FAQs

Where are you based?

We are based in London, United Kingdom.

Where do you ship from?

We ship from Waltham, MA, USA

How long will my order take to arrive?

Length of shipping depends on the shipping method you select, where you live, as well as customs processing (if you live outside the US). On average, expect 3 to 6 days for US orders and 3 to 10 days for international orders. See our shipping policy here.

How do I track my order?

Our processing takes 1-2 business days. After an order has been processed, you will be sent an email notification which will have a tracking number. Learn more on our shipping policy here.

Are your products cruelty-free?

Makeup is for humans. All our products are cruelty-free.

Are your products vegan?

Our Silk Lash and Silk Max collections are vegan. Our Mink Natural and Mink Max collections are cruelty-free, but not vegan.

I want to become an official Pheora Rucci retailer, how do I get in touch with you?

We are always looking for great partnerships. Contact us, and put subject “RETAIL PARTNER”.  If you meet our brand criteria and values we would love to talk further. You will get a response within 2 business days.

How much is shipping?

Shipping depends on where you live and weight. Orders in the UK & US that are $75 and above get free shipping, and international orders that are above $150 get free shipping.

I am not happy with my order, can I return it?

We offer returns, but take a look at our Return Policy first.

Can I send you a photo of me wearing your product?

We are always happy to receive images of you using our products. Feel free to contact us and we will give you an email to send them to. Once sent, the images may be used on website, social media, or other avenues mentioned in our Terms of Use.

Can I send you suggestions or feedback?

Learning from you is how we grow, we want to hear from you on how we can better serve you. Contact us here and put the subject “FEEDBACK”.

I did not receive all my items, what should I do?

Contact us here with subject ITEM NOT RECEIVED.

Do you offer free samples?

Not at this time.

How do I contact you?

You can contact us here. We aim to respond in 1 to 2 business days.