Where are your headquarters located? How long will it take for orders to be processed?
Orders are shipped from Austin, Texas, in the United States via the U.S. Postal Service. Orders will be shipped within three business days. During launches and sales processing may take up to five business days because of increased ordering.
Do you ship worldwide? Does that include the UK? How long will it take for orders to arrive?
We ship worldwide, including to the United Kingdom. We have never had issues with international orders arriving. Please contact us prior to ordering if you would like to add insurance or have your package shipped by a method other than USPS, our usual carrier. Note that international orders may take up to two months to arrive because of customs, but often arrive much quicker. Most U.S. orders arrive within one week of shipping.
Can you combine multiple orders? Can I make changes to an already-placed order?
In some cases it may be possible to combine or amend orders if the order or orders have not yet been processed, and we receive your request in time. During launches and new product launches we may limit combining orders as it can lead to increased room for errors. Please contact us ASAP if you require changes to your order, such as changing polishes ordered or sending orders to another address.
Do you offer free shipping?
Free shipping is automatically applied to U.S. orders over $100. International orders are not currently eligible for free shipping due to the higher shipping cost.
Please ensure that your Paypal shipping address is current prior to check out. If contacted in time, we can usually change the shipping address, but that can't be guaranteed.
Damaged or Missing Items
What if my order is missing a polish or a product arrives damaged?
Please contact us right away at firstname.lastname@example.org if your order is missing one or more items, or is damaged or incorrect. We would be happy to replace items or otherwise work out an agreeable solution.
Why did my order include an extra polish or a polish of a size larger than I ordered?
During periods when our processing time is slightly longer than usual, we often upgrade polish size or include an extra nail polish for your patience. As long as you also received the correct items you ordered, there's no need to notify us or return any additional items beyond what you ordered. You might notice this more often during the holidays when we upgrade polish sizes and add a bonus product to random orders throughout the holiday season.
I live in the Austin area or will be travelling to central Texas. Can I pick my order up?
If you reside in the Austin area or are visiting, you are welcome to pick your order up in person from our home workshop. Please check out with coupon code LOCALPICKUP, which will waive shipping, then e-mail us at email@example.com to schedule a pick up. Note that this code is only to be used for orders that will be picked up.
We do accept Square if you would rather pay for polishes upon pick up, though we strongly suggest ordering first as there is a chance a polish you are hoping to pick up may not be in stock if an order is not submitted first. Feel free to ask about instock mystery polishes during pick up.
Will you provide tracking so I can track my order? Why does my tracking show an error message or mention a delay?
Yes, all orders are shipping with tracking. In some cases shipped orders may not be properly scanned along the way. Most of the time, orders arrive as scheduled even though they may not be traceable the entire time. Please contact us at firstname.lastname@example.org if you are concerned about receiving your order and we will look into it.
Error messages on tracked orders often indicate that orders have been delayed due to weather, or have arrived at the wrong post office. Most of the time the package is simply delayed and arrives a day or two behind schedule. Please contact us if you have concerns about tracking your order.
Taxes and Customs
Will I need to pay sales tax? What about customs fees?
Residents of Texas will be charged sales tax at the rate of 8.25 percent as required by the state. Recipients of international orders are responsible for any customs fees charged by their own country. Contact the customs department in your country to learn more about how and when such fees are applied.
Do you have any coupon codes I can use on my order? Can I use two coupons on my order?
It is currently only possible to use one coupon code per order. Free shipping on US orders over $100 will be applied automatically once the threshhold has been met.
The best way to stay up to date on coupon codes that we release is to sign up for our newsletter, check our blog and Web site, and follow our Facebook and Instagram pages. Note that coupon codes are released in good faith and may be terminated early if misuse is suspected.
Can I request certain polishes for my mystery bag?
Yes, of course! We will include requests for certain colors or finishes when in stock but can't make guarantees as our inventory changes rapidly. Mystery bags will be available when we have stock so there may be times when they are unavailable.
How do subscriptions work? Can I skip a month?
Simply sign up on our Web site to begin a subscription, which includes two 8 ml and one 14 ml polish each month. Polishes are either exclusives or previews of upcoming collections. Invoices for subscriptions are sent by the 5th of each month and must be paid by the 15th. We will not automatically draft payment each month so payments must be manually made each month following receipt of the Paypal invoice. Subscriptions ship between the 15th and the 20th of each month. New subscription sign ups after the 15th will start the following month unless you contact us and request the current month's subscription. Subscription purchases without a subscription ship by the 20th or within five business days if between the 20th and 31st of the month. Please contact us to inquire about purchasing a prior month, which depends on availability. Please e-mail us to cancel your subscription or to skip a month.
Custom Polish or Cuticle Oil
Can you design a custom polish or cuticle oil?
Black Dahlia Lacquer can design custom polishes upon request. We charge $10 for most 14 ml custom polishes and $12 for full size custom polishes that are holos, multichromes or contain other higher-priced ingredients. We are generally able to begin custom orders within one week, but we will advise if our workload means it will take a bit longer to get started. E-mail us your ideas for a custom polish and we will take it from there. After we have an understanding of the polish you are looking to create, we will devise one or two prototypes and send over photos. From there we listen to your input and create another prototype that incorporates your feedback (such as darker color, more glitter, etc) and send over another photo. Once you are pleased with the creation and have chosen a name, we will send out your custom polish.
Cuticle oil in custom scents or that omits certain ingredients (such as nut oils) are also possible. Please contact us to request a customized cuticle oil.
About our Products
Are your products cruelty free? Are all of your products vegan?
Yes, all of our products are cruelty free and vegan. We only purchase raw materials and supplies from companies who also pledge that they are cruelty free. As a vegan company, that means our products do not include ingredients such as carmine (crushed bugs used for coloring) or guarine (fish scales used to add shimmer.) In addition, we have been certified cruelty free by the internationally recognized Coalition for Consumer Information on Cosmetics’ (CCIC) Leaping Bunny Program and by PETA's Beauty Without Bunnies. We've also been approved as cruelty free and vegan by Logical Harmony.
Do any of your products contain parabens, sulfates or phthalates? Is your polish organic?
No, none would appear in nail polish because it is not a water-based product. Non-water based nail polish would never achieve the title of "organic" since it is not made up of products that are grown, but rather those created in labs. For this reason you will not find nail polish labeled natural or organic.
Will you sell or give out my contact information? What if I create an account?
We respect your privacy and will never share or sell your e-mail address or any other information provided to Black Dahlia Lacquer. We also do not keep credit card or other financial information on file in order to protect private financial information.