Orders

If you did not receive an email confirmation, please contact help@complexculturebeauty.com and confirm the email address used when placing your order, as well as any additional details you can provide.

Once we’ve located your order, we will send an email confirmation and ensure that we have the correct email address on file.

We’re sorry to hear that! Please keep in mind that if your billing address doesn’t match the credit card company's records, your order will not be placed. Please double check your billing information and try again. If you're still having trouble, get in touch with us at: help@complexculturebeauty.com

You have up to one hour after placing your order to cancel or make any changes to your order. Simply click on the “cancel” or “edit” button under the “Order actions” tab in your email confirmation and follow the prompts to confirm this action.

Please note, you will not be able to cancel your order between 11AM-12PM EST, which is when all orders are fulfilled at the warehouse. Unfortunately, we cannot accept any order cancellations after the one-hour cancellation window, or during the aforementioned fulfillment window, so please take this into careful consideration when placing your final order. If you are not satisfied with your order after receiving it, please visit https://complexculturebeauty.com/a/returns within 30 days of receiving your order to request a return.

All orders placed before 11AM EST will be processed on the following business day. Any orders placed after this time will be processed the following day at 11AM EST.  

Orders are typically processed within 48 hours of receipt (processing time does not include weekends, holidays, and holiday weekends). Orders placed on Saturday and Sunday will be processed on the following Monday. All purchases are subject to credit authorization prior to processing. Only authorized purchases may be processed and shipped.

Once you have completed your order, a confirmation email will be sent to the email address associated with your account within 24 to 48 hours.  A link will also be included with tracking information to check the status of your order.

Returns, Exchanges, and Accommodations

In order to qualify for returns, please visit https://complexculturebeauty.com/a/returns within 30 days of receiving your order to request a return. We'll provide a return label, which you should attach to the original box, if you still have it. Once we receive your return, we'll process the refund accordingly (less a $5 return shipping fee).

Your satisfaction is important to us, and we’re sorry if your order did not work out for you.

At this time, Complex Culture is unable to provide exchanges. If you’re unhappy with your purchase, you can return it for a full refund.

In order to qualify for a full refund, please submit a request within 30 days of receiving your order. You can submit a request at https://complexculturebeauty.com/a/returns.

We'll provide a return label, which you should attach to the original box, if you still have it. Once we receive your return, we'll process the refund accordingly (less a $5 return shipping fee).

Your satisfaction is important to us, and we’re sorry if your order did not work out for you. If your order arrives damaged, please email us at help@complexculturebeauty.com with photos of the damaged items and we will send a replacement immediately.

Shipping

Within 3 business days after placing your order, you should receive a shipment confirmation email with your unique tracking code. Please allow up to 48 hours for your tracking code to become active.

It’s totally normal for your tracking to go a few days without an update. Once your package arrives at your local post office, the tracking may not update until it goes out for delivery. If it's been 14 business days and your tracking still hasn't updated, please let us know.

Tracking codes can take up to 48 hours to activate. If your tracking is still inactive after 48 hours, please email us at help@complexculturebeauty.com so we can help.

Packages are scanned for delivery before your local mail carrier physically drops them off at your home, and you will likely receive your order within 24 hours. If it has been more than 24 hours and you still haven't received your package, please let us know.

Orders must be placed by 11AM EST to start processing on the same day. Any orders placed after this time will be processed the following business day at 11AM EST. Processing time is typically within 2 business days (Monday-Friday). During product launches or sales, shipping may take longer--we appreciate your patience! If it's been more than 14 business days and your package has still not arrived, please let us know.

Delivery times are based on orders placed between Monday-Friday (excluding weekends, holidays, and holiday weekends): Complex Culture offers FREE STANDARD SHIPPING on all U.S. Orders $25 and over (excluding taxes and discounts). For orders under $25, the shipping fee is $5. Complex Culture ships within the continental United States, including Hawaii and Alaska. Standard shipping should take approximately 5-10 business days. We also offer EXPEDITED SHIPPING for $10.95 with delivery within 3-5 business days.

Unfortunately we do not offer international shipping at this time.

Products

Complex Culture brushes are the first of its kind with each bristle and handle made out of plant starch. Based on lab test results, we are happy to confirm that the bristles and handle are biodegradable.

To keep your brushes in great condition, we recommend using a brush cleaner or any cleaner (baby shampoo is a great alternative!) used for your other makeup brushes. Create a lather by swirling brushes in the cleaner, rinse well and repeat if necessary.

Yes! Complex Culture does not test any of our products on animals; nor do we allow anyone to test our products on animals.

Billing

We currently accept all major cards including: VISA, MasterCard, American Express, and Discover credit or debit cards. We also accept PayPal (U.S. and Canada only), Android/Apple pay.

We do not accept personal checks, money orders, or credit cards issued from other countries outside of Canada or the United States.

Don't worry.  When you submit an order through your credit card company, an authorization hold for the full order amount is processed as a pending transaction. An authorization hold is not an actual charge and may appear to be slightly higher than the actual order total (generally it’s $1 additional). This amount guarantees that funds will be available when the order is billed. This charge is completely removed once the order has been successfully processed.

If you encounter a problem when placing an order, several authorizations may appear on your statement. These will be removed by the credit card company automatically usually within 7-10 business days.

We only accept cards from the U.S. and Canada, but we do accept international Paypal accounts. You can place orders using any of these payment methods online, provided that the ship-to address is in the United States.

At this time, we do not accept credit cards issued from other countries, and only ship orders within the United States. We hope to expand to other regions in the future.