faq & shipping / prf – envio

En Español

Shipping

We ship worldwide except to the following countries: Cuba, Indonesia, Italy, 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 outside of the US and Canada to purchase our products from one of our authorized retail partners. You will save money on shipping and will receive your product faster. So please support our partners!

All US orders (including Puerto Rico) are shipped via USPS First-Class Package or USPS Priority Mail. You will be able to choose your method of shipping at checkout and see the associated cost. We also offer FREE US shipping for orders over $75.00.

All international orders, including Canada and Mexico, are shipped via USPS First-Class Package International or DHL Express. You will be able to choose your method of shipping at checkout and see the associated cost. USPS regularly increases their international shipping rates so if you live outside of the US and Canada we encourage you to visit our authorized retailers where you can purchase our products. That way you can save money on shipping costs and transit tim

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 days for USPS First-Class Package but can take up to 7 working days in some cases. Priority Mail usually takes 1-2 days. 

USPS First Class Package International delivery can take anywhere between 2-6 weeks to arrive. Delivery to Canada usually takes 6-10 days. USPS does not guarantee a delivery time for international orders. DHL Express usually takes up to 4 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 e-mail 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 24-48 hours for its status to update. The status will not update until a USPS location scans the package at one of its facilities. 

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 DHL Express can be tracked worldwide on the DHL 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. However, you will always receive one via email.

Customs fees, duties and taxes 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, you (the customer) are solely responsible for these fees. The SoLa Look 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! :)

Right now we ship only via USPS First-Class Package, USPS Priority Mail, USPS First-Class Package International Mail and DHL Express. 

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 617.942.0872

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 (Visa, Mastercard, Discover, American Express), debit card, 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 matte 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 swatches are courtesy of the totally awesome @depechegurl

info@solalook.com

You can also text us at 617.942.0872. We will respond ASAP and you might get a quicker response that way. Basically real-time customer service!

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