• Which payment methods are available?

You can pay for your order by credit card, PayPal, Multibanco and MB WAY.

The payment details will be provided after you complete your order.

• How many days do I have to pay for my order?

Your order is reserved for 2 days so that you can pay at ease.
If payment isn't completed within that time, the order is automatically cancelled.

Please note that during promotional periods this time may be shorter, depending on the campaign conditions and/or available stock.

• What are the shipping costs?

Shipping costs vary depending on the destination and the order value. You can see the full table here

• How can I request an invoice with my tax number?

If you need your tax number on the invoice, just add it to your billing details at checkout.
If you notice any errors or forgot to include your tax number during your purchase, please contact our customer support. Note that we can only consider requests up to a maximum of 30 days after the original invoice was issued

• How can I check the status of my order?

Once your order has shipped, you will receive a confirmation email with a link to track the delivery in real time, whether with DHL or Batch (CTT Expresso). Through that link you can check the delivery status whenever you need to.
If you have any questions or need to schedule the delivery, please contact the carrier directly.

• Can I return my order?

Yes, returns are possible. Just get in touch with our customer support to start the process. You can make the request up to 14 calendar days after you receive your order. For more information, you can read our returns policy here.

• What are the requirements for a return to be accepted?

For a return to be accepted, products must be intact, unused and in their original packaging, exactly as received, that is:

1. They must not have been opened or tested;
2. They must keep all original packaging and labels.

For hygiene and safety reasons, we cannot accept returns of opened or used products.
If you have any doubt about the condition of the product or how to proceed, customer support is available to help at every step.

• How do I receive the refund for my return?

There are two options:
– Receive a Kitchen voucher for the value of the return (a code will be sent by email);
– Or choose a refund through the same payment method used for the purchase.

Note that if payment was made by Multibanco, you will need to share your IBAN so the amount can be returned by bank transfer.
Any questions, customer support is here to help!

• Can I return items directly at your physical shop?

Yes, you can exchange or return items directly at the physical shop, up to 14 calendar days after receiving your order. You can find our address and opening hours on our contact page.
Items must be in perfect condition, unused and in their original packaging, in line with our returns policy.
If you have any doubt, our shop team is available to help on the spot.

• How can I exchange an item ordered online?

To request an exchange, just contact our customer support.

Please note that the shipping costs for the exchange and for sending the new item are paid by the customer.
If you have any questions about the process or timings, we're here to help!

• Can I place an order online and pick it up at your physical shop?

Yes, at checkout you can choose free pickup at our shop. You can find directions and opening hours on our contact page.

Orders are usually ready for pickup within our opening hours, within up to 2 hours, for orders placed from Tuesday to Friday between 10am and 7pm.
As soon as everything is ready, you'll receive a notice so you can collect your order at your convenience.

• How long does it take to ship my order?

Your order is shipped within 24 business hours of payment confirmation.
Once it has shipped, you will receive a confirmation email with a link to track the delivery in real time, whether with DHL or Batch (CTT Expresso). Through that link you can check the delivery status whenever you need to.
If you have any questions or need to schedule the delivery, the carrier can be contacted directly.

• How can I add my tax number to my account so it shows on my invoices?

You can update your tax number quickly and easily. Go to your profile, select 'Edit Addresses' and then add your tax identification number in the "Company" field.
Note that this is the field used even for private customers, due to a system limitation.

• How can I change my delivery address?

You can update your delivery address quickly and easily by going to your customer account, selecting 'View Addresses' and then "edit" the address you want to change.

Note that changes of address on orders that have already shipped can only be made with the carrier.

• How can I change my details in my personal account?

You can update your details and delivery address quickly and easily by going to your customer account, selecting 'View Addresses' and then "edit" the address you want to change.

• How can I see my wishlist?

To access your wishlist, you need to log in first.
Once you're in your account, just click the heart in the top bar, next to the cart, and there you can view and manage your favourite products, share the link with your favourite people or create posts directly on your social networks from your favourites list.

• How can I unsubscribe from the newsletters?

We're sad to see you go, but if you decide to unsubscribe from our newsletter, you can easily do so by clicking 'Unsubscribe', available in any of the messages we send.
Note that newsletters may take up to 48h to be cancelled after the request.

• How can I cancel my account?

We're sad that you want to cancel your account; you can easily do so by clicking 'Cancel subscription', available in your customer area. Note that newsletters may take up to 48h to be cancelled after the request.

If you have any questions about our privacy policies, you can consult our terms and conditions or our privacy policy for more information

• Can I use a gift voucher in the online shop?

Yes! Each gift voucher has an associated code that must be entered in the "Discount code or gift card" field at checkout. The value will be automatically deducted from the order total.
You can also use your gift voucher in our physical shop by presenting the associated code.

• I have an email with a discount voucher, how do I use it?

To use a discount voucher, just click the 'Apply discount' button in the email where you received the offer. The discount will be applied automatically to your cart, where you can see the discount amount directly.
Note that each code or voucher has its own terms of use and validity, so this information should be checked before use.

• My order was cancelled, can I use my voucher again?

Yes, the same discount code can be used on another purchase, as long as it is still within its validity period.

• I had a discount code but accidentally deleted the email. Can you resend the discount voucher?

Yes, as long as the code or campaign is still active. For the voucher to be resent, you need to contact our customer support team, who will check your eligibility and, if applicable, issue a new code.

• Do you offer discounts for professional makeup artists?
  

Yes! There are special conditions for makeup professionals. These discounts are exclusive to certified makeup artists or those with proven experience.

• How do I get access to professional discounts?

To benefit from professional discounts, you need to send:

A training certificate of at least 80 hours or proof of work in the field (e.g. portfolio, website, contract, etc.)

- Full name
- Tax identification number (NIF)
- Phone number
- A registered account on the online shop

All documents must be sent by email to: geral@kitchen-makeup.com
You can also get in touch through our contact form.

Once your details are validated, the discount will be activated on your account.

• Is it possible to resell your products?

Currently, reselling is only available for the Kryolan brand, of which we are the official representatives in Portugal.
If you're interested, contact us to find out more about the conditions.