Customer Service

FAQs
Contact Us
FAQs
Brand & Product Info Orders & Shipping Returns & Exchanges Pro Artistry Program Loyalty Program Subscriptions
Privacy Policy Terms & Conditions Accessibility

FAQ

HOLIDAY SHOPPING INFORMATION

HOLIDAY DELIVERY
Our fulfillment team is working diligently to ensure your orders arrive on time, beautifully packed, and ready to gift.

Please note that during this busy period, it may take up to 4-7 business days before orders are dispatched from our warehouse facility.

For the best chance of your gifts arriving by December 24th, we recommend placing your orders according to the timelines detailed below.

United States (48 mainland)
- With Express Shipping: Order by 12pm EST on December 18, 2024

United States (Alaska, Hawaii, US Territories, and APO Addresses)
- With Express Shipping: Order by 12pm EST on December 15, 2024

International
- Order by 12pm EST on December 11, 2024, and select the shipping method according to the shown estimated arrival date

Please note that these delivery deadlines are only estimates. Unforeseen circumstances including Inclement weather and personnel restraints of our shipping partners may delay your order.

Looking for a last-minute gift? Schedule a Westman-Atelier.com E-Gift Card for digital delivery!
GIFT RETURNS & EXCHANGE POLICY
Just for the holiday season, we’ve extended our returns window. Purchases made between November 1st and December 25th, 2024 are eligible for complimentary returns through January 31, 2025. All other terms and conditions of our Returns Policy apply.

Brand & Product Info

Our Products

Help! Who can I reach out to for product recommendations?
If you need any help with a product selection, we'd love to help! You can contact our Customer Care Team through email at care@westman-atelier.com or meet with one of our Clean Beauty Concierge makeup artists virtually. Schedule a complimentary 20 minute video session here.
Do you offer samples?
Great question! You may select two complimentary samples on the cart page before completing checkout. Unfortunately, samples cannot be sent out individually.
Where can I see/purchase your products in person?
Please visit our Store Locator for a complete listing of all physical stores that carry our products.

Our Philosophy

Is your packaging environmentally conscious and recyclable?
Westman Atelier's ongoing mission is to craft clean, safe, impactful products that are good for you and the planet. We are in constant search for performance-driven sustainable materials. We collaborate with the most innovative labs, artisans, and technologies to reduce our environmental footprint. We're not perfect, but we are 100% committed to making sustainable choices whenever and wherever possible within our clean beauty packaging. Learn more.
How do I recycle my products?
We are proud members of Pact Collective. Pact is a collective of beauty industry stakeholders taking responsibility for the impacts of our packaging.
In partnership with Pact, we're making it easy for you to recycle these hard-to-recycle beauty products. Here's how:
Step 1: Order your shipping label here.
Step 2: Gather your clean & empty makeup packages. Please review Pact's guidelines on how to properly clean your recyclables.
Step 3: Drop off your package with the label in a mailbox or a US Post Office and you're all set!
Do you do any animal testing?
No, we do not test on animals during any stage of product development.

Get in touch

I want to work with Westman Atelier. Who should I contact?
Wholesale partnerships: sales@westman-atelier.com
Press opportunity: contact@westman-atelier.com
Social media collaborations: social@westman-atelier.com
Is Westman Atelier hiring?
You can view all available vacancies on our Careers page. Remember to check back often as our team is rapidly growing!
How to contact our Westman Atelier Customer Care Team
Our Customer Care Team is available Monday-Friday: 9-6PM EST, excluding public holidays. Email care@westman-atelier.com or submit your inquiry directly via the Contact Us form. We look forward to hearing from you!

Orders & Shipping

US Customers

What forms of payment do you accept?
We accept all major credit cards – Visa, American Express, MasterCard, and Discover as well as PayPal, AmazonPay, ShopPay, and Klarna.
When will my credit card be charged?
We will place an authorization on your credit card once your order is confirmed and will settle the final amount on your credit card once your product has shipped from our warehouse.
Can I update or cancel my order?
We are unable to cancel orders once they have been placed on the website. However, we offer free returns on all orders should you decide you no longer want your purchase after receiving it.
What if my order arrives damaged?
If your order arrives faulty or damaged prior to opening, please retain the box, packing materials, and items inside and contact us at care@westman-atelier.com within 48 hours of receiving your order. If you are able, please include a picture of the damaged items.
What should I do if I receive the wrong product?
If you receive an incorrect product, please retain the box, packing materials, and items inside and contact us at care@westman-atelier.com within 48 hours of receiving your order.
Where does Westman Atelier ship?
We are always looking to expand into new regions. Please refer to the flag on the navigation bar to select your country. Please sign up for our emails to receive news of when we expand our international shipping options. Just a heads up – if you decide to use a package forwarding company to send your order outside of the United States, Westman Atelier is not responsible for any damage, defects, or losses that might happen. Unfortunately, we can't provide replacements or refunds for items reported missing or damaged if we suspect they've been delivered to a package forwarding company. Thank you for your understanding!
What are the shipping options?
We offer free ground shipping on all domestic orders as well as 2-3 business day express shipping for $10 per order. Express shipping is not available for orders being shipped to U.S. territories and to some locations in Alaska and Hawaii.
How is my order shipped to me?
All standard domestic orders are shipped via FedEx Ground Economy shipping and typically take 2-7 business days for delivery. If you opted for express service, your order will ship via FedEx Priority Mail.
How can I track my order shipment?
You can track your shipment by clicking on the tracking number provided in your shipment confirmation email. You can also find your shipment tracking number on the My Account > Orders page of our website if you are both logged in and had an active account at the time of purchase.

International Customers

Which countries do you ship to?
Please click on the flag icon in the menu at the top of the page and select your country. Kindly note, some regions have certain restrictions. If your country is not listed, then it is likely that we cannot ship there at this time. If you don't see your country listed, please use our Store Locator to find a retail partner near you. You can also reach our Customer Care team at care@westman-atelier.com and we'll be happy to confirm a stockist in your area.
How long will it take for an international order to process and to dispatch?
Please allow 3-5 business days for your order to process before you receive your tracking information via email. Kindly note, DHL can take 48 hours to update information on your tracking details. Once your order ships, you will receive your tracking number via email. You can also find your tracking information directly on your Westman Atelier account.
What are my shipping options?
Your order will travel via DHL.
FLAT RATE SHIPPING DHL EXPRESS
UK - £10
EU - £10
AU - AUS$15
CA - CAD$10
If you are located outside of these regions, your shipping cost will be calculated at checkout. Please note, Spain, Italy, Greece and Mexico will ship via DHL Standard.
Are tax and duties included?
Your tax and duties are listed at checkout. We advise that you check the import charges applicable in any country before ordering products to be delivered there. Duties and taxes are calculated based on the items ordered, shipment destination, and the value of the purchase. If duties and taxes are charged at checkout, they will appear as a separate line item if they are not already included in the product price. ​Some countries require duties and taxes to be paid upon delivery and they will be the customer's responsibility. ​It will be noted at checkout for full transparency before you order.
What do I do if I receive a damaged or incorrect product?
If you receive a damaged or incorrect product, please contact our team at care@westman-atelier.com with a picture of the product and your order number. We'll be happy to replace your product right away!
Why can't I use my gift card?
Unfortunately, e-gift card codes are not applicable at international checkout. We are working diligently to improve this experience.
Can I cancel my order?
Please contact care@westman-atelier.com and one of our team members will be happy to help! Please note, due to fulfillment time, we can not guarantee your order will be canceled. If your order can't be canceled, we will be happy to provide you with a prepaid return label.
Who do I contact if I need a copy of my invoice?
Please reach out to our team at care@westman-atelier.com We'll be happy to provide you with a copy.
I see a duplicate charge on my statement.
Our system only allows one payment to be taken per order. Any pending charges should reverse from your statement as soon as your order is processed successfully. If you accidentally placed two orders, please reach out to us with your order number at care@westman-atelier.com.

Returns & Exchanges

US Customers

What is the returns policy?
We completely understand and always want our customers to be 100% satisfied with their purchase. With this in mind, we proudly offer free returns. If you receive products from Westman-Atelier.com that do not meet your expectations, please return the unused or gently used products within 30 days of purchase for a full refund. Please note, we cannot accept returns purchased from other retail locations or websites.
Do you offer exchanges?
Yes! When initiating your return, you will be given the option to choose a regular exchange or an instant exchange. With an instant exchange you’ll be able to place a new order right away. First, you’ll be prompted to add your credit card details to purchase a different item. Our returns partner, Loop, will create a hold on your card for the full return value. If the return item has not been marked as "in-transit" within 30 days, you will be charged for the product. Please note that you will be sent a reminder via email to return your products.
How do I return an order?
It’s easy! To initiate a return or exchange, please visit our Returns Portal and we will guide you from there. Please have your order number and zip code ready.
Can I return a product I received as a gift?
If you were gifted a Westman Atelier product that doesn’t meet your expectations, you can return your products for store credit only. Upon initiating your return, please select Start Gift Return. If you don’t have the gift order number, please email us at care@westman-atelier.com and provide us with the first and last name, email address, and the products you’d like to return or exchange. Kindly note, the gifter will not be notified of this return.
How long does it take to process a return?
Please allow up to 14 business days for your return to be received by our warehouse. Once your return is processed, we will issue your refund right away. Please allow 3-5 business days for the funds to reflect on your statement.
Do you offer Store Credit/Return Credit?
Upon creating your return, you will have the option to choose store credit. Your store credit will be issued in the form of a gift card for you to use towards your next purchase.
Can I return one item from my bundle purchase?
At this time, we do not accept partial returns. We appreciate your understanding!

International Customers

I live outside of the United States. How do I initiate a return? Are returns free?
We always want our customers to be 100% satisfied with their purchase. With this in mind, we proudly offer free returns. Please contact us at care@westman-atelier.com and we will be happy to issue you a prepaid return label that will allow you to ship the item back to the United States. Please note that your refund will be processed within 3-5 business days once it is received by our warehouse.
Additionally, shipping costs paid at the time of placing the order won't be refunded. Prepaid duties and taxes are non-refundable and collected by your local customs authority. Only the order recipient can claim these fees back. We kindly ask you that contact your local customs office with return paperwork copies.

Pro Artistry Program

What is the Westman Atelier Pro Makeup Artistry Program?
The Westman Atelier Pro Makeup Artistry Program is an exclusive membership for professional makeup artists. Approved members receive a 30% discount on Westman-Atelier.com to the full collection with the exception of exclusives, limited editions, collaborations, accessories, bundles, gift sets, and e-cards.
In addition to your membership, you will have early access to new product launches and events hosted by our Education Team.
It may take up to 6 weeks for your application to be reviewed. Once accepted, you will receive a confirmation email welcoming you into the program.
Is there an annual fee?
There are no annual fees to join the Westman Atelier Pro Makeup Artistry Program.
What are the qualifications?
The Pro Makeup Artistry Program is open only to accredited, licensed makeup artists. At this time aestheticians, hair stylists, fashion stylists, manicurists, costume designers, models, on-air talent/performers, beauty writers and influencers, directors, producers and photographers are not eligible for membership. We appreciate your understanding.
Is the The Pro Makeup Artistry Program
Students are not eligible to join the Pro Makeup Artistry Program but we hope to expand this option soon!
How long is my membership valid for? Do I need to renew my membership?
Your membership is valid for 2 years from the notification date of your successful application. You will be reminded of your expiry date every 2 years and asked to re-apply.
Is there an annual limit on how much I may purchase with my discount?
There is a value limit of $5,000 per calendar year. If you exceed the limit, the discount will no longer apply to the Products. Please note, you may purchase a maximum of three (3) identical skus at a time.
How can I use my discount?
Please create an account on Westman-Atelier.com using the same email address used for your application. You can then apply your discount code directly at checkout. Kindly note that your discount is not valid at our retail partners.
Makeup Artist discounts cannot be combined with any other offers.
I already have a Westman-Atelier.com account, can I still sign up for the Westman Atelier Makeup Artist Program?
Yes, you can apply! Your artistry account must be associated with your professional email address. If your application is approved, you’ll receive a unique code to apply your discount at checkout.
Can my discount be revoked?
Westman Atelier has the right to approve, deny or cancel membership at any time, and at our discretion. Products purchased through the Westman Atelier Pro Makeup Artistry Program are intended for the personal and professional use by our members only. If we suspect reselling activity, we reserve the right to revoke the discount and cancel your account.

Loyalty Program

How To Join
Click “Join Now” on the Loyalty Program page to get started. You will be directed to create a new account. There is no cost to joining, and you earn 15 points upon signing up.
How do the loyalty tiers work?
There are three tiers: Squeaky, Cheeky, and Vital. Each tier is based on your annual spend on Westman-Atelier.com. You will start to accumulate points and rewards the day you sign up and your annual spend will be calculated one year after your sign-up date.
How can I earn points?
Many actions will earn you points within our loyalty program and we are always adding new ways! View the complete list of ways to earn on our Atelier Insiders page.
How do I redeem points?
Once you have accumulated enough points to redeem a reward, you can simply select one reward from the dropdown menu at checkout. Remember that you’ll need to be logged into your Westman-Atelier.com account to see your available points. Points are only redeemable on Westman-Atelier.com.
What happens to my points when I make a return?
We hope you love every clean beauty purchase, but in the event you need to make a return, the points value of the returned product will be deducted from your balance.
How do I check my points balance?
Your balance is displayed on the “My Rewards” tab on your My Account page.
Do my points expire?
As long as you have an active Atelier Insiders account, your points will not expire. Your Atelier Insiders account will only be determined as inactive after there have been no changes to your point balance after 1 year.
When do new points post to my account?
In most cases you will see new points added to your account immediately after completing the points-eligible action. Points earned for placing an order may take up to 5-7 business days to add to your account. Orders must ship before the points earned are reflected in your account. At that time, the status of your order will update to “fulfilled” in your Order History and the respective points earned will be listed.
In other words, once your order is on its way to you, so are your newly earned points.
I left a review, why didn't I earn points?
In order to earn points in exchange for writing a product review, you must do so directly via the “Leave Us a Review” email sent to you ~2 weeks following your purchase. Once your review is verified and reflected on the site, your newly earned points will be listed with your Rewards History within your account.
If you left a review and are still not seeing your points, reach out to care@westman-atelier.com and we will look into the matter for you!
What is Priority Customer Care?
If you fall into the Cheeky or Vital tiers, you are eligible for Priority Customer Care which ensures you an even quicker response time when you reach out to our Customer Care Team. In the event that you need assistance, email care@westman-atelier.com and you’ll be the first in line to receive a reply.
Have Cheeky status? Don’t worry––our team is still on standby and happy to assist you with any inquiry you may have.
When does the $10 Refer A Friend credit post to my account?
Once your referral makes a successful purchase via the link you sent them, you will be notified via email that you have 350 new points available in your account. That’s equal to $10 USD!
How do I get my birthday gift?
On your birthday you will receive an email with all of the details of your birthday treat. The higher the tier, the juicier the treat.
Apply the provided discount code at checkout to redeem your exclusive treat. This offer must be redeemed within the month of receiving and cannot be combined with other promotion codes or point redemptions.
How can I get early access to products and promotions?
Members with Cheeky and Vital status will receive early access to new product releases and offers throughout the year. Keep an eye out in your email inbox!
Can I combine points with an additional promo code at checkout?
Unfortunately, no. Points and promotional codes are currently unable to be combined at checkout.
Can I join Atelier Insiders as an international customer?
Yes, but please note that all points for cash amounts are reflected in US Dollars on our site, no matter the region you reside or checkout in.
Will my tier status expire?
If you do not earn the points required to maintain your status within 12 months, your status will change to the relevant tier based on your spend. Once you have attained Cheeky or Vital Status, your status is valid for the next 12 months.

Subscriptions

How does the subscription program work?
By subscribing to your favorite products you’ll receive automatic deliveries on your preferred cadence plus save 10% and earn additional Atelier Insider loyalty points. Learn more about our subscription program here.
Can I return/exchange my subscription order?
Yes, of course! You can return your subscription product, just like any other order. Please refer to the Returns Portal or contact care@westman-atelier.com for help initiating a return.
Can I use a discount code on a subscription order?
Unfortunately, we are unable to apply additional discounts to a subscription order.
Which products are included in the subscription option?
Most products are eligible for recurring subscriptions. Custom sets, gift sets, makeup brushes, lifestyle items, limited edition shades and minis are excluded from this program.
How do I change, skip, or cancel my subscription order?
Log into your account on the My Account page and click “Manage Subscription.” Here you will be able to update:
Change shipping address
Change billing address
Change next charge date
Change frequency of the delivery schedule
Skip shipment
Update quantity
Add product
Edit payment method
Cancel subscription
Re-activate subscription
If you need additional assistance please contact care@westman-atelier.com.
What is the deadline to make changes to my subscription order?
All orders are processed at 12am EST on the scheduled order date. To modify your order, simply log into your account and click on subscription. Changes must be made prior to 11:59pm EST the day before your scheduled order date. We won't be able to modify or cancel any orders after this timeframe.
How do I edit my shipping address?
Log into your account on the My Account page → click manage your subscription → click on shipping → make your updates as needed. If you need additional assistance, please contact care@westman-atelier.com.
How often will my orders ship?
You have full control over the frequency in which you would like to receive your subscription! You can choose to receive your products every 1, 2, or 3 months.
How does billing work?
Your credit card will be charged on the order date selected when you signed up for your subscription.
If I change my next charge date, will it change my order frequency?
Changing your charge date and changing your order frequency are different actions. If you'd like to change both charge date and frequency, you will need to do so separately.
Are subscriptions available in all countries?
Subscriptions are only available for US customers at this time, but we hope to offer this service for international customers in the future. Stay tuned for updates!