FAQs

OUR RESPONSE TO COVID-19

Temporary closure of our retail stores

With the objective of helping slow down the spread COVID-19 and ensure the safety of all, our retail stores have been closed since March 17th, 2020 and will remain closed until further notice.

Online Orders

NYX Professional Makeup, along with parent company L’Oréal Canada, is a manufacturer and distributor of hygiene and personal care products, as well as hand sanitizing (hydroalcoholic) gel. As such, we have been classified by government officials under the category of essential sanitary products.

As a complement to this authorization, the government is allowing online commerce to continue as it is the safest way for consumers to buy in the current context. As such, we continue to sell and distribute our products to consumers through this channel, via our own website, as well as retailer partners.

We have also put in place strict security and health protocols in all our facilities, including our manufacturing plant and warehouse, to ensure the safety of all. Our warehouse team currently processing online orders work in alternate shifts to practice social distancing guidelines, which may slightly affect shipping time.

Our number one priority remains the wellbeing of our employees and their families, our customers and our communities.

We appreciate your understanding and support during these difficult times.

Our solidary plan

As the effects of COVID-19 continue to disrupt communities around the world, we are proud to contribute to the fight against coronavirus in our hometown. We have shifted the production of our Montreal plant to include the manufacturing of hand sanitizing (hydroalcoholic) gel, which will be donated to hospitals such as the Centre Hospitalier de l’Université de Montréal (CHUM) and McGill University Health Center (MUHC) as well as other health and charitable organizations in need. This program aims to support healthcare professionals, who are on the front-line in the fight to curb the spread of COVID-19. It’s our way of thanking them for their hard work.

For more information on our solidary plan: http://www.newswire.ca/en/releases/archive/March2020/25/c2541.html

Returns

If you made a purchase in-store with a return date during our store closures, we’ll accept returns for these purchases for an additional 30 days once our stores reopen.

Do you offer curbside pick up during this time?

NYX Professional Makeup Queen Street is open for Curb Side Pick Up! 

- Making a list of your must-have products by browsing our website.

- Try before you buy using our Virtual Try On tool.

- Call your Queen Street Pros at (416) 595-6495. Let them know the products you've selected & pay for your order.*

- Drive by & pick up your products on the same day!

Address: 363 Queen St W, Toronto, ON M5V 2A4

Opening Hours: 

Monday - Friday: 11am - 6pm 

Saturday & Sunday: 11am - 5pm 

* Credit card payments only. Pre-approval for payment required via phone. 

When can I expect my NYX Cosmetics 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 6 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?

Call customer service immediately at 1-844-699-6991. Please note we ship 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 return policy?

NYX offers a 100% money back guarantee or exchange within 30 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 Cosmetics 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.