FAQ

Product Information

  • 1. Who can I contact for product advice?

    If you need any help on product selection, you can contact our Customer Care Team through email at care@westman-atelier.com or via Live Chat from our website Monday – Friday from 9am to 5pm EST.

  • 2. How can I select the right color for me?

    You can download our shade descriptions sheet for more color information.

  • 3. Do you offer samples?

    We do not currently offer samples through our website. You can contact our Customer Care Team to receive more information on our formulation and color selections.

  • 4. How long can I keep my makeup products?

    The Period After Opening (PAO) is indicated on the bottom label of each product. The PAO symbol identifies the useful lifetime of a cosmetic product after its package has been opened for the first time.

  • 5. How should I store my products?

    As a general rule, makeup should be kept in a cool, dark place out of direct sunlight.  

  • 6. How often should I clean my makeup brushes?

    As a general rule, depending on how often you use them, makeup brushes should be cleaned once a week.

  • 7. What should I use to clean my makeup brushes?

    We recommend a clear brush cleaner (colored ones may dye the bristles). Dry your brushes quickly, do not bend them, and do not put them away when they are damp.

  • 8. What does "clean beauty" or "consciously crafted beauty" mean?

    At Westman Atelier we believe in an intimate, thorough curation of ingredients edited by both artist and chemist in the lab. Our commitment is to constantly review, research and reassess each ingredient as fresh information comes to light.

    Never used in our products:
    • Sulfates
    • Formaldehyde donors
    • Phthalates
    • Parabens
    • Mineral oil
    • PEG’S
    • BHA and BHT
    • Hydroquinone
    • Mercury and mercury compounds
    • Retinol
    • Gluten

  • 9. How are ingredients selected?

    Gucci Westman says it best: “As a makeup artist, the skin is really at the beginning and the end of everything that I do. I wanted to make clean products that would also meet my standards in terms of result, so I took a “skincare” approach to the formulation, utilizing plant-derived ingredients and oils, for products ‘absolutely as clean as they can be at this minute’. Our ingredient selection is an intimate, thorough and thoughtful curation with the best and most efficacious ingredients, which respect the skin without compromising on performance. We refuse to compromise or lose out on innovation.” 

  • 10. Where are your products made?

    Our makeup products are all made in Italy and our brushes are made in Japan.

  • 11. Are your products cruelty-free?

    Yes, none of our products are tested on animals.  

  • 12. Are you launching new products?

    We are always exploring new products and have planned launches throughout the year. Sign up for our emails to stay up to date on when new products are added to our collection. 

  • 13. Where can I see/purchase your products in person?

    Please visit our stockists page for a complete listing of all physical stores that carry our products. 

     

Orders and Shipping

  • 1. Can I update or cancel my order?

    We are not able to cancel orders once they have been placed on the website. You can, however, contact our Customer Care team to request a complementary return once you have received your order.

  • 2. What if my order arrives damaged?

    If your order arrives faulty or damaged prior to opening, please retain the box, packing materials, and items inside and contact us at care@westman-atelier.com within 48 hours of receiving your order. If you are able, please also include a picture of the damaged items.

  • 3. What should I do if I received the wrong product

    If you receive an incorrect product, please retain the box, packing materials, and items inside and contact us at care@westman-atelier.com within 48 hours of receiving your order.

  • 4. Where does Westman Atelier ship?

    Westman Atelier online orders are shipped to locations within the US only at this time. Please sign up for our emails to receive news of when we expand our international shipping options.

  • 5. What are the shipping options?

    We offer Free Ground shipping on all online orders. We also offer Second Day shipping for $15 per order. Second Day shipping is not available for orders being shipped to U.S. Territories and to some locations in Alaska and Hawaii. We do not currently support APO/FPO/DPO and PO Box address shipping and plan to add this to our services. See our Shipping and Returns page for more details.

  • 6. How is my order shipped to me?

    All standard orders are shipped via FedEx ground shipping and typically take 3-7 business days for delivery. If you opted for Second Day shipping, your order will ship via FedEx Priority Mail.

  • 7. How can I track my order shipment?

    You can track your shipment by clicking on the tracking number provided in your shipment confirmation email.You can also find your shipment tracking number on the My Account > Orders page of our website if you are both logged in and had an active account at the time of purchase.

  • 8. Do you have promotions or sales?

    Promotions and sales are not publicized ahead of time. Sign up for our emails to stay up to date on when we launch special offers on the site.

Billing

  • 1. When will my credit card be charged?

    We will place an authorization on your credit card once your order is confirmed and will settle the final amount on your credit card once your product has shipped from our warehouse.

  • 2. What forms of payment do you accept?

    We accept all major credit cards – Visa, American Express, MasterCard, and Discover as well as PayPal payments.

Returns and Exchanges

  • 1. What is the returns and exchanges policy?

    If you receive products from Westman Atelier online that do not meet your expectations, please return the unused or gently used products within 30 days of purchase for a full refund. We accept returns free of charge.

    We cannot accept returns purchased from other locations or websites.

    Exchanges are not supported at this time.

  • 2. How do I return an order?

    To request a return: email care@westman-atelier.com with the following information so that we can process your return and send you a pre-paid return label as quickly as possible.

    a. Order Number
    b. Items to be Returned
    c. Date of Order
    d. Your Full Name
    e. Your Full Address

    A Westman Atelier Customer Care agent will contact you within 2 business days with your pre-paid return label.

    Pack your products into a box with the original packing slip and affix the pre-paid returns label to the front before dropping off at your local FedEx store for shipment.

  • 3. How long does it take to process a return?

    Please allow up to 14 business days for returns processing once your return has been received at the warehouse.

Contact Us

  • 1. How can I contact the Westman Atelier team?

    If you have any questions, please email us at care@westman-atelier.com or reach out via Live Chat from our website Monday – Friday from 9am to 5pm EST.

  • 2. How can I sell Westman Atelier in my store?

    If you would like to become a Westman Atelier retailer, please email us at contact@westman-atelier.com.

  • 3. Who should I contact about a press opportunity?

    If you would like to discuss a press opportunity, please email us at contact@westman-atelier.com.

  • 4. How can I work at Westman Atelier?

    If you would like to discuss a job opportunity, please email your resume and cover letter to contact@westman-atelier.com.