FAQs - Delivery + Returns
Where does Phase Zero Makeup ship?
We currently ship to over 200+ countries using Royal Mail. Our delivery aim to European countries like Germany, France and Spain, is a speedy 3-6 working days and just 5-8 working days for the rest of the world - even to countries on the other side of the globe, like Australia, China or New Zealand.
So see if your country is on our 200+ list, you can search here.
Tell me about shipping times and costs
We offer a variety of shipping methods both locally and abroad, because sometimes you can wait and sometimes you can't.
Saver (2-4 business days): £2.50
Tracked (RM48): £3.99
Orders £25+ = Tracked, Free delivery
Royal Mail International Tracked: $10.50
Orders +$42 = Tracked, Free delivery
Royal Mail International Tracked: £6.99 / ~€8.75
Orders £25+ / €27.50+ = Tracked, Free delivery
Rest of the World (ROW)
Royal Mail International Tracked: £7.50 / $10.50
Orders +£25 / $42+ = Tracked, Free delivery
Please allow 1 to 2 business days for us to receive and process your order.
When will my order ship?
Here’s how it works: you order, we process, then we ship.
Ordering takes a few seconds. Processing takes 1 to 2 business days (and orders placed after 1pm GMT are processed the next business day). Then one of our carrier (Royal Mail and their partners) take it from there. You’ll get a shipment notification email with your details as soon as your package ships. It’s on the way!
I'm having problems with the tracking.
Sorry about that! In a few cases, the carrier takes 1-2 business days to register your shipment status. If your tracking number isn’t updating or working at all, please reach out to us as soon as you can via hello@Phasezeromakeup.com. We can give you the inside info.
How can I edit my shipping address?
If your order is shipping to an incorrect address, please email our team at firstname.lastname@example.org ASAP. If the order is being shipped, we can no longer edit the information.
How can I change the currency that I am shopping in?
To change the currency you’re shopping in, just click the little circle on the upper right corner of your screen and select the correct currency. We currently work with £,$ and € as our main currencies.
How can I find out more information about a product?
You can learn all about our products on their individual product pages. If you have any other questions or thoughts, let us know by emailing email@example.com
Will my product melt/dry/freeze/expire/etc.?
If the product is subjected to excessive heat or cold for short periods of time, it will not impact the product’s efficacy, though it may result in a thicker or thinner texture.
While the products don’t have a formal expiration date, it is generally recommended that they be used within 3 years of manufacture or 6 months after opening for best product quality...but we think you’ll love them so much that this won’t even be an issue.
Are you cruelty free?
We’re committed to being cruelty free: this means we do not test on animals at any stage of product development, and we will only work with vendors who uphold the same standards.
How can I redeem a gift card?
Create an account or log in and enter the code at checkout. You can always enter the code.
How can I pay with a gift card?
Simply enter your gift code at check out and the balance of the purchase will be taken off the card. Remaining money will be left on the card until you spend it. If you do not have enough store credit in your account to complete the purchase, you can pay the remaining balance with your credit card.
Returns & Exchanges
How do I place a return or exchange?
We're sorry you didn't love your Phase Zero products. Please reach out to phasezeromakeup.com with your order number and the products you'd like to exchange or return, and we'll take care of the rest.
What’s your return policy?
All returns must be processed within 30 days of receiving the order. Order # must be provided to place a return.
You will be refunded in full to your original form of payment. Please note, your original shipping charges are not refunded. Email us at firstname.lastname@example.org and we'll help you place the return.
How long does it take to process a return?
Credit card refunds usually take 5-10 business days to appear on your statement.
What should I do if I receive the wrong product?
If you received a product different from the one that you ordered, sorry about that! Please contact us at email@example.com and we’ll be sure to get you the Phase Zero Product that you ordered!
When will my debit / credit card be charged?
Your debit / credit card will be charged as soon as your order is accepted and processed.
Can I remove a saved payment method?
Of course! You can make this change on your Account page.
What forms of payment do you accept?
We accept all major credit / debit cards; Visa, Mastercard, Amex and Maestro. We also accept Paypal.
What can I do if my payment is declined?
Oh no! Here are a few things to check if your payment didn’t go through: Check that your card’s billing details (such as the security code and billing address) match what you’ve entered into our system.
Is your card expired?
Your card issuer may have declined your payment. They don’t tell us the reason for this, so it’s best to check with them before trying your card again. If none of these apply, please contact us at firstname.lastname@example.org We’re happy to help!
Phase Zero Makeup FAQ
How are Phase Zero Makeup products different from other beauty brands?
Our products reflect our belief that beauty should be fun, easy, imperfect, and personal. Our formulas are designed to live with you, not on you, and enhance what you already have. They are meant to be touched, smooshed, traveled with, cherished, and shared until their packages are crinkly and dirty and can literally give no more.
When is the next product launching?
We’ll be coming out with new products very soon—sign up with your email address to get the latest updates.
How can I check the status of my order?
You can view order status on your Account page, which will be updated as soon as you are charged for your shipment and again once your order ships.
Can I use multiple promo codes at checkout?
You can use one promo code per order. If you’ve encountered two valid promo codes during your travels through the Internet, please choose the one you want to use more.
Can I use a promo code on top of another promotion?
You can use a promo code along with free shipping when you buy two or more items. Other offers advertised on the website without a code will be automatically applied and cannot be used along with a separate promo code. If your order qualifies for an advertised offer and you also enter a promo code, we’ll apply the best deal.