Frequently Asked Questions
WHAT IF I NEED TO CHANGE OR CANCEL MY ORDER? Once an order is placed, we’re unable to make any changes. If you do need for us to cancel an order, please reach out to team right away with all the details of your order. We will do our best to catch your order and make changes before it goes out. Once an order has been dispatched however, we are unable to cancel the order and it will need to be processed as a return.
HOW CAN I EDIT MY SHIPPING ADDRESS? If your order shipping details are incorrect, please contact our team right away at email@example.com. We will do our best to stop your order and make changes before it goes out. Once an order has been dispatched however, we are unable to make changes.
WHAT IF SOMETHING I ORDERED ARRIVED DAMAGED? Our lipstick collection is carefully inspected before being sent, and each item is wrapped in packaging that is as kind to the environment as we are. If an item does arrive damaged, please contact us right away at firstname.lastname@example.org so that we can better understand what happened.
WHAT’S THE STATUS OF MY ORDER? If you have any questions about the status of your order please reach out to us at email@example.com. In addition, once you’ve received your shipping confirmation email you can click on "Track It" and see the status of your delivery. After an order has been delivered to the correct shipping address, we cannot be held responsible for lost or stolen packages.
CAN I USE MULTIPLE PROMOTION CODES? Unfortunately, at this time promotions and discount offers cannot be combined on the one transaction.
CAN I ORDER IN-STORE? Unfortunately, at this time we are not selling in retail stores. But an expansion into retail stores will come soon. Please reach out to us at firstname.lastname@example.org if you are a store and interested in stocking our lipstick collection.
CAN YOU EXPLAIN SHIPPING AND COSTS? We ship to the following: all 50 States (including Alaska and Hawaii) and Puerto Rico. Shipping to Alaska, Hawaii and Puerto Rico will take additional time. At this time we do not ship internationally, but we are working on it! Shipping cost is calculated at checkout.
WHAT IF I NEED TO CHANGE MY SHIPPING ADDRESS? If your order is shipped to an incorrect address, please email us immediately at email@example.com.
WHEN WILL MY ORDER ARRIVE? Standard shipping is 1-5 business days. Priority shipping is 1-2 business days.
WHERE DO YOU SHIP FROM? All our packages are dispatched from our warehouse in Los Angeles, California. Our selected shipping partner is part of our plan to support female driven small businesses that embrace clean living values.
HOW DOES THE MG 30 DAY TRIAL WORK? Try it. And try it again. See for yourself what all the hype is about. You’ll never go back to another lipstick. Which is why we’re giving you a 30 day window to experience the kiss of clean for yourself. If you don’t fall in love with, then just give it back. No questions asked. To return your lipstick within the 30 day trial window please email firstname.lastname@example.org to start the process within 30 days from date of transaction. The team will provide you with all further instructions. Note that we will require you to return the empty or part-used lipstick as part of this policy, and postage back to us is not included and at your expense. Once received, the original method of payment will be refunded with in 5 business days. Effective for all order made from 13 April 2020, and not for bulk order or orders of more than 6 individual lipsticks. It’s that simple!
WHAT IS YOUR RETURN POLICY? All products must be returned in unused condition in their original packaging within 30 days of purchase. Opened and used products will not be accepted. Please email us at email@example.com to begin the return process.
CAN I EXCHANGE MY PRODUCT? Absolutely. If you decide after ordering that the color is not right, please return the unused lipstick in its original packaging. You are also entitled to a refund or replacement if the item is faulty. To begin an exchange please email us at firstname.lastname@example.org. We do not cover any shipping fees for items returned due to change of mind.
HOW CAN I CONTACT MADAME GABRIELA BEAUTY? In relation to shipping and product information, please email us at email@example.com. For any press/social/partnership/collaboration inquiries and questions about wholesale please email us at firstname.lastname@example.org.
5. PRODUCT & PACKAGING
WHERE IS MADAME GABRIELA MADE? Unlike some of our competitors, we never buy “off the shelf” products that are then re-labelled. Our products are made from scratch in Los Angeles, California.
WHAT MAKES MADAME GABRIELA’S INGREDIENTS SO SPECIAL? We take what’s inside our lipstick collection very seriously. The raw materials selected took more than 12 months of research and development with our team traveling to almost a dozen countries as far away as Australia to find the best possible combinations. 100% certified organic and highly potent Manuka honey, chamomile flowers, avocado oil, shea butter, sunflower seed oil, ylang ylang and bergamot extract were all included in our hunt. We added rosemary leaf, thyme leaf, and a range of specially selected items to create what we believe is the best clean lipstick on the planet: one that bursts with antioxidants, amino acids, enzymes and vitamins for healthy, gloriously pillowy lips. Even more importantly, our entire collection is free of phenoxyethanol, synthetic traces of pigment, parabens, sulfates, phthalates, GMO ingredients, talc, glycol and artificial fragrances. Take a look at our competitors ingredient list and you will see who is really truly clean.
WHY ISN’T MADAME GABRIELA MAKEUP VEGAN? Madame Gabriela has chosen to use clean and potent Manuka honey as a key ingredient in all lipsticks. Because this comes from bees, not directly from plants, our collection is not considered vegan.
IS MANUKA HONEY SPECIAL? Yes, very. Produced in New Zealand by bees that pollinate the Manuka bush, Manuka honey is widely regarded as one of the most unique and beneficial forms of honey in the world. Sadly, not all honey is created equal. Our liquid gold comes from uber-clean New Zealand with a host of best in class certifications, including a UMF (Unique Manuka Factor) rating of 15+. The UMF number refers to the level of anti-bacterial properties in the honey at the time it was packaged, with the ideal potency is generally considered to a UMF of 10 or above. The higher the MGO, the more antioxidants it contains. It’s also a natural moisturizer that improves skin hydration and is damaging to bacterial cells, which promotes healing. The result is a lipstick that is packed full of goodness with long lasting application and zero stickiness.
DOES HONEY MEAN STICKINESS? No. Our chemists are more clever than that. Our range is not one of honey lipsticks, but a collection made with a range of potent ingredients that happens to include famed Manuka honey for its antioxidants and vitamins. After being added to the manufacturing process, there is zero stickiness as an end result.
DOES ORGANIC AND CLEAN CERTIFICATION MATTER? Yes. Studies support the negative effects of the many chemicals found in conventional cosmetics. Because lipstick is consumed as it is being worn, our mission was to find the best and make it better. Unlike other brands claiming to be pure or with some organic fragment, our chemist created formulas using the highest quality raw and clean materials after countless hours of research & development. Our factory then creates formulas that are 100% natural and that are able to be certified organic and fair trade, cruelty-free and gluten-free. When compared with other products on the market, you’ll find that our collection contains an exceptionally high percentage of organic ingredients while offering very high quality and long lasting performance.
DOES MADAME GABRIELA TEST ON ANIMALS? No, we do not test any products or ingredients on animals. We are certified cruelty-free and even the bees that deliver our potent Manuka honey are certified as not being harmed in any way during the process. In fact, we carry the Leaping Bunny certification which means all of our products are kind to every animal.
WHERE DO THE RAW INGREDIENTS COME FROM? Our entire supply chain is pure. We source raw ingredients from countries that support ethical trade only - even if those materials are more expensive than the traditional cosmetic countries.
WHERE DO YOUR COLOR PIGMENTS COME FROM? Some colors, such as the traditional “reds” from most beauty companies are not possible to achieve by using anything from a natural source. We use natural mineral dyes wherever possible, yet some do contain low percentages of food grade. Full disclosure on any product in the collection that requires a synthetic pigment is present on the package label. We use FDA approved Food-Grade dyes at all times. The minerals in Madame Gabriela products are guaranteed to be in their raw, uncorrupted form without silicone, paraben preservatives or other chemical coatings. Madame Gabriela does not use Carmine as a color-dye.
ARE YOUR PRODUCTS SAFE FOR EVERYONE? While our collection of colors is flattering to all skin types, Manuka honey is a key ingredient. Infants less than one-year-old can suffer from eating honey, because it contains bacteria that can cause a serious illness. While the risk is very low due to the manufacturing process, our products should never be applied to or given to babies and never ingested by someone who has a severe allergy to pollen or honey.
WHAT ABOUT PLASTICS? Our earth-friendly approach applies to what is inside the packaging and out. By 2050 there will be 12 billion tons of plastic in landfills. The United Nations has declared our current situation a ‘planetary crisis’ and no industry is exempt from scrutiny, including beauty. For that reason we created a lipstick tube made from aluminium, not plastic. Some of our eco-conscious packaging practices include using low VOC UV and vegetable based inks on our boxes, recyclable water base coatings, recycled FSC® Certified paperboard and optimum package design to reduce paperboard waste.
If you have any additional questions about our products, please contact us at email@example.com.