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Frequently Asked Questions

Ordering

When will my order be shipped?

What payment methods do you accept?

Am I able to cancel, change or edit my order and the shipping address?

I had technical issues and do not know whether my order went through and payment was taken.

Is there a limit on orders?

Some Velvet Lip Colours are now showing ‘out of stock’. Will there be a re-stock soon?

Can I place an order over the phone?

Can you order for me?

Do you sell Gift Cards?

Do you offer gift wrapping?

 

Shipping & Delivery

Where do you ship to?

Do you ship to the EU?

Do you accept international orders?

Will I be charged customs or duties fees?

What delivery options do you have?

Where will my order be shipped from?

How do I track my order?

What happens if my shipment is undelivered?

Do I have to be in to receive my parcel?

Can I have my order shipped to a different address than my payment details?

Do you ship to PO boxes?

 

Returns

What is your returns policy?

What should I do If I receive a faulty or damaged product?

How long does it take for my refund to process?

 

Product information

Are your products gluten free, paraben free, vegan, cruelty free?

What ingredients do your products contain?

What will this shade look like on me? Or How can I find a lipstick that suits my colouring?

What lip liners go with Lisa’s lipsticks?

How can I be notified of Lisa’s latest restocks and updates?

 

When will my order be shipped?

You will be able to order from 16:00 (UK time) on Friday 15th of October. Orders will start dispatching from Monday the 18th, with all orders dispatched by Thursday 21st. 

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What payment methods do you accept?

We accept all major credit and debit cards such as Visa, Mastercard, Amex as well as PayPal, Apple Pay, Google Pay and Shopify Pay. If you experience any issues checking out with your payment method, please email Lisa’s customer service team using our support form and they will get back to you within 24 hours.

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Am I able to cancel, change or edit my order and the shipping address?

Unfortunately, because there is no pre-order this time and to ensure orders are dispatched quickly, you cannot edit or change your order after purchase. 

If you need any further assistance please email Lisa’s customer service team using our support form and they will get back to you within 24 hours.

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I had technical issues and do not know whether my order went through and payment was taken.

When an order is completed you will receive a confirmation email to the email address you provided. If you did not receive an email, check your spam folder first before contacting Lisa’s customer service team using our support form with as much detail as possible e.g. full name, shipping address and the contents of your order so the team can help you as best as possible.

Alternatively, please contact your bank.

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Is there a limit on orders?

There are no limit on orders. 

If you need any further assistance please email Lisa’s customer service team using our support form and they will get back to you within 24 hours.

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Some Velvet Lip Colours are now showing ‘out of stock’. Will there be a re-stock soon?

The True Velvet Lip Colours will be available once a year in Autumn/Winter. However, shades may change and we can’t guarantee that every shade will be repeated annually.

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Can I place an order over the phone?

Unfortunately, we are currently unable to take any orders over the phone. You can order directly through Lisa’s website www.lisaeldridge.com.

If you need any further assistance please email Lisa’s customer service team using our support form and they will get back to you within 24 hours.

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Can you order for me?

Unfortunately we are unable to place any orders for customers on their behalf.

You can order directly through Lisa’s website here www.lisaeldridge.com.

If you need any further assistance please email Lisa’s customer service team using our support form and they will get back to you within 24 hours.

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Do you sell Gift Cards?

We are not selling gift cards at the moment.

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Do you offer gift wrapping?

At this time, we do not offer gift wrapping however, Lisa’s lipsticks are presented beautifully in a Lisa Eldridge monogrammed box with white tissue paper padding.

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Where do you ship to? Do you accept international orders?

Yes we do! We ship worldwide via Lisa’s website www.lisaeldridge.com

Unfortunately, due to complications in shipping, customs and government restrictions we are currently unable to ship to the following destinations: Russia, Brazil, Mexico and Turkey.

For full shipping information, click here.

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Will I be charged customs or duties fees?

In some countries you may be liable for taxes, levies, imports, duties, fees or charges of a similar nature associated with your purchase so please be wary of this. Unfortunately, most of these charges are out of our control but please email Lisa’s customer service team using our support form and they will get back to you within 24 hours.

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What delivery options do you have?

We have a variety of shipping options available. Please refer to our shipping information here.

Unfortunately, due to complications in shipping, customs and government restrictions we are currently unable to ship to the following destinations: Russia, Brazil, Mexico and Turkey.

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Where will my order be shipped from?

If you live in North America, your order will be shipped from Ohio, USA.

If you live in the European Union, your order will be shipped from Holland.

All other orders will be shipped from the UK.

For more information on shipping, please click here for all of Lisa’s shipping options.

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How do I track my order?

You will be sent a confirmation email on receipt of your order. This will be followed up with a second email sent when your products are shipped to you containing your consignment information and tracking number.

If you cannot find your tracking link please check your spam folder and then contact Lisa’s customer service team using our support form. They will get back to you within 24 hours.

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What happens if my shipment is undelivered?

If you have experienced any issues with your shipment, please email Lisa’s customer service team using our support form and they will work to resolve this for you. The team will get back to you within 24 hours.

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Do I have to be in to receive my parcel?

If you are not in, Royal Mail, DPD, DHL and Fedex will leave a calling card to arrange for a collection or redelivery.

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Can I have my order shipped to a different address than my payment details?

Yes of course! When ordering, you can enter a different shipping address. If you have any problems during checkout please contact Lisa’s customer service team using our support form and they will get back to you within 24 hours.

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Do you ship to PO boxes?

Unfortunately we cannot ship to P.O. Boxes at this time.

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What is your returns policy?

We are able to accept the return of unused or gently used lipsticks for a full refund within 30 days of your order being dispatched. Lipsticks can be returned using this link. For my full returns and refunds policy, click here.

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What should I do If I receive a faulty or damaged product?

Lisa is always striving to uphold the highest quality standards within her products, however sometimes damage can occur due to measures out of the team’s control. Should you receive a faulty or damaged product, please email Lisa’s customer service team using our support form and they will get back to you within 24 hours.

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How long does it take for my refund to process?

We will process your refund within 5 days of the return arriving at our warehouse. This will be made to your original payment method. Please note, your bank or credit card company may take 4-7 business days to credit. If you experience any issues please email Lisa’s customer service team using our support form and they will get back to you within 24 hours.

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Are your products gluten free, paraben free, vegan, cruelty free?

Our lipsticks are completely gluten free, paraben free and cruelty free.

Our Luxuriously Lucent Lip Colours are vegan. However, currently our True Velvet Lip Colours contain a small amount of beeswax and therefore are not vegan.

For further information you can find the full ingredients lists for each product on Lisa’s website. If you need any further assistance please email Lisa’s customer service team using our support form and they will get back to you within 24 hours.

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What ingredients do your products contain?

You can find the full ingredients lists for each product on Lisa’s website. For any further product questions, please contact us and the team will be happy to help.

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What will this shade look like on me? Or How can I find a lipstick that suits my colouring?

Please check out Lisa’s latest video about the new beautiful shades and pre-existing shades :) You can find her latest videos here.

Also under each product image there are swatches for all the shades.

And to see other customers wearing them you can click on Lisa’s Instagram.

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What lip liners go with Lisa’s lipsticks?

 

Lisa now has matching lip liners for all her True Velvet Lipsticks here

 

It would be great to know what you pair with yours, please let us know on Lisa’s Instagram so that we can add your suggestions.

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How can I be notified of Lisa’s latest restocks and updates?

For all of Lisa’s beauty news and restock dates, please sign up to her newsletter.

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