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Support

Frequently
asked questions

General Questions
  • General Questions
  • Product Focused/Assortment
  • Your Account
  • Orders and Shipping
  • Returns
  • International Shipping
  • Animal Testing
General Questions
Where can I purchase Catrice Cosmetics?

Catrice cosmetics can be purchased online here at catricecosmetics.com, the official online source for Catrice in the US! We can also be found on Ulta.com and in select Ulta stores. To find a store near you, please visit our Store Finder.

Where is the closest Ulta store to where I live?

Visit our Store Finder for the closest Ulta Beauty Store near you or visit ulta.com.

When is Catrice coming to Canada?

We plan to expand Catrice to Canada in the near future and will announce it when it is ready. Stay tuned…!

Are Catrice products tested on animals?

No, Catrice does not test on animals! We do not carry out or commission any testing on animals for the manufacture of our products. This applies to the end products as well as to all ingredients. Our suppliers are also required to certify in writing that their products have been manufactured without testing on animals. Have more questions? Have a look at FAQ section “Animal Testing”.

How does Catrice keep its prices so low?

Catrice values quality instead of expensive advertising. This allows us to invest in the development of high-quality, innovative products while keeping our prices low.

How can I sign up to receive emails from Catrice?

Sign up for emails at the bottom of the site and you’ll be the first to know about new products, special events, and exclusive offerings.

Product Focused/Assortment
Why has my favorite product been discontinued?

We are so sorry for the disappointment. We are constantly updating our product line with the latest beauty trends and shades and unfortunately, we are unable to keep all products in our collection. But we’d love to help you find a new favorite! Please write us at Catrice Customer Service to begin our search!

Why can’t I find certain products that I’ve seen in Europe?

Products available in the US have been carefully selected for the North American market. However, we might have missed a great product and we would love to hear your feedback as popular items may be made available in the future. If you are looking for a specific item, please send email to inquiry@catricecosmetics.com We’d love to hear from you.

Your Account
How do I login or create an account?

To create a new account or login to an existing account, simply click here.

Do you keep my information?

When permission is granted, catricecosmetics.com saves account information when the user elects to create an account. Without this granted permission, information is not stored or saved except to process a submitted order with the pertinent information, i.e. billing and shipping delivery information and the ordered product(s). catricecosmetics.com does not keep credit card information.

What do I do if my login/username/password is not working?

Please contact customer service here.

Orders and Shipping
What forms of payment do you accept?

Catricecosmetics.com accepts Visa, MasterCard, American Express, Discover, JCB and Diner’s Club.

How long will it take for my order to arrive?

Please allow 24-48 business hours for processing of standard/ground delivery hours. If standard shipping is selected, please expect your order to arrive in 3 – 10 business days once processed. Expedited shipping is available for an additional cost. Orders placed on holidays or weekends will ship the next shipping period.

How do I track my order

Once your order is carefully packed and shipped, you will be emailed the tracking information for your order. Please allow up to 24 hours from the arrival of your email for shipping details to be updated on the shipping website.

Do you charge sales tax?

Sales tax is applied to orders shipping to New York or New Jersey.

How do I update or cancel my order?

If you wish to cancel or edit your order, please contact customer service as soon as possible by sending email to info@catricecosmetics.com We will do all we can to make the changes requested to your order however please know that once an order has begun processing, it is unable to changed or canceled.

I’ve received my order but I have questions. How can I contact you?

You can contact us by sending email to inquiry@catricecosmetics.com. Please know that our hours are Monday – Friday 9am – 5pm ET. We have limited hours on Saturday and Sunday. We respond to emails within 24-48 hours.

My shipping address is wrong! How can I update it?

If you contact us regarding an address change within 48hrs of placing an order, we will do our best to update the shipping information and redirect the package. If we are unable to update the shipping information, we will send a replacement order to the updated shipping address. If more than 48hrs have elapsed from the time the order was placed, we cannot guarantee any changes made to the shipping information. Once we pack and ship an order, the package is unfortunately out of our hands and with the delivery courier. As a result, you will need to file a claim with the USPS by clicking this link https://www.usps.com/help/claims.htm

Where's my stuff?

If your tracking information shows that your package was delivered, but you cannot find it (1) Verify the shipping address, (2) Look for a notice of attempted delivery, (3) Look around the delivery location for your package, (4) See if someone else accepted the delivery. If you still cannot locate your package, you will need to file a claim with the USPS by clicking this link https://www.usps.com/help/claims.htm

Do you ship to PO boxes or APO addresses?

Yes! We do ship to PO boxes and APO addresses. Please select standard shipping to allow for delivery to these areas.

My package was returned to sender. What should I do?

If your package was returned to sender, please contact us as soon as possible so that we may file a claim with the post office on your behalf. Based on the results of the submitted claim, you will have the option of having a duplicate order sent to you for an additional cost, or a refund initiated to your original form of payment. However, please keep in mind that each claim and request is handled on a case-by-case basis.

Returns
What is your return policy?

We want you to be satisfied with your catricecosmetics.com purchase. Merchandise purchased online at catricecosmetics.com can be exchanged or refunded by mail within 60 days from the original purchase date. Returned online purchases will receive a refund of the original price paid for the item and any applicable taxes issued in the original form of payment used to purchase the item. Return shipping costs are the responsibility of the client. Shipping costs will not be refunded unless the item is being returned because it is damaged or defective. To start your return/exchange process, please contact customer service here with your order number and reason for return/exchange. Once contacted, customer service will provide you with further instructions. Please note that returns and exchanges will be processed within one week from the time items are received at our warehouse. For merchandise purchased at one of our catricecosmetics.com retail partners, please return your purchase to the original point-of-purchase to determine eligibility for refund or exchange.

What do I do if I receive an order with broken or missing products?

Contact Customer Service here Please know that our hours are Monday – Friday 9am – 5pm ET. We are closed weekends and holidays. If you purchased the Catrice product from Ulta Beauty, their return policy can be found here: http://www.ulta.com/ulta/guestservices/guestServicesCenterDetails.jsp#ReturnPolicy

International Shipping
Do you ship outside of the US?

At this time, catricecosmetics.com ships within the US only.

Animal Testing
Does Catrice test on animals?

Catrice cosmetics is owned by Cosnova Beauty from Germany where animal testing for cosmetic products has not been permitted since 1998. All of Catrice products comply with the European and American ingredient, manufacturing, and testing standards. Our suppliers are also held to these same standards and we only partner with the ones that do not test on animals.

What does the law have to say about "testing on animals"?

In the European Union, the sale of cosmetics products that have been tested on animals has been prohibited since 2004. The cosmetic industries of various countries of the European union have voluntarily refrained from doing so since1989. And since 2009, products with ingredients that have been tested on animals, especially for cosmetic purposes, are also forbidden. The transitional period ended in 2013. This means that by law, any cosmetics product marketed in the European union is free of animal testing. this applies also to all products marketed by Catrice globally. But there’s another important fact you need to know: the so-called REACH regulation (registration, evaluation & authorization of chemicals) came into force in 2009. This regulation covers chemical policy requirements, which say that all ingredients must be proven to be safe – no matter whether they are well-known or brand new, synthetic or natural. in this case, “safe” means that the ingredients in the finished product will not lead to any negative health effects upon application. Nowadays, the cosmetics industry implements alternative testing methods instead of testing on animals. Alternative tests are in-vitro-tests – i.e. tests without live organisms! By the way, “in vitro” is latin and means “in a glass”. But – and this is a big “but”: many cosmetic ingredients are also used for other purposes. Almond oil, for example, is often used in cosmetics but it is also used for manufacturing other products such as pharmaceuticals. By law, medical ingredients can and must still be tested on animals to prove that they are safe for use. At least if no authorized alternative test is available. Such ingredients may later also be used in cosmetics. The important thing is: ingredients are not allowed to be tested on animals especially for cosmetics purposes.
If your head isn’t spinning yet, you can read more about it here:
In English: https://www.cosmeticseurope.eu/

Where does Catrice stand on animal testing?

Testing on animals is a no-go for Catrice. We do not conduct animal testing and do not commission anyone else to do so either. Not in the European union or anywhere else in the world. We never have and we never will. the contracts with our clients state that they must manufacture products in compliance with European union law, which strictly prohibits testing on animals. To us, this is a matter of course – and always has been on a voluntary basis – because we know that we can manufacture good and safe products without torturing animals. In the cosmetics industry, alternative tests have been used for many years instead of testing on animals. However, it is practically impossible to prove that a cosmetics product is totally free of animal testing. This applies without exception. This is because the ingredients may, for example (as already mentioned in question 1), have already been tested on animals for medical purposes. If there is no alternative method available, the pharmaceuticals industry still has to test on animals by law. Also, other laws apply for suppliers in countries outside of the European union. So it could happen that an ingredient has been tested on animals somewhere in the world – but since 2013, not for a cosmetics company that markets its products in Europe. Then there are the raw materials that have been tested on animals in the past. Some even decades ago when animal testing was still legal. Although we are in no way responsible for these tests, they cannot be undone. Many of these raw materials are still used in cosmetics – including for brands that have never conducted or commissioned testing on animals themselves.

Because we are strictly against testing on animals, it is extremely important to us to explain these details! Luckily, work is underway to stop animal testing in all industries and countries as soon as possible and replace it with alternative testing methods. However, these methods have to be legally approved before they can replace animal testing. this is a real scientific challenge, which many companies are already facing with great commitment.

Does Catrice test raw materials on animals?

No. This has been prohibited in Europe since 2009, but we didn’t conduct animal testing before that, either. Not for our products and not for our raw materials either. We believe that beauty is no reason to torture animals. There are very good ingredients available to us even without animal testing. We try to use ingredients that have been used safely in cosmetics for a long time. Almond oil, for example. It has been used in lipsticks, creams, foundation and nail care for years and is proven to be harmless as well as extremely effective. But even in the case of such a natural ingredient, we cannot guarantee that it has never been tested on animals by another company within keeping of the chemical policy regulations mentioned in question 1. for example, this may have occurred in accordance with the legal requirements valid at that time (when animal testing was still allowed in Europe), for medical purposes or for a company outside of the European union. We can, however, guarantee that we have never conducted testing on animals ourselves and have never commissioned anyone else to do so.

I've read several blogs that claim that Catrice does test on animals. Is this true? Or have you tested on animals in the past?

No. We never have and never will test on animals. please take a look at where we explain what Catrice thinks about testing on animals!

Is a product that has never been tested on animals still safe?

There’s nothing to worry about! To begin, there are the chemical policy requirements, which require proof of safety for all ingredients. For every product marketed in the European Union, the safety of each product is confirmed by trained specialists. Furthermore, we make use of alternative testing methods and commission laboratories to carry out in-vitro tests – this kind of testing is conducted in test tubes without live organisms. So you can enjoy your Catrice products without worrying about your safety!

Even if testing on animals for cosmetics purposes is forbidden in the European Union, I've heard that new ingredients have to be tested on animals. Is this true?

To begin, the ban on animal testing doesn’t just apply to finished cosmetics products, but also to the raw materials used – if they are exclusively used for cosmetics! As the safety of all ingredients has to be ensured in accordance with the chemical policy regulations, the cosmetics industry uses alternative testing methods instead of animal tests. If these alternative methods cannot prove that an ingredient is safe, it will not be used. But you should know that many raw materials are also used in pharmaceuticals, for example. As medicine is particularly important, the legislation is totally different here. In this case, ingredients are tested on animals if no other approved alternative methods are available. Although these tests are not conducted for the cosmetics industry, they do sometimes apply to ingredients that may later be used in the production of cosmetics.

What about Catrice products that are manufactured outside of the European Union, for example, in China? Do you test those on animals?

No, we do not conduct testing on animals for these products either! Firstly, because we don’t want to, and secondly, because we would not be allowed to sell these products in Europe for legal reasons! Although animal testing was even mandatory for products sold in China until 2014, this doesn’t apply to Catrice because we do not sell our products in China. Our suppliers have to comply with the rules of the country where the products will be sold. And the European union law clearly states that testing on animals for cosmetics products and their ingredients is forbidden.

Can you really ensure that no testing on animals is conducted for products that are manufactured outside of Europe?

Yes, we can. And we are even legally obliged to do so: our suppliers must comply with our strict criteria as well as the law – this means that they have to manufacture our products in accordance with European Union legislation, which says that testing on animals is forbidden. We promise that there are no loopholes or tricks!

If you do not test on animals, why don't your products have a signet or seal like the "Leaping Bunny seal"?

Because for European cosmetics companies, it goes without saying that no animal tests have been conducted – after all, animal testing has been forbidden by the European Union regulation since 2009! And if something is self-explanatory, we do not write it on our products. The bunny symbol only makes sense in countries where testing on animals for cosmetics purposes is still allowed. In the USA, for example, brands can use this symbol to inform the public or for advertising purposes since not everyone manufactures their products without testing on animals. In European countries, on the other hand, this would only lead to confusion since it is forbidden to test on animals for cosmetics products anyway. According to the organization “cruelty free”, the European Union countries and India are pioneers in the ban on animal testing for cosmetics. Although this is great, it would be even better if we weren’t so lonely at the top and other countries would join us soon – for a world free of animal testing!