FAQ
Frequently Asked Questions
Find answers to the most common questions about our products, shipping, and policies.
📦 Shipping & Delivery
Q: Do you ship internationally?
A: Yes! We ship worldwide to over 30 countries. Shipping costs and delivery times vary by destination.
Q: How long does shipping take?
A: Orders are processed within 1-3 business days. Delivery typically takes 7-25 days depending on your location. You'll receive tracking information once your order ships.
Q: Do you offer express shipping?
A: Shipping options vary by country. You'll see available shipping methods at checkout based on your delivery address.
Q: My package hasn't arrived. What should I do?
A: First, check your tracking information. If your package appears lost or delayed beyond the estimated delivery window, please contact us and we'll help resolve the issue.
💳 Orders & Payment
Q: What payment methods do you accept?
A: We accept all major credit cards (Visa, Mastercard, American Express), Shopify Pay, and Apple Pay.
Q: Is it safe to shop on your website?
A: Absolutely! Our checkout is secured with SSL encryption, and we never store your payment information.
Q: Can I modify or cancel my order?
A: Please contact us immediately if you need to modify or cancel your order. Once an order is processed and shipped, we cannot make changes, but you can return it according to our return policy.
Q: Will I receive an order confirmation?
A: Yes! You'll receive an email confirmation immediately after placing your order, and another email with tracking information once it ships.
↩️ Returns & Refunds
Q: What is your return policy?
A: We offer a 30-day return policy. Items must be unused, in original packaging, and in the same condition you received them. EU customers have a 14-day cooling-off period.
Q: How do I return an item?
A: Contact us at gendtrend@laposte.net to initiate a return. We'll provide you with return instructions and address.
Q: Who pays for return shipping?
A: Return shipping costs are the customer's responsibility unless the item is defective or we made an error.
Q: How long does it take to receive my refund?
A: Once we receive and inspect your return, refunds are processed within 5-10 business days to your original payment method.
🎨 Products & Quality
Q: Are your makeup brushes suitable for beginners?
A: Yes! We offer several beginner-friendly sets, including our Perfect Starter Kit designed specifically for those new to makeup application.
Q: How do I clean my makeup brushes?
A: We recommend cleaning brushes weekly with gentle soap and lukewarm water. For faster cleaning, check out our Makeup CleanBrush Pro electric cleaner!
Q: Are the brush bristles synthetic or natural?
A: Most of our brushes feature high-quality synthetic bristles (rayon) that are soft, durable, and cruelty-free. Product descriptions specify bristle materials.
Q: What's the difference between your brush sets?
A: Each set is designed for different needs:
- Perfect Starter Kit (12-piece) - Ideal for beginners, includes all essentials
- Professional 7-Piece Set - Premium quality for experienced users
- Premium Marble 15-Piece Set - Complete professional collection with elegant design
💬 Customer Support
Q: How can I contact customer service?
A: You can reach us at:
📧 Email: gendtrend@laposte.net
📞 WhatsApp: +33 7 48 45 21 15
Or visit our Contact page
Q: What are your customer service hours?
A: We respond to emails within 24-48 hours on business days (Monday-Friday).
🌍 International Customers
Q: Can I shop in my local currency?
A: Yes! Our website supports multiple currencies. Use the country/currency selector in the footer to choose your preferred currency.
Q: Will I have to pay customs fees?
A: International orders may be subject to import duties and taxes determined by your country's customs office. These fees are the customer's responsibility.
Still have questions? Don't hesitate to contact us - we're here to help!