FAQ

Hours of Operation

Our customer care team is available Monday-Friday: 9-6PM EST, excluding public holidays.

Contact Us

Retail partnerships - sales@westman-atelier.com.

Press opportunity - contact@westman-atelier.com.

Social media collaborations - social@westman-atelier.com.

Career opportunities - You can view all available vacancies on our Careers page. Remember to check back often as our team is rapidly growing!

Consciously Crafted Beauty

As part of our company mission, Westman Atelier is committed to including as many clean ingredients as possible while maintaining the highest performance in luxury makeup. We're also committed to being completely transparent about what's in our formulas. Our line currently meets the European Union's rigorous standards for clean beauty. We strive to be as absolutely natural as we can be—but we want our products to work. If a synthetic ingredient is necessary in a specific instance, we make sure that it's safety vetted and approved.

Our Sustainable Approach

• 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. Please see here to read more.

• How do I recycle my products?

  We are members of Pact Collective. Pact is a collective of beauty industry stakeholders taking responsibility for the impacts of our packaging. Pact has two main goals: to collect and recycle beauty packaging and educate beauty industry stakeholders on how to build more sustainable packaging.

  Step 1: Order your return label here: here.

  Step 2: Gather your clean & empty makeup packages. Full guidelines: here.

  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?

  We do not test on animals during any stage of product development.

Product Information

• Help! Who can I reach out to for product recommendations?

  If you need any help on product selection, you can contact our Customer Care Team through email at care@westman-atelier.com or schedule a free 20 minute video call with our Clean Beauty Concierge. Book your free appointment here.

• Do you offer samples?

  Great question! At this time, samples are available on your cart page before checkout. Unfortunately, samples cannot be sent out individually at this time. However, you can use our Store Locator to find one of our retail partners near you!

• Where can I see/purchase your products in person?

  Please visit our Store Locator page for a complete listing of all physical stores that carry our products.

Billing

• 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.

• What forms of payment do you accept?

  We accept all major credit cards – Visa, American Express, MasterCard, and Discover as well as PayPal, AmazonPay, and Klarna.

Holiday Shipping and Returns

• Holiday Information

  Order early, stress less.
  
  To guarantee the arrival of your gifts by December 24th, we suggest placing your order by 12pm EST on the following dates:
  
  December 11th for International Shipping
  
  December 14th for US Ground Shipping
  
  December 19th for US Express Shipping
  
  We completely understand and always want our customers to be 100% satisfied with their purchase. With this in mind, we proudly offer free returns and free exchanges via Loop. If a gift or online order from Westman Atelier doesn't meet your expectations, please return the unused or gently used products within 60 days for a refund or an exchange.Please note, we cannot accept returns purchased from other locations or websites.
  
  

Orders and Shipping

• Can I update or cancel my order?

  We are not able to cancel orders once they have been placed on the website. However, we do offer free returns on all orders should you decide you no longer want your purchase after receiving.

• 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 also include a picture of the damaged items.

• What should I do if I received 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.

• 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. We do not currently support APO/FPO/DPO and PO Box address shipping.

• How is my order shipped to me?

  All standard domestic orders are shipped via FedEx ground shipping and typically take 3-7 business days for delivery. If you opted for Second Day shipping, 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.

Returns and Exchanges

• 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 via Loop. If you receive products from Westman Atelier online 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 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. If you choose 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 return processor, 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, 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 Here.
  
  If you don’t have the gift order number, please email us at Care@wesman-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.

• What should I do if I receive the wrong product?

  Please reach out to our Customer Care Team at Care@westman-atelier. One of our team members will be happy to assist!

• Can I return one item from my bundle purchase?

  At this time, we do not accept partial returns. We appreciate your understanding!

International Orders

• 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. Your shipping fees charged at checkout are calculated by distance and weight of your order.

  • FLAT RATE SHIPPING DHL EXPRESS
  • UK - £10
  • EU - £10
  • AU - A$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 DHL Standard.

• 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 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 contact your local customs office with return paperwork copies.

• 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 soon!

• 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.

• What payment methods do you accept?

  We accept all major debit and credit cards such as Visa, MasterCard, American Express and other payment methods such as PayPal.

• 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.

Pro Makeup 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. You will receive a 30% discount code that is only valid on Westman-Atelier.com and will apply to all products with the exception of exclusives, limited edition, collaborations, accessories, bundles, gift sets, and e-cards. In addition to your membership, you will have early access to new product launches and education team events. Due to the excitement of the new program, it will take up to 6 weeks for applications to be reviewed. Once accepted, you will receive a confirmation email.

  At this time, the Pro Makeup Artistry Program is only available for US professional makeup artists only. Each member may only use one US shipping address. Kindly note, we do not currently support APO/FPO/DPO and PO Box address shipping and plan to add this to our services. We also hope to expand this experience to our international customers soon!

• 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, your discount is not valid at our retail partners.

• Is there an annual fee?

  There are no annual fees to join the Westman Atelier Pro Makeup Artistry Program.

• I’m a student - do I qualify?

  At this time, students are not eligible to join the Professional 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 can 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.

• Do other promo/discount codes apply?

  Makeup Artist Discounts cannot be combined with any other promotions or discounts.

• Do I pay for shipping?

  We offer free domestic ground shipping on all orders. Orders are processed by our warehouse Monday-Friday with the exception of holidays from 8am-5pm and ship within 48 hours. All standard orders are shipped via FedEx ground shipping and typically take 3-7 business days for delivery. Express shipping typically takes 2-3 business days. Kindly note, we do not offer overnight shipping at this time but hope to expand this option in the future. Please note, discount and promo codes do not apply to any shipping costs.

• 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. Once your application is approved, you’ll receive a unique code to apply your discount at checkout.

• Is membership available in all countries?

  Our Westman Atelier Pro Artistry Program membership is only available for domestic partners only. Stay tuned for future updates!

• Does my discount apply to all products?

  The Pro Makeup Artistry Discount does not apply to Westman-Atelier.com exclusives, limited edition, collaborations, accessories, bundles, gift sets, and e-cards.

• 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 MUA 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.