Customer Service

FAQS

 
Order Status

Orders are processed within 1-2 business days, Monday through Friday. Overnight and 2-Day orders are processed the same day if the order is received before 1:00 PM EST, Monday through Friday, excluding federal holidays and weekends.

Please note that US holidays are New Year's Day, Memorial Day, Fourth of July, Labor Day, Thanksgiving, Christmas Eve, Christmas Day, and New Year's Eve. Additional federal holiday closures may also apply.

All customers can check order status and track order shipment by logging into their My Account on NARScosmetics.com. Customers without an account can check on their order by clicking here.

Once an order is placed, it cannot be modified. If you would like to cancel your NARScosmetics.com order, please contact us as soon as possible by phone at 1-888-788-NARS. We will try our best to accommodate your request but cannot guarantee cancellation. Once an order has been sent to the warehouse for processing, it may not be canceled.

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RETURNS

We are committed to providing quality products to our customers. If you receive product(s) that do not meet your expectations, return the gently used product(s) within 30 days of receipt. Currently, we are unable to offer exchanges. Items purchased on NARScosmetics.com cannot be returned or exchanged at retailers that sell NARS Cosmetics.

When returning a set or kit, we require all contents from the original set or kit. Partial items from a set or kit will not be refunded, and empty containers will not be accepted for refund.

Please notate the front side of your packing slip with the reason for your return and send the product(s) back to us using the prepaid label included in your package. You may drop off your return package at any USPS access point or FedEx location, including local post offices, postal collection boxes, mailboxes, mail carriers, FedEx Offices, FedEx Authorized ShipCenter®, and FedEx World Service Center® locations. You may track your return package by clicking here and using the tracking number on the prepaid return label.

Once your return package has arrived, please allow up to 10 business days for your return to be processed. Refunds will be issued to the original form of payment for the amount of the item(s) plus sales tax. All eGift card refunds will be processed to a new eGift card that will be emailed to the customer’s original email. Shipping and handling charges are not included in refunds. You will receive a return confirmation email once your refund has been processed.

PLEASE NOTE: Only item(s) purchased on NARScosmetics.com will be accepted for a return. If your item(s) were purchased at an authorized retailer, please get in touch with the retailer to arrange a return or exchange.

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Shipping

All packages are shipped via FedEx or USPS, and a signature is not required upon delivery. Your billing and shipping address must be within the United States and its Territories.

Please make sure to provide accurate address information, including city, state, and zip code, to prevent any errors or delays in shipping. Once an order is submitted, we cannot make changes to your shipping address.

Please keep the following in mind:

  • We do not ship to P.O. Boxes
  • We do not ship to Freight Forwarders
  • We are unable to ship to multiple addresses in one order
  • We are unable to process and ship orders that contain any emojis or foreign characters. A new order will need to be placed if either is used.

Please note your order may be split into multiple shipments. Please visit your order history on My Account to obtain your tracking information. If you do not have an account, please visit here.

Certain items, including aerosols and alcohol-based products, are restricted from air transport due to U.S. Department of Transportation regulations and must be shipped by ground shipping only and will potentially take additional time to arrive. Please reference your post-purchase notifications for estimated delivery.

For international shipping, please visit our following sites:

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SHIPPING METHODS AND COSTS

We currently offer complimentary FedEx Home Delivery and USPS Priority shipping on all orders over $35. We also offer FedEx 2-Day and Overnight services at the below rates.

Shipping Methods Shipping Cost
FedEx Home Delivery (3-5 Business Days) FREE
Hawaii & Alaska
FedEx Home Delivery (Up To 21 Business Days)
$14.95
US Territories and Military Addresses
USPS Priority (Up To 21 Business Days)
$10.95
FedEx 2-Day (2 Business Days) $14.95
ShopRunner (2 Business Days) Free for all existing ShopRunner members on orders
over $25
FedEx Overnight (1 Business Day) $19.95

Some shipping methods may be unavailable during checkout due to restrictions on the items in your bag or your selected shipping address.

Retail Delivery Fee in Colorado

Colorado has updated their sales tax laws and ordinances to adopt the Retail Delivery Fee Code established by the Colorado Department of Revenue. As a remote seller, NARS Cosmetics will start collecting a fee of $0.28 on transactions with destination addresses within the state of Colorado. This will take effect beginning July 1, 2022. Please visit the Colorado Department of Revenue for more information. Please note that should you make a return on your order, this fee is non-refundable.

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Checkout

Credit and Debit Cards

We currently accept Visa and MasterCard credit and debit cards and Discover, American Express credit cards. You can store multiple credit cards for your online purchase on NARScosmetics.com. During this step in the checkout process, you can add, edit, or delete your information. Select one credit or debit card for the payment of your order.

When your credit or debit card is authorized, funds are put on hold until the transaction is completed. When the order is shipped, the payment is processed.

Your billing information must be as it appears on your financial statement. If any numbers are different, the order cannot be processed. Be sure to correctly spell city names and avoid using abbreviations unless that is how your information appears on your statement.

Contact your financial institution if you need the exact billing address associated with your credit or debit card.

Please note that we are unable to process any orders that contain any emojis or foreign characters. A new order will need to be placed if either is used.

For your security, NARS Cosmetics will require you to enter your 3- or 4-digit card identification number (CID/CVN/CVV/CVC) on specific orders for Visa, MasterCard, American Express, and Discover cards.

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eGift Cards

eGift Cards are only available for purchase and use within the United States. Please note, eGift Cards must be purchased separately from salable items in your order to mitigate any order delays.

NARS Cosmetics eGift Cards may be purchased online in the following denominations - $25, $50, $75, $100, $150, $200, $300, $400 and $500. eGift Card purchases are limited to $1,000 per order or no more than four eGift Cards per order. You can use a credit card or debit card to purchase an eGift Card online. eGift Card will be sent to a recipient’s email address within 2-4 hours after purchase. A separate email will follow with the PIN numbers. Both are required to redeem eGift Card credit.

When a return is processed on an order with split payments, all credits will first be processed onto a new eGift Card, not the credit card used.

Please note that any eGift Card purchase is exempt from tax. eGift Card values are excluded from order total thresholds required to receive, complimentary shipping, and promotional gift with purchase.

eGift Cards may be used for making purchases (other than eGift Cards) on NARScosmetics.com. They are not redeemable at NARS boutiques or other retailers. eGift Cards do not expire nor have fees. eGift Cards may be used for multiple transactions up to the value on the eGift Card. eGift Cards are not reloadable. eGift Cards are not refundable or redeemable for cash and cannot be replaced if lost or stolen, except as required by law or policy. Purchases made with an eGift card as the payment method will be refunded to a new eGift card. The new eGift card number and PIN will be sent to the recipient by email. To find out the balance on your eGift Card, please click here.

 
PayPal

PayPal is an alternate method for purchasing your order on NARScosmetics.com. It enables any individual with an email address to securely send payments online. With a PayPal account, you can choose to pay with your credit card, debit card, bank account, or PayPal account balance for any purchase you make.

 
Afterpay

Afterpay is an alternate payment method that allows you to split your purchase into four interest-free payments. You will be charged for your first of four payments when your order is shipped, and your credit and debit card will be automatically charged every two weeks. For more information, please click here.

 
Apple Pay

Apple Pay is an alternate method for purchasing your order on NARScosmetics.com during mobile checkout, and Apple Pay provides a secure and quick check-out transaction.

 
Checks & Money Orders

NARScosmetics.com does not accept personal checks or money orders as payment for online orders.

 
Fraud Protection

All payment forms are subject to verification and review by NARS Cosmetics. NARS Cosmetics reserves the right to refuse to process any transaction, sale, or shipment of orders due to suspected fraud or unauthorized or illegal activity.

 
Phone Order

If you wish to place your NARScosmetics.com order by phone instead of shopping online, please call us at 1-888-788-NARS. A Beauty Advisor can assist you between the hours of

  • Monday - Friday - 9:00 AM - 9:00 PM EST
  • Saturdays - 9:00 AM - 6:00 PM EST
  • Sundays - Closed

Please note that our Customer Service Center is closed or may have abbreviated hours for the following US holidays: New Year's Day, Memorial Day, Fourth of July, Labor Day, Thanksgiving, Christmas Eve, Christmas Day, and New Year's Eve. Additional federal holiday closures may also apply.

 
Maximum Purchase Policy

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

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Other Questions

 
WHAT IS THE BEAUTY OF CHANGE?

Stemming from the passion of NARS employees and the NARSissist community, The Beauty of Change is NARS’ cause platform launched in June of 2021, with a mission to empower and educate for a bold-faced future. The Beauty of Change commits to supporting underserved communities through education, mentorship, advocacy, and charitable fundraising services for impactful, lasting change.

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DOES NARS TEST ON ANIMALS?

NARS does not test on animals nor do we ask others to test on our behalf, except where required by law. NARS is actively working with industry and other partners to eliminate animal testing globally and is committed to the development and acceptance of alternative methods. We are equally dedicated to the health and safety of our consumers ensuring we meet the highest in quality standards. We remain committed to bringing our vision of beauty and artistry to more fans around the globe, as part of our long-held commitment to empower women everywhere.

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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 lying 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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WHAT IS SHOPRUNNER FREE 2-DAY?

ShopRunner offers free 2-day shipping to their members on NARScosmetics.com. ShopRunner members sign in, and ShopRunner free 2-day will be the default shipping method for eligible items on NARScosmetics.com.

To sign up and learn more about ShopRunner, please click here.

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Do you guarantee the item(s) in my order?

The item(s) within your order, including samples, are not guaranteed fulfillment. Whether an item(s) within your order needs to be canceled due to stock availability issues will be determined during order processing. We will ship the remaining item(s) within your order to prevent shipment delays. The pre-authorization hold will automatically drop from your payment method if your entire order is canceled. Please note that canceled item(s), including samples, cannot be replaced with an alternative item(s) once the order has been processed.

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WHAT FORMS OF PAYMENT DO YOU ACCEPT ONLINE?

We currently accept Visa, MasterCard, Discover, American Express, Union Pay, PayPal, Apple Pay, Afterpay, and NARS eGift Cards that include a pin code. When entering your credit card information, please ensure that your billing name is exactly as it appears on your credit card. For our customer's protection, transactions cannot be processed if billing information is not 100% accurate.

eGift Cards may not be purchased with PayPal, Afterpay or another Gift Card.

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Where can I find information about your ingredients?

You will find the complete list of ingredients for each NARS Cosmetics product on its respective product page.

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How do I obtain product samples?

Samples are complimentary with qualifying orders. We cannot send samples separately from orders, and should a sample selection be out of stock, we cannot provide an alternative. If you are unsure which products are best for you, we suggest scheduling a virtual consultation with an Artist.

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Can I use this product while pregnant/breastfeeding?

Please be assured that you may use our products safely under normal conditions of use throughout your pregnancy and breastfeeding. If you have any particular concerns, please consult with your physician.

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What is the expiration date for opened/unopened products?

Unopened products typically last for around three years if stored in cool dry conditions, though this may vary on a product-by-product basis. Opened products are best if used within a specific time frame, depending on the product. Please look for the period after the opening symbol on each product.

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What is your corporate position on sustainability?

Protecting the environment is an important priority for NARS Cosmetics and its parent company Shiseido. We're committed to conducting our business activities in an eco-friendly and environmentally conscious manner. In 1992, Shiseido adopted the Shiseido Eco Policy, a set of guidelines detailing how environmental considerations should weigh management decisions. Please click here to learn more about Shiseido's efforts to protect the environment.

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The item(s) I recently purchased went on sale. Can I receive a price adjustment?

NARS Cosmetics does not honor any price adjustments.

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I received a damaged item. What should I do?

When your order arrives, please inspect the package for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear, however, if damage occurred to the item(s) in your shipment, please retain the box, the packing materials, and the items inside and contact us immediately for assistance via Chat or email at customerservice@narscosmetics.com. If you cannot retain the contents due to the extent of damage, handle them with care to take a photo of the damaged item(s) and then safely discard the damaged contents.

Please be advised that NARS Cosmetics monitors claims of lost, missing, wrong, and damaged items for abuse. Lost, missing, wrong, and damaged items must be reported immediately upon receipt of the shipment, and any damaged, or wrong items must be retained (including all packaging). NARS Cosmetics reserves the right to limit or deny the reshipment or credit of an order/item in all instances.

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I received the wrong item. What should I do?

We confirm 100% accuracy during order fulfillment and guarantee all correct items are shipped with every order. We ask that you please retain the wrong item(s) in question and contact us immediately for assistance via Chat or email at customerservice@narscosmetics.com.

Please be advised that NARS Cosmetics monitors claims of lost, missing, wrong, and damaged items for abuse. Lost, missing, wrong, and damaged items must be reported immediately upon receipt of the shipment, and any damaged, or wrong items must be retained (including all packaging). NARS Cosmetics reserves the right to limit or deny the reshipment or credit of an order/item in all instances.

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Do your products contain lead?

None of our products contain lead.

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Do your products contain nickel?

We are committed to sourcing and using only top-quality ingredients with the highest level of purity in our formulations. All of the ingredients used undergo rigorous testing before being added to our products. If you have allergies or specific concerns about Nickel, we would suggest that you consult your physician before using products that may contain Nickel.

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Do you ship outside of the United States?

We are unable to ship to international locations at this time.

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My package is marked as delivered, but I cannot locate it. What do I do?

If the tracking information for your package shows that your package was delivered, but you can’t find it:

  1. Please wait 48 hours. In rare cases, packages may be marked as delivered up to 48 hours before arrival. Note: Some carriers may deliver until 10 PM.
  2. Check for a notice of attempted delivery.
  3. Ask your family and/or neighbors if they received the package on your behalf; Check with your leasing office, front desk and/or package locker where applicable.
  4. Look around the delivery location to see if the package was securely tucked away.

If the package is still not found, please contact the carrier directly to report the missing package and ask if they can provide additional details regarding where the package was left. If the package still cannot be located, please contact our Customer Service team at NARScosmetics.com so that we can check the status of your package. Please note that Customer Service must be notified of missing or lost packages within seven calendar days of your order being marked as delivered.

Please be advised that NARS Cosmetics monitors and logs all claims of lost, missing, wrong, and/or damaged items. Lost, missing, and wrong/damaged items must be reported within seven calendar days of the order being marked as delivered. Pictures must be submitted for wrong/damaged items. NARS Cosmetics reserves the right to limit and/or deny the reshipment and/or refunding of an order/ item in all instances.

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How do I check the status of my order?

You can review your order status by visiting My Account. If you do not have an account, please visit here.

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Does NARS Cosmetics have a rewards program?

NARS Cosmetics does not currently have a loyalty program.

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Do your products contain soy?

Due to the range of raw materials and equipment used during the manufacturing of our products, we cannot confirm that our products are entirely free from any traces of soy. If you have allergies or specific personal concerns about soy, we would suggest that you consult your physician before using products that may contain the ingredient.

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