FAQs

When will I receive my order?
Please note that orders may take up to 48 hours to process in our warehouse before shipping. Therefore, orders with standard delivery may take from 3 – 5 business days to arrive. For more information regarding delivery, please click HERE.
Do you have limits on how much product I can order?
There is a maximum of 10 items per shade in order to give everyone a chance to grab their makeup bag must-haves!
Why is my order on hold?
You may be contacted via email for verification as all orders are subject to review. The sooner you get back to us, the sooner we can ship your order.
What do I do if I receive an order with broken or missing products?
Whilst every effort is made to ensure your order arrives in one piece sometimes accidents can happen and we sincerely apologise. Please get in touch with our Customer Care team either via our Contact Us form or call us on 0800 234 6567 – we’d be delighted to assist.
How can I update my order?
Once an order has begun processing, we are unable to make any changes to it. This includes updates to delivery information as well as product selections. Please be sure to carefully review your order before submitting it.
How do I cancel an order?
Please call customer service immediately on 0800 234 6567. Please note we send orders as quickly as possible and cannot guarantee cancellation. If the order has already been fulfilled, we will not be able to cancel it. You will have to request a return or refuse the package at delivery to receive a refund upon its return to our warehouse.
What is your returns policy?
We want you to be satisfied with your purchase. You may return or exchange NYX Professional Makeup products for a full refund, within 14 days of receiving your order providing the goods are in their original packaging and in a saleable condition. Our returns policy must be adhered to.

For more information on our return policy, click here.
Can I return products to you that I purchased in stored?
No, we only process returns for products purchased online at NYXcosmetics.co.uk. If your goods we’re purchased from one of our re-sellers you will need to contact them directly.

For more information on our returns policy, click here.
Do you ship internationally?
NYXcosmetics.co.uk does not ship internationally or to the Republic of Ireland. A list of our other regional websites can be found below:

United States - www.nyxcosmetics.com
France – www.nyxcosmetics.fr
Spain – www.nyxcosmetics.es
Germany – www.nyxcosmetics.de
Italy – www.nyxcosmetics.it
Spain – www.nyxcosmetics.es
Can I use an international credit card to order?
PayPal is the preferred method of payment when placing orders from abroad, credit cards from certain countries may experience difficulties processing. Please note we do not ship internationally so the order would need to be for delivery in the United Kingdom.
How do I sharpen your Jumbo Eye & Lip Pencils?
Please note the Jumbo Eye and Lip Pencils are not retractable. They are made out of a PVC material that can be sharpened with a sharpener that has an opening for a large pencil. You can purchase our Sharpener here. Please watch this tutorial for tips on how to sharpen your Jumbo Pencil
When will a specific item be back in stock?
We do not have specific restock dates for products. You can request to be updated when an item returns to stock by clicking the ‘Get Notified when it’s back in!’ button from the product page. Alternatively you can sign up for our e-mail newsletter and be notified.
Are your products cruelty free?
NYX Professional Makeup is certified and acknowledged by organisations, such as PETA, as a cruelty-free brand. We are committed to producing 100% cruelty-free cosmetics. We do not test any of our products on animals.
Can I purchase a specific shade from a palette individually?
We often do not sell a shade in a palette separately as they are specialty formulations created exclusively for our palettes. There may not be an exact match in our single lines, but you may be able to find a similar shade from one of our eyeshadow singles here!
How do I apply to become a NYX Professional Makeup PRO?
Please review the application and requirements for the Pro program here.
Where can I find NYX Professional Makeup products in-store?
Check here to find an authorised retailer near you.
What if I didn’t receive my tracking email?
First, check your Spam/Junk folder. If you still cannot locate your tracking information, please contact customer service here or via 0800 234 6567.
What do I do if tracking says my package was delivered, but I never received it?
For Standard deliveries, contact Royal Mail on 03457 740 740.

For Next working day deliveries, contact DPD on 0121 275 0500 or 08445 560 560.

If you have any further issues, please contact US here or on 0800 234 6567.
What do I do if my login/username/password is not working?
In the first instance please check that you are using the correct email address registered with us. If you are still having difficulties please try resetting your password using the ‘Rest your password’ link. If you are still experiencing issues please contact customer service here or on 0800 234 6567 for assistance.