived ingredients, and our brushes are made from synthetic nylon fibers, not from animal hair.
Our Curator Palette in Smoke contains carmine. Carmine (or cochineal) is a safe, widely-used crimson pigment for food and cosmetics, but because it is extracted from insect shells it is not considered vegan.
You can find out if our product is vegan by looking at the front of our package, or the listing on the website, where VEGAN will clearly be written.
Are all of your products NATURAL? How will I know?
We are passionate the benefits of natural ingredients and include them in every product. We do not claim our products to be all-natural, because we formulate with a selection of safe, effective ingredients that deliver excellent skin feel, longevity and color payoff.
You can find all of our ingredients listed on our packaging and product pages.
What are the "no-no" ingredients that your products are made without?
All of our products are free of phthalates, butyl-paraben, propyl-paraben, formaldehyde, formaldehyde-donors, NPEs, Triclosan, Triclocarban, BHA, BHT, Hydroquinone, Sodium Laureth Sulfate (SLES), Oxybenzone, and Retinyl Palmitate.
Are your products non-comedogenic?
Yes. All of our products are non-comedogenic, meaning they are formulated to not clog pores.
Are your products gluten-free?
Yes. All of our products are gluten-free.
Is your packaging RECYCLABLE?
Here are the details on our packaging materials:
Unfoundation Bottle: PETG (Plastic Type 1 - commonly recyclable, check in your area).
Unfoundation Cap, Compact Bases/Lids: AS/ABS (Plastic Type ABS or 7 - check to see if your area can accept).
Pouches & Bubble Bags: PET/OPP Blends (Plastic Type 7 - check to see if your area can accept).
Brush Handle: Acrylic (Plastic Type 7 - check to see if your area can accept).
I had an issue with a product. How can I contact you?
Please email us at customercare@undone-beauty.com. We look forward to resolving your issue quickly!
Where are Undone products made?
We design our product in our offices in New York and Chicago and manufacture with GMP and socially-compliant suppliers worldwide. Each product lists its country of origin on the back of the package. Our quality control and final packaging is completed in our facility in Willowbrook, IL.
QUESTIONS ABOUT US
Are you hiring?
Glad you’re asking! You can see current job openings here: Tru linkedin.
I want to sell your product. Who do I chat with?
For wholesale inquiries, please contact Customer Care at 800.443.3000.
I have a PR related inquiry. Who do I chat with?
For press information and opportunities please contact Customer Care at 800.443.3000.