Frequently Asked Questions | Supercilium Cosmetics

SUPPORT

How can you get in touch with us?

Email us at support@supercilium.com with all your questions. You can also use the chat functionality on our website. You can also send us a DM on Instagram. Whatever channel you prefer, our support team is happy to help you!

SHIPPING

Can I change the shipping address?

To change the shipping address after an order has been placed, we recommend contacting the carrier listed on your tracking email to request an address update or correction. If the order has been processed, unfortunately, the order will ship and cannot be modified.

When will my order be shipped?

Orders are picked and shipped within 24 hours from our warehouse located in the Netherlands, the UK and the USA. Orders placed before 3PM CET are shipped the same day. We ship from Monday to Friday, with the exception of National Dutch Holidays. All orders placed on Saturday and Sunday will be processed the next business day.

When will I receive my order?

In the Netherlands, if you place the order before 14:00, you can receive it in 2-3 days. In the US, if an order is placed before 14:00 you can receive it in 2-5 days. In the UK, if  an order is placed before 14:00 you can receive your order the next day. Orders take 3-4 days to arrive in Belgium ; 5 days in Germany; and a week in Australia.

How do I qualify for free shipping?

Above €60,- you qualify for free shipping.

Where do you ship to?

Supercilium Cosmetics ships worldwide. Because we have local fulfillment centers in New Jersey USA, Heathrow UK, Netherlands and Australia, we are able to offer fast shipping. Please note that international shipments are subject to local customs clearance.

Do you deliver to PO boxes, HC boxes or Parcel lockers?

We do not deliver to PO boxes, HC boxes or Parcel Lockers. Please ensure you have a valid business address or home address for us to deliver your order.

What are your shipping rates?

We offer free worldwide shipping above €60,-.

Shipping rates per country:


Canada: €11,0
Luxembourg: €6,00
Rest of Europe: €8,00
US: €8,00
Rest of the world: €21,00

RETURNS & EXCHANGES

What is your return policy?

We would like you to be totally satisfied with your purchase, but of course we understand if you would like to return a purchase. All unused products can be returned within 30 business days of purchase in the original packaging. We will process your return as soon as possible once we receive it in our warehouse. Once your return process has been completed, you will receive the purchase amount within 5 -10  business days with the same payment method you have used. Unfortunately, we can’t accept returns or issue refunds after 30 days. We can’t accept already used products.Supercilium Cosmetics gladly replaces faulty items for free

Do you offer free returns?

Supercilium Cosmetics only offers free returns to unopened and unused products in the original packaging within 30 days of purchase.

Can I exchange a product?

Did you purchase the wrong shade? Or did the Brow Quizz advise you the wrong shade? No worries, we will offer you a free exchange if you follow the steps below:


1. Take a clear picture in daylight of yourself where you have used the product.
2. Send the picture to our customer service and mention what shade you have used support@supercilium.com.
3. We will send you the right shade for free

How do I return an order?

Place your unused items with the original packaging into a box and include your order number and mail it to:

ORDERS FROM USA, CANADA AND LATIN AMERICA:

Building B2
Swan Packaging
C/O Supercilium
NJ 07470 Wayne 415 Hamburg Turnpike
USA

ORDERS FROM UK AND IRELAND:

Sprint Logistics Ltd. C/O Supercilium
TW5 9QA Heston
Middlesex Unit A2 Parkway West, Cranford
Engeland

ORDERS FROM AUSTRALIA & NEW ZEALAND:

Backstage Beauty & Brows SalonsC/O Nadeen Hunt
2529 Shellharbour
29a Addison Street
Australia


ORDERS FROM EUROPE AND REST OF THE WORLD:
Salesupply
De Koumen 100
6433 KE Hoesbroek
The Netherlands 

If you have any questions about returns or exchanges, please email your question to support@supercilium.com and our customer will get back to you as soon as possible. 

PRODUCTS

Are your products vegan?

The majority of our products are vegan. For information on a specific product, please go to the ingredient tab of the product page.

Do you test on animals?

Supercilium Cosmetics is cruelty free and never tests on animals.

Can I use Supercilium Professional products as a consumer?

We don’t advise you to use Supercilium Professional as a consumer since those products require education and experience. 

Can I use the Brow & Lash Dye as a consumer?

You can definitely use the Brow & Lash Dye as a consumer. To become a pro in the Brow & Lash dye and learn all of the ins and outs, you can follow our free course here or paid certified course here.

Can I shop your products in a physical store?

Unfortunately we don’t have any physical stores yet. We do hope to open a Supercilium Cosmetics store in the future. 

I'm not sure what shade will fit me best.

If you’re not sure which shade to choose, you can do our Brow Quiz to find your personal brow routine. The quiz will pick the right shade for you. Are you still not sure about what shade to choose? Email us a clear picture of yourself in daylight to support@supercilium.com and we will help you choose the right shade. 

Where can I find a salon that is using Supercilium Professional products?

Here you can find all of the salons that are using Supercilium Professional products for brow treatments: https://supercilium.com/pages/store-locator

ORDERS

Can I change my order?

Once an order is placed, it will process very quickly and therefore we are unable to make changes or cancellations once the order is placed.

Can I change the shipping address?

To change the shipping address after an order has been placed, we recommend contacting the carrier listed on your tracking email to request an address update or correction. If the order has been processed, unfortunately, the order will ship as is and cannot be modified.

My order got lost. What now?

Supercilium Cosmetics is not responsible for lost or stolen packages. Please check with your local post-order company if you believe your package has been lost or stolen. Packages that are lost will be replaced after 40 days of non-movement for domestic orders.

My order is missing an item. What now?

Oh no! We are sorry to hear your order is missing an item. Please contact support@supercilium.com and our customer service will get back to you as soon as possible.

How do I check my order status?

Once your order has been shipped, you will receive a tracking number in your email. Please make sure to check your spam folder if you did not receive anything. 

My order is damaged. What now?

We are sorry to hear that your order is damaged. To help you, please send us your order number and a picture of the damaged items and we will replace them for you for free.

How do I return an order?

Place your unused items with the original packaging into a box and include your order number and mail it to:

ORDERS FROM USA, CANADA AND LATIN AMERICA:
Building B2
Swan Packaging
C/O Supercilium
NJ 07470 Wayne 415 Hamburg Turnpike
USA

ORDERS FROM UK AND IRELAND:
Sprint Logistics Ltd. C/O Supercilium
TW5 9QA Heston
Middlesex Unit A2 Parkway West, Cranford
Engeland

ORDERS FROM AUSTRALIA & NEW ZEALAND:
Backstage Beauty & Brows SalonsC/O Nadeen Hunt
2529 Shellharbour
29a Addison Street
Australia

ORDERS FROM EUROPE AND REST OF THE WORLD:

Salesupply Sourethweg 5E
6422PC Heerlen
The Netherlands

If you have any questions about returns or exchanges, please email your question to support@supercilium.comand our customer will get back to you as soon as possible. 

PAYMENT

What payment options do you accept?

We accept American Express, Bancontact, Ideal, KBC, Mastercard, Sofort, Paypal, and Visa.

Can I pay in installments?

Unfortunately we don’t offer payment in installments at the moment.

SUPERCILIUM ACADEMY

Can I join the courses at the Supercilium Academy?

You are free to follow the beauty treatment courses that are offered on the Supercilium Academy.

How can I have access to the certified courses I purchased

You need to log into your profile on our Supercilium Academy portal to be able to follow the courses

I am unable to enter my account

Unfortunately we are unable to see into your personal login credentials. therefore, you have to make sure to enter the right email and password combination.

BROW QUIZ

I did the Brow Quizz but the shades I received don’t match me.

If the Brow Quiz chose the wrong color for you, don’t worry! Take a clear picture of yourself in daylight where you have used the product and send it to our customer service support@supercilium.com. Please mention in the email what shade you have used and our customer service will send you the right color for free. 

PARTNERHSIPS

How do I become a SC Cosmetics stockist?

So lovely to hear you are interested in becoming a stockist. Please email sales@supercilium.com with your request and some background information of your company, and our sales department will come back to you as soon as possible.

How can I become a brand ambassador?

Great to hear you want to become a brand ambassador for SC Cosmetics! Please send an email with your request to support@supercilium.com and we will be in touch with you.

My discount code is not working

Please contact sales@supercilium.com to help you place the order with your discount

ACCOUNT

I forgot my password? Where can I find my password?

Don’t worry! If you forgot your password you can request a new password by clicking on ‘’‘Forgot your password?’’

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