FAQS

ORDERS

Can I change or cancel my order?

We process orders very quickly, but if you’d like to change or cancel your order, email us at care@natashadenona.com with your order number and we’ll do our best to assist if possible.

Once an order has been processed, we are unable to cancel or make changes.

Please note that customer service support operates M-F, 9am to 5pm EST. Requests made outside of these hours may be subject to delays.

Can I change the shipping address on my order?

We are unable to change the shipping address from the one entered at checkout. If you made a mistake on your address or have other address issues, please contact us at care@natashadenona.com and be sure to include your order number in your request.

When will my order ship?

Orders are processed M-F, 9am to 5pm EST, excluding holidays. Orders placed after 2pm EST will be processed the following business day. Once your order has shipped you will receive a shipping confirmation by email.

*processing times may be subject to delays during product launches, sales, and holidays

If you have any additional questions about the status of your order, please email us at care@natashadenona.com

When will my pre-sale order ship?

Orders placed during pre-sale events will ship in the order they were placed beginning on the stated launch date. 

What’s the status of my order?

To see the status of your order, sign into your account and access your Order History.

Once you’ve received your shipping confirmation email you can click on the tracking link for update on the location of your package. Please note it may take 24 hours for tracking updates to appear.

If you have any additional questions about the status of your order, please email us at care@natashadenona.com

What can I do if my package is lost?

If you believe your package has been lost in transit, please email us at care@natashadenona.com. You can also reach out to the courier directly for more information using the tracking information.

Please note that after an order has been delivered to the correct shipping address, we cannot be held responsible for lost or stolen packages.

What do I do if my package arrives damaged?

When your order arrives, please inspect the outer package for any signs of damage that may have occurred during shipment.

If any of the item(s) in your shipment are broken, please retain the box and packing materials and email us at care@natashadenona.com with your order number and photos of the damage. Photos should include the front and back of the item, if applicable. 

Reports of damaged items must be received within one week of the delivery date. Please note that we are not responsible for damages that occur after delivery.

Do you accept returns and exchanges?

We're happy to accept returns on all US orders within 30 days of the purchase date on new or gently used items that are still in their original packaging. International orders are not eligible for return. We cannot accept returns for items purchased from another retailer.

We do not offer exchanges at this time.

In order to initiate a return, please contact us at care@natashadenona.com with your order number and the name of the items you'd like to return, and we'll take it from there.

Please note that return shipping costs will be covered by the customer, and the initial shipping fees are non-refundable.

We monitor returns and reserve the right to refuse service to anyone that may misuse or abuse the return policy.

When will I receive my refund?

Once we receive your return, please allow up to 10 business days for it to be processed. Please be aware that there may be an additional waiting period from your bank to post the refund to your account. Your refund can only be credited back to the original form of payment.

We’ll send you an email when our team has processed your refund so you know it’s on the way.

SHIPPING

How much is shipping in the US?

Standard shipping within the continental United States is free on all orders over $35.

Orders under $35 ship for a flat fee of $10.

Overnight shipping is available for $25, depending on your location.

How much is international shipping?

International orders ship Global-E Express 3-7 business days.

International shipping is free on all orders over $150*

Orders under $150* ship for a flat fee of $15-$25 depending on the region.

*exclusions apply depending on region. 

*qualifying total taken after discount and before tax

* International shipments (subject to service availability) delivered to or picked up from remote and less-accessible locations are assessed an out-of-delivery area or out-of-pickup-area surcharge of minimum $25 in addition to the above shipping costs.

Global-E is an international fulfillment service used by Natasha Denona Makeup for all international orders excluding those to Spain, Italy, and Mexico. Global-E will appear as the merchant of record for international transactions made on our site.

How are duties calculated for international orders?

Duties will be calculated at checkout and included in the price of your order.

Do you ship to PO Boxes?

At this time we are unable to ship to PO boxes.

Do you ship to freight forwarders?

We do accept orders for delivery to freight forwarders. Please note we are not responsible for any missing items or damages to orders that have been placed with a freight forwarder delivery address.

PRODUCTS

Are Natasha Denona products vegan?

Many of our products are vegan! Vegan items are indicated by a green "V" on the product page and in the product description.

All Natasha Denona products are certified cruelty-free.

Are Natasha Denona products tested on animals?

All Natasha Denona products are certified cruelty-free.

What do I do if I have an allergic reaction?

If you have any adverse reactions to our products, stop use of the product immediately and contact your health care provider for guidance.

For general questions about our products, please contact our support team for assistance at care@natashadenona.com

Do your products contain talc?

Any products that contain talc will have it clearly listed on the ingredients list.

Natasha Denona uses only the highest quality cosmetic-grade European talc that is ethically sourced and certified asbestos free.


How do I find the right shade for me?

If you have any questions about shade matching, please contact us at care@natashadenona.com and one of our associates will be happy to assist!