FAQs

When will I receive my order?

Please note that orders may takeup to 3 full business days to process in our warehouse before shipping. Therefore, orders with standard shipping may take from 7 to 10 business days to arrive. For more information regarding our shipping policy, please click here.

Why was I charged extra?

After submitting your order, the total plus $1 is authorized to cover any potential tax discrepancies. This pending transaction never settles and drops from your bank account within a few business days. The payment method is charged for the final total amount the day the order ships.

Do you have limits on how much product I can order?

There is a maximum of 5 items per shade in order to give everyone a chance to grab their makeup bag must-haves! Note that limited-edition items may have a different maximum amount.

Why is my order on hold?

You may be contacted via email for verification as all orders are subject to review. The sooner you get back to us, the sooner we can ship out your NYX Professional Makeup haul.

What do I do if I receive an order with broken or missing products?

Contact customer service here or 1-844-335-3510.

How can I update my order?

Once an order has begun processing, we are unable to make any changes to it. This includes updates to shipping information as well as product selections. Please be sure to carefully review your order before submitting it.

How do I cancel an order?

Call customer service immediately at 1-844-335-3510. Please note we ship orders as quickly as possible and cannot guarantee cancellation.

What is your return policy?

We want you to be satisfied with your NYX Professional Makeup purchase. You may return your order with free shipping* for a 100% money-back guarantee within 45 days for products purchased online at NYXCosmetics.com or within 30 days for items purchased at any NYX Professional Makeup Store.

*Some rules and restrictions apply. For more information on our return policy, click here.

Can I return products to you that I purchased in-store?

No, we only process returns for products purchased online at NYXcosmetics.com.

For more information on our return policy, click here.

Does NYXCosmetics.com accept exchanges?

NYXCosmetics.com no longer accepts exchanges, but you may return your order with free shipping* for a 100% money-back guarantee within 45 days for products purchased on our website.

*Some rules and restrictions apply. For more information on our return policy, click here.

Do you ship internationally?

NYX Professional Makeup does not ship directly to international addresses. We have partnered with MyUS.com to offer convenient and fast international shipping to more than 225 countries. Click here for more information regarding international shipping policies.

Can I use an international credit card to order?

PayPal is the preferred method of payment for international orders since we currently do not accept credit card payments from certain countries.

How do I sharpen your Jumbo Eye & Lip Pencils?

Please note the Jumbo Eye and Lip Pencils are not retractable. They are made out of a PVC material that can be sharpened with a sharpener that has an opening for a large pencil. You can purchase the NYX Professional Makeup Sharpener here. Please watch this tutorial for tips on how to sharpen your Jumbo Pencil.

When will a specific item be back in stock?

We do not have specific restock dates for products. Sign up for our e-mail newsletter to be the first to be notified!

Are your products cruelty-free?

NYX Professional Makeup is certified and acknowledged by organizations, such as PETA, as a cruelty-free brand. We are committed to producing 100% cruelty-free cosmetics. We do not test any of our products on animals.

Can I buy a specific shade from a palette individually?

We often do not sell a shade in a palette separately as they are specialty formulations created exclusively for our palettes. There may not be an exact match in our single lines, but you may be able to find a similar shade from one of our eyeshadow singles here!

When does NYX Professional Makeup have sales?

Sign up for our e-mail newsletter to be the first to know!

How do I apply to NYX Professional Makeup PRO?

Please review the application and requirements to the NYX Professional Makeup PRO program here.

Where can I find NYX Professional Makeup in-store?

Check here to find a NYX Professional Makeup Store or authorized retailer near you.

How do I track my package?

Visit FedEx.com if the tracking number begins with 5 or UPS.com if it starts with 1.

What if I didn't receive my tracking email?

First, check your Spam/Junk folder. If you still cannot locate your tracking information, please contact customer service here or 1-844-335-3510.

What do I do if tracking says my package was delivered, but I never received it?

For FedEx SmartPost deliveries, contact USPS at 1-800-ASK-USPS.

For UPS deliveries, contact 1-800-PICK-UPS.

If you have any further issues, please contact us here or 1-844-335-3510.

Do you ship to P.O. Boxes/APO/FPO/DPO?

Yes, we ship to P.O. Boxes/APO/FPO/DPO via FedEx SmartPost.

Please note that if you need to return orders shipped to an APO/FPO address, they are ineligible for a complimentary return label.

What do I do if my login/username/password is not working?

Please contact customer service here or 1-844-335-3510 for assistance.

Why is my order incomplete?

Items missing from your order may have been out of stock. If a product has a price of $0.00 on your final invoice, it was unavailable during order fulfillment and you were not charged for it. Please contact customer service here or 1-844-335-3510 with any further questions about your purchase.

Why was my order modified?

NYX Professional Makeup reserves the right to modify or cancel any orders.