faq & shipping / prf – envio

En Español

Shipping

All US orders (including Puerto Rico) are shipped at a flat rate of $3.99 via USPS First-Class Package. Additionally, all US orders over $49 receive FREE shipping via USPS First-Class Package.

All international orders, including Canada, are shipped via USPS First-Class Package International or UPS (Worldwide Expedited). You will be able to choose your method of shipping at checkout and see the associated cost. We have no control over a carrier's costs. All carriers regularly increase their international shipping rates. We are currently looking for retail partners overseas so please feel free to contact your favorite international online store and tell them you want them to stock our products.  

We ship worldwide except to the following countries: Cuba, Indonesia, Italy (Italian customs refuse all cosmetics), Mexico, Thailand, Turkey, Sudan, Syria. We also do not ship to any embargoed countries. If you live in one of the countries previously mentioned, please visit one of our authorized retailers.

We highly encourage residents in Australia and New Zealand to purchase our products from our authorized retail partner, Glam Raider. You will save money on shipping and will receive your product faster. So please support our partners! 

If you do not see an authorized partner in your country or part of the world please contact the retail store or online store you usually purchase makeup from and tell them you want them to stock Sola Look Cosmetics!

Customs fees, duties and taxes are solely the responsibility of the customer. The rates are determined by each individual country. We are unable to add whatever those costs might be to your order before you checkout. If the country you live in does charge you additional fees for the delivery and acceptance of your order into your country, again, you (the customer) are solely responsible for these fees. SoLa Look Cosmetics will not pay these charges. Additionally, we abide by current law and must indicate the exact value of your order and a description of it on the accompanying customs paperwork. We will not say your order is a gift or is for promotional use only. We STRONGLY advise that you contact your country's postal service, brokerage houses and/or customs department to find out what fees you may be charged for your order. If your order is returned to us we will refund you for the amount of your order EXCLUDING your shipping costs. Whew! :)

(This information does NOT apply to pre-orders) 

COVID-19 HAS SEVERELY AFFECTED TRANSIT AND DELIVERY TIMES. WE HAVE NO CONTROL OVER THIS. SO PLEASE BE AWARE THAT DELIVERY TIMES MAY BE LONGER THAN USUAL. WE ARE NOT RESPONSIBLE FOR TRANSIT TIME DELAYS.

Orders placed between Monday-Thursday are usually processed by the end of the next business day (24-48 hours). Orders received on Friday, Saturday and Sunday are usually processed by the end of the day on Monday. 

Once an order is picked up by USPS, delivery within the US is usually within 4-5 days but can take up to 7 working days in some cases. 

USPS First Class Package International delivery can take anywhere between 2-8 weeks to arrive. Delivery to Canada usually takes 7-14 days. USPS does not guarantee a delivery time for international orders. UPS Worldwide Expedited usually takes up to 5 business days to arrive.

All orders are shipped from Boston, MA or our fulfillment center in Memphis, TN.

Once your order is processed and shipped, we will email or text you a tracking number so you can track your package. You can also track it on the USPS website. This is for US orders only. After we email you a tracking number please allow 48-72 hours for its status to update. The status will not update until a USPS location scans the package at one of its facilities. We can only see the same information that you do. 

International orders shipped via USPS can only be tracked while the package is in the US. Once it leaves the US it is no longer tracked by USPS and we are given no further information. You would have to contact your country's own postal service for any additional information. International orders shipped via UPS can be tracked on their website. 

Additionally, if you require a hard copy of your packing slip please indicate this under the "NOTES" section during checkout. We will include one in your box if so desired.

Returns

If you're not happy with your purchase you can return it for up to 14 days from the date of purchase. It must be unused. You first must e-mail customer service so we can issue you a Return Authorization Number.

You can e-mail customer service at info@solalook.com or text us at 617-221-3215.

You MUST have a Return Authorization Number or we cannot process your return. Once we receive your return, we will issue you a refund. Customers are responsible for shipping costs for returns unless the items are defective.

All returned items are flushed down the toilet. Well, not really but we do throw them away.

Payments

We accept payment by credit card, debit card, Afterpay, PayPal, Venmo (through PayPal), Apple Pay and Google Pay. We do not accept cash, money orders or checks.

No. However, we are required to charge state taxes for any state that Sola Look has a physical retail presence in. Therefore, a 6.25% sales tax charge will be applied to Massachusetts residents and a 7% sales tax charge will be applied to Tennessee residents, as required by law. We can assure you that any sales tax you are charged is indeed being paid directly to your state.

General

Heck no! We are proud to say we're Leaping Bunny approved as a cruelty-free brand.

Our liquid lipsticks are vegan. They have been certified vegan by Vegan Action (vegan.org).

A vegan certification badge is shown on the product page of all items that are vegan.

Currently we are not doing any new product sponsorships. But to everyone who has a blog, channel, Instagram page, etc. keep up the great work. We're fans of many of you!

It's very important to us that our customers know what they're getting. We've done our best to make sure the pictures of our products are as accurate and true to their shade as possible. Everyone's computer monitor, tablet screen and cell phone screen are different, though. That is why we have included many photos - so you'll have a good idea of what each shade really looks like.

We use Shopify as our ecommerce platform and their security measures are pretty incredible. Please click here to read about our privacy policy and security measures.

All lip and arm swatches are courtesy of these totally awesome ladies - @depechegurl, @pink4passions and @dwglamgeek

info@solalook.com

You can also text us at 617-221-3215 (text-only number). We will try and respond ASAP! 

Subscribe