Store FAQ

• Where can I find swatches & more photos of your product?

  I have a full gallery on our Facebook Fanpage, including swatches from popular beauty bloggers (used with permission). You can find them here: http://www.facebook.com/darkheartdesigns

• Do you offer samples?

  Yes. I have single samples, & an entire sample set, which will always include all shadow colors in the line. Once a month I randomly offer promotional sample sets on the Facebook fanpage here: http://www.facebook.com/darkheartdesigns If you want a sample that is not in stock, please email me at tina@darkheartdesigns.com, & I'll get them ready for you immediately.

• Will any of your products be limited edition or discontinued?

  I understand how frustrating it is to find a product you love, & no longer be able to purchase it. No product in my line will be discontinued or limited unless the supplies to make it are no longer available.

• How do I apply your products, & do I need special tools?

  Shadows: Shadows seem to work best when applied by brushes using a patting technique, instead of brushing the shadows on. I recommend that you at least wear them over foundation, & primers/bases will increase the vibrancy, strength, & wear of the colors. You may also apply the shadows wet, or foiled for more vibrant, or different color effects. If you do so, do not dip a wet brush into your shadow jar. Tap some shadow onto a lid or saucer to keep from introducing bacteria into your shadows. Eye Lights: I recommend using an eye liner brush, or a thin, stiff brush to apply the gel liners. They also seem to do better with a patting technique, & you'll have to dip your brush back into the gel as needed. If you'd like to improve the coating of the liners, give the first coat a few seconds to try, & apply more gel liner on top of it. Lip Slicks: The lip slick glosses are semi sheer, & apply best with the wand included in the tube, or a fingertip. If you are using your fingers, be sure to wash your hands thoroughly before & after applying. The Lip Slicks do not contain a preservative, & you don't want to contaminate your gloss.

• How do I remove this makeup?

  Makeup remover solution, baby wipes, or soap & water. Just be careful not to get any product in your eyes.

• Are your products tested on animals?

  I would never test my products on animals, or purchase supplies that are.

• Are your products vegan?

  Every shadow color except for Toxic & Vampire Heart is completely vegan. Both of those colors contain Carmine. I also take great care in making sure that my vegan & non-vegan shadows do not mix. All Lip Slicks & Eye Lights are vegan

• What are the ingredients?

  The ingredients are listed in each products description, & on the labels of all products, as required by the FDA. Please read them thoroughly, and contact me if you have any questions at all.

• Do you use safe ingredients?

  I only use FDA approved cosmetic grade ingredients. Ingredients are listed on each product page, & on the product labels. As of yet, my products have not been FDA evaluated.

• Why do your eye shadows have extra ingredients in them?

  Most companies that are offering pure, undiluted pigment are selling you straight repackaged mica. While straight mica is beautiful, it does not have good adhesion or feel when you apply it. The other ingredients in my shadows help them apply better & adhere longer. You can be sure that I do not believe in using fillers, I just want to provide long-lasting, beautiful eye shadow.

• Are your products safe for use anywhere on face and body?

  The FDA approves colorant use in the U.S., & some are only eye or lip safe. Each product listing details what area of the body that product is approved for & where it can be safely used. If you use the product in an unapproved area, you do so at your own risk. Shadows are approved for eyes, lips, face, & nails. Gel Liners are approved for eyes & face. Lip Slicks are approved for lips (I wouldn't reccomend using them on your face simply because the formula is hard to remove).

• How do you keep the products safe & sanitary?

  I cover my work surface each time I mix new batches of product, sterilize frequently with alcohol, use gloves, face masks, & keep hair pulled back at all times. All supplies are kept in sterile containers, & are not touched without gloves. All tools are sterilized many times during mixing. Once the product is packed into its container, it's sealed with shrink wrap. Eye shadows are sealed twice, with a sifter seal on the inside to prevent spillage, & shrink wrapped on the outside to keep the jar from opening & becoming contaminated. Lip Slicks are packed, then shrink wrapped so that they stay sealed during shipping. Finished, sealed products are then stored in containers in a cool, dry environment. All products are made in an environment free of pets, children, and smoke.

• Why do some eye shadow jars appear to be fuller than others?

  Loose shadows are required to by packed by weight. As the ingredients settle, they give the appearance of having a smaller amount of product in the jar. All jars contain the same weight of shadow. A 5 gram jar does not hold 5 grams. The jar itself weighs 5 grams, but holds 1-2 grams of powder, depending on the powder weight. My shadow jars are packed with just over 1 gram of powder.

• Is there an order limit?

  In order to prevent fraudulent charge-backs/PayPal disputes, I reserve the right to limit your first order to under $50. Once you've placed 2 or more orders, the limit will be lifted. Please contact me for any more details, or if you wish to make special arrangements at tina@darkheartdesigns.com

• Does your shop accept custom orders?

  Yes, I most certainly do.

• Do you accept orders placed outside of the US?

  I sure do!

• What is this store's return and exchange policy?

  I sincerely appreciate your business, & if you are unsatisfied with your purchase for any reason, please let me know. If your item is returned, I will gladly issue a product refund or exchange. If you have other concerns or problems please notify me & I will do as much as possible to make sure that you are satisfied with your purchase. I want my customers to be happy, & feel that their money is well spent.

• What forms of payment do you accept?

  If orders are purchased locally, I accept cash, Money Orders, checks, Paypal, or Amazon Payments. If they are purchased online, I accept PayPal, Amazon Payments, checks or Money Orders. If you pay by check, it must clear before your items are shipped or delivered. If you choose to pay with a money order, it must arrive before your order is shipped. Please ask for delivery confirmation at your local post office if you are concerned with your money order being received by me. If you send it without confirmation, you are responsible if it happens to be eaten by the lovely postal machine. If you are paying with anything but Paypal, please email me to set up payment arrangements at tina@darkheartdesigns.com.

• Do you offer gift wrap, or custom gift sets?

  I would be more than happy to gift wrap, or turn your order into a gift set.

• Do you offer different packaging options?

  Yes! If you would like to purchase shadows without the sifter, or in a secure zipper bag, I would be happy to change your order. Also, if you have other packaging in mind, please contact me.

• Do you offer insurance?

  I don't usually ship with insurance, as all U.S. packages have tracking numbers, & delivery confirmation. If you would like your order to be insured, please contact me at tina@darkheartdesigns.com.

• Can I change, add, or cancel my order once it's been placed?

  If it has not shipped yet, then yes, but please contact me as quickly as possible so that I can fix the order.

• Why was my order, or part of my order canceled/refused?

  I reserve the right to cancel and/or refuse any order in part, or in whole, or to refund instead of replace any order, or part of any order for whatever reason I deem necessary at my discretion.

• Where does this store ship from?

  Tifton, GA 31793 USA

• How long will it take to receive my order?

  *Temporary 14-20 day TAT extension until I can finish my current sale orders* Turn around time is 1-4 business days, but may extend to 6 during sales. If your order is not shipped from our shop by then, you may request a refund for the full order amount, & your order will still be shipped within a reasonable amount of time. Shipping labels must be generated by 12 am EST on the fourth day for U.S. orders, to be taken to the post office on the next day. International orders must be taken to the post office & shipped on the 5th day. This policy won't be in effect in the case of events that are beyond our control (ie. natural disasters, severe illness, etc). If I have to email you concerning your order, it may take longer to process, so please keep this in consideration. Domestic shipping within the U.S. takes about 3-10 business days, depending on the efficiency of your local postal service. International shipping may vary between 2-12 weeks.

• Is there a certain time of year that you don't ship products, or extreme weather conditions damage my products?

  You may want to keep the weather in mind before ordering certain products, such as lipstick, since there is no way to tell how long your order may be in the USPS delivery truck.

• What kind of packing do you use?

  I try to reduce the amount of waste my company produces. The orders are then packed in cloth bags, with few paper products. I may, occasionally, pack them in plastic zipper bags, if my cloth bags are out of stock, or the items do not fit in the cloth bags. Orders are then mailed in bubble envelopes.

• Why hasn't the tracking information for my order updated?

  U.S. orders: The number issued for your shipment is a Delivery Confirmation number. Delivery Confirmation will show when the package is received by the USPS, & when it was delivered. In some instances, the USPS will still scan the shipment, so you may see some updates. For tracking, & more info on Delivery confirmation, go here: https://tools.usps.com/go/TrackConfirmAction_input International orders: International packages do have a customs number, but that number is not trackable once it leaves the U.S. If you'd like to purchase other shipping options, please contact me at tina@darkheartdesigns.com

• What do I do if I gave the wrong address for my info, or refused my package?

  Please double check your address before placing your order. If you notice something is wrong, contact me immediately at tina@darkheartdesigns.com. If the order is returned to us due to an incorrect address, your order can be reshipped for the normal shipping fee, or restocked at a 15% restocking fee, & a refund issued for the remainder of the order amount.

• Why do the swatches/shop photos look differ from the product I recieved?

  Color descriptions are somewhat subjective, but I do my best to photograph & describe my products as accurately as possible. A slight color difference may be due to monitor color settings, or a different batch mixture of shadow. My products are handmade in small batches, & may differ a small amount from batch to batch. If there is a color difference that is very discernible, please contact me to make sure that there wasn't a packing/labeling error. I do my best to make sure that everything is correct, but I am human and do occasionally make mistakes.

• What should I do if my order is lost?

  Packages shipped in the United States will have a tracking number. If you have problems with tracking your order, please email me at tina@darkheartdesigns.com. If your order was shipped to another country, please allow 6-12 weeks for your package to arrive, as it will need to go through customs.

• What should I do if my order is missing a product?

  If your order is missing anything, please contact me immediately at tina@darkheartdesigns.com. I try my best to double check orders, & will gladly resolve any mistakes on my part. Under no circumstances do I back-order products.

• What if some/all of my order arrives damaged?

  Please contact me immediately at tina@darkheartdesigns.com for a replacement, & do not discard any part of your order. A claim will have to be made with the USPS, & photos/documentation of the damaged products/packaging may be needed.

• Why did your prices change?

  Pricing &/or other product details are subject to change without notice, but I will try to do my best to notify as many customers as possible before doing so.

• Will you wholesale your products?

  Yes! If you would like to offer my products in your shop, please contact me at tina@darkheartdesigns.com for details.

• What is your privacy policy?

  I respect my customers privacy & would never sell, rent, or lend any of their information under any circumstances. Storenvy's Privacy Policy can be found here: http://www.storenvy.com/help/privacy

• Can I use any information/photos/etc from your website?

  You may use content from our shop/fanpage/etc for a review, brand highlight, or anything of that nature with an acknowledgement of Dark Heart Designs as the content owner, & a link back to our shop/fanpage/etc. I do reserve the right to ask you to respectfully remove our content for any reason. I work very hard on all of the content in my shop including descriptions, FAQs, photos, brand material, order inserts, care guides, etc. & I would really appreciate it if you wouldn't copy my material without permission. Any use of any form of content from my shop/fanpage/etc, in whole or in part, is not allowed without written permission and is the Intellectual Property and/or Trademark/Copyright of Dark Heart Designs and is protected by US Copyright and Trademark Law. This includes this FAQ, and any written documentation included with your order. Legal action will be taken for any violation or unauthorized use of our Intellectual Property, Copyrights and Trademarks.