Frequently Asked Question
Q. What is your shipping policy?
A. Free standard shipping is offered on orders totaling $60 before tax within the 48 contiguous United States. Shipping charges apply to orders totaling less than $60. Shipping rates are calculated at checkout based on the carrier rates by weight, location and the service selected.
Q. When will I receive my order?
A. Our business hours are Monday - Friday, 8am-4:30pm PST, excluding holidays. Any orders submitted on Saturday or Sunday will be processed the following business day. Please allow up to 3 business days for your order to be processed. When your order is ready to be shipped, you will receive a shipment confirmation e-mail. The e-mail will contain your tracking number. Please allow 7-10 business days for standard ground shipping delivery from shipping date. Please note estimated transit times are given to us by carriers such as USPS, UPS however, they are not guaranteed.
Q. Do you offer international shipping?
A. Unfortunately we do not ship internationally at this time, however please bear with us as we try to make international shipping a part of our online site very soon. Stay tuned!
Q. What is your return policy?
A. For items purchased on kleancolor.com, we will issue refunds for defective or damaged products only within 30 days of original purchase date. Due to the low cost nature of our products, we are not able to offer returns or exchanges for any other reasons. Your damaged product may only be exchanged for the same product. If you have received an item in damaged condition, please contact us within 7 days of receipt and you must provide a photo of the damaged item.
Refunds are issued for original purchase price, less original shipping cost.
If you placed an order and received free shipping but returned an item and you no longer qualify for the free shipping, you will be charged the original shipping cost. For example, if you spent $60 but returned an item(s) that cost $12, you no longer qualify for free shipping. Free shipping is for orders over $60 before tax, your order total is now $48 after your return. Therefore, you are responsible for the shipping cost.
For purchases made at other retailers, please consult that retailer regarding their return policy.
Q. I never received my package/it was missing items.
A. Sometimes USPS tracking info can be incorrect and when entered, it may say your package was delivered when it wasn't. Don't worry, it will likely be delivered in a few days. If this should happen, try checking with your post office and/or neighbors in the meantime. If you still have not received your package within a few days, please contact us.
Q. Why did you discontinue my favorite shade?
A. Occasionally we must evaluate our product line and discontinue less popular shades/items. We understand that sometimes this may mean one of your favorites is no longer available and we sincerely apologize for any inconvenience. However this makes room for new, on trend shades we're sure you will enjoy!
Q. I'm a beauty blogger/makeup artist and would like to do reviews of your product on social media. Would you like to send product/collaborate?
A. We are not collaborating at this time so as to receive completely authentic reviews of our products, however we are sharing reposts from fans and bloggers with candid reactions to our products for which we are so grateful!
Q. Are your products gluten free?
A. We maintain high standards to ensure that our products are not manufactured with ingredients that contain extracts of wheat, rye, barley and oats. However, as with any form of manufacturing, guarantees are not possible. If you have concerns, please consult your physician to determine the level of your sensitivity to certain cosmetic products.
Q. Do you test on animals?
A. We can assure you that we neither test our products on our animal friends nor do we ask anyone else to test for us. Our desire is to provide high quality products at affordable prices which limits our ability to join/sponsor PETA or any cruelty free related programs without increasing our product prices.
A. Do you have vegan ingredient lists available?
A. Not all of our products are vegan, however we are more than happy to provide item-specific ingredient lists. Just let us know the item number and we can send you the ingredient list, no problem.