FAQs

 

When can I expect my NYX Professional Makeup order to be delivered?

Please note that orders may take up to 3 full business days to process in our warehouse before shipping. Therefore, orders with standard shipping may take from 7 to 10 business days to arrive. For more information regarding our shipping policy, 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 out your NYX Professional Makeup haul.

What do I do if I receive an order with broken or missing products?

Contact customer service here or 1-844-699-6991.

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 shipping information as well as product selections. Please be sure to carefully review your order before submitting it.

How do I cancel an order?

Unfortunately we are not able to cancel or modify orders once submitted. However, you may refuse the package at the door. As long as the package remains unopened, Canada Post should not charge to return the package to us. If your package was already delivered, you may request to return the unopened box to us at your local post office, free of charge. If the box has been opened and/or repackaged, you will need to pay return shipping. Please note we would not reimburse these shipping fees in that event.

To return an order, pack the item(s) to be returned, along with the return form in the original package if possible. Returned packages must be returned prepaid, by Canada Post with Expedited parcel, with signature, to:

L’Oréal Canada – Département des retours
3500 rue Douglas-B.-Floreani, Door 31-32
Saint-Laurent, QC
H4S 2B9

Refunds will be issued within 30 days in the form of credit to the credit card holder. You will receive an email when the credit is processed.

What is your return policy?

NYX offers a 100% money back guarantee or exchange within 14 days from the original purchase date for items purchased at NYXcosmetics.ca.* For more information on our return policy, click here.

*minus shipping fees 

Can I return products to you that I purchased in-store?

No, we only process returns for products purchased online at NYXcosmetics.ca.

For more information on our return policy, click here.

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 the NYX Sharpener here

When will a specific item be back in stock?

We do not have specific restock dates for products. Sign up for our e-mail newsletter to be the first to be notified!

Are your products cruelty-free?

NYX Professional Makeup is certified and acknowledged by organizations, 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 buy 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!

When does NYX have sales?

Sign up for our e-mail newsletter to be the first to know!

Where can I find NYX in-store?

Check here to find an authorized 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 1-844-699-6991.

What do I do if my login/username/password is not working?

Please contact customer service here or 1-844-699-6991 for assistance.