FAQ

Are your products cruelty-free?

Absolutely. 🐰
We never test on animals — and we never will.

Are your products vegan?

Many of them are!
Here’s a list of our vegan products (no animal-derived ingredients inside):

  • Matte Lipsticks

  • Cream Lipsticks

  • Lip Liner Pencils

  • Eyelashes (all styles)

  • PRO Lash Glue

  • Latex-Free PRO Lash Glue

  • Simply Black Liner Collection

  • Nail Lacquers

  • Airbrush EFFECT Blenders

Can I change or cancel my order?

We’ll do our best!
If you need to change or cancel your order, email us at customercare@truefictioncosmetics.com right away.
We ship quickly, so once an order is processed or shipped (you’ll get a confirmation email), we won’t be able to make changes.
If your order’s already shipped, you can return unopened, unused items once they arrive.

I’m having trouble placing my order.

We’re here to help!
Email customercare@truefictioncosmetics.com and we’ll jump in to assist.

My order arrived damaged — what do I do?

So sorry about that!
Please email a photo of the damaged item(s) to customercare@truefictioncosmetics.com within 7 days of receiving your package, along with your order number.
We’ll send out a replacement for the same item as quickly as possible.

How do returns and exchanges work?

We want you to love everything you order.

  • Email customercare@truefictioncosmetics.com within 30 days of receiving your items to start a return or exchange.

  • Please include your order number and reason for return.

  • We’ll send you a Return Authorization (RA) number to include with your return.

A few notes:

  • Only items purchased through our website qualify for return or exchange.

  • Sale items are final sale.

  • Products must be unused and unopened.

  • Shipping fees are non-refundable.

  • For full details, check out our Returns & Exchanges Policy.

Send returns to:
True Fiction Cosmetics
Attention: Customer Care
7940 Winston Street
Burnaby, BC V5A 2H5
Canada

Why was my order canceled?

Sometimes orders are canceled if there’s a mismatch between billing, shipping, or payment info for security reasons.
If that happens and you have questions, feel free to reach out to customercare@truefictioncosmetics.com.

When will my order ship?

We ship most orders within 2–3 business days after processing.
Delivery usually takes 2–7 business days depending on your location and shipping method.
During busy times (like holidays or launches), it may take a little longer.

Do you charge sales tax?

Yes — we collect Provincial and Federal taxes on Canadian orders.

What payment methods do you accept?

We accept:

  • Visa

  • MasterCard

  • American Express

  • PayPal

Reminder:
For your security, please don't email us any credit card information.

What currency do you charge in?

All Canadian-based orders on truefictioncosmetics.com are processed in CAD.  All other orders are processed in USD.

Do you offer gift cards?

Not yet — but stay tuned!

I have questions about picking a color or shade.

We’ve got you! 🎨
Email us at customercare@truefictioncosmetics.com, and one of our in-house pro artists will help you choose the perfect match.

Why do colors look different online vs. in person?

We work hard to make our product images and swatches as accurate as possible.
But monitor settings, lighting, and screens can affect how colors appear.

Where can I find True Fiction in stores?

You can shop select products through our authorized retailers here.

I placed an order but didn’t get a confirmation email.

First, check your spam or promotions folder (just in case!).
If you still don’t see it, email customercare@truefictioncosmetics.com with your name, what you ordered, and the date — we’ll sort it out for you.