FAQs

Dear NYX Professional Makeup Community: IT’S WITH HEAVY HEARTS WE SHARE THAT ALL U.S. NYX PROFESSIONAL MAKEUP STORES ARE NOW CLOSED. Our amazing team of NYX Professional Artists have enjoyed creating a community with you over the years. You can still connect with a NYX Professional Makeup Artist on live chat or virtual consultation and follow along @nyxcosmetics. Our NYX Professional Artists look forward to continuing to provide the best experience possible (even if it’s virtual). For more information, read our full COVID-19 Statement here.

When will I receive my order?

* COVID-19 updateWe are striving to get your order to you as quickly as possible but you may experience a delay in order processing due to enhanced safety measures at our fulfillment center. To protect against COVID-19 and safeguard personnel, we are following state and local guidance in taking enhanced precautions in preparing your order for shipment.

For orders placed with standard shipping, please allow 3 to 7 business days for your package to arrive after it is processed. Note that orders are currently experiencing processing delays of up to 3 weeks due to increased safety measures at our fulfillment center.

UPS Overnight and UPS 2nd Day orders must be received by 2PM PST to ship the same day. Otherwise, your purchase will ship out the next business day.

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 15 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. For online purchases made at NYXCosmetics.com you may return your order with free shipping* for a 100% money-back guarantee within our approved return window of 45 days. For more information, read our full COVID-19 Statement here.

*Some rules and restrictions apply. 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 60 days for products purchased on our website. We have extended our return window to ease requirements on our customers during this time. For more information, read our full COVID-19 statement here.

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

Do you ship internationally?

NYX Professional Makeup does not currently ship to international addresses.

Can I use an international credit card to order?

We do not currently accept international credit cards.

Can I use a NYX Professional Makeup store gift card at NYXCosmetics.com?

Yes, you can apply your gift card balance by entering the 16-digit gift card number and pin during checkout.

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 PETA as a cruelty-free brand. We are committed to producing cruelty-free cosmetics. We do not test any of our products on animals.

L’Oreal corporate statement on Animal Testing can be found here.

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.

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.

Will the call center be closed during the holidays?

Our call center is closed on Thanksgiving, Christmas Day, and New Year's Day.

On Christmas Eve and New Year's Eve, our call center is open from 6AM - 2.30PM PST.

How do I engrave NYX Professional Makeup products?

It's quick and easy to engrave your favorite products. Simply look for products that have the engrave me badge, and check the add engraving checkbox on the product page. You'll be prompted to add a personal message - you can even add emojis!

Note that it takes 2-3 business days to custom engrave your product, and engraved products can't be returned or exchanged. For more information on how to engrave, please click here.