questions, if you need anything else just reach out to us email@example.com
Frequently Asked Questions
Welcome to our FAQ page, where you can find answers to the most commonly asked
Product / general information
Where are your products made?
We are based in the U.K, North West, and manufacture our products in Europe (Italy and Germany) and the UK.
Are your products Cruelty Free and Vegan?
Yes absolutely and we are approved by PETA.
Are your products safe for sensitive skin?
Yes all our products are tested for high sensitivity, we’re sensitive souls ourselves; skin and eyes and are contact lens wearers so that was really important to us.
Are your products safe for contact lens wearers?
Yes our products are safe for sensitive eyes and contact lens wearers.
Are your products hypoallergenic?
All our products have to be great for sensitive souls as we are a family of sensitive skin! So you can be safe in the knowledge that they are all tested on the most sensitive souls.
What are the product ingredients?
If you have a look on the product pages, you will find the ingredients listed for each product.
How do I know which shade of concealer CODE LLE Lid Lift Enhance to choose?
Fairer Soul has a pink undertone, this is the fairest / lightest we do Light Hearted has more a yellow undertone so is more warmer and Deep Moments is for black skin or can be used for contouring too. If you are not sure you can email us and tell us about your skin tone and send a picture and we will help you choose, this video will help too... https://www.instagram.com/tv/CQLpRiAqtDT/?igshid=YmMyMTA2M2Y=
Can I use CODE LLE as a general concealer as well as an eyelid lifter?
Yes absolutely, here’s CODE LLE in Light Hearted as an all over concealer it’s a got yellow undertone so great of you have medium skin tone or a bit of a tan in the summer, Sarah uses Light Hearted but the rest of the year Fairer Soul is best for her skintone feel free to send us a picture so we can help you choose your shade too x https://www.instagram.com/reel/CpiFrhpoFTl/?igshid=YjNmNGQ3MDY=
How do I know which brow shade to choose
CODE NBD comes in three shades: Black, Brown (which is a dark brown), and Bronze which is the lightest we do. Have a look on the product page at the cusotmer images and check this out too https://www.instagram.com/reel/CZ7SRGdlGMR/?igshid=YmMyMTA2M2Y=
I’m struggling to get the hang of the lash products can you help me with how to apply them?
Our lash products don’t clump or smudge but sometimes it does take a few days to master the technique as the brush and formula combo are a little different to most mascaras have a look at this x https://www.instagram.com/tv/CFKUV17lkyM/?igshid=YmMyMTA2M2Y=
Is the mascara waterproof?
How do you self sharpen the lip liner CODE SSL?
Hey there pop the lid on and close it tight that will self sharpen and if you have broken the tip or it’s worn right down close the lid tight till it clicks about 3 times and it will come back like this… https://www.instagram.com/reel/CSZ_AbmlSGt/?igshid=NTc4MTIwNjQ2YQ==
How do i choose my shade for your lip and cheek product CODE HTG?
Here are the 3 shades they all suit all skintones so it really depends on your mood and preferences a lot do ladies mix them together too https://www.instagram.com/reel/Ca4fbf3l9as/?igshid=YmMyMTA2M2Y=
Ordering / General
How do I get a discount code?
If you join our VIP community (It’s free and we email you tips every week, little treats and you will be first to hear about discounts) you’ll also get a welcome discount, click here to join… Discount codes cant be used on anything already discounted.
How do I use the discount code?
When you checkout online you will see space to enter the discount code. Discount codes cant be used on anything already discounted.
Why is the discount not working?
Have you used it before? Or maybe you are trying to use it on a kit/bundle? The discount code will only work off items that are not already discounted.
Is this website secure to order?
Yes absolutely, our website is super secure.
Can I return my order?
Yes, we have a 14 day money back guarantee, so please email us so we can help you firstname.lastname@example.org
What payment can I use?
You can use the fast pay options, Apple Pay, Amazon Pay, Paypal or just pay by any card during checkout.
Note: if you are purchasing a subscription then you will need to pay by card.
When will my order arrive?
Orders placed before 1pm we send your item out Monday – Friday same day. For UK orders we use Royal Mail 24 so usually its next day but it can take longer depending on the postal network. For International orders we use Royal Mail International Tracked depending on location it can take up to 14 working days.
How much is delivery
Free – we cover the delivery cost. Note for International orders (especially post Brexit, European orders may be subject to local charges which you will have to pay on delivery)
Do you send internationally?
Yes we send worldwide from UK.
Do I have to be home for my order to arrive?
No don’t worry it usually will fit through a standard letter box so you don’t have to be in.
Do you send to Europe?
Yes we send to Europe, there may be additional VAT/Tax charge, depending on the total value of your order and threshold for your country. The thresholds vary per country, the local customs authority can help you determine if charges are required for your order. We do not accept responsibility for additional import costs occurred.
How does the subscription work?
When you purchase a product from the product page you will see an option of a one time purchase or discount for subscribing. You can choose the frequency to receive your product and can fully mange the account and pause or cancel subscription at any time. You will get an email reminder before the next subscription order is due and can click on the email to update if needed.
How do I pause or cancel my subscription?
You will receive an email just before the subscription is due for renewal, you can click through to manage your account and pause or cancel the subscription at any time. you can also manage your account when you log in to your account online.
Money Back Guarantee
How do I get a refund?
We really hope you love our products as much as we do, we have a 14 day money back guarantee, so in the first instance email us email@example.com and we will help you give you the results they give or give you the information needed to return it to us and we’ll give you your money back on receipt of the product within the time period.