ORDERS & PAYMENT OPTIONS
Can I change the products of an order I have already placed?
Unfortunately, once an order is placed it cannot be changed since orders begin processing immediately for fast dispatch.
Contact Customer Care with any concerns
I entered the wrong shipping/contact details what do I do?
Double-check details before completing checkout. If the order hasn't yet been processed, contact Customer Care as soon as possible to see if a correction is still possible.
What payment methods do you accept?
Apple Pay, Google Pay, American Express, Mastercard, Visa, PayPal. Available options vary by country and display at checkout.
Can you mark my international order at a lower value or as a gift?
Unfortunately, we can't declare a lower value or mark commercial orders as gifts.
To comply with international customs regulations, all shipments must be declared with their actual purchase value. Falsifying the value or classifying a paid order as a gift to reduce or avoid import duties is prohibited by law.
Where do I enter a discount code?
Discount codes can be applied during the checkout process. Enter you code into the “Discount code” bar and hit “Apply”. If you are using a mobile, you may need to open the order summary to be able to enter a discount code.
Can I use multiple discount codes simultaneously?
Discount codes cannot be combined. That means that only one discount code can be applied per order.
SHIPPING & DELIVERY
Do you offer express or alternate shipping options?
Yes, multiple couriers are used (e.g. DHL, DPD, UPS, Royal Mail, EVRi). Orders are typically processed within 2 days on business days and delivered within the estimated window shown at checkout.
Where is my order shipped from?
Orders ship from our European and US warehouse(s) — which one depends on your delivery address and stock location. You'll receive a dispatch confirmation email with a tracking link and ID as soon as your order leaves the warehouse.
I haven't received a dispatch/shipping confirmation what now?
If no confirmation arrives within 24 hours of ordering, contact Customer Care for assistance.
My delivery attempt failed / parcel is overdue what should I do?
If a delivery attempt is unsuccessful, tracking status updates once more information is available and next steps are communicated. Estimated delivery times (in working days, excluding weekends/holidays) are listed on the Shipping & Delivery page.
My parcel shows delivered but I don't have it what do I do?
Delivered-but-missing parcels are often with a neighbour, workplace reception, or mailroom, check those first, then contact Customer Care if it's still missing
Will I be charged customs or import duties?
For international shipments, customs/import charges may apply and are billed directly by the destination country's customs/tax authority the customer is responsible for these, separate from the order total.
My parcel is being returned to the sender.
If your parcel cannot be delivered, the carrier will usually make another delivery attempt or leave it at your nearest post office or collection point. Once it's available for pickup, you'll find all the relevant details on your tracking page.
If your parcel is held for collection but isn't picked up within the carrier's holding period, it will automatically be returned to us.
Once we receive the returned parcel, our Customer Care Team will get in touch with you to discuss the next steps.
RETURNS & COMPLAINTS
I'm not happy with a product's quality what do I do?
If you are not 100 % satisfied with your order contact Customer Care with photos highlighting the concern.
Returns/complaints are only accepted for goods purchased on the brand's own official website.
How do I start a return?
Contact Customer Care first before sending anything back, so the return can be coordinated/authorised
What condition do items need to be in to qualify for a return?
Unused, in original condition, with all original (undamaged) packaging intact.
Tested/used products can't be accepted for hygiene reasons, and products are treated as sealed goods, once fully opened, they're not returnable. Sets/kits must be returned complete; incomplete sets won't be refunded.
Who pays for return shipping?
Return shipping costs are generally the customer's responsibility outside of the brand's home market, where free returns may be offered
How long do refunds take?
Once an item is inspected and approved at the warehouse, refunds are issued within 14 business days to the original payment method, and exclude original shipping costs.
What happens to a free gift if I return the qualifying order?
Free-gift eligibility is tied to the qualifying order.
If the return drops the order below the minimum spend for the free gift, its value may be deducted from the refund (or the gift must be returned too).
My parcel arrived damaged or items are missing.
Please inspect your parcel before accepting delivery. If it appears damaged or items are missing, refuse the delivery if possible and contact our Customer Care Team as soon as possible.
To investigate, we'll need photos of the parcel, shipping label, and all items received. Please keep the original packaging until your case has been resolved.
Claims for damaged or missing items must be reported within 7 days of delivery. Unfortunately, we can't process claims submitted after this timeframe.
CUSTOMER ACCOUNT
How do I create a customer account?
You can create a customer account at any time. Simply click the account (person) icon in the header menu and select Create Account.
You can also create an account during checkout by saving your details before completing your order.
Do I need an account to place an order?
No, you can check out as a guest without creating an account.
However, creating an account lets you save your shipping details for faster future purchases and gives you access to your order history at any time.
I can't log into my account
If you're unable to log in, please check the following:
You're using the correct email address.
Your password is correct.
Your account has been successfully created.
If you've forgotten your password, click "Forgot your password?" on the login page to receive a password reset email.
If you're still unable to access your account after trying these steps, please contact our Customer Care Team for further assistance.
How can I delete my customer account?
To request the deletion of your account, please contact our Customer Care Team directly.
GENERAL PRODUCT INFORMATION
Are your products safety tested?
Yes. Ingredients and textures are subjected to toxicological and safety evaluative testing in accordance with the current Cosmetics Directive to ensure product safety.
Where are your brushes made?
Brushes are manufactured in a region with a long-standing, generations-deep tradition of brush craftsmanship, where climate conditions support optimal manufacturing.
What should I do if a product causes discomfort?
Discontinue use if a product causes discomfort. Formulations aim to nourish, but skin types vary - contact Customer Care for personalised recommendations or exchanges, and check the ingredients list.
Why isn't my product lasting as long as expected?
Products are designed for durability and performance, but factors like skin type, weather, and application method affect longevity. Follow usage tips, or contact support for tailored suggestions.
Why doesn't the product look exactly like the website photo?
Accurate product descriptions, videos and images are provided, but slight variation can occur due to the customer's device and screen settings. Contact support if the product received doesn't match expectations.
An item is out of stock. Can I be notified when it's back
Yes, sign up for back-in-stock notifications on the product page, or contact Customer Care to enquire directly about a specific product.
Are your products cruelty-free?
Yes. Only high-quality, cruelty-free products are produced. No testing on animals is conducted or condoned by the brand or on its behalf, for the finished products or the raw materials used.
Where can I find the full ingredients list?
The full ingredients list is printed on the product packaging and listed on every product page on the website.
PRODUCT HELP & GUIDANCE
What's included in a Lamora Brush Set?
Each set is a curated kit built around a routine step.
For example, the Eyeshadow Brush Set includes a full lineup of eye brushes (packing, blending, and detail shapes) sized to work through an entire eye look, while the Contour Brush Set and Foundation Brush Set focus on face-shaping and base tools.
Every set lists its exact brush count and shapes on the product page.
Are Lamora brushes tested on animals?
Yes, all Lamora brushes are made with high-quality synthetic fibers, so every set is 100% vegan and cruelty-free, with no animal hair or animal testing involved.
How do I clean and maintain a full brush set?
Wet the bristles with lukewarm water, work a gentle brush shampoo or cleanser into the fibers in small circles, rinse until the water runs clear, gently squeeze out excess water, and reshape the head before laying the brush flat to dry (never stand it upright while wet, since water can loosen the glue in the handle).
Face brushes used with liquid/cream products should be washed weekly; eye brushes can go 1–2 weeks between washes.
How should I store my brush set between uses?
Keep brushes bristle-up in a cup, stand, or the set's included pouch so the heads keep their shape.
Avoid tossing loose brushes into the bottom of a makeup bag, which can bend or fray the fibers over time.
What are Lamora brushes made of?
All Lamora brushes are handcrafted using high-quality, pure synthetic fibers — no animal hair is used in any brush, making the entire range vegan and cruelty-free by design.
What's the difference between a single brush and a duo (2-in-1) brush?
A single brush, like the Foundation Brush or Concealer Brush, has one head built for one job.
A duo brush, such as the Powder & Bronzer Duo, Blush & Concealer Duo, Contour & Foundation Duo, or Blending & Eyeshadow Duo — has two different heads on opposite ends, so you can complete two related steps with one tool, which is ideal for travel or a streamlined routine.
How do I use the Foundation Brush?
Apply liquid or cream foundation in short, buffing strokes working outward from the center of the face, using light pressure to blend the product into the skin for an even, streak-free base.
How is a Lamora eyeshadow palette laid out?
Shades typically run from lightest (an all-over lid or brow-bone shade) to darkest (a definer shade for the outer corner and lower lash line), with mid-tones designed for the crease and transition area in between.
How do I apply a full look using the palette?
Start with the lightest shade swept all over the lid as a base. Add a mid-tone shade into the crease with a fluffy blending brush to build depth. Finish with the darkest shade along the outer corner and lower lash line for definition, blending the edges so there are no hard lines.
Do I need a primer before applying eyeshadow?
A primer isn't required, but it helps shadow stay put and prevents creasing, especially with oilier lids or shimmer shades.
A light layer of translucent powder on the lid can serve the same purpose in a pinch.
How do I keep my eyeshadow from creasing?
Set the lid with a thin layer of powder or primer before applying color, and build shadow in light layers rather than one heavy application — thin layers grip better and are less likely to settle into the crease.
Why does a shade look different on me than in the product photo?
Eyeshadow can look different depending on skin undertone, lighting, and whether it's applied dry or with a primer underneath — swatch on your own skin in natural light where possible before committing to a full look.
Where do I apply the contour shade?
Apply the deeper contour shade just below the cheekbone, along the hairline, and lightly down the sides of the nose and jaw to create natural-looking shadow. Blend thoroughly with a contour or duo brush so the edges melt into the skin rather than sitting as a visible line.
Do I need to set contour and highlight to make them last?
A light dusting of translucent setting powder over cream contour/highlight — or a setting spray over the finished look — helps both stay put through the day, especially in warmer weather.
Do I have to use Lamora's Magnetic Eyeliner, or will any eyeliner work?
The Magnetic Eyeliner is formulated with a magnetic pigment specifically so the lash band can grip it.
A standard eyeliner does not contain this pigment and won't hold magnetic lashes securely, so pairing the two is required for the magnetic hold to work.
What's included in the Eyebrow Brush Set?
The set pairs 3 brushes. A double ended spoolie brush, with a small angled or fine-tip brush for filling sparse areas using short, hair-like strokes with brow powder or pomade.
A flat definer brush to define the brow shape with concealer and a small shader brush to blend harsh lines.
OTHER
Where can I buy your products in stores?
We don't currently have physical stores.
All Lamora Beauty products are available exclusively online at lamorabeauty.com or on www.amazon.com
I'm interested in a business collaboration — who do I contact?
Reach our Collaborations/Partnerships team at media@lamorabeauty.com to discuss opportunities.
I found a bug/error on the website — how do I report it?
Contact Customer Care with details of the issue so it can be investigated and fixed.
Do you have a professional/makeup-artist discount program?
Not currently, though a professional program is in development — check back on the website for updates.
I'm a content creator, can I work with you?
Yes , the brand welcomes collaborations with content creators; reach our Collaborations/Partnerships team at media@lamorabeauty.com to discuss opportunities.
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