FAQs

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Purchase Protection

1. How can I request a refund?

Due to hygiene and safety reasons, opened or used cosmetic products cannot be returned.

Refunds or replacements may be available for damaged items, incorrect items received, verified product defects, or orders cancelled before shipment.

To request assistance, please contact our customer support team and include your order number along with a description of the issue.

2. Are opened or used cosmetic products returnable?

No. Due to hygiene and safety regulations, opened or used cosmetic products cannot be returned or refunded.

Returns or replacements are only available for damaged items, incorrect items received, verified product defects, or orders cancelled before shipment.

3. What should I do if I receive a damaged or defective item?

If your item arrives damaged, defective, or in less than perfect condition, please contact our customer support team as soon as possible.

To help us review your request quickly, please provide:

* Your order number
* Clear photos of the item and packaging
* A brief description of the issue

Our team will assess the case and assist you with the appropriate resolution.

4. What should I do if I receive the wrong item?

If you receive an item different from the one you ordered, please contact our customer support team as soon as possible.

Please include:

* Your order number
* A photo of the item received

Once verified, our team will guide you through the next steps and arrange an appropriate solution.

Shop Safely Online

1. Is payment on site secure?

Yes. All payments are processed through secure, encrypted payment gateways. My Makeup Story does not store your payment card information, and all transactions are protected using industry-standard security measures to help ensure a safe and secure shopping experience.

Product & Beauty Advice

1. How do I choose the right foundation shade?

Choosing the right foundation shade starts with understanding your skin tone and undertone. If you’re unsure which shade is best for you, our beauty support team can help guide you toward the most suitable match.

2. How can I get shade-matching assistance?

Our beauty support team is available to help you find your ideal shade. Simply contact us and share a clear photo taken in natural daylight, and we will do our best to recommend the most suitable option.

3. Are your products suitable for sensitive skin?

Our products are developed with quality-focused formulas. However, every skin type is unique. If you have sensitive skin, we recommend reviewing the ingredient list carefully and performing a patch test before full application.

4. How can I get beauty advice before purchasing?

If you need help selecting products, shades or building a complete makeup routine, our beauty support team is happy to assist. Contact us before placing your order and we will help guide you toward the products that best suit your needs.

Account & Support

1. How do I create an account?

Creating an account is quick and easy. Simply select the account icon and follow the registration process. Having an account allows you to track orders, manage your information and enjoy a faster checkout experience.

2. I forgot my password. What should I do?

If you have forgotten your password, select “Forgot Password” on the login page and follow the instructions sent to your email address to reset your password securely.

3. How can I contact customer support?

Our customer support team is available to assist you with product questions, order inquiries and beauty advice.

Please visit our Contact Us page or submit a request through our contact form, and a member of our team will get back to you as soon as possible.