⚠️ Due to the high volume of orders, we are currently operating under our High Volume Processing Timeline (1-20 business days).

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Frequently Asked Questions

General Questions

How do you pronounce Clionadh?

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It’s pronounced Klee-oh-nah.

Payment

What forms of payment do you accept?

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We accept: Paypal, Visa, Mastercard, American Express, Apple Pay, Google Pay and Sezzle.

What happens if I did not receive an order confirmation, but I was charged?

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Please verify that your email address is correct and check your junk mail. If your email is correct and it is not in your junk mail folder, please contact our team.

Am I able to modify/combine my placed order(s) or add products to it?

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Unfortunately we are unable to modify, combine or accommodate add-ons once an order has been placed. A full refund can be issued within 2 business days and you can re-order.


For assistance, please contact our team.

When will I be charged for my preorder?

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Payment will be processed when the order is placed, not when the order is shipped.

Do you have a "Buy Now, Pay Later" option on your website?

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Yes, Sezzle is currently a payment option on our website for Canadian and American customers. Sezzle allows you to split up your purchase into four interest-free payments over the course of 6 weeks, all the while receiving 100% of your order upfront.

Please note, when using Sezzle to purchase, we recommend keeping the website's display currency set to Canadian Dollars. This will give you a smoother checkout and avoid any conversion fees from Sezzle.

I have a Sezzle account, why is Sezzle not an option when I go to checkout?

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In order to access Sezzle as a payment option, please be sure to have Clionadh's website currency set to Canadian Dollars before proceeding to your cart. From there, Sezzle will appear on the payments page (but not as an express checkout option). This will also give you a smoother checkout and avoid any conversion fees from Sezzle.
Shipping

Are your products available at any retail locations?

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You can find a list of retailers that carry Clionadh products on our Brand Partner page.

Can I pick up my order at your location?

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At this time we do not offer pick-ups at our workshop. All orders placed on our website will be shipped out to their final destination. We appreciate your understanding.

Do you ship to APO or PO Box addresses?

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Yes, Canada Post is able to ship directly to both APO and PO Box addresses. These options are available directly through our website. Please note that all other couriers (DHL Express, FedEx and Purolator) cannot ship to APO or PO Box addresses.


For additional inquiries, please contact our team.

Can you ship to a forwarding company?

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Yes, we can ship to forwarding addresses. However, the recipient is responsible to know if the company being used can accept packages with signatures (if applicable) or is able to pay customs charges to accept a package upon delivery. If the forwarding company does not have the ability to do so, packages may be returned to us.


Clionadh Cosmetics is not responsible for the package after it safely reaches the forwarding company.

Your Shipping Information page says you don't ship to my country, is there any way you can add a shipping option for it to your website?

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We're sorry that we currently are not set up to ship to your country. Please feel free to send an email to clionadhcosmetics@gmail.com with the request and we will see if it's possible.

I received a tracking number, but it hasn't updated yet. When will I receive my package? 

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All orders undergo processing before being dispatched. When our team creates shipping labels, it will trigger a tracking number and shipping email to be sent. After this we move on to fulfill and wrap up an order.


Once the shipping label is created, it typically takes 24-48 business hours before a tracking number will update, but sometimes longer depending on the fulfillment or postal pick-up schedule. Your tracking number will update once it is in the hands of the carrier and has been scanned.

I have a preorder product in my order, when will it ship?

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A product with a preorder status means that it has not yet been made and will have its own separate processing timeline outside of standard, ready-made purchases. Orders that contain one or more preorder item will ship all together once that preorder product is ready.


You can see if a product has a preorder status within the product listing prior to adding it to your cart. If you want to check after you have already placed an order, you will find the preorder status (if any) listed on the order confirmation sent to your email.


Preorders always come with an projected product completion date; for example: Mid-April Preorder. This means that products are expected to be completed by this time, and orders are estimated to begin shipping at this time. From there, remaining preorders will be shipped in sequence.

What happens if my product(s) arrive damaged or an item is missing/incorrect?

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We’re very sorry if something ever arrives damaged or missing. Our team wraps products very securely in order to survive transit, but accidents can happen along the way.


If you have purchased Route Package Protection, you have up to 15 days after the package has been marked delivered to contact Route with photos of the damage. To open a claim, please contact Route.


If you have not purchased Route Package Protection, please contact us within 5 business days with your order number and a photo of the damaged or incorrect item, if applicable. For assistance, please contact our team directly: clionadhcosmetics@gmail.com


For more information, please see our Terms of Service and our Route FAQ.

Will I be charged customs or a handling fee on my parcel?

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All packages that are imported into any country are subject to that country's taxes and duties based on import laws. Payment of any customs charges are the responsibility of the recipient on the receiving end, prior to the delivery of a package.

For international orders, at this time, our website only collects tax for UK orders under £135. Anything over this threshold or to a country outside of the UK will have taxes added at the time of delivery.

What can I do if I entered my address incorrectly?

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As quickly as possible, please contact our team. We will be able to update the address in our system and reprint your invoice for fulfillment.


If your order has been dispatched, then we unfortunately are not able to make any address changes at that time. Clionadh Cosmetics is not responsible for packages where incorrect address details have been provided. Please ensure all shipping details are correct before completing your order.

What postal service do you ship with?

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We currently offer shipping with Canada Post, DHL Express, and FedEx. Canada Post's service will connect with the local postal service in the destination country. For America, this is through USPS; for the UK, this is through Royal Mail etc.

How much does shipping cost?

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Shipping cost will range based on the weight of your parcel and the shipping destination. For a full list of our destinations and shipping costs, please see Shipping Information.

How long does processing take?

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Standard processing time is between 1-5 business days. Sale processing can take anywhere between 1-20 business days, depending on where an order is in the processing queue. Shipping confirmation emails with tracking numbers are sent once a parcel has been dispatched.


For more information on our different processing times, please see our Shipping Policy.


For shipping progress updates, please see Shop Updates.

Do you ship internationally?

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Yes, we ship to many countries worldwide. For a full list of our destinations and shipping costs, please see Shipping Information.

If I am moving, can I change my shipping address?

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As long as an order has not been dispatched, we have the ability to change the shipping destination. However, if the item is already in transit we are not able to change this information. In this instance, we recommend filing a change of address with the postal service carrying your package.


For assistance, please contact our team.

Can I request to sign for my package when it arrives?

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For most destinations, we can upgrade the shipping to require a signature upon delivery after an order has been placed. Please note that a shipping upgrade has an additional cost.


DHL and Xpresspost shipping methods include a signature upon delivery. All other delivery methods do not and require shipping to be upgraded in order for a signature delivery to be added.


To upgrade your shipping, please contact our team.

Products

Are your products vegan and cruelty-free?

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Yes, our products are 100% vegan and cruelty-free.


For more information, please see our Cruelty-Free Statement.

Are your products gluten, talc, and paraben-free?

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Yes, our products are 100% gluten, talc, and paraben-free.

Have your products been tested for safety?

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All of our products have been tested by a third party lab up to European standards, which is the most stringent standards in the industry. This includes: microbial, stability and compatibility testing.

What should I do if I have any other allergen concerns?

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For verification on any other cosmetic-specific allergy concerns, please contact our team.


For anyone with sensitivities or allergies to certain ingredients, we strongly recommend you read every ingredient list thoroughly and patch test before ever using a product.

Is there microplastic glitter in your products?

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None of our shadows contain any plastic glitter components. The sparkling effect in our shadows is solely created with large particle mineral ingredients, such as natural and synthetic mica, titanium dioxide, etc.

Please note some of our nail lacquers do contain microplastics. To know which do not, please use the "Microplastic Free" filter on our nail polish page.

It says that your nail lacquers are 10-free, what does this mean?

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Aside from being cruelty-free and vegan, our nail lacquers are also 10-free. This means they do not include: formaldehyde, toluene, DBP, camphor, formaldehyde resin, xylene, parabens, fragrances, phthalates, and animal ingredients.

How do I use a magnet wand to create patterns with my magnetic polish?

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While there is a bit of a learning curve when using a magnet wand, you can easily master this technique with a bit of practise. Check out this 3-minute instructional video on how to use a magnet wand with any magnetic polish.

Can your products be stored in a magnetic palette?

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Yes, all our pans are magnetic-responsive and will work in any empty magnetic palette.

How should I store my Stained Glass Collection Multichromes?
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Like any other eyeshadow product, store in a cool, dry place. We recommend storing in a magnetic palette to prevent damage and keeping that palette flat so the products are facing right side up. Do not store in a humid location, such as a bathroom.

How can I best see the colour shifts of my Stained Glass Collection Multichromes?

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The visibility of the shifts for all multichromes depends directly upon under what lighting they are viewed. We recommend using more than one light source and not using diffused light or flash lighting.

What happens if the colour of my product does not match the colours I see online?

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We do our best to present our products as accurately as possible in photos, however please note that there may be discrepancies due to lighting, photography, or colour display on personal electronic devices.

What is the shelf life of your products?

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The shelf life is 36 months for all of our pressed powder products, including multichromes, eyeshadows, and highlighters. Our nail lacquers also have a shelf life of 36 months.

What is the size/weight of your products?

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Our standard circular shadows come in 26mm pans and contain a minimum of 1.7g of product.


Our highlighters comes in two sizes: 36mm pans, which contain a minimum of 3g of product, and 44mm pans which contain a minimum of 4.5g of product.


Our Stained Glass Collection multichromes come in 24mm x 21mm rectangular pans and contain a minimum of 1.5g of product.

What is the difference between the circular pans and the rectangular pans for the eyeshadows?

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Our standard eyeshadows, including duochrome, foiled, metallic, satin, shimmer, and transformer formulas come in the circular pans. Our Stained Glass Collection multichrome eyeshadows come in the rectangular pans.

 

Any other questions? Please contact our team.