FAQ

Frequently Asked Questions

We’ve put together answers to some of the most common questions about shopping with Glossria.
If you don’t see your question here, you can always reach us at support@glossria.com.

1. Shipping & Delivery

Q: Where do you ship?
A: We currently ship to most locations within the United States.
We use USPS and UPS to deliver your orders safely.

  • At this time, we ship to most residential and business addresses within the United States,
      except for certain remote areas where our carriers cannot provide service.

  • We do not ship to P.O. Box addresses.

  • We also do not ship to APO/FPO/DPO military addresses or locations where our carriers cannot provide service.

Q: How much is shipping?
A: Our shipping is simple and transparent:

  • Free Standard Shipping on U.S. orders of $49 and above (after discounts)

  • For orders under $49, a flat shipping fee of $7.40 applies

All shipping costs are clearly shown at checkout before you confirm your order.

Q: How long will it take to get my order?
A:

  • Order processing time: 1–2 business days after payment is received

  • Transit time (Standard Shipping, U.S.): typically 3–7 business days after your order has been handed over to the carrier

You’ll receive a shipping confirmation email with a tracking number as soon as your package leaves our facility in the United States.
Please note that delivery times may be affected by carrier delays, weather, peak seasons, or other factors beyond our control.

Q: Where do you ship from?
A: Glossria is owned and operated by JUANDARIUS LLC in Georgia, United States.
Orders are processed by our small team and shipped from our facility in the U.S. using trusted carriers such as USPS and UPS.

Q: My tracking says “Delivered” but I can’t find my package. What should I do?
A:

  1. Check around your property (front door, back door, mailbox, building lobby) and with neighbors or building management.

  2. Sometimes carriers mark a package as delivered up to 24 hours before it actually arrives. If possible, wait one full business day.

  3. If you still don’t receive it after 48 hours, please email us at support@glossria.com with your order number and tracking number, and we’ll help you contact the carrier and look into next steps.

2. Returns & Refunds

Q: What is your return policy?
A: We accept returns within 30 days from the date your order is marked as delivered, as long as the items meet our eligibility rules:

  • The product is unused and has not been opened

  • It is in its original packaging, including seals, labels, and inserts

  • It is in a condition that allows it to be resold

Because we sell cosmetic and beauty products, we cannot accept returns of opened, swatched, tested, or used items, unless there is a defect, damage, or we sent the wrong product.

For full details, please refer to our Return & Refund Policy page.

Q: Do you accept returns on used products?
A: As an indie beauty brand maintaining strict hygiene standards, we are unable to accept returns on opened or used products.

We know buying makeup online can be tricky, especially with shades and undertones. To help you feel more confident before you buy, we encourage you to contact us at support@glossria.com for shade and product advice. We’re happy to help you find a match that fits your everyday look.

Q: How do I start a return?
A:

  1. Email us at support@glossria.com

  2. Include your order number, the item(s) you wish to return, and a brief explanation of the reason

  3. If your item is defective, damaged, or incorrect, please attach clear photos

Our team will confirm whether your order is eligible for a return and send you detailed instructions, including the return address and any next steps.

Q: Who pays for return shipping?
A:

  • If the issue is on our side (defective product, damaged in transit, wrong item sent), we will cover reasonable return shipping costs or provide a prepaid return label where available.

  • If the return is due to customer choice (changed mind, ordered the wrong shade, no longer want the item) and the product is still unopened and eligible, you are responsible for the return shipping costs.

Original shipping fees (if any) are generally non-refundable, except where required by law.

Q: How long does it take to receive my refund?
A:

  • Once we receive your return, we usually inspect it within 3–5 business days.

  • If approved, we’ll process your refund within 7 business days.

  • The refund will be sent back to your original payment method (same card or PayPal account used at checkout).

Please note that your bank or payment provider may need an additional 3–10 business days to post the refund to your account.

3. Products & Ingredients

Q: Where can I see the full ingredient list for a product?
A: Each product page on glossria.com includes a section with full ingredients and product details.
If you have specific sensitivities or allergies, please review the ingredient list carefully before purchasing and consider doing a patch test before full use.

Q: Are your products suitable for sensitive skin?
A: Skin sensitivity can vary from person to person. Our products are designed for everyday use, but we recommend:

  • Checking the ingredient list on the product page

  • Doing a patch test on a small area of skin before applying to your face

  • Consulting your dermatologist if you have known skin conditions or allergies

If you experience irritation, please stop using the product and contact us.

Q: Are your products “clean” or “natural”?
A: We prioritize performance and safety. While we don’t label our brand as exclusively “all-natural,” our formulas are developed to comply with applicable U.S. cosmetic safety regulations.

We believe in creating effective cosmetics that are safe for daily use. Please refer to the ingredient list on each product page to see exactly what goes into your chosen products.

4. Orders & Billing

Q: Can I change or cancel my order after placing it?
A: Our team works quickly to process and ship orders.

  • If you need to change or cancel your order, please contact us at support@glossria.com as soon as possible with your order number.

  • We may be able to modify or cancel the order before it enters processing or ships, but we cannot guarantee changes once the order has been packed or handed over to the carrier.

If your order has already shipped, you may still be able to request a return according to our Return & Refund Policy.

Q: What payment methods do you accept?
A: We accept the payment methods displayed at checkout. These typically include:

  • Major credit and debit cards (such as Visa and Mastercard)

  • PayPal

On compatible devices and browsers, digital wallets such as Apple Pay and Google Pay may also be available. All transactions are processed securely and encrypted by our payment providers.

Q: Will I be charged sales tax?
A: Yes, where applicable.

Sales tax is calculated and displayed at checkout based on your shipping address and current state and local regulations.
There are no import duties or customs fees for domestic U.S. orders shipped from our facility in the United States.

5. Discounts & Rewards

Q: Do you offer a pro makeup artist discount?
A: At this time, we do not have a separate pro program for makeup artists.
However, you can subscribe to our email newsletter to be the first to know about promotions, new arrivals, and special offers.

Q: Do you have a rewards or points program?
A: We don’t currently operate a points-based rewards program.
As we grow, we may introduce a rewards system in the future. For now, the best way to stay updated on discounts is to join our mailing list and follow our official channels.

6. Still Need Help?

If you didn’t find the answer you were looking for, we’re here to help.

Email: support@glossria.com
Phone: +1 209 279 6882

Customer Service Hours:
Monday to Friday, 9:00 AM – 6:00 PM EST
(Closed on weekends and U.S. public holidays)

We aim to respond to all customer inquiries within 24 hours on business days.