At IPSY, your satisfaction is our top priority. If something’s not quite right, we’re here to help with a smooth and easy solution.
Replacement Policy
We provide a free replacement for products that are damaged in transit, defective, or missing. This policy covers you up to 45 days from the shipment date.
Missing Items?
Before reaching out, check a few things first:
- Look inside the mailer or box. Larger items are sometimes packed outside the makeup bag, and smaller items can get lost in the packing material.
- Check your inbox for multiple tracking emails. Part of your order may still be in transit.
Some orders ship in more than one package because certain items have shipping restrictions (like aerosols, fragrances, or nail polish), or because items are shipping from different warehouses. If this applies to your order, you'll get a separate shipping confirmation as each package leaves our warehouse, with a note in your tracking email letting you know more than one shipment is on the way.
Product Spilled on Your Bag?
If a product spilled or leaked onto your bag, try washing it before requesting a replacement:
Empty the bag completely and rinse off any product residue in the sink.
- Place the bag in a mesh laundry bag or a clean pillowcase, tied loosely at the top
- Wash on a delicate cycle with cold water and a mild detergent
- Air-dry flat
If the bag is stained or damaged after washing, snap a quick picture and send it our way!
How to Request a Replacement
Still missing something, or received a damaged or defective item? Click the pink question mark or the "Ask the Glam Bot" button at the bottom of the page to start your request.