Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Some of what we make cannot be returned, and it is the part we make for you. Every 10 Million Shades shade is blended after you order it, for one person. Custom products (special orders and personalised items) and personal care goods (beauty products) cannot be returned or exchanged for hygiene and safety reasons, so a custom-blended shade is final sale. That is exactly why we make a $9 trial shade: it lets you test the match before you commit to a full size.

To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, contact us at orders@10millionshades.com. Returns need to be sent to the following address: 10 Million Shades LLC, #1054 600 Greenville Blvd SE STE H, Greenville, NC 27858, United States.

If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. You can always contact us with any return question at orders@10millionshades.com.

Cancel or change an order before it is blended. Because nothing is mixed until after you order, you can cancel or change your order at any time before blending begins. Email orders@10millionshades.com with your order number. Once your shade has been blended we cannot stop it.

Damages and issues

Please inspect your order as soon as it arrives and contact us immediately at orders@10millionshades.com if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. This includes the case that matters most to us: if the shade you received is not the shade we confirmed with you by email before blending, tell us and we will remake it or refund it.

Exceptions / non-returnable items

Certain types of items cannot be returned: custom products (such as special orders or personalised items) and personal care goods (such as beauty products). That describes our entire catalogue. We also cannot accept returns on gift cards.

Please get in touch if you have questions or concerns about your specific item.

Exchanges

The fastest way to get exactly the shade you want is to tell us what you would like changed, and to order the new shade separately once your request is accepted. Email orders@10millionshades.com and we will help you.

European Union 14 day cooling off period

Notwithstanding the above, if merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused, and in its original packaging. You will also need the receipt or proof of purchase. We currently ship within the United States only - please see our Shipping policy.

Refunds

We will notify you once we have received and inspected your return, and let you know whether the refund was approved. If approved, you will be automatically refunded on your original payment method within 10 business days. Please remember that it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we approved your return, please contact us at orders@10millionshades.com.