FAQ

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 schedule a 10 minute video call with our Clean Beauty Concierge. Book your free appointment here: https://westman-atelier.com/pages/clean-beauty-consultation.

• 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; Baby Cheeks Blush Stick in Chouchette and Bichette and Super Loaded in Peau de Soleil and Squeaky Clean Liquid Lip Balm and Face Trace in Truffle and Ganache 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.

   

• 17. How can I recycle my used products?

  We are members of Pact Collective, a group 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. You can send in your empty beauty containers by following the instructions here: https://pact-collective.myshopify.com/products/mailback-westmanatelier

   

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. However, we do offer free returns on all orders should you decide you no longer want your purchase after receiving.

• 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?

  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.

• 5. What are the shipping options?

  We offer Free Ground shipping on all domestic orders. We also offer express shipping, which delivers within 2-3 business days, for $10 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.

• 6. 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. All orders placed after 1pm EST will not be processed by our warehouse team until the following business day.

• 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 announced ahead of time. Sign up for our emails to stay up to date on when we launch special offers on the site.

   

• 9. Is my order shipment carbon neutral?

  All Westman-Atelier.com orders are carbon neutral and powered by Shopify Planet. Through Planet we are able to support some of the most promising climate solutions on Earth, groundbreaking technologies that remove carbon for a minimum of 1,000 years. Each project has been vetted by the Shopify Sustainability Fund, which has committed more than $30 million to these same projects.

International Shipping

• 1. How long will it take for an international order to process and to dispatch?

  Please allow 3-4 business days for your order to process before you receive your tracking information. Once your order ships, you will receive your tracking number via email.

• 2. Why is my package going to Saddle Brook, New Jersey?

  Your order will first travel to our FedEx Cross Border facility in New Jersey. Once your order leaves this shipping facility and is headed to its final destination (to you!), you will receive tracking details.

• 3. I live outside of the United States. How do I initiate a return?

  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 to allow you to ship the item back to the United States.

• 4. Do you offer free shipping or free returns?

  Yes, we offer free returns! However, we do not offer free shipping at this time. Instead the shipping fees charged at checkout are calculated by distance and weight of your order.

• 5. 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.

• 6. Are there any product restrictions?

  If you have something in your cart that is restricted from shipping to your country, it will be flagged at checkout. You will have the option to remove the item before placing your order.

• 7. Why can’t I use my gift card at checkout?

  Unfortunately, discount codes and/or e-gift card codes are not applicable at international checkout. We are working diligently to improve this experience soon!

   

Referral Program

• 1. What is the Westman Atelier Referral Program?

  Refer a Friend is our referral program that allows you to share a code with friends or family. Introduce a friend and you'll both receive $20 off their first order of $150+! Upon their redemption, you will also receive $20 off your next order.

• 2. How do I refer a friend?

  Please refer a friend by sending them a unique referral link to send their offer of $20 off their first purchase of $150 or more. Please note this discount excludes any shipping fees or taxes due at checkout.

• 3. Which of my friends are eligible for referral?

  Only new customers are eligible for this promotion. Additionally, only customer located within the United States are eligible for this offer at this time. We hope to expand this offer to our international customers in the future.

• 4. What conditions must referrals complete for me to earn the reward?

  Referees must be new customers to Westman-Atelier.com. Orders must be $150 or more excluding shipping, taxes, and returns. Please note that each code is single-use and can only be used once. Codes cannot be combined with other offers and cannot be used on e-gift cards.

• 5. I’ve been referred by a friend but cannot locate my discount code.

  By clicking through your referral link or email, a pop-up window will appear on the homepage detailing your unique code. Use this code at checkout to receive the discount.

  
  If you have issues finding your code, please reach out to our Customer Care team: care@westman-atelier.com.

• 6. Where am I allowed to share my referral code?

  You may share each unique referral link to friends and family individually via email, Twitter, WhatsApp, Facebook Messenger, or direct link.

  Please note that any referral links posted on any social media profile will not be honored. We reserve the right to end, pause, or disable the program at any time. Please refer to our full Terms & Conditions.

• 7. Is there a limit to the number of people I can refer?

  There is no limit to the number of people you may refer. However, only one discount code or referral reward may be applied to an order at a time.

• 8. Are there items that are not eligible for this promotion?

  E-gift cards are not eligible for this offer.

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, AmazonPay, and Klarna.

• • • 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.
        
        

      • 2. How do I return an order?

        It’s easy! To request a return visit our Returns portal and we will guide you from there.

      • 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.

      • 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?

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

      • 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.