FAQ
Help Center FAQ
Please feel free to ask us any questions about this help center in order to improve our services.
popular questions
We are transcribing here the most frequently asked questions by our customers in order to address any concerns in your buying journey.
To ship your packages, we have chosen La Poste and DHL as our partners because they offer carbon-neutral delivery services.
In the event that you receive a defective product, we are committed to exchanging it for you. You just need to send it back to us with its invoice within 2 weeks of receiving the package. For other cases, the products must be returned in their original packaging, unopened, and allowing for resale in new condition, following the procedure described in the General Terms and Conditions of Online Sales.
To notify us of your intention to return a product, please send us an email at: [email protected] and we will respond as soon as possible.
The refund will be made as soon as possible and at the latest within a period of thirty (30) days from the date of receipt by New Black Cosmetics of the package at the following address: 34 avenue des Champs Elysées in Paris.
Nous ne fournissons que des échantillons de fond de teint fluides pour cela, contacter le service client à l’adresse mail : [email protected] pour demander votre échantillon. Précision, les frais d’expédition sont à la charge du client.
When an exchange is requested, it is carried out in two steps:
- A refund is made for the item returned.
- A new order is placed for the requested exchange item. Two transactions will be visible on your bank account; a credit for the returned items and a debit for the items requested in exchange. Please note that payment for the requested exchange item is subject to payment authorization and once accepted, it will appear on your account. Although the credit and debit transactions will take place at the same time, it is possible that the credit transaction may appear a little later on your account, depending on the time required by your bank to make it appear.
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Delivery & Discounts
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Yes. If you want to exchange or get a refund for your order, please contact us by email at [email protected] and we will provide you with the different possible options. Due to the way PayPal is structured, we are unable to process exchanges directly with your PayPal account.
If your online order does not meet your expectations, please contact our Customer Service by email at [email protected] and we will respond to you as soon as possible.
Fill out the form and send us your message directly.
Our products are currently available in the United States, United Kingdom, European Union, and Brazil, but rest assured that New Black Cosmetics will expand internationally in the coming years. You will be informed as we start selling our products in other countries by following us on our social media channels.
If your package has been damaged during shipping, please keep the box and the products, take pictures and contact our Customer Service at [email protected] and send the pictures.
To stay informed about our brand’s sales, we recommend that you subscribe to our New Black Cosmetics accounts available on Facebook, Instagram, Pinterest, or TikTok.
Additionally, you will soon have the possibility to download the New Black Cosmetics app on the Play store which will allow you to receive notifications of new releases.
You can request samples directly from our customer service. Samples are free, but shipping costs are the responsibility of the consumer.
Delivery time:
- 3 to 6 days to Europe
- 7 to 13 days to the rest of the world