FAQ NARS

  • FREQUENTLY ASKED QUESTIONS

    Why my order has been shipped and delivered later?

    Due to a system upgrade to improve your customer experience, all orders placed during this period will be subject to increased delivery times. We apologize for the inconvenience and thank you for your loyalty and patience.

    When I will receive my order and when I will be charged during this period?

    Rest assured, we do our best to dispatch your order as quickly as possible and will keep you informed throughout the entire order process. Unfortunately, we are not able to give you an exact date but you will receive a tracking link by email as soon as your order has been dispatched. Regarding the order amount, it will be only debited after shipping.

    Can I cancel or modify my order during the system upgrade?

    Unfortunately, once your order has been confirmed, we don't have the possibility to modify it. However, during this exceptional period, please contact our team here if you would like to cancel your order.

    Can I return my order during the system upgrade?

    Yes if you receive your order before the system upgrade. You have 30 days after receiving your order to return any items to us and can request a refund directly in your customer account, under “Orders” or under “Track my order” if you placed an order as a guest.

  • MY ACCOUNT

    How can I create an account?

    To create your Nars account, simply click on “Sign In” on the top-right of the website and enter your email address and password.
    For your information, you do not need to create an account to place an order. Once you confirm your basket, you can place your order as a guest, create an account, or, if you already have one, log in.

    I've forgotten my password. What should I do?

    Don’t panic! You can reset your password at any time by clicking on “Sign In” and then “Forgot password?”. Simply enter the email address you used to create your account, then click on VALIDATE.
    You will receive a password reset link by email. Click on this link to create a new password and access your account again.
    If you don’t receive the email, check your junk mail and spam folder.

    How can I modify my personal data, or have it erased?

    Nars is committed to protecting your privacy and respecting your confidentiality choices. We strive to build strong, lasting relationships with our customers, based on trust and transparency. Because of this, protecting your personal data is key. In order to exercise your rights to access, restrict processing, request rectification or erasure of or object to the processing of your data, contact us using this form. For more information concerning the collection and processing of personal data, please consult our privacy policy.

    How can I subscribe to or unsubscribe from the Newsletter?

    Do you want to be informed of our news, sales, and exclusive offers? All you need to do is click on “Subscribe to the newsletter” at the bottom of the website and enter your first name, surname, and email address. As a bonus, you will benefit from a discount code to use on your next order! You can unsubscribe from the newsletter at any time using the unsubscribe link present at the bottom of each of our emails. You can also send your unsubscribe request using this form.

    How can I delete my account?

    If you want to delete your account, please contact us via this form. Select the subject “Personal Data” and make your request to delete your account.

    How can I add products to my wish list?

    You like a product but want to have a think about it? To be sure you can find it easily, simply add it to your favourites by going to the product page and clicking on the “heart” on the right. You will then be able to access all your favourites under the “Wish list” section of your customer account.

  • ORDERS & PAYMENTS

    How can I place an order?

    If you’ve fallen for a product and are ready to place an order, it’s very simple.
    Go to the product page, select the desired quantity, and add it to your basket. Please note that a maximum of 5 of the same items can be purchased.
    You can view and make changes to your basket by clicking on Modify or Delete. Once you have confirmed your basket, you can place your order either by logging in to your customer account or checking out as a guest.
    Carefully check the order details and the delivery address before confirming payment. You will receive an order confirmation email once your order has been confirmed.
    If you encounter difficulties placing an order, or if you do not receive an order confirmation email, you can contact us here.

    What are the payment options?

    On narscosmetics.eu, we accept the following payment methods:

    Visa Mastercard American Express Paypal

    At Nars, we know how important security is when making online purchases. Your payment is completely secure (SSL certificate).
    Please note that your payment will be debited once your order has been dispatched.

    How can I pay with PayPal?

    If you want to pay for your order with PayPal, simply select this payment method when placing your order, accept the Nars website terms and conditions of sale, and click “Place order”.
    You will be automatically redirected to your PayPal account to finalise your transaction.
    Once your payment has been confirmed, an order confirmation page will be displayed on our website. You will also receive a confirmation email.

    I didn’t receive an order confirmation email. What should I do?

    The order confirmation email is sent within 24 hours of you placing your order. If you have not received it, please check your junk mail and spam folder, but also ensure that the order has been confirmed by clicking here.
    For any assistance, you can also contact us by clicking here.

    How can I view my invoice?

    Your invoices can be accessed directly on your Nars customer account. You can view them in the “Order history” section. Select the order in question, then click “View order details” and “Download the invoice”.
    If you placed your order as a guest, you can access your invoice by clicking on “Track my order”.

    How can I choose my samples?

    To allow you to discover or rediscover our products, we are delighted to gift you 2 samples of your choice when you place an order.
    When you add an item to your basket, you will be able to make the choice in your basket by clicking on “Select”.
    For your information, samples must be selected before placing an order and are proposed while stocks last. If you have forgotten to select the samples, unfortunately you will not be able to add them after placing your order.

    How can I use my discount code?

    To benefit from your offer, it’s very simple:

    • - Enter your discount code in the “Discount Code” field below the order summary
    • - Click OK
    • - Your offer and the discount will be displayed directly in the basket summary

    Information regarding special offers and discount codes: If you get an error message when entering your code, check that:

    • - There are no spaces in your code
    • - Lower and uppercase letters have been respected
    • - You have not mixed-up O and 0 when entering the code
    • - Your order fulfils all conditions mentioned in the legal notices applicable to your code

    For information, each discount code:

    • - Is only valid once per order and for a limited period
    • - Cannot be cumulated with other ongoing offers, apart from any exceptions mentioned in the legal notices
    • - Is only valid on certain products (refer to offer exceptions)

    Once I have placed my order, can I make changes to it or cancel it?

    We do everything we can to process your order as quickly as possible. Unfortunately, once your order has been confirmed, it cannot be cancelled or modified. If you have changed your mind and no longer want the product ordered, you have 30 days after receipt of your order to return it and request a refund.

    My order has been cancelled. Will my account be debited?

    No, the order amount is only debited once an order has been dispatched.

    Why has my order been cancelled?

    Despite our efforts, your order may be cancelled for several reasons: exceptional stock shortage, a problem with payment or order preparation. Rest assured; your account has not been debited as payment is only taken once an order has been dispatched. For any question regarding cancellation of your order, you can contact us here.

  • DELIVERY

    What are the delivery costs and times?

    On narscosmetics.eu, there are 2 delivery options.
    Depending on the delivery method chosen when making your payment, and if the order is placed after the cut-off time, it will be processed on the next working day (from Monday to Friday, excluding bank holidays).
    Please note that delivery times may be longer during busy periods.

      Standard delivery Express delivery
    Preparation time Order prepared within 24 to 48 hours*
    Delivery times Bulgaria: 6 days
    Czech Republic: 5 days
    Denmark: 5 days
    Estonia: 6 days
    Finland: 6 days
    Greece: 8 days
    Hungary: 5 days
    Latvia: 6 days
    Lithuania: 6 days
    Poland: 5 days
    Portugal: 4 days
    Romania: 6 days
    Slovakia: 5 days
    Slovenia: 5 days
    Sweden: 5 days
    Bulgaria: 3-4 days
    Cyprus: 3-4 days
    Czech Republic: 3-4 days
    Denmark: 3 days
    Estonia : 5 days
    Finland : 3-4 days
    Greece : 3-4 days
    Hungary : 3-4 days
    Latvia : 3 days
    Lithuania : 3-4 days
    Malta: 3-4 days
    Poland: 3-4 days
    Portugal: 3-4 days
    Romania: 3-4 days
    Slovakia: 5 days
    Slovenia: 3-4 days
    Sweden: 3-4 days
    Delivery costs 9.95€
    (free when you spend 150€)
    11.95€

    *Average time frames observed, Monday to Friday, excluding bank holidays

    Can I have my order delivered abroad?

    On narscosmetics.eu, the products that are ordered may only be delivered to Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, Greece, Hungary, Latvia, Lithuania, Malta, Poland, Portugal, Romania, Slovakia, Slovenia and Sweden. Please note that we don’t deliver the Cyprus no UN buffer zone or Mount Athos.
    If you want your order to be delivered to another country, please choose the country at the bottom of the website in order to be redirected to the corresponding website.

    How can I track my order?

    Rest assured; we will keep you informed throughout the entire order process. You will receive a tracking link by email as soon as your order has been dispatched.
    You can also track your order via your account, under “Orders” or “Track my order”.

    I haven’t received my order, what should I do?

    You can track your order at any time under the “Order history” section of your account. If you placed your order as a guest, click on “Track my order”.
    We do our best to dispatch your order as quickly as possible, however, please note that delivery times can be longer during busy periods.
    If your order is being prepared, be patient. It should arrive shortly!
    If you encounter difficulties when tracking your order, you can2 contact us here.

    The product I received is damaged/My order is incomplete. What should I do?

    If you notice that your order is incomplete or damaged, you can contact us by clicking here.
    Have your order number ready to allow our advisors to take the necessary measures.

  • RETURNS & REFUNDS

    How can I make a return?

    If you change your mind, you have 30 days after receiving your order to return any items to us.
    You can request a refund directly in your customer account under “Order history” or, if you placed an order as a guest, under “Track my order”.
    Once you have created your return, carefully wrap your product(s) and insert the return form in your parcel. This will allow our teams to quickly identify your order. You will receive a prepaid label by email allowing you to return your order free of charge.
    Please note that products must be new, unused, and in their original packaging to be eligible for a return and refund.

    For more information on the legal right of withdrawal and our return policy, you can view our Terms and Conditions of Sale.
    For any questions concerning an ongoing return, you can also contact us by clicking here.

    What are the refund methods and times?

    You will receive your refund via the original payment method, within 14 days of receipt of your parcel by our warehouses.
    During busy periods, refund times may be longer.

  • PRODUCTS & THE BRAND

    When will my product be available again?

    Sometimes, certain products may be victims of their success and temporarily unavailable. To be informed when they are back in stock, enter your email address on the product page.

    Where can I find my product?

    Unfortunately, we do not have any visibility regarding in-store stock. You can directly contact the store nearest to you.

    Can I review a product?

    Your feedback is very important to us as it allows us to continuously improve the quality of our products. To leave a review, simply visit the product page and click on “Review” below the product description, then on “Write a review”.
    Each review is verified by our teams who reserve the right to refuse certain publications depending on their content. For any additional information on how reviews are managed, you can click here.

    How can I apply for a job or internship offer?

    If you’re interested in our brand and want to apply to work for us, we would encourage you to regularly visit the “Careers” section.

  • NARS PRO PROGRAMME

    What is the Nars Pro programme?

    The Nars Pro programme allows make-up artists and design professionals to benefit from exclusive access to the iconic Nars world. Nars Pro is committed to improving the life of professionals working with celebrities or in fields such as beauty, fashion, music, television, and cinema.

    How can I become a Nars Pro programme member?

    You must be eligible for one of our 3 membership status options (intern, professional or make-up artist) and make your request online here. You will find the list of supporting documents required for each membership status by clicking here.

    How long will it take for my membership to be approved?

    You will be notified by email within 14 working days of making your request. If your request is refused, you will be asked for more details by email. You will be able to make a new request at any time.

    How can I benefit from the Nars Pro discount on the website?

    Your discount will be automatically applied to your basket if you are logged in to your Nars account as a Nars Pro member.

    How long is a Nars Pro membership valid?

    The Nars Pro membership programme is valid for 1 year.

    Do I need to request renewal of my Nars Pro programme membership?

    Membership is valid for 1 year. You need to renew your membership each year.

    What should I do if I don’t receive a response to my membership or renewal request?

    You can contact us at the following address: narsartistprogramme@narscosmetics.eu

  • ONLINE TOOLS AND BEAUTY TIPS

    What is your foundation shade?

    Find your match using our augmented reality tool Matchmaker here.

    Have you tried our virtual try-on tool?

    An entire range of shades just a click away. Discover our shades using our interactive try-on tool. Just click on TRY ON for our lip, eye, and cheek products.

    Do you need some beauty advice?

    For personalised beauty advice, you can contact us here.