FAQ

Are your products cruelty-free? Yes. We never test on animals — and we never will.

Are your products vegan? Many of them are. The following contain no animal-derived ingredients:

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? Email us at [customercare@truefictioncosmetics.com] as soon as possible. We process orders quickly — once a shipping confirmation is sent, we can't make changes. If it's already on its way, unopened and unused items can be returned once they arrive.

I'm having trouble placing an order. Reach out at [customercare@truefictioncosmetics.com] and we'll sort it out.

My order arrived damaged. Email a photo of the damage along with your order number to [customercare@truefictioncosmetics.com] within 7 days of delivery. We'll arrange a replacement of the same item as quickly as we can.

How do returns work? Email us within 30 days of receiving your order with your order number and reason for return. We'll issue a Return Authorization number and next steps.

A few things to note: returns apply to items purchased through our website only. Products must be unused and in original packaging. Sale items and eyelash orders are final sale. Shipping fees are non-refundable. Return shipping costs are the responsibility of the customer.

For full details, visit our [Returns Policy].

Send returns to: [Address]

Why was my order cancelled? Most cancellations happen when there's a mismatch between billing, shipping, or payment information. If you have questions, reach out at [customercare@truefictioncosmetics.com].

When will my order ship? Orders are processed within 48–72 hours. Transit time varies by location and shipping method — typically 2–8 business days after processing. During peak periods, processing may take a little longer. You'll receive a tracking number by email the moment your order ships.

Do you charge sales tax? Yes. Provincial and federal taxes apply to all Canadian orders.

What payment methods do you accept? Visa, Mastercard, American Express, and PayPal. Please don't include credit card information in any emails to us.

What currency are orders processed in? Canadian orders are processed in CAD. All other orders are processed in USD.

Do you offer gift cards? Not yet. Stay tuned.

I need help choosing a shade. Email us at [customercare@truefictioncosmetics.com]. Our in-house artists are happy to help you find the right match.

Why does the colour look different on screen than in person? We do our best to make swatches and product images as accurate as possible. Monitor settings, lighting, and screen calibration all affect how colour reads — what you see online is our closest representation, but it may vary slightly in person.

Where can I find True Fiction in stores? We're currently available in select retailers across western Canada. Find a location near you [here].

I didn't receive a confirmation email. Check your spam or promotions folder first. If it's not there, email us at [customercare@truefictioncosmetics.com] with your name, order date, and what you ordered — we'll track it down.