Frequently Asked Questions

Questions about the colours, the jars, or getting them to your door? Start here.

Eyeshadow & Products

What is loose eyeshadow?

It’s eyeshadow in powder form rather than pressed into a pan. You pick up a small amount with your brush and apply it where you want the colour.

There’s a little more powder management involved. Start small. You can always add more.

How do I apply it?

Pick up a little powder with an eyeshadow brush, tap off the excess, and gently pat it onto your lid. Blend the edges with a blending brush.

Patting helps place the colour without scattering it everywhere. Loading up your brush and hoping for the best tends to be messier.

Do I need an eyeshadow primer?

We recommend one. An eyeshadow primer gives loose powder something to grip and can help with colour payoff and creasing.

Apply a thin layer and follow your primer’s instructions before adding eyeshadow.

Can I use a damp brush?

Yes. Try a lightly dampened brush when you want a more concentrated application.

Take out a small amount of powder first, then pick it up with your damp brush. Avoid introducing moisture into the jar, and clean and dry your brush after use.

What’s the difference between the sizes?

Our standard eyeshadow sizes are:

• Sample Bag: ⅛ tsp of product in a small plastic bag.

• Half Jar: 1 gram of product in a 5 g jar, without a sifter.

• Full Jar: 2 grams of product in a 5 g jar, without a sifter.

The half and full jars use the same container. The difference is how much eyeshadow is inside.

The “5 g jar” describes the container size, not the weight of eyeshadow you’re buying. Check individual listings for any products offered in different sizes.

Do the jars have sifters?

No. Our standard eyeshadow jars don’t have sifters, so open them upright and pick up a small amount carefully with your brush.

Do you offer samples?

Yes. Eyeshadow sample bags are available where listed on the product page. They’re a way to try a shade before choosing a larger size.

What are Episodes?

Episodes are short stories or situations told through three eyeshadow shades.

Each one brings together a story, its three-shade cast, and ideas for wearing the colours together. It’s a starting point for experimenting. There’s no requirement to recreate the whole look.

How do I choose colours that go together?

You can start with an Episode for combination ideas, or pick a shade you like and work from there.

You don’t have to choose colours based on your eye colour or make everything match. Sometimes the unexpected combination is the one you end up liking most.

If you’re stuck between shades, email info@lilacearth.com and tell us what you’re considering.

Are your products cruelty-free?

Yes. Everything we make is cruelty-free.

Are your products vegan?

Everything except our lip balm is vegan.

Ordering & Shipping

How long does my order take to ship?

Please allow 5–7 business days for your order to be prepared, packed, and shipped. Business days exclude weekends and holidays.

Delivery time is additional and depends on your destination and the shipping method you choose.

Where do you ship?

Available destinations and shipping options are shown at checkout.

For full shipping information, including US and international orders, see our Shipping Policy.

Will my order have tracking?

That depends on the shipping method you choose. Check the option at checkout rather than assuming tracking is included.

If you select a tracked service, your tracking information will be emailed to you once your order ships.

What about customs fees and US tariffs?

Please read our Shipping Policy for information about US tariffs and international customs charges before ordering.

Can I change or cancel my order?

Email info@lilacearth.com as soon as possible, with your order number and the change you need.

Once an order enters processing, we may not be able to change or cancel it. We’ll let you know whether we can catch it in time.

Returns & Order Problems

Do you accept returns or exchanges?

We don’t offer standard returns or exchanges on cosmetics because they’re personal-use products.

If your order arrives damaged or contains the wrong item, please contact us using the instructions below.

My order arrived damaged. What should I do?

Email info@lilacearth.com as soon as possible, preferably within 7 days of delivery, with your order number and clear photos showing:

• The damaged item.

• The outer shipping packaging.

• The internal packaging.

• The shipping label.

These photos help us assess the damage and support any shipping insurance claim. Please keep the damaged item and any packaging you still have while we review the issue.

If you can’t provide photos, contact us so we can discuss another way to assess the damage. We may request additional information or arrange a return for inspection.

The seven-day reporting request does not limit your rights under applicable consumer law.

I received the wrong item. What should I do?

Email info@lilacearth.com within 7 days of delivery, with your order number and a photo of what you received so we can look into it.

My package hasn’t arrived. What should I do?

If your order has tracking, check it for delivery updates first.

If it’s taking longer than expected, email info@lilacearth.com with your order number. We’ll help look into the next steps based on the shipping service you selected.

Still Have a Question?

Email info@lilacearth.com.

Tell us what you need help with, and include your order number if you’ve already placed an order.