FAQ
FREQUENTLY ASKED QUESTIONS
PRODUCTS
Are your products handmade?
Yes! Many of our products are handmade in the United Kingdom by our dedicated team. Every batch is carefully produced, checked and quality controlled before leaving our warehouse.
Are your products cruelty-free?
We do not conduct or commission animal testing on our ingredients, formulations or finished products.
Animal welfare is extremely important to us and many members of our team are proud pet owners and animal lovers.
Are your products vegan?
Yes! All Karla Cosmetics branded products are vegan-friendly and contain no animal-derived ingredients or animal by-products.
Do your products contain microplastics?
No.
Our eyeshadows, pigments, Shadow Potions, Fix Potion and other cosmetic products do not contain microplastics.
Please note that our Special Effects Glitter is non-biodegradable and should be disposed of responsibly.
How should I dispose of unused product?
Please do not wash excess product down sinks or drains.
Instead:
• Remove excess product using a tissue or cotton pad.
• Dispose of it in your household waste bin.
This helps reduce environmental impact and supports responsible disposal practices.
Is your mica pigment ethically sourced?
Yes.
We use laboratory-created mica rather than mined mica. This allows us to avoid supporting unethical mining practices whilst still delivering the beautiful sparkle and shift our customers love.
Where can I find ingredients?
A full ingredient list can be found:
• On the individual product page
• On the product packaging
• On the product label
LOOSE PIGMENTS
My loose pigment looks half full. Is this normal?
Yes! This is completely normal.
Our loose pigments are filled by weight, not volume.
Different pigments have different densities, particle sizes and textures, meaning some shades may appear fuller than others despite containing the correct amount of product.
Every batch is weighed using calibrated cosmetic-grade scales and signed off by our production team.
Rest assured, you are receiving the weight stated on the product label.
Why does my pigment look different from the website photos?
Multichrome and duochrome pigments can appear dramatically different depending on:
• Lighting
• Viewing angle
• Skin tone
• Base colour used underneath
Direct sunlight can sometimes wash out colour shifts, whilst natural light often displays the most accurate effect.
For maximum impact, we recommend using our bestselling Fix Potion or Shadow Potion bases.
Can pigment particle sizes vary slightly?
Yes.
As with many cosmetic pigments and special effect products, slight variations in texture or particle size may occur between batches whilst still meeting our quality standards and colour specifications.
SHADOW POTIONS
How long do Shadow Potions last?
For best performance, we recommend using your Shadow Potion within 6 months after opening.
To maximise shelf life:
• Store in a cool place
• Keep the lid tightly closed
• Use the protective inner cap
• Avoid direct sunlight
• Refrigeration is recommended
Why has my Shadow Potion dried out?
Shadow Potions are water-based products and may dry out over time if:
• Left open
• Stored incorrectly
• Exposed to heat
• Contaminated by other products
How can I reactivate my Shadow Potion?
You can revive a Shadow Potion by mixing:
• Fix Potion
• The matching loose pigment
until you achieve your preferred consistency.
ORDERS & SHIPPING
Can I change my order after placing it?
Unfortunately, we cannot guarantee changes once an order has been placed.
This includes:
• Address changes
• Product changes
• Shipping upgrades
• Order cancellations
• Combining orders
Our fulfilment systems begin processing orders very quickly.
If you notice an error, please contact us immediately and we will do our best to help.
Can I change my shipping address?
Address changes cannot be guaranteed once an order has been placed.
Customers are responsible for ensuring the shipping address entered at checkout is accurate and complete.
Why is my parcel taking so long?
International parcels may be delayed due to:
• Customs inspections
• Carrier delays
• Weather disruptions
• Local postal services
• Government processing procedures
Customs clearance alone can occasionally take several weeks.
My tracking hasn't updated. Is my parcel lost?
Not necessarily.
Tracking often pauses during:
• Customs inspections
• International transit
• Carrier handovers
A parcel that remains active within the courier network is not considered lost.
Can I get a refund whilst my parcel is still in transit?
No.
Refunds cannot be issued whilst a parcel remains:
• In transit
• In customs
• Awaiting collection
• Under carrier investigation
PRE-ORDERS
What happens if I order a pre-order item?
If your order contains a pre-order item, all items within that order will usually be shipped together once the pre-order product is ready.
Can I cancel a pre-order?
No.
Pre-orders reserve stock specifically for you and cannot be cancelled once placed.
Missing Items & Damaged Parcels
My parcel arrived damaged. What should I do?
Please contact us within 48 hours of delivery and provide:
• Photos of the parcel
• Photos of the contents
• Photos of the shipping label
We may need to open an investigation with the courier.
My order appears to be missing items.
Please contact our support team with:
• Your order number (#KC)
• Photos of the items received
• Photos of the packing slip
We will investigate this for you.
Bundles & Promotions
Why do some products show as £0 on my packing slip?
This is completely normal.
Many of our bundles use a bundle app which separates products for warehouse picking purposes.
Some items may display as £0 because the discount or bundle pricing has already been applied elsewhere in the order.
This does not indicate missing products.
Why isn't my discount code working?
Discount codes cannot usually be used on:
• Bundles
• Sets
• Gift items
• Sale products
• Special promotions
Discounts must be applied during checkout and cannot usually be added after an order has been placed.
Dream Come True Box
Is the Dream Come True Box refundable?
No.
The Dream Come True Box is a custom-made collection valued at over £1,000 and is considered final sale.
• No cancellations
• No refunds
• No exchanges
Production can take up to 4 weeks before dispatch.
Patch Testing & Allergies
Do I need to patch test products?
Yes.
We strongly recommend patch testing all cosmetic products before use, especially if you have sensitive skin.
Apply a small amount behind your ear, on your wrist or inner elbow and wait 24 hours before use.
California Proposition 65
Why do some products carry a Proposition 65 warning?
Some loose pigments contain ingredients such as Silica or Titanium Dioxide which require a California Proposition 65 warning when present in loose airborne form.
This warning is a legal requirement and does not indicate that the product is unsafe.
All Karla Cosmetics products comply with applicable UK, EU and US cosmetic regulations.
Need further help?
Please contact our Customer Support Team:
or orders@karla-cosmetics.com
Business Hours:
Monday-Friday
9:00am – 5:00pm (UK Time)
We're always happy to help. 💖