FREQUENTLY ASKED QUESTIONS

Buying Viseart

Do you have a store near me?

If you'd like to try our products please look at our list of stockists to find the closest retailer near you.  We are growing our business and look forward to being able to offer our makeup at more retailers across the globe. 

I bought a Viseart palette online (not on this website) or at my local retailer and I need to return it. What can I do?

Unfortunately we are not allowed to get involved with our retailers’ return policies. Please contact the retailer where you purchased the product to inquire about their return policy.

I'd like to try Viseart? Does Viseart send samples to test on my skin?

Viseart is a small and upcoming brand, we currently do not have the capacity to support gifting and samples. However, we look forward to the day when we can share items with our most loyal supporters! Check back with us next year! Please contact pro@viseartparis.com to sign up for our gratis program with reduced pricing! You will be the first to hear about our exciting updates, special releases and reduced pricing with unique promo codes throughout the year

Orders

Who can I contact if I have an issue with my order?

If you need additional assistance with your order, please email shop@viseartparis.com .  We are open M-F from 10 am-5 pm PST and answer questions within 48 hours.

How will I receive my order?

Most orders will ship ground and will arrive within 14 days after leaving our warehouse. You will receive an email notification when your order has been received and a tracking number if available, some shipping companies are not sending tracking due to Covid, and shipping systems are delayed by shipping providers due to lack of staffing and overwhelm. Viseart Paris Corporation is not responsible for packages after they leave our warehouse. 

What's your return policy?

Please see the Exchanges section of this website.

SHIPPING

TRACK MY ORDER

All shipments' tracking numbers (if available) will be sent to your email as soon as your order's been processed and shipped. If you don't think you received an email with your tracking number, please check your spam folder.

Do you ship international?

We offer international shipping to select locations across the globe. The customer must pay duty and taxes for their country. Viseart Paris not responsible for packages once they leave our warehouse, please contact the shipper directly if you need assistance with your package. Refer to our shipping section at the bottom of our website for more detailed information.

How long will it take for my order to arrive?

To be conscious of our teams’ health and welfare during this unprecedented time we have adjusted our shipping practices and protocols.  Your order may incur longer than normal processing and/or shipping time due to COVID-19 related limitations. Shipping times are ultimately dependent upon courier speeds.  We cannot guarantee that your selected delivery window will be accommodated.  If you are concerned your package will not arrive, please purchase additional insurance during checkout and signup for courier notifications directly through your selected deliverer’s website for the most up-to-date tracking information.  Thank you for your patience and support.

In order for you to receive your items as quickly as possible, please take note of the following:

Make sure to provide accurate address information, including city, state, and zip code to prevent any errors or delays in shipping. Once an order is submitted, we are unable to make changes to your shipping address.We cannot ship to P.O. BoxesWe cannot legally ship to Freight ForwardersWe are unable to ship to multiple addresses in one ordersPlease visit USPS.com for the most up-to-date information on shipping delays and service alerts specific to your particular area of delivery:

https://faq.usps.com/s/article/Delayed-Mail-and-Packages

Please visit UPS.con for the most up-to-date information on shipping delays and service alerts specific to your particular area of delivery: https://www.ups.com/us/en/supplychain/service-alerts.page

Why do you not ship to my territory?

We are working diligently to unify our global distribution strategy and should have some positive news regarding this in 2022. In the meantime, please email us at pro@viseartparis.com and join our ProShop for updates regarding territories, along with gratis products and reduced special pricing for your future purchases!

Where do you ship?

VISEARTPARIS.COM DOES NOT SELL TO ANY OTHER COUNTRIES EXCEPT THE LOCATIONS LISTED BELOW:

All of North America from Canada to BrazilOceania: Australia and New ZealandUnited KingdomAll USA territories

Please reach out to the following customer service numbers for assistance outside of North America, Oceania & the United Kingdom:

Europe: +33686083420

Middle East: +971558584926

Russia: +996555791799

India: +18008903502

My order has left your facility but my tracking number has not been updated. What can I do?

As soon as any shipment leaves our warehouse, we are subject to the same tracking information provided to our customers by the shipping company.  For the most up-to-date information on shipping delays and service alerts specific to your location, please visit your specified courier’s website and signup for shipping notifications. Once a package leaves our facility, it is under the dominion of the shipping company; we cannot recall a package, nor can we control how long delivery takes. Due to COVID-19 related shipping delays, supply chain corruptions, and global labour shortages, we cannot guarantee delivery times.  Please do not abuse our employees for issues that we do not have jurisdictional control over. We will not refund packages because the shipping is later than preferred. You may contact: fulfillment@viseartparis.com for any other concerns, otherwise this statement will be resent to you with the links to UPS and USPS. 

 

For UPS: https://www.ups.com/us/en/supplychain/service-alerts.page

For USPS: https://faq.usps.com/s/article/Delayed-Mail-and-Packages

 

Sign up for tracking your order:

For UPS: ​​https://www.ups.com/track?loc=en_US&requester=ST/

For USPS: https://tools.usps.com/go/TrackConfirmAction_input

United Kingdom Customers

We do not work with Royal Mail, nor do we have any affiliation with their processes.  Please visit their site and sign up for shipping notifications to track your package.  We do not receive tracking information from Royal Mail.

For Royal Mail:  https://www.royalmail.com/track-your-item 

Canadian Customers

If you are shipping to Canada, please be aware of the following: your shipping rate paid to Viseart at the time of purchase allows the package to enter into Canada, however, it does not cover UPS brokerage fees. USPS does not offer any tracking to Canada presently, however, this can change at any time.

If you refuse your package from Viseart in order to avoid the brokerage fees and have not alerted UPS that you are self-clearing, we WILL NOT REPLACE YOUR PACKAGE.  We keep track of our customer records regarding this issue. 

To AVOID extra brokerage fees, please contact your Self Clearing center in order to not be charged for delivery service:

https://www.cbsa-asfc.gc.ca/do-rb/menu-eng.html

Viseart cannot offer brokerage or duty service, nor do we offer clearing services, it is up to the resident of the country to complete self-clearing at their closest CBSA in order to avoid having to pay brokerage fees by UPS. Viseart is a makeup brand and not a shipping company. Canada is notorious for having exorbitant brokerage fees and our company does not have any jurisdiction over Canadian laws.  We do not have the ability to track your packages once they leave the USA, and oftentimes we cannot track a package within our territories due to postal system restrictions and failures that are outside of our control.

Canada Border Services Agency (CBSA) has overall authority over the importation of goods into Canada, in addition to any OGD requirements, every shipment must pay necessary taxes and comply with a broad range of mandates. Duties and fees are critically important to doing business in Canada as it has a unique sales tax code that most Canadians who pay taxes are aware of. In Canada, sales taxes are collected at the federal and provincial levels of government, and a business must be careful to comply with all applicable levies. Please note that sales taxes are different from import duties. Import duties on goods between the U.S. and Canada and mailing services such as UPS will charge for service delivery and clearance of your package at the airport. A federal Goods and Services Tax (GST) of five percent of value is assessed on just about all goods entering the country. Provincial sales taxes are levied at the province level and are collected locally. The provinces of Nova Scotia, New Brunswick, Prince Edward Island, Newfoundland and Labrador, and Ontario have opted to “harmonize” their provincial sales tax with the general sales tax. This combined rate is called the “harmonized tax,” and represents the sum of the 5 percent federal GST plus the appropriate provincial tax. 

And, regulations are subject to change at a moment’s notice by Canada’s eManifest system. Viseart has no control over the governmental requirements.

Our team is providing you with the following information for your reference, however, please do your own research so that you may make an informed decision about your parcel!

https://borderbee.com/2014/01/13/how-to-self-clear-your-parcel-with-customs/

SELF-CLEARING GUIDE

If your goods have arrived at a FedEx, UPS or DHL facility in Canada, you can self-clear the items by collecting some documents and making a trip to your local Customs office. You must wait for the goods to arrive at the warehouse before you can self-clear. The procedures vary slightly in different Customs offices, but in each case a BSO (Border Services Officer) will be there to assist you.

The manifest or waybill: the courier company will need to provide this to you. It contains the shipping details of your package. Without this, Customs will not know what to release. You can request the courier company provide your documents by e-mail, although you may have to pick up a hard copy at their facility.The invoice: In order to collect the correct amount of tax on your purchase, Customs will need to see your invoice. They may also potentially ask for proof of payment (i.e. your receipt) to make sure you are declaring the right value.Take these documents to the Customs office closest to the warehouse where your goods are being held. List here. Some Customs offices have computer programs which allow you to rate your own entry. Others will require you to complete Form B15 with an agent’s assistance. You will also be asked for proof of identification. Pay the duties and taxes owing and an agent will stamp your manifest as proof of release from their control.With the stamped copy of your manifest (aka the Customs Delivery Authority), you can triumphantly return to the courier’s facility. Show them the stamped copy of the manifest and they will hand you your parcel. Some offices will submit an electronic entry for you, which will allow the goods to be released without the need to show

FREE SHIPPING

We offer Free Shipping within the Continental US on orders "subtotaling" before tax $75+ (USD). Some restrictions may apply. INTERNATIONAL ORDERS are subject to the original countries jurisdiction shipping charges.

PAYMENTS

MY PROMO CODE ISN'T WORKING, IS THIS A CREDIT CARD ISSUE?

Our promo codes have expiration dates, check to make sure it's still active. Promo codes cannot be combined with any other offer (no double discounting). For instance, promo codes do not work with our ProShop Discount Program, bundle deals, clearance prices, or items on sale.

I PLACED ONE ORDER BUT WAS CHARGED MORE THAN ONCE

When a credit card gets declined, a “pending charge” will show up on your banking. Viseart does not accept funds from declined transactions, nor are we able to. The pending charges in your account will automatically drop off after a few business days. Email us at pro@viseartparis.com or contact your bank for direct verification.

WHY DOES MY CREDIT CARD KEEP DECLINING?

There are several reasons your credit card may be declining:

Make sure the billing address you're entering is the same address associated with the credit card. Make sure your credit card is not expired.Make sure you have sufficient funds available. Make sure you don't have a "hold" currently on your credit card. We acceptcredit cards issued by a US provider, associated with a US billing address.

PRO ARTIST, FILMSET, BLOGGER, MARKETING, AND AFFILIATE REQUESTS

Whom can I contact for press inquiries?

If you would like to feature or credit Viseart please contact info@viseartparis.com. Note that we do not have a public relations firm, nor do we pay for product placement. We will collaborate with you as best we can to promote your work! Please contact pro@viseartparis.comwith your name, address, telephone number to obtain a ProShop Login that will give you membership to our site with a gratis of 20% off.

I’m a blogger and I want to collaborate?

We are a small Indie brand and are currently unable to do partnerships. However, we hope that you will think of us in the future as we expand our company with help from supporters like you! Please contact pro@viseartparis.comwith your name, address, telephone number to obtain a ProShop Login that will give you membership to our site with a gratis of 20% off.

Do you have an affiliate program?

Presently we do not have an affiliate program. Oftentimes retailers we sell to do have an affiliate program so check our stockists list and contact our stockists! Please contact pro@viseartparis.comwith your name, address, telephone number to obtain a ProShop Login that will give you membership to our site with a gratis of 20% off.

I’m an artist and I want to credit Viseart Paris for gratis product!

Thank you for your love and creative interest in Viseart. We are a privately owned company with a very small team and we fund our own lab, factory packaging and marketing ourselves. We do not have the margin to assist in external projects such as this at this time. We do assist artists who work closely with our internal artistry team, but we have an allotment that we reach quarterly and we cannot go over that amount. With help from lovely supporters like yourself, we will expand our company and be more capable to participate in assisting in the future! Please contact pro@viseartparis.comwith your name, address, telephone number to obtain a ProShop Login that will give you membership to our site with a gratis of 20% off.

I am a blogger and really want to collaborate with you gratis!

We are a small and upcoming brand and are currently unable to do partnerships. However, we hope that you will think of us in the future as we expand our company with help from supporters like yourself! Please contact pro@viseartparis.com to be added to our list! Members also receive exclusive discounts, priority access to new items, and early access to shop sales throughout the year.  Please email pro@viseartparis.com for additional information and/or to apply to become a member. We repost and support bloggers to help them grow!!

Do you work with affiliates?

Presently we do not work with affiliates, nor do we have an affiliate program — however, we hope in the future as the brand grows to offer an affiliate program. Please contact pro@viseartparis.com to be added to our list! Many of our retailers do offer affiliate programs, please contact the following to see if you qualify:

Sephora.com

Beautylish.com

Musebeauty.pro

Does Viseart offer “match for match”: social media postings in exchange for free products?

Unfortunately at this time we have met our quarterly allotment, but we have great news for you! We offer reduced rates to artists, industry professionals and students. Members also receive exclusive discounts, priority access to new items, and early access to shop sales throughout the year.  Please email pro@viseartparis.com for additional information and/or to apply to become a member. 

We are a marketing firm and would like to collaborate with Viseart!

Thank you for your interest in our brand! At this time Viseart Paris is in preliminary collaboration with a marketing team in Europe and in the US. We are a Franco-American brand. We really appreciate your interest in the brand. We do offer reduced rates to artists and professionals and can sign you up to our ProShop, please contact pro@viseartparis.com

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept all major credit cards (AMEX, DISCOVER, Visa, MasterCard) as well as PayPal and Afterpay. We do not accept international credit cards. If you only have an international credit card we suggest PayPal as an alternative. 

Mass Market Editorial Fashion Shows Gratis and Support:

We are unable to fund for fashion shows, we are a privately owned company with a very small team, with our own lab and factory that that is our primary focus to fund. We cannot assist in large fashion projects at this time and ask that large fashion brands support their artists and small brands just as they were supported when they began their businesses. However, we do hope that you will think of us in the future as we expand our company with help from supporters like yourself! We can offer reduced rates to artists for their bulk set needs, and wholesale pricing- please contact pro@viseartparis.com

Upcoming small brand Editorial Fashion Shows and Printwork:

For small fashion brands, we assist artists who work specifically in the artistic realm that Viseart uses images for, however we have a set allotment of product that we are able to share, and we do reach our quarterly limit quickly. Please sign up to our editorial and fashion show list at pro@viseartparis.com We do offer reduced rates to artists for their bulk set needs, please contact pro@viseartparis.com for wholesale pricing.

Does Viseart send gratis, goodies or press for film sets?

Thank you for being interested in Viseart assisting with your project. We are an upcoming brand and a privately owned company with a very small team and presently we are not collaborating in fashion shows, photoshoots or film productions. We ask that production supports artists and companies that support filmwork instead of asking small brands for gratis products, it's completely counterintuitive to keeping a small business healthy! However, we do hope that you will think of us in the future as we expand our company with help from supporters like yourself! We can offer reduced rates to artists for their bulk set needs, please contact pro@viseartparis.com to qualify for wholesale with your production team.

Do you test on animals?

No.  We. Don't. We love animals.  We test our makeup on ourselves.  In fact, every product we make is tested on the entire team and is only released when it has been used by and approved by Anastasia herself!  This process takes months but we want to make sure that our makeup is perfect for us before we sell it to you.  Additionally, as a French and USA company we are required byEU Regulation 1223/2009 to not test on animals so we don't need to affiliate with any certificate group. 

https://www.europarl.europa.eu/portal/en/search?planet=_all&searchQuery=animal+testing

Do all Viseart palettes use the same formula? Do you have any vegan products?

Viseart’s formula is used in all of our products. 90% of the ingredients in our palettes are the same across the entire product range to create a range of color true shades for our global audience to choose from. The only difference in formula is the pigment mix required to make the various shades and textural dimensions. We source new pigments for texture and tone yearly in the EU. We use carmine in some of our palettes therefore we are not classified as a full vegan brand! 

Why do you use cardboard packaging for the Theory, Petit Pro, and Grande Pro palettes?

We privately designed and created our packaging to pack the most Viseart into the smallest, lightest, and most protective packaging possible. They are stylish, durable and slim, easy to travel with and our own design. The special film on the exterior of the palette makes them easy to wipe!

VISEART STORES AND RETAILERS

Do you have a shop in France?

At this time we do not have a shop open to the public. However, we do have a small professional store in our lab that was previously open by appointment only, but due to restrictions and safety, it is now closed. If you are a Pro artist, please send your portfolio via Instagram or Website to shop@viseartparis.com and you will receive updates about when the lab will be open and schedule an appointment. Please join our ProShop program for 20% gratis at pro@viseartparis.com

For Viseart Customer Service outside of North America, Oceania & United Kingdom:

Europe: +33686083420

Middle East: +971558584926

Russia: +996555791799

India: +18008903502

I’m visiting Paris and I would like to buy palettes. Where can I go?

Thank you for your love of our product! Unfortunately, our shop and lab are not open to the public, we will happily direct you to a retailer near you! Please contact us at pro@viseartparis.com and be sure to include the items you are looking for so that we can tell you if they are available for purchase worldwide! If you are a professional artist, creative working in the fashion industry in any capacity, you can sign up for our gratis program at pro@viseartparis.com

Where are your United States brick and mortar locations?

We are a small, growing brand, you can find our products in-store at the following makeup artist professional retailers. Please email pro@viseartparis.com with additional questions.  

 

Naimies

2721 W Magnolia Blvd 

Burbank, CA 91505

 

Nigel Beauty

11252 W Magnolia Blvd, 

North Hollywood, CA 91601

 

Alcone

322 W 49th Street

New York, NY 10019

 

Frends

5244 Laurel Canyon Blvd, 

Valley Village, California 91607

 

Camera Ready Cosmetics

4300 Alpha Road Suite 210

Dallas, TX 75244

 

Manhattan Wardrobe Supply

245 W 29th St 8th Floor

New York, NY 10001

 

Riot Beauty Online Only

info@shopriotbeauty.com

 

Last Looks

6636 NW 36th St.

Bethany, Oklahoma 73008

 

Norcostco Locations:

 

Denver

4395 Broadway

Denver, Colorado 80216-3549

 

Atlanta

                   2089 Monroe Drive NE

                   Atlanta, Georgia 30324-4891

 

Minneapolis

                   825 Rhode Island Ave. S.

                   Minneapolis, Minnesota 55426-1611

 

Dallas

                   1231 Wycliff Avenue, Suite 300

                   Dallas, Texas 75207-6205

 

Norcostco Contact Email:

orders@norcostco.com

 

Beauty Statement

1950 Hughes Landing Blvd, Ste 1225

The Woodlands, Texas 77380

281-771-5995

support@beautystatement.com

 

Code Salon & Shop

370 4th Street Second Floor 

San Francisco, California 94107

415-624-8340

info@codesalon.com

Which Professional Makeup Schools use and carry Viseart?

Please contact info@musebeauty.pro for information about professional makeup schools that train students using Viseart and sell our lovely products!

Do you have stores in other countries?

We are continuing to grow our business globally and have numerous retailers around the globe who carry our products and who ship worldwide.  We also ship to select international locations from our official website, viseartparis.com if you prefer to shop directly with us! Please email Pro@viseartparis.com for assistance.

RETAILERS OUTSIDE VISEARTPARIS.COM WEBSITE

Viseart Customer Service outside of North America, Oceania & United Kingdom:

Europe: +33686083420

Middle East: +971558584926

Russia: +996555791799

India: +18008903502

Where can I touch the Viseart product?

We are growing our business in the USA, North America, Oceania, and the United Kingdom.

You can test our products in person at the following professional makeup shops in the USA:

Alcone, Nigels, Namies, Camera Ready Cosmetics, and Frends Beauty.  We also attend a handful of USA trade shows throughout the year where you will have the opportunity to test our products in person and chat with our brand director.  Would you like to be a part of our Coterie Program and receive promo codes, special offers, and reduced pricing and shipping? Email us at pro@viseartparis.com and we will take care of everything for you! Welcome to the Viseart family!

What tradeshows do you attend?

We attend trade shows on a case-by-case basis based on timing and location.  Viseart historically has attended IMATS and TMS tradeshows. Please email us at pro@viseartparis.com to sign up as a ProShop membership for upcoming events, reduced prices, gratis items and promo codes. Email us!

Do you build and manufacture makeup in Paris and California?

Yes, we are very committed to building and making our product in France and California and supporting artists. 

Quality of our pigments:

Our formula is always consistent, but pigments from mines can vary depending on what is being supplied in the market by European Union mines and labs with high quality companies. We are unique because we hand-make and adjust our hues with every batch of product we create. You may notice a slight change in texture or pigment when we create new products with amazing new specialty pigments that arrive on the market! Our pressed powder products each have their own specific formula and are pressed to match the softness or hardness of the pigment.

Can't find what you're looking for?

Send us an email to tell us what's up and someone from our Customer Service team will get back to you as soon as possible. Be sure to include your order number (if you have one).

Please email us at shop@viseartparis.com

Other inquiries? Let's chat.

Please email us at shop@viseartparis.com