FAQ's

Find the answers you are looking for below or email us if you still have a question.

MY ORDER JUST SHIPPED, BUT MY TRACKING LINK ISN’T WORKING OR IT DOESN’T SHOW ANY PROGRESS

Let us know if this happens and we will send you a new tracking link, or otherwise help you get any additional info on your shipment that we can! 

MY ORDER IS MISSING AN ITEM OR HAS AN INCORRECT ITEM

We’re sorry and don’t worry, we will take care of it! Just email us colorlabs@orlybeauty.com and we will make it right. Please make sure you include your order number and email address associated with the order, so we can help you out quickly.

HOW LONG DOES THE DELIVERY TAKE?

3-10 days once you receive your shipping notification. 

HOW MUCH DOES SHIPPING COST?

 $5 flat rate anywhere in the US for orders under $30, free shipping on all orders over $30.

MY ORDER WAS DAMAGED DURING SHIPPING

We will happily replace any damaged products you receive, just send us photos of which ones need replacing. 

CAN I RETURN MY ORDER?

Custom colors cannot be returned since they are a custom product, but if you are dissatisfied with your color, reach out to us and we will help find a solution.

I CHOSE MIX & SHIP DURING CHECK OUT, HOW LONG DOES IT TAKE FOR ME TO RECEIVE MY ORDER?

It usually takes about 7-10 days to receive your color(s), shipping time can cause that to vary.

I HAVEN'T RECEIVED A LINK TO THE ZOOM SCHEDULE

Check your confirmation email, it should have the link in that email. If you still cannot find it, take a look at the virtual zoom schedule here

I HAVE A GROUPON VOUCHER, CAN I USE IT FOR A VIRTUAL SESSION?

Unfortunately not, Groupon vouchers can only be redeemed in-person, at our store location. Book an appointment here. If you have additional questions, feel free to email us colorlabs@orlybeauty.com

MY FRIEND DIDN'T RECEIVE A GIFT CARD I SENT, HOW CAN WE GET IT?

Please reach out to colorlabs@orlybeauty.com with your name and order number and we will do the best we can to find and resend the gift card you purchased.

I WANT TO ADD SHIMMERS TO MY COLORS, HOW DO I DO THAT?

Set up a zoom call with us. During that virtual mixing session you can add shimmers and pearls and also change the name of the colors if you need to.

DO YOU SHIP INTERNATIONALLY?

Unfortunately we only ship within the US currently, though we hope to open more areas of availability soon. Products on orlybeauty.com can, however, be shipped to Canada!