Help
Questions, answered honestly
If you can't find your answer here, write to us — or ask Nat directly through Find My Shade.
Shades & matching
How does Personal Shade Matching work?
Send Nat a makeup-free selfie taken in natural light through the Find My Shade page. She personally reviews it and emails the shades that will suit you — no quizzes, no AI, no guessing.
What if my shade isn't right when it arrives?
[Editable — confirm exchange policy wording before launch] We'll exchange it, simply and without fuss.
Do I need to know my undertone?
No. You don't need to know your undertone, your season, or any beauty jargon at all. That's our job — tell Nat what you're shopping for and she'll do the rest.
Products & routines
Are the formulas suitable for changing or mature skin?
They're designed for exactly that — creamy textures that move with skin rather than settling into it, and Prepy preparation that helps makeup wear comfortably all day.
Do I need all five Prepy steps?
No — start where your skin needs the most help. The full ritual is there when you want it. Unsure? Ask Nat.
Can I choose different shades within a set?
Yes. Every shade in a set is selected by you, on the set's own page, before you add it to your cart.
Orders, shipping & rewards
Where do you ship, and how fast?
[Editable — confirm shipping destinations, timeframes and any free-shipping threshold before launch.]
What is your returns policy?
[Editable — confirm returns policy wording and link the policy page before launch.]
How do Beauty Points work?
[Editable — complete once Smile.io earn/redeem rules are configured.] See our Beauty Points page.