Question 1

Who is Lisa Eldridge?

Accepted Answer

Lisa Eldridge is one of the world’s most celebrated make-up artists. Equally invested in creating educational tutorials for her loyal community as she is orchestrating her signature red-carpet look for celebrity friends or conceiving avant-garde concepts for catwalk and editorial, Lisa has established herself as the most recognised and trusted voice in beauty.Read more about her continued legacy here.

Question 2

Where can I learn techniques for your products?

Accepted Answer

All of Lisa's tutorials can be found on YouTube here and on the site here. Lisa also gives tips and tricks on product pages, with guidance on using the products that can be found in drop downs or how-to sections.Alternatively, you can book an in-person consultation with our counters in-store here.

Question 3

Where can I buy Lisa's book?

Accepted Answer

Lisa released FacePaint: The Story of Makeup in 2015, instantly becoming a New York Times Bestseller and renowned as the makeup bible, due to its inclusion of Lisa's historical knowledge of makeup and style, as well as her ever-growing worlds-largest and oldest makeup collection. Shop and find out more, here.

Question 4

I would love to join the team - are you hiring?

Accepted Answer

You can find our current open applications here.

Question 5

What are the ingredients of each product?

Accepted Answer

You can find the ingredients for most products on a drop down on their product page.For listed ingredient information, please visit our ingredients page here.If you are worried about any allergens or disturbance to lifestyle preferences, please contact my amazing customer service team, here.

Question 6

Which products are suitable for daily use?

Accepted Answer

All of Lisa's products are suitable for daily use.

Question 7

Which products are suitable for sensitive skin?

Accepted Answer

As a trained aesthetician and facialist, Lisa cares about skin-loving ingredients deeply and all Lisa Eldridge products are created, developed, and owned by Lisa. Therefore, she only uses ingredients that she knows are non-irritant and friendly for all. All products* are intentionally formulated without the usual triggers for allergies, such as alcohol, perfume, essential oils. However, allergens are very diverse and differ person-to-person and so we always recommend looking through the ingredients list here, and consulting with a GP, dermatologist, or specialist if you have any worries prior to using.*The Baume Embrace Melting Lip Colour contains a food-grade, soft vanilla flavouring, that does not contain any allergens.

Question 8

Which products are vegan and cruelty free?

Accepted Answer

All products are completely cruelty free.The Luxuriously Lucent Lip Colour, Gloss Embrace Lip Gloss, Seamless Skin Elevated Glow Highlighter, Sculpt and Shade Lip Pencil, Baume Embrace Melting Lip Colour, Rouge Experience Refillable Lipstick and Refills, Liquid Silk Liquid Eyeshadow, Seamless Glide Eye Pencil, Kitten Lash Mascara, Kitten Flick Liquid Eyeliner, Seamless Skin Enhancing Tint, Seamless Skin Pinpoint® Concealer Micro Correcting Pencil, Seamless Skin Foundation, Seamless Skin Skin Enhancing Treatment Cleanser, Seamless Skin Skin and Makeup Enhancing Mist, Seamless Blend Brushes are vegan.The Fawn and Sorcery Eyeshadow Palettes are vegan, as are the Eyeshadow Palette Refills below:French Grey, Smoke & Mirrors, Turbulence, Supernova, Raw Sienna, Bronzite, Fired Earth, Lost Summer, Faded Amethyst, Troubadour, Grotto, Mercurial, Mage, Swansong, Tomorrow's Party, Taffeta Fan, Debutante, Dorian, White Tie, Upper West Side, Burnt Clove, Supernaturally. The Enhance and Define Lip Pencils are vegan, except for the shade Myth which contains a small amount of carmine and therefore is not vegan. Currently our True Velvet Lip Colours and Insanely Satured Lip Colours contain a small amount of beeswax and therefore are not vegan.For any product and ingredient-related questions, please contact Lisa’s customer service team here.

Question 9

What are your products free from?

Accepted Answer

All products are completely gluten free, paraben free and cruelty free. To check in detail if there are any other allergens in each of Lisa's products, please check the ingredients list, here.

Question 10

What makes Seamless Skin special?

Accepted Answer

Before Lisa began her career, she trained as an aesthetician (CIDESCO) and facialist and is now thrilled to be able to pour her expertise and passion into her products. Lisa’s comprehensive knowledge of cosmetic chemistry, technology and the history of beauty, teamed with the expertise of the world’s best independent cosmetic scientists, forms the foundation of every product she creates. Lisa has even been known to describe herself as ‘at heart, a frustrated cosmetic scientist’. Lisa is known for creating the most beautiful, fresh and vibrant complexions, so when it came to formulating her first skincare range, every single ingredient had to earn its place and really deliver outstanding results. Through Seamless Skin, Lisa can now personally deliver this signature, seamless canvas to everyone.

Question 11

Has the cleanser been subject to independent user trials?

Accepted Answer

Yes! My Skin Enhancing Treatment Cleanser is now shown to increase skin hydration and moisturisation levels by 83% after just one use!After one use… 93% of people said their skin felt softer and smoother 88% of people said their skin felt refreshingly clean 93% of people said they enjoyed the feel of the cleanser on their skin After two weeks… 83% of people said their skin looks more radiant 87% of people said their skin feels hydrated 80% of people said their skin appears more glowing 82% of people said their skin's natural barrier feels strengthened and protected*survey of 77 participants Regular use is shown to significantly maintain and improve skin barrier function and increase moisturisation levels by 49%.

Question 12

What will this shade look like on me? How can I find a lipstick that suits my skintone/undertone?

Accepted Answer

Lisa's customer service team includes shade and makeup experts,  trained personally by Lisa to provide the highest quality advice on Lisa's products. You can contact them here to be shade matched with any product.Lisa also regularly posts tutorials on creating the best looks and finding your best-suited shades. Lisa's videos can be found here.For complexion products, Lisa has many tools to help you match to your true-to-life shades. On The Foundation page, you can shop by skin tone, undertone, and via the model face cards. On Skin Enhancing Tint, you can cross-match to your The Foundation shade or use the model face cards. On Pinpoint® Concealer, you can use the Pinpoint® Shade Finder quiz to find your perfect match, cross-match with Skin Enhancing Tint and The Foundation shades, or use the model face cards. And to see other customers wearing them you can click on Lisa’s Instagram or contact my customer service team to be personnaly shade matched.

Question 13

Which lip liners go with Lisa’s lipsticks?

Accepted Answer

Lisa has created complementary Enhance and Define Lip Pencils for her True Velvet Lip Colours, the Enhance and Define Lip Pencils. These are made a touch deeper in intensity to their True Velvet counterparts, for instant and effortless definition.Alternatively, to match specifically to your skin and under tones, you can message Lisa's dedicated shade experts here.

Question 14

I saw your products on TV/film, where can I find what they were wearing?

Accepted Answer

Lisa is so proud that so many of the TV, Movie and Theatre makeup artists she admires and respects, rely on her shades and formulas to create culturally iconic characters time and time again. You can find most of these spottings on our As Seen On Screen page here. If any are missing, please contact us here so we can assist in directing you to the correct products.

Question 15

Do you use AI-generated images on your website?

Accepted Answer

I will never use AI-generated images of models or beauty products on skin. Every person you see, every shade you see worn, every texture on skin that's real. You deserve to see exactly what our products look like, on real people, in real life. That will never change.

Question 16

Where can I learn techniques for your products?

Accepted Answer

All of Lisa's tutorials can be found on YouTube here and on the site here. Lisa also gives tips and tricks on product pages, with guidance on using the products that can be found in drop downs or how-to sections.Alternatively, you can book an in-person consultation with our counters in-store here.

Question 17

Do you offer samples?

Accepted Answer

Lisa offers samples of the Skin Enhancing Treatment Cleanser, which can be added to your basket when in cart. Also offered is shade-matching and samples of The Foundation and Seamless Skin Enhancing Tint, which can be requested from our shade experts, here.

Question 18

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

Accepted Answer

Sign up to my newsletter to be kept up to date with restocks and product launches. If you're an Emerald, you'll also receive exclusive information and content around launches and restocks. I can’t guarantee that every product will be restocked close to it's sell-out date, but will always indicate if a product is limited edition or being discontinued.

Question 19

Is Lisa Eldridge packaging recyclable?

Accepted Answer

All outer packaging is composed of cardboard and can be easily recycled.Any glass, wooden, or metal elements of products can also be recycled, once cleaned, but please check your local recycling limits first as some areas may not allow this.The can and atomiser of the Skin and Makeup Enhancing Mist are fully recyclable; the cap is currently not recyclable, but we are working on this! Rouge Experience Refillable Lipstick features a recyclable, mono-material aluminium refill. Your empty Refill and aluminium over-cap can be put into the recycling bin, along with your household recycling. The Eyeshadow Palettes are also refillable.

Question 20

I saw your products on TV/film, where can I find what they were wearing?

Accepted Answer

Lisa is so proud that so many of the TV, Movie and Theatre makeup artists she admires and respects, rely on her shades and formulas to create culturally iconic characters time and time again. You can find most of these spottings on our As Seen On Screen page here. If any are missing, please contact us here so we can assist in directing you to the correct products.

Question 21

Do you sell Gift Cards?

Accepted Answer

You can now purchase E-Gift Cards online, so they can choose the beauty they really want! E-Gift Cards are redeemable exclusively at LisaEldridge.com and delivered straight to your inbox with simple instructions for use at checkout.

Question 22

Can I shop your products anywhere other than online?

Accepted Answer

Yes! Lisa Eldridge products are available in Liberty,  Selfridges, Niche Beauty and SpaceNK. To find a list of stockists and the closest ones to you, please view the map here.

Question 23

Do you offer a Pro Program?

Accepted Answer

Yes! Lisa is passionate about new talent and supporting makeup artists worldwide. In 2024, she introduced the Lisa Eldridge Pro Program with exciting offers for students and professionals. Sign up here!

Question 24

Do you have a membership program?

Accepted Answer

Yes! One of the main focuses of Lisa's process is her loyalty members. They are kept in mind for every launch, event, and movement in and outside of the brand. Lisa's loyalty program, Lisa&Me offers three tiers of accessible membership, with the Emerald tier containing exclusive content, discounts, releases, early shopping time, and more. Sign up here!

Question 25

Can we collaborate?

Accepted Answer

Currently we are not planning any collaborations at this time but we would love to keep your contact information on our pending PR list for future references. Please contact our team here.

Question 26

I would love to join the team - are you hiring?

Accepted Answer

You can find our current open applications here.

Question 27

How do I track my order?

Accepted Answer

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 deleted and spam folders. If it still cannot be located, please contact my customer service team here.

Question 28

What happens if my shipment is undelivered?

Accepted Answer

If you have experienced any issues with your shipment, please contact Lisa’s customer service team here and they will work to resolve this for you.

Question 29

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

Accepted Answer

To ensure orders are dispatched quickly, there is a limited time to amend an order. Please contact us within 30 minutes of placing your order, here, and the team will get back to you.To cancel orders, please fill out our cancellation form here.

Question 30

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

Accepted Answer

When your 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. If you still cannot locate the email, get in contact with my customer service team and let them know your issue. Include your full name, shipping address, order number (if available to you), and the contents of your order so the team can help you as best as possible. Alternatively, please contact your bank.

Question 31

Will I be charged customs or duties fees?

Accepted Answer

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 my customer service team here for any issues.

Question 32

How will Tariffs affect my order?

Accepted Answer

As many of you know, recent tariffs have had a significant impact on UK businesses, mine included. In the spirit of care and commitment to my community in order to provide the best possible service to you all, I’ve chosen to cover the customs duties for all of my US customers personally, while I work on finding a long-term solution.

Question 33

Which payment methods do you accept?

Accepted Answer

We accept all major credit and debit cards such as Visa, Mastercard, Amex, PayPal, Apple Pay, Google Pay and Shopify Pay (Shop). If you experience any issues checking out with your payment method, please contact my customer service team here.

Question 34

What delivery options do you have?

Accepted Answer

We have a variety of shipping options available for different areas and countries. Please refer to our shipping information here.

Question 35

Do I have to be in to receive my parcel?

Accepted Answer

If you are not in, Royal Mail, DPD, DHL and Fedex will leave a collection card to arrange for a collection or redelivery. You can also opt for the delivery to be left in a special place, dependant on the courier rules.

Question 36

Where do you ship to?

Accepted Answer

We ship internationally!Unfortunately, due to complications in shipping, customs and government restrictions we are currently unable to ship to the following destinations: Azerbaijan, Belarus, Canary Islands, Russia, Brazil, Mexico, Ukraine, and Turkey.For full shipping information, click here.

Question 37

Do you ship to PO boxes?

Accepted Answer

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

Question 38

Where will my order be shipped from?

Accepted Answer

If you live in North America, your order will be shipped fromthe UK.If you live in the European Union, your order will be shipped from Poland.All other orders will be shipped from the UK.For more information on shipping, please click here for all of Lisa’s shipping options.

Question 39

Is there a limit on orders?

Accepted Answer

There is no limit to orders. If you need any further assistance, please contact my customer service team here and they will get back to you.

Question 40

Can you order for me?

Accepted Answer

Unfortunately, we are currently unable to make any orders on behalf of customers, including phone orders. You can order directly through Lisa's website, or alternatively shop in-store. View our store list here.If you need any further assistance, please contact Lisa’s customer service team here.

Question 41

Do you offer gift wrapping?

Accepted Answer

At this time, we do not offer gift wrapping. However, Lisa’s products are presented beautifully in a Lisa Eldridge monogrammed box with white tissue paper padding and chic outer postage box.

Question 42

What is your returns policy?

Accepted Answer

You have the right to return purchased products for a refund within 30 days of receiving the products for any reason.The products must have been purchased on lisaeldridge.com and must be returned directly to us unused and in the condition sent to you, with the original packaging. You must enclose a copy of your proof of purchase with your returned product.Please contact customer service to enquire about your return here.

Question 43

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

Accepted Answer

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 contact Lisa’s customer service team here.

Question 44

How long does it take for my refund to process?

Accepted Answer

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 process the credit. If you experience any issues please contact Lisa’s customer service team here.

Question 45

Can I return multiple orders within one box?

Accepted Answer

You can return multiple orders within one box to avoid several shipping charges and wastage. If you are unable to create multiple returns on our returns portal, please include a clearly written note within your box, stating the items returned and their corresponding order numbers. We advise using a tracked service to ensure a problem-free return.

Question 46

Can I return products in store?

Accepted Answer

Currently, we cannot accept returns in the Liberty, Selfridges, SpaceNK stores. You can return back to us via postage, contact customer service here for assistance.

Question 47

Can I shop your products anywhere other than online?

Accepted Answer

Yes! Lisa Eldridge products are available in Liberty,  Selfridges, Niche Beauty and SpaceNK. To find a list of stockists and the closest ones to you, please view the map here.

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