Frequently asked questions
DO YOU ALLOW REFUNDS/RETURNS?
We kindly offer refunds/exchanges and cancellations within 14 days of purchase. To be eligible for a return, your item must be unused and unopened and in the same condition you received it. It must be in the original unopened packet. ’You’ The customer has 14 days to return goods for a refund/exchange from date of receipt. Please keep in mind that colours and shape will appear differently on individuals depending on individuals skin tone and face/features shape. Items will not be replaced or exchanged for this reason. Contourcurve.com reserves the right to refuse returns at any time that do not comply with our terms and conditions.
We ask that our customer use a return postage service that can be tracked and insured. Contour Curve will not be held accountable for lost parcels if they are not tracked. Please keep note of the tracking number/code for the returned parcel.
HOW CAN I REACH YOUR CUSTOMER SERVICE TEAM AND WHEN SHOULD I EXPECT A RESPONSE?
For customer service inquiries only, please email firstname.lastname@example.org Our Customer Service team is available M-F 8am - 5pm (GMT). We do our best to respond to all customers within 48 hours. Response times may be extended during holidays, promotions and immediately following launches/restocks. Inquiries are answered in the order they are received; please do not send multiple emails as this will place you at the end of the queue.
CAN I MAKE CHANGES TO MY ORDER ONCE IT’S BEEN PLACED?
Due to the limited nature of our products, all sales are final. Please contact us once you have received your product. Please ensure all info is correct before submitting your order.
WHEN WILL MY PACKAGE BE DELIVERED?
We offer free standard delivery to the U.K - 3-5 working days (working days do not include weekends or holidays). We offer next day delivery if ordered before 2pm (GMT). These times may be extended during holidays, launches/restocks, limited edition releases and promotions. Once shipped, standard delivery time within the United Kingdom is 3-5 days and 10-21 business days internationally. We do not offer international expedited shipping at this time. All orders are shipped via Royal Mail. Please note, we are not responsible for any shipping deliveries that may be affected by, but not limited to, the following: customs, natural occurrences, air/ground transportation strikes/delays or transfers from Royal Mail to international mail carriers.
IS CONTOUR CURVE SOLD AT ANY OTHER RETAILERS?
No. Currently Contour curve is exclusively sold online at ContourCurve.com
IS THERE A LIMIT TO HOW MUCH I CAN BUY?
Due to high order volumes of our products, some items at times may have limits placed the maximum quantity that may be purchased in one transaction.
CAN I RECYCLE THE PACKET THAT MY CONTOUR CURVE CAME IN?
Of course. All of our packets are 100% recyclable so when you’re ready to dispose of your packet, please pop it into your recycling bin at home. You can check each of our products for the recycling symbol as well. We strive to minimise our packaging and make it possible so that you can recycle all of our product packaging in an effort to preserve mother earth.
WHEN WILL I GET MY REFUND?
Once your return is received and inspected, we will send you an email to notify you that we have received and either approved or rejected your refund.
If you are approved, your refund will be processed, credit will automatically be applied to your original method of payment within 5 working days (working days do not include weekends or holidays), however this can be dependant on your bank.
If your refund is taking some time, please contact your bank to query their processing time. If you have still not received your refund, please contact us at email@example.com
PRE ORDER RETURNS?
If a pre order is made it cannot be cancelled or modified. Due to the extremely high demand of our products, all sales are final and pre orders are put into production as soon as the order has been placed. Please contact us once you have received your product. Please ensure all info is correct before submitting your order.
I HAVE NOT RECEIVED MY ORDER CONFIRMATION, DID MY ORDER GO THROUGH?
Order confirmation emails may be delayed as a result of high order volume. Please contact our customer service team firstname.lastname@example.org if you have not received your confirmation email after 24 hours of your purchase.
I HAVE RECEIVED MY ORDER AND NEED SOME ADDITIONAL ASSISTANCE.
Please contact our Customer Service Team email@example.com to request replacement for damaged products or report any issues with your order. We will review all issues that are submitted within 14 days of delivery of the package. Requests received after this time frame are no longer eligible for review. Customers must provide photos of any product/order issues along with their Packing slip (please ensure stamped initials are visible). Please note that items shipped using a mail forwarding service are not eligible for replacement/exchange/refund of any kind.
I AM AN INTERNATIONAL CUSTOMER; DO I HAVE TO PAY CUSTOMS AND TAXES?
Items shipped outside of the United Kingdom may be subject to duties, taxes, handling and/or other miscellaneous charges as defined by the country of import. These fees are not included in the cost of your order and therefore will not be reimbursed by Contour Curve. Please check with your country’s customs office to determine what these additional costs will be prior to placing your order.
HOW DO I FIND OUT ABOUT UPCOMING LAUNCHES AND RESTOCKS?
New product and restock information will always be posted on the Contour Curve website, Instagram and Facebook page.
CAN I RESERVE ITEMS BY ADDING THEM TO MY CART?
All products on Contour Curve are in stock and available for order (unless otherwise clearly noted as SOLD OUT). Items can not be reserved by holding them in your cart. Product availability is limited and therefore may sell out before your purchase is complete. Order transactions are completed in the order they are received.
ANYTHING ELSE YOU WANTED TO KNOW?
We are here for you. Contact our team at firstname.lastname@example.org and we will do our very best to answer any question you may have.
If we advertise an item as pre order, these are items that are not yet available and/or are currently sold-out in our shop.
Pre-order is placing orders in advance and requires full payment.
Cancellation: Pre-ordered items are considered sold and all sales are final. Payments are not refundable until item has been received by buyer.
Estimated Date of Arrival: This is based on the shipment schedule of our selected courier. Schedule may not be accurate. Specially when items are from U.K. Shipping ETA to U.S. This may take a little longer than we expect.
COUNTERFEIT CONTOUR CURVE
While we appreciate the support of all of our consumers and fans, counterfeit products are on the rise and we want to ensure that you are purchasing a 100% authentic ContourCurve™ product.
We would like to discourage you from purchasing products from unauthorized sellers such as some auction sites and small online retailers. You can find a list of any authorized retailers on our product locator page. Our products are protected by registrations, patents, trademarks and copyrights and we work hard with our legal team to protect our brand from infringements.
To better help ensure that you are purchasing an authentic ContourCurve™ product, please look for the following signs:
Our products are handcrafted in the UK and are never shipped from China
Items priced below their SRP should be approached with caution
We have a registered patent and trademarks for Contour Curve
If you have found a counterfeit item that you would like to share with us, please contact us at email@example.com
IMPORT REGULATIONS AND DUTY
If you order goods from our Site for delivery outside the UK, they may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order.
LAW AND JURISDICTION
Contracts for the purchase of goods or services through our Site or the App shall be governed by English law. Any dispute arising from, or related to, such contracts shall be subject to the exclusive jurisdiction of the courts of England.