Orders, Shipping and Returns

Processing Times 

Please allow 48 hours for your order to be processed prior to shipping. Please note our offices are closed Saturday, Sunday and Statutory Holidays. Orders received on Friday will be processed the following Monday.  

 

Undeliverable Orders

If your order is returned to us as undeliverable due to address discrepancies between the physical address and the address provided, or if the address is reported by our carrier as unknown, a secondary shipping fee will be required to process and ship your order back out to you.

 

Shipping and Delivery

Canada

Receive FREE standard shipping in Canada with orders of $50.00 CDN or more! A flat fee of $6.95 will be applied to all orders below $50.00 for standard shipping. For express shipping a $12.00 flat fee will be added.  The shipping time will vary based on where your little luxuries are going and what service is selected.  Please see below for estimated ship times.

Canada Post Regular - approximately 2 to 8 business days after your order is processed

Canada Post Express Post - approximately 2 to 5 business days after your order is processed.

 

USA

For our neighbours to the south (USA) we're happy to offer free shipping for orders over $50.00!  Orders under $50.00 will have an $5.95 flat fee applied for shipping. Generally orders shipping to the US should take approximately 5 to 10 business days for delivery once processed and shipped from our offices. If at any time you have any questions please feel free to give us a call at 1 (866) 381-9848 or email at customercare@truefictioncosmetics.com.  

Please note we ship our products from Vancouver, Canada and that orders going to the US may be subject to import taxes, customs duties and fees levied by US Customs. When ordering from truefictioncosmetics.com, the recipient of the shipment is the importer of record and is responsible for any of these import fees, as well as complying with all laws and regulations of the destination country. True Fiction Cosmetics does not collect duties and taxes. Please note that customs policies vary widely from country to country, so please contact your local customs office for more information.

  

International

We're sorry loves, but at this time we only ship within Canada and the US.  Be sure to follow us on our social channels to stay up-to-date when we open international shipping.

  

Shipping Our Five-Free & Fabulous Nail Lacquers

Please note due to transport regulations, all our Five-Free and Fabulous Nail Lacquers ship via ground transport only. Please make note of this when you are selecting your shipping option at checkout.  

 

Payment Options 

We accept PayPal, PayPal Express, American Express, MasterCard and Visa.

 

Currency

Truefictioncosmetics.com charges and process transactions in US Dollars.

Please note, although email has its perks, it is not a secure method of transmitting credit card information, so PLEASE DO NOT send us any credit card information via an email.

 

Maximum Purchase Policy

True Fiction Cosmetic products and services available on our website, including any samples, are for personal use only. As such, we reserve the right to limit per item order quantities at our discretion.

RETURNS
Returns and exchanges
We LOVE all our customers and your enjoyment of our little luxuries is of the utmost importance to us! Please see below for details on returns and exchanges.
 
What can be returned/exchanged?
For a return or exchange, please email customercare@truefictioncosmetics.com within 30 days of receiving the products accompanied with your order number and a description/reason for the return/exchange. Once processed, we will issue you a return authorization (RA) number. Please be sure to include this with the return and on the box.
Only items purchased online through www.truefictioncosmetics.com may qualify for a refund or exchange. All damaged items or exchange items may only be exchanged for the same product you purchased.
Please note that all sale items are final sale.
Due to the wallet-friendly nature of our products we can only accept returns or exchanges on unused and unopened items. We cannot accept returns on empty, refilled or used products. Due to hygenic reasons, all eyelash sales are non-returnable.
 
To return/exchange your product please send them back to:
True Fiction Cosmetics
Attention: Customer Care
7940 Winston Street
Burnaby, BC V5A 2H5
 
To speed up the processing time of your return we highly recommend to send the parcel back via a traceable service, most postal express services offer tracking, as well as carriers such as FedEx, UPS, etc. Please note we cannot be responsible for lost or undelivered return packages.
We will issue your refund/exchange promptly via the payment method provided for payment once your return has been processed.
Generally, processing time for refunds is 7 to 10 full business days from the time your package is received. We will notify you of the status of your return by e-mail. 
We're sorry, but unfortunately shipping fees are non-refundable
 
The product arrived damaged
We are sorry to hear of this! Please send us a picture of the damaged item(s) to customercare@truefictioncosmetics.com within 7 days of receipt along with your order number and any additional information and we will work on getting the new item(s) out ASAP! Please note damaged items may only be replaced with the same item.
 
Order Cancellation
Change your mind? We will try to catch your order in time for cancellation and chase down our delivery driver! However, we are unable to guarantee order cancellations once the order is processed. Because we ship our orders as quickly as possible sometimes we cannot cancel an order once it has been processed and shipped. Once you have received your items, you may send them back for a refund (minus shipping fees) as long as they are unopened and unused. Once you receive a shipment confirmation by email, it means your order already has been processed and cannot be changed or cancelled.