FAQ

COVID19 UPDATE

  • 1. Is Westman Atelier still shipping orders during COVID19?

    We are actively fulfilling all orders as usual but there may be small delays with our shipping partners. If you have any questions, please feel free to reach out to us at care@westman-atelier.com.

Product Information

  • 1. Who can I contact for product advice?

    If you need any help on product selection, you can contact our Customer Care Team through email at care@westman-atelier.com or via Live Chat from our website Monday – Friday from 9am to 5pm EST.

  • 2. How can I choose the right foundation shade for me?

    Choosing a foundation shade online is hard. So we have teamed up with Findation to help make it easier. Click on the 'Find Your Shade' button on the Vital Skin page to get help on finding your Westman Atelier Vital Skin shade based on your previous foundation brands.

    You can also schedule a 10 minute online video consultation with a Westman Atelier clean beauty makeup artist for help choosing a shade or to get application tips.

    Or checkout our shade descriptions sheet for more color information on all products.

  • 3. Do I need a primer with the Vital Skin Foundation Stick?

    Standard primers have Silicones and Dimethicone, which we stay away from; therefore, we recommend that an appropriate moisturizer that suits your skin type be used as skin prep and act as a primer. There is an ingredient called Nylon-12 that is found in the Vital Skin Foundation Stick formulation that is fantastic because it adds flexibility to the formulation. Its main purpose is to help the product expand and contract with the skin so it does not highlight fine lines or wrinkles.

  • 4. Do you offer samples?

    We do not currently offer samples through our website. You can contact our Customer Care Team to receive more information on our formulation and color selections.

  • 5. How long can I keep my makeup products?

    The Period After Opening (PAO) is indicated on the bottom label of each product. The PAO symbol identifies the useful lifetime of a cosmetic product after its package has been opened for the first time.

  • 6. How should I store my products?

    As a general rule, makeup should be kept in a cool, dark place out of direct sunlight.  

  • 7. How often should I clean my makeup brushes?

    As a general rule, depending on how often you use them, makeup brushes should be cleaned once a week.

  • 8. What should I use to clean my makeup brushes?

    We recommend a clear brush cleaner (colored ones may dye the bristles) or clear soap and water. Dry your brushes quickly, do not bend them, and do not put them away when they are damp.

  • 9. What does "clean beauty" or "consciously crafted beauty" mean?

    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. In the case of microcrystalline wax, for instance, the ingredient is considered topically safe and currently has an EWG Skin Deep Cosmetics Database rating of 1. When creating our Vital Skin foundation, we also went to great measures to replace the silicones that are commonly found in many best-selling luxury foundations with skin-healthy, plant-derived options that deliver its uniquely buttery, blend-able, comforting texture. Our promise is to constantly review, research, and reassess our ingredient list as new information comes to light. That means we’re always learning and evolving as a brand. With green chemistry continuing to break uncharted ground, our goal is to replace the synthetics in our formulas with natural high-performance alternatives as they come to market. We vow to do our utmost and very best to develop each and every Westman Atelier product with integrity and the best raw materials available.

  • 10. How are ingredients selected?

    Gucci Westman says it best: “As a makeup artist, the skin is really at the beginning and the end of everything that I do. I wanted to make clean products that would also meet my standards in terms of result, so I took a “skincare” approach to the formulation, utilizing plant-derived ingredients and oils, for products ‘absolutely as clean as they can be at this minute’. Our ingredient selection is an intimate, thorough and thoughtful curation with the best and most efficacious ingredients, which respect the skin without compromising on performance. We refuse to compromise or lose out on innovation.” 

  • 11. Where are your products made?

    Our makeup products are all made in Italy and our brushes are made in Japan.

  • 12. Do you do any animal testing?

    None of our products are tested on animals.  

  • 13. Are your products vegan?

    Our products are vegan except for: Super Loaded Tinted Highlighter and Eye Love You Mascara that contain beeswax and Baby Cheeks Blush Stick in Chouchette and Super Loaded in Peau de Soleil that contain Carmine.  

  • 14. Are you launching new products?

    We are always exploring new products and have planned launches throughout the year. Sign up for our emails to stay up to date on when new products are added to our collection. 

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

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

  • 16. Is your packaging environmentally conscious/sustainable?

    We have partnered with Environmental Packaging International (EPI) for consulting and tracking of our carbon footprint to continuously improve the recyclability of our products and reduce the impact to the environment. We, along with the collective cosmetic industry, are in constant search of performance-driven, sustainable materials, including use of bio-based and recycled materials. All of our secondary packaging is recyclable. We use Invercote board for our folding cartons which has one of the lowest carbon footprints of any paperboard available. Our boxes, brush boxes, and shopping bags are made from recycled content.

    We have teamed up with Offset to calculate the carbon footprint of our ecommerce order shipments and then donate monthly to the Jarí Para REDD+ Avoided Unplanned Deforestation project in the Amazon Rainforest.

     

Orders and Shipping

  • 1. Can I update or cancel my order?

    We are not able to cancel orders once they have been placed on the website. You can, however, contact our Customer Care team to request a complementary return once you have received your order.

  • 2. 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.

  • 3. 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.

  • 4. Where does Westman Atelier ship?

    Westman Atelier online orders are shipped to locations within the US only at this time. Please sign up for our emails to receive news of when we expand our international shipping options.

  • 5. What are the shipping options?

    We offer Free Ground shipping on all online orders. We also offer Second Day shipping for $15 per order. Second Day 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 and plan to add this to our services. See our Shipping and Returns page for more details.

  • 6. How is my order shipped to me?

    All standard 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.

  • 7. 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.

  • 8. Do you have promotions or sales?

    Promotions and sales are not publicized ahead of time. Sign up for our emails to stay up to date on when we launch special offers on the site.

Billing

  • 1. 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.

  • 2. What forms of payment do you accept?

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

Returns and Exchanges

  • 1. What is the returns and exchanges policy?

    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. We accept returns free of charge.

    We cannot accept returns purchased from other locations or websites.

    Exchanges are not supported at this time.

  • 2. How do I return an order?

    To request a return: email care@westman-atelier.com with the following information so that we can process your return and send you a pre-paid return label as quickly as possible.

    a. Order Number
    b. Items to be Returned
    c. Date of Order
    d. Your Full Name
    e. Your Full Address

    A Westman Atelier Customer Care agent will contact you within 2 business days with your pre-paid return label.

    Pack your products into a box with the original packing slip and affix the pre-paid returns label to the front before dropping off at your local FedEx store for shipment.

  • 3. How long does it take to process a return?

    Please allow up to 14 business days for returns processing once your return has been received at the warehouse.

Contact Us

  • 1. How can I contact the Westman Atelier team?

    If you have any questions, please email us at care@westman-atelier.com or reach out via Live Chat from our website Monday – Friday from 9am to 5pm EST. Or send physical mail to: 135 Central Park West, New York, NY, 10022

  • 2. How can I sell Westman Atelier in my store?

    If you would like to become a Westman Atelier retailer, please email us at sales@westman-atelier.com.

  • 3. Who should I contact about a press opportunity?

    If you would like to discuss a press opportunity, please email us at contact@westman-atelier.com.

  • 4. How can I work at Westman Atelier?

    If you would like to discuss a job opportunity, please email your resume and cover letter to contact@westman-atelier.com.

  • 5. Who should I contact for social media collaborations? Does Westman Atelier have an influence or brand ambassador program?

    If you would like to discuss a social media collaboration, please email social@westman-atelier.com.