Customer service

Yes, we have a section in our shop with interesting information, explaining ingredients, colours and background information about make-up. You can even find tutorials there. In the ingredients section, you can read all about ingredients you may be allergic to and whether or not they are used in our products.

In almost all cases, our products are well-tolerated. In our webshop, you can read more about allergies and the composition of our products. Should you still have doubts, we recommend that you send an e-mail to [email protected] in advance, asking about your specific allergy. It is also possible to buy a tester first and try it out before buying a full-size product.

There are some ingredients that we absolutely do not include in our makeup products, as they are known for their potential skin-irritating properties. Below is a list of the ingredients you will NOT find in our products: 

• Perfume or perfume blends
• Peru Balm
• Essential oils
• Parabens
• Wool grease or lanolin
• Nickel
• Cobalt
• Euxyl
• Cathon
• Formaldehyde

If you order a product from our webshop, you can be sure that the above ingredients are not contained in the product!

We also regularly receive questions about the ingredient Propylene glycol. This is a moisturising ingredient that is also used as a preservative. It is not a skin-irritating ingredient. Propylene glycol is used in Unity Cosmetics' mascaras and liquid foundations.

Hypoallergenic means that there is a small chance that the product will provoke an allergic reaction. This is generally the case when raw materials are used that are known to have a small chance of provoking an allergic reaction. It is therefore not the case that everyone can always tolerate hypoallergenic cosmetics; some people are so sensitive to ingredients that they even react to very nurturing substances or very common ingredients, such as water! So it is still a matter of trying out how your skin reacts to a product. But if you have a sensitive skin, it is wise to choose for a hypoallergenic product in any case, because the chance of a negative reaction is the smallest. You can always email us if you want to know more about allergies and ingredients. We are happy to help!

Products that are vegan do not contain ingredients derived from animals, such as beeswax.

The Unity Cosmetics products listed below are completely vegan:

• Eyeshadow
• Face powder
• Bronzing powder
• Lip gloss
• Makeup primer
• Kabuki brush
• Foundation brush
• Eyeshadow applicator
• Eyeliner/Brow brush
• Powder brush
• Lip brush

The other make-up products from Unity Cosmetics contain Cera Alba (white beeswax) and are therefore not suitable for vegans. This concerns the eye primer, mascaras, lipsticks, eye pencils, concealer pencils and the foundation. The makeup brushes that are not mentioned in the above list are made of sable hair or pony hair and are therefore not suitable for vegans.

One of the unique things about Unity Cosmetics is that we develop products in consultation with our customers. Unity Cosmetics is a modern brand that you, the customer, can influence. So if you have a product that you would like to see in our range, or an existing product that you would like to have in your favourite colour, please let us know! In recent years, we have developed four new colours of eye pencil, a brown mascara, a green concealer pencil (for red marks) and an eye primer on the recommendation of our customers. With us, customers really can have a say!

If your product has not been shipped yet, we can still change the address. So please let us know as soon as possible, preferably through your account or otherwise by e-mail. Once your order has shipped, the shipping address can no longer be changed. And in that case, two situations may arise: If you have entered an address that does not exist then the order will eventually be returned to us. In that case we will just wait and see. As soon as it has been returned to us, we can send it back to you but you will have to pay the shipping costs! We will let you know by e-mail and you can transfer the amount to us, after which we will send it again. Of course, it is possible that you entered the wrong address, but that the address exists (for example, the wrong house number or an old address where you used to live). In such a case, someone else will receive the order. You can then try to contact the person at that address and ask them to return the order to you. But if that is not possible, it means that you have lost your order. You will not get your money back; it is your responsibility to provide a correct and complete address. So always check your order thoroughly before paying, and let us know immediately if you see an incorrect delivery address in the order confirmation!

We always ship an order within one working day at the latest (but in most cases even the same day!) unless explicitly stated otherwise. Depending on your country of residence, your order will arrive the next working day or a little later for bulk mail. You can find out when we expect your order to arrive before you pay for it. And that will also be shown on your invoice. Please bear in mind that mail is never delivered on Mondays and that carriers such as PostNL are often extremely busy during the December month, which may cause some delays. We can therefore never guarantee a delivery date. We ship as soon as possible (within 1 working day at the latest), after that it is up to the carrier. If mistakes are made by the transport company, there might be some delay in delivery. You will always receive a message from us when we start processing your order and you will receive an e-mail as soon as your order has been shipped. If it is sent by parcel post, you will also automatically receive a track and trace code so you can follow your order.

We offer all common payment methods, including credit card payments and post-payment (for orders of 10 euros or more). Which payment method is most convenient for you is up to you. You will see the payment methods automatically when you pay. The options are: iDEAL, Bank transfer, PayPal, Postpayment, MisterCash, Sofort, Belfius, Maestro credit card, Visa credit card, Mastercard Visa card, Bunq, the VVV Giftcard and the Webshop Giftcard.

You can use a VVV Giftcard or a Webshop Giftcard as a method of payment. When you checkout, choose the payment method VVV Giftcard or Webshop Giftcard (these are two different types of cards!). You will automatically be directed to a screen where you have to fill in the card details. If the balance on your card is not sufficient, you can pay the rest using another payment method (you will be automatically directed to this method). Should your card balance be higher than the order amount, the remainder will simply remain on your card! If something is wrong with your card, please contact the card issuer. We can't check the details of your card, we can only see if a payment was successful or not. We cannot see what is going on if a payment is not successful or if you are having problems with your card. 

We regularly send a newsletter to the people who have subscribed to our newsletter. Sometimes there is a nice discount code included! If you want to use the code, you can do so under the overview of your shopping cart. Enter the code in the field 'Discount code'. The discount will be deducted immediately!

You decide the shipping method. We offer the cheapest shipping option that fits the product free of charge from € 25.00 for shipping within the Netherlands. So if a product fits through the letterbox, we will send it by letter post. However, if you prefer to receive it by parcel post with Track & Trace, you can of course choose this option, but then the shipping costs will be at your expense. We automatically ship to foreign addresses using parcel post. You will see this automatically when you choose the shipping method, mailbox post is only mentioned if it is really possible in terms of weight, size and delivery address of the order.

If something went wrong with your order, please e-mail us immediately. If a product has been damaged during transport, please email us a picture as well so we can see that there is damage. We will always solve this quickly and neatly with you! In case you have ordered the wrong product, we will explain what you have to do to exchange the product (the shipping costs for returning the product are for your own account), as stated in our General Terms and Conditions. The only condition is that the product has not been used! And make sure that you always report these kinds of cases quickly; if you only report a damage one month after purchase, we can no longer judge whether the damage occurred during transport or afterwards. This makes it unnecessarily difficult to assess. So if something is wrong, let us know immediately!

We do not have a physical shop, pick-up location or reception area, so unfortunately you cannot visit us.

This ensures you that we really are an online make-up shop, that we comply with and have been tested on the most important Dutch laws, that there are multiple ways to contact us, that you can view customer reviews, that our Terms and Conditions are in order and that you can contact WebwinkelKeur for dispute mediation. WebwinkelKeur regularly inspects our shop, so you can be sure that we comply with all laws for online shops. 

Everyone who places an order in our webshop, receives an invitation to give feedback about our webshop, a few days after the order was placed. You can give your feedback anonymously, but you can also choose to add your name. If you add your name, you will always receive a response from us (e.g. to thank you for the nice feedback). We really appreciate it when our customers give feedback, because it can help other (new) customers form an image of our company and our products. If there is a problem with your order or if you are not satisfied in any other way, we hope of course that you will just e-mail us about it as soon as possible and that you will not wait until you receive an invitation for feedback. If something is not going well, we would like to hear from you as soon as possible so that we can see how we can solve the problem.

The Data Protection Act stipulates that your personal data may only be used if you give your consent. When ordering products, several personal data are requested to be able to send you the products. Unity Cosmetics Europe B.V. requests this information for the specific purpose of shipping the products. Your data will not be passed on to other parties.
Only if you've given Unity Cosmetics. permission to use your email address for newsletters and promotions, your email address is used for this purpose. Of course you can always unsubscribe from a newsletter (each newsletter contains an unsubscribe link). In addition, your data will be stored in our database as soon as you create an account. If at any time you would like to have all your data removed from our database, please e-mail us and we will arrange this without further questions. You can read more about the privacy of your data in our Privacy Policy. 

In the unlikely event that you are not satisfied with a delivered product, you can return this product within 14 days of receipt. You can only return a product if it is unused and intact. Testers can never be returned. If you wish to return a product, please contact us at [email protected]. You will then receive further instructions on how to return the products. You can also use the return option within your account. Once we have received the product in undamaged condition, we will transfer the purchase price as stated on the invoice minus any shipping costs to an account number provided by you in accordance with our Terms and Conditions within 14 days. If we suspect that the product has been used, or if we see that the product is damaged for any reason, we reserve the right not to refund a returned product. So always contact us in advance to avoid any disappointment!

We do everything we can to keep our customers satisfied. And if something does go wrong, we always try to solve it reasonably and to everyone's satisfaction. However, sometimes a situation can arise that cannot be resolved to everyone's satisfaction. And that can mean that you have a complaint. If you do not succeed with us, you can submit your complaint to Webwinkelkeur. They take your complaint in treatment and will make a decision. We solve possible complaints as soon as possible, within reason, so that everyone feels good. We try to treat our customers as we ourselves would like to be treated. This starts even before an order is placed, by clearly communicating the product, the expected delivery date, ample payment options and updates on the processing and shipment of an order. Because only when our customers are happy and satisfied, so are we!