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FAQS

Shipping

What shipping service is used? How long will it take for my polish to arrive?

We're excited for you to receive your order too! Your order will be processed and shipped within three business days of your order. During sales or new product launches, our processing time may be up to five business days. Most domestic orders arrive within one week of shipment, but often much sooner. For small orders we typically ship USPS first class mail with tracking to keep shipping prices competitive. Larger orders will ship USPS priority mail. If you wish to upgrade your small order to priority mail or an alternate shipping carrier or service, please contact us prior to ordering.

International orders may take up to two months to arrive because of customs, but we find that most international orders arrive two to three weeks following shipment.

Where are your headquarters located? How quickly are orders processed?

All orders are shipped from our headquarters in Austin, Texas, in the United States via the U.S. Postal Service. Orders will be shipped within three business days. During product launches and special sales our processing may take up to five business days because of increased ordering.

Do you ship worldwide? Does that include the UK? 

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. 

Do you ship to military addresses?

Yes, of course! We ship to all military bases. Keep in mind that shipping turnaround time for APOs and other military addresses will vary, with arrival times occasionally mirroring international shipment turnaround times.

Do you offer shipping to post office or PO boxes?

Yes, we offer shipping to PO boxes. 

Do you offer free shipping?

Free shipping is automatically applied to US orders over $100. International orders are not currently eligible for free shipping due to the higher shipping cost.

How much will domestic shipping cost?

Shipping costs begin at $2.85 for one polish shipped within the United States, with each additional polish adding a small charge. Most orders are shipped via USPS first class mail, while larger orders will be shipped via priority mail.

Do you offer cheaper shipping for small domestic orders?

Yes! We do have the ability to ship all orders under one pound (generally fewer than six full size or seven petite size polishes) at a lower cost via USPS first class. This less expensive shipping option starts at $1.75 for one polish. While orders arrive at the same speed as typical first class packages, this method does not offer a tracking number, which is why this is not our typical primary shipping method. If you would like to take advantage of this cheaper shipping method, please place your order as usual, then note you'd like your order shipped via "first class, no tracking" in the order notes or in a follow up e-mail. When your order is processed, excess shipping charges will be refunded. You may also e-mail us at info@blackdahlialacquer.com with your order and request the lower cost shipping, and we will send an invoice with the actual shipping cost. Note that this lower cost shipping option is only available for domestic orders.

How much will international shipping cost?

International shipping starts at $5.95 for packages shipped first class. Pricing will vary by location. International rates to Canada and Mexico are slightly less than to other countries because of reduced shipping costs to these nearby countries. Larger international orders will ship USPS priority. Calculating shipping charges for large international orders can be a bit tricky, especially since the cost is automatically calculated. Feel free to request an invoice for larger international orders so that we can accurately calculate shipping charges. Please get in touch with us if you would prefer that your international order is shipped by an alternate service or carrier. Keep in mind that it could take up to two months to receive an international order because of customs. International orders generally arrive much quicker, however, with most arriving in two to three weeks.

Tracking shows that my international order has made stops in several US cities, but that USPS is still waiting for my package. Is there a problem with my package?

In order to keep shipping costs down for international orders, we are currently shipping international packages by a method that involves using a USPS shipping partner. The packages are first shipped to another destination in the US (usually Illinois or Georgia) where the package is relabeled, marked accepted by USPS as a first class package, then sent on to customs. It should still arrive within the usual timeframe, but we've noticed there is often a lag of a few days where it appears the package is not moving, but packages arrive at customs fairly quickly after this processing. Large international orders may ship via USPS priority mail. With the recent multiple postal price increases, we really didn't want to have to pass on those increased costs to our customers so this is the international shipping method we settled on. Upon request we can ship international orders via traditional USPS first class. In these cases shipping is generally about 35 percent more expensive.

Is my package insured? Can I add extra insurance?

Orders shipped via priority mail, both domestic and international, include insurance, while it is not included for first class shipping. Please contact us at info@blackdahlialacquer.com if you would like to add additional insurance to your order. Insurance pricing is determined by the order price.

 

Order Tracking

Will you provide tracking so I can track my order? Why does my tracking show an error message or mention a delay?

Yes, after your order is shipped you will receive an email providing the USPS tracking number. In some cases the tracking indicates your package has not yet started travelling or appears "stuck" in transit, which could indicate the package simply wasn't properly scanned at each stop. Most of the time, orders arrive as scheduled even though they may not be traceable the entire time. Please contact us at info@blackdahlialacquer.com 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.

 

Changing Orders

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.

Help! I moved and forgot to update my shipping address in my account or Paypal. Can I change the shipping address?

Please ensure that your Paypal shipping address is current prior to check out. But we understand that mistakes happen. Contact us ASAP so that your order can be shipped to your new address. If contacted in time, we can usually change the shipping address.

I forgot to update my address, but my package already shipped to the wrong address. Can you help?

In these cases the best scenario is usually to go to your local post office and request that your mail be forwarded to your new address. While your package may take some extra time to arrive, it usually arrives without issue through mail forwarding.

My package is being returned to Black Dahlia Lacquer because I forgot to include my apartment number, there was a typo in my address or it shipped to the correct address and has been returned for some unknown reason. What do I do?

Please get in touch with us. Once we've verified that the package is on the way back to us, we will go ahead and reship your package. There is no need to wait until it actually reaches us. Shipping is on us in this case.

 

Damaged or Missing Items

What if my order is missing a polish or a product arrives damaged?

Please contact us right away at info@blackdahlialacquer.com 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. Shipping is always on us if your order has a damaged or missing item.

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.

 

Exchanges and Returns

Do you accept returns? 

We do not currently offer returns or exchanges because of the handmade nature of our products. With that said, if there is a problem with your order, please contact us at info@blackdahlialacquer.com and we'll make it right. Customer service is a top priority for us and we want to make sure that each of our customers is 100 percent satisfied with their purchases.

The polish I received appears darker, lighter or substantially different than I expected. Can I exchange it for a different shade?

We do our best to accurately describe products and include photos by different bloggers in different lighting conditions, but we understand sometimes the polish you received simply isn't the shade you thought it would be. In these circumstances please contact us about an exchange. Make sure to include the name of the polish you'd like to receive in exchange. 

 

Local Pickup

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 info@blackdahlialacquer.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 in stock mystery polishes during pick up.

 

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.

 

Coupon Codes

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 threshold has been met, and can be combined with coupon codes.

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.

 

Mystery Bags

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.

 

Subscriptions

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 around 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 at info@blackdahlialacquer.com 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 full size 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 at custom@blackdahlialacquer.com with 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. Additionally, we do not work with stockists in the US or abroad which require animal testing. As a vegan company, that means our products do not include ingredients such as carmine (crushed insects used for coloring) or guanine (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.

 

Image and Description Accuracy

Why do certain photos of the same product look so different, or vary from the description?

We do our best to accurately describe the color and finish of our polishes. Often, our bloggers also review and give feedback on descriptions to ensure they are as accurate as possible. We also typically include product photos taken by several different bloggers under different lighting conditions, such as shade, natural light, light box, etc. We do this in hopes of providing as much information as possible to help you choose which polishes to purchase. Keep in mind that photos often appear slightly different on different computer monitors, tablets and smart phones. Additionally, since our products are mixed by hand there could be minute differences between batches. Feel free to email us to ask questions about specific polishes, or to request closeup photos if they are not provided for the polish you are considering.

 

Contact Us

I have a question not listed here. How can I get in touch with Black Dahlia Lacquer?

Please email us at info@blackdahlialacquer.com. We may not check messages sent via social media or other channels daily, so e-mail is the best and fastest way to get in touch with us.

 

Privacy Policy

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 personal 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.

 


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