Customer Care

SHOPPING

RETURNS: OUR SATISFACTION GUARANTEE

If a product does not meet your expectations, you may return it for a refund within 30 days from the date of purchase. Regrettably, the original shipping fee is not refundable. To initiate a return, kindly email us at order@narscosmetics.com, including your order number and we will send you instructions to process your return. If preferred, you may call 1-888-788-NARS or 1-888-788-6277 (8AM-5PM EST Monday-Friday and 9AM-6PM EST Saturday). Processing time for returns takes up to 10 business days from the time the return is received.

Please note that only products purchased from www.narscosmetics.com will be accepted for return. We regret that we cannot accept exchanges at this time. NARS palettes, books and sets may not be returned. In the event of any perceived abuse(s) of this Satisfaction Guarantee, to be determined at the sole discretion of NARS, a return may not be honored.

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ORDER BY PHONE

If you wish to order by phone instead of shopping online, please call NARS toll-free at 1-888-788-NARS or 1-888-788-6277. A representative can assist you between the hours of 8AM-5PM EST Monday-Friday and 9AM-6PM EST Saturday.

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ONLINE SHOPPING ASSISTANCE

NARS is pleased to offer our online Ask The Artist program. If you are unsure what products are best for you or a special occasion, just complete our Ask The Artist form and a highly experienced makeup artist will respond with his or her tips and suggestions, typically within three business days.

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MAXIMUM PURCHASE POLICY

We regret that we must limit orders to no more than 4 - 6 units for any item. Certain palettes and other limited sets may be restricted to one or two units per order.

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SALES TAX

We are required by law to charge sales tax on orders being shipped to the states of Arizona, California, Colorado, Connecticut, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Kentucky, Louisiana, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nevada, New Jersey, New Mexico, New York, Ohio, Pennsylvania, Tennessee, Texas, Utah, Virginia, Washington D.C. and Washington.

Any taxes and duties will not be billed at checkout for Canadian customers. Arrangement for payment of duty fees and taxes will be the responsibility of the customer and can be done through FedEx or a broker of their choice.

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ONLINE GIFT CERTIFICATES

We regret that online (electronic) gift certificates are not currently available on this site, though any order may be gift wrapped and include a personal note from the sender.

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YOUR ONLINE WARDROBE

You can create your personal makeup Wardrobe once you have registered with narscosmetics.com. When you are shopping and find items you'd like to save for a future purchase, just add them to your Wardrobe. You can then drag to add them to NARS’ preset Wardrobe categories - Basics, Modern Classics and Fashion Accessories. You can also create your own lists as well.

Once in your Wardrobe, NARS products can be organized, shared with friends, purchased and even compared to one another (by dragging swatches to view together). For more information please see the Wardrobe FAQ.

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SHIPPING

SHIPPING COSTS

FedEx Smartpost Ground – $4.95 continental US, $8.99 AK + HI
(typically 3 – 7 business days for the continental US; up to 15 days for AK, HI, Puerto Rico, Guam, the US Virgin Islands and military boxes)
Currently FREE for the lower 48 states with your $50 order.

FedEx 2-Day – $12.95 continental US, $19.95 AK + HI
(2 full business days)
Please note:

  • Nail polishes can ship via ground only.
  • Signature may be required on 2nd day and overnight orders.

FedEx Overnight – $19.95 continental US, $28.95 AK + HI
(1 full business day)
Please note:

  • Nail polishes can ship via ground only.
  • Signature may be required on 2nd day and overnight orders.

Canadian Shipping via FedEx - $17
(typically 1 – 5 business days)
Please note:

  • The customer will be the importer of record and arrange COD of duties with FedEx or a broker of their choice. We cannot guarantee the additional days it may take to arrange import if using a broker who is not FedEx.
  • Products that contain SPF cannot ship to Canada and will be removed from your shopping cart at checkout.

Please note:

  • Orders to Puerto Rico, Guam, USVI and Military boxes are shipped via the U.S. Postal Service or FedEx SmartPost at the same rates above.
  • Nail polishes can ship via ground only.

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ORDER PROCESSING TIMES

Most NARS orders are processed within 1-2 business days. Orders placed after 11:00 AM EST may ship the following business day. Likewise, orders placed on non-business days (weekends or holidays) will be processed on the next business day.

When possible, orders with Overnight or 2nd Day Service will be processed the same day if received by 12 Noon EST, although we try to extend this cut-off time whenever possible. Orders are processed, shipped and delivered on business days only. Orders placed by 12 noon EST usually ship the same day.

Narscosmetics.com cannot ship to PO boxes at this time, with the exception of Military boxes.

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TRACKING YOUR ORDERS

After your order is placed, you will be emailed a receipt. When your order is processed, you will receive another email with the tracking number linked to the FedEx website, where you can view delivery status. You can also view the status of your order by visiting www.narscosmetics.com and logging in to My Account with your user ID and password. Click on “view my order.”

Please note that FedEx may not have tracking information available for up to 12 business hours after the order hass shipped.

Past Orders are saved and available after logging into the My Account section. Unfortunately, orders placed on our previous website are no longer accessible to view.

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INTERNATIONAL SHIPPING

NARScosmetics.com can only ship orders within the United States and Canada, including Puerto Rico, Guam, the US Virgin Islands and Military boxes. Orders to Puerto Rico, Guam, USVI and APO boxes are shipped via the U.S. Postal Service or SmartPost. Products that contain SPF cannot ship to Canada and will be removed from your shopping cart at checkout.

International Delivery:

  • Visit www.NARScosmetics.co.uk for delivery in the UK
  • Visit www.NARScosmetics.fr for delivery in France
  • Visit www.NARScosmetics.eu for delivery in all other European countries

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GIFT WRAPPING AND GIFT CARDS

You may send your order encased in a custom-designed black gift box with the signature NARS soft-touch and logo ($6.00 charge). To gift-box your order, simply choose your shipping method with the gift wrap option. Please note that candles cannot be gift wrapped due to the fragility of the product. You may also choose to send a gift card with a pre-printed message of up to 255 characters. You will be prompted to enter this message during the checkout process.

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Other Questions

DOES NARS TEST ON ANIMALS?

NARS does not test on animals, nor do we have any other parties, such as suppliers, conduct any animal testing on our behalf. NARS uses only the highest quality ingredients which have a proven safety record and are widely used in the cosmetics industry.

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DO NARS PRODUCTS CONTAIN ANY ANIMAL PRODUCTS?

We are continually evaluating alternatives to animal-derived ingredients and have replaced many ingredients with vegetable derived substitutes. However, certain NARS products may contain animal derivatives, such as lanolin. If you would like further information as to which NARS products contain animal derivatives please contact customer care and we will provide that information.

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DO NARS PRODUCTS CONTAIN GLUTEN?

Many of our products do not contain ingredients derived from barley, oats, rye, spelt or wheat, which are commonly known sources of gluten. However, due to the wide range of raw materials and equipment used during the manufacturing of our products, we cannot confirm that our products are free from any traces of gluten. If you have specific questions or concerns regarding gluten, and the ingredients contained in our formulas, we recommend that you consult your physician.

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WHY DO SOME NARS PRODUCTS INCLUDE PARABENS?

It is important to use preservatives to prevent bacterial and fungal contamination. With the high level of natural ingredients in our formulations, the absence of preservatives would require our products to be refrigerated and would need to be used within approximately two weeks after production. Additionally, we strive to ensure our products do not present any health risk from contamination by harmful microorganisms by using preservatives such as parabens.

Parabens have been used for over 70 years and are approved by the US FDA for use in a wide variety of consumer products, including foods and beverages. Parabens provide a critical role in frontline defense for preventing disease and infection in humans by preventing fungal and bacterial contamination, and are recognized as safe by the World Health Organization as well as government agencies around the world. In the United States, the Cosmetic Ingredient Review (CIR) expert panel (an independent body of internationally recognized medical and scientific experts in safety evaluation) has reviewed parabens and concluded that they are safe for use in cosmetic products. All our products are allergy tested and dermatologist tested.

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WHY CAN MY NARS MAKEUP BRUSH SHED?

Many of NARS brushes are made from animal hair. The hair for each brush is determined in order to provide the best application possible. When natural hair is used, it is difficult to provide uniformity with regard to hair length for every strand therefore; shorter hairs may be bundled with longer strands which may cause some shedding. We take many steps to reduce excessive shedding and to provide the best product possible. An additional step that can be taken to help minimize brush shedding is to occasionally wash your brushes with a mild shampoo. Be careful not to get water in to the top of the ferrule as this can deteriorate the glue which will cause separation from the brush head and the handle. Rinse brushes until the water runs clear. Gently re-shape brushes and let them air dry laying flat.

Please note: no animals are harmed in any way while collecting the natural hair used in many of our brushes.

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