Customer Care
Shopping
Shipping
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RETURNS
If you are not completely satisfied with your purchase from NARScosmetics.ca, you may return it within 30 days of purchase and we will provide a full merchandise refund in the original form of payment. Please note, shipping fees are non-refundable. Customers are responsible for all shipping fees associated with returns.
To process your return, please contact Customer Care at customercare@NARScosmetics.ca or via phone at 1-866-880-NARS. Refunds may take up to 10 business days from the time the return is received at our facility. Please note that only NARS products purchased from NARScosmetics.ca can be accepted for return. We regret that we cannot make exchanges at this time. Promotions on NARSCosmetics.ca cannot be applied retroactively and orders must be placed within the designated promotion timeframe.
FINAL SALE
Items marked as Final Sale cannot be returned. Should you require assistance, please get in touch with our Customer Service team.
ORDER BY PHONE
If you wish to order by phone instead of shopping online, please call NARS toll-free at 1-866-880-NARS. Please refer to the Customer Care Contact Information section for operating hours.
MAXIMUM PURCHASE POLICY
We regret that we must limit orders to no more than 5 units for any item. Certain palettes and other limited sets may be restricted to one or two units per order.
SALES TAX
We are required by law to charge sales tax on all orders shipped within Canada. Sales tax is calculated and charged based on the province of the shipping address.
PAYMENT AUTHORIZATION
All purchases are subject to bank authorization prior to processing. Only authorized purchases will be processed and shipped. Please note that we do not accept any credit cards drawn on banks outside of Canada.
PAYMENT AUTHORIZATION HOLDS
When placing an order using a credit card or debit card, two transactions will be posted to your account.
- The issuing bank for your payment card will place a hold on the funds in your account equal to the amount purchased when an order is authorized. This action reserves the funds for the pending charge
- You will subsequently be charged for the order which removes the funds from your account. The charge may vary from the amount of the authorization hold if the order is altered or cancelled prior to shipment
If an order is cancelled, the authorization hold will be removed by the issuing bank. For details on the removal of authorization holds, please contact the issuing bank’s customer service. This process is specific to each bank, we regret that we cannot provide assistance with the removal of authorization holds.
EGIFT CARDS
eGift Cards are only available for purchase and use within Canada. Please note, eGift Cards must be purchased separately from salable items in your order to mitigate any order delays.
NARS Cosmetics eGift Cards may be purchased online in the following denominations - $25, $50, $75, $100, $150, $200, $300, $400 and $500. eGift Card purchases are limited to $1,000 per order or no more than one eGift Card per order. You can use a credit card or debit card to purchase an eGift Card online. eGift Card will be sent to a recipient’s email address within 2-4 hours after purchase. A separate email will follow with the PIN numbers. Both are required to redeem eGift Card credit.
Please note that when a return is processed on order with split payments, all credits will first be processed onto a new eGift Card, not the credit card used.
Please note that any eGift Card purchase is exempt from tax. eGift Card values are excluded from order total thresholds required to receive complimentary shipping and promotional gift with purchase.
eGift Cards may be used for making purchases (other than eGift Cards) on narscosmetics.ca. They are not redeemable at other retailers. eGift Cards do not expire nor have fees. eGift Cards may be used for multiple transactions up to the value on the eGift Card. eGift Cards are not reloadable. eGift Cards are not refundable or redeemable for cash and cannot be replaced if lost or stolen, except as required by law or policy. Purchases made with an eGift card as the payment method will be refunded to a new eGift card. The new eGift card number and PIN will be sent to the recipient by email. To find out the balance on your eGift Card, please click here.
Shipping
Holiday Shipping Guidelines for delivery by December 24. Order by noon.
| Standard Shipping | |
|---|---|
| Local Zone 1 | December 19 2 |
| Regional Zone 1 | December 16 2 |
| National Zone 1 | December 10 2 |
1 Exceptions apply in some areas.
2 Exact delivery standards exist for every origin-destination combination. Find the specific delivery standard from postal code L3R 5P9 to a Canadian destination here.
SHIPPING COSTS
NARS is pleased to offer FREE standard shipping* on all orders of $35 or more.
Orders over $500 will require proof of age and will be sent directly to the post office for pickup. A delivery notice card will be left in the receivers mailbox with the pickup location.
- Standard Shipping – $10.00 (3-10 business days*)
- Express Shipping (Not Available) – $15.00 (1-3 business days*)
*Actual delivery time may vary and depends on shipping distance. Delivery to some remote addresses may require up to 2-3 additional days.
Please note:
- At this time, we can only accept orders that are shipped to locations in Canada. Please note that we do not ship to P.O boxes.
- Hazmat items such as Fragrances and Nail polishes, as well as some Foundations and Sunscreens must ship via standard ground.
CANADA POST STRIKE
During the Canada Post strike, we are shipping with alternative carriers. Please note that we are unable to ship to PO Boxes and some remote or rural areas. For orders previously placed with Canada Post, please expect delays. Your patience and understanding is greatly appreciated.
ORDER PROCESSING TIMES
NARS orders are processed within 1-2 business days. Orders placed after 12:00 PM EST may ship the following business day. Likewise, orders placed on non-business days (weekends or holidays) will be processed on the next business day. Orders are processed, shipped and delivered on business days only. NARScosmetics.ca cannot ship to PO boxes at this time.
ORDER STATUS
We aim to process your order as quickly as possible. Therefore, order cancelations and modifications are time-sensitive and not guaranteed.
ORDER CANCELLATIONS
Full order cancellations are eligible within 90 minutes after the order is placed.
To cancel your order, please log in to My Account, and visit the Order History tab. Should your order be eligible for a cancellation, the option will appear beside the order number. If you don’t have an account, kindly use our Order Tracker to search and locate your order.
OUT OF STOCK CANCELLATIONS
Items in your order, including samples, are based on stock availability and are not guaranteed to be fulfilled.
If an item in your order is out of stock after your order has been placed, that item will be canceled from your order, and you will receive a notification via email. All in-stock items in your order will be shipped to you.
Please note that cancelled items, including samples, cannot be replaced with alternatives once the order has been processed.
TRACKING YOUR ORDERS
After your order is placed, you will be emailed an order confirmation. Once your order is shipped, you will receive another email with your tracking information where you can track and monitor the delivery status of your NARS order. You can also view the status of your order by visiting www.NARScosmetics.ca and logging in to My Account with your user ID and password. Click on “view my order.”
Please note that Canada Post may not have tracking information available for up to 12 business hours after the order has shipped. All previous order history can be viewed under the My Account section on the website.
Other Questions
DOES NARS TEST ON ANIMALS?
NARS does not test on animals nor do we ask others to test on our behalf, except where required by law. NARS is actively working with industry and other partners to eliminate animal testing globally and is committed to the development and acceptance of alternative methods. We are equally dedicated to the health and safety of our consumers ensuring we meet the highest in quality standards. We remain committed to bringing our vision of beauty and artistry to more fans around the globe as part of our long-held commitment to empower women everywhere.
DO NARS PRODUCTS CONTAIN ANY ANIMAL PRODUCTS?
We are continually evaluating alternatives to animal-derived ingredients and have replaced many ingredients with vegetable derived substitutes. However, certain NARS products may contain animal derivatives, such as lanolin. If you would like further information as to which NARS products contain animal derivatives please contact customer care and we will provide that information.
DO NARS PRODUCTS CONTAIN GLUTEN?
Many of our products do not contain ingredients derived from barley, oats, rye, spelt or wheat, which are commonly known sources of gluten. However, due to the wide range of raw materials and equipment used during the manufacturing of our products, we cannot confirm that our products are free from any traces of gluten. If you have specific questions or concerns regarding gluten, and the ingredients contained in our formulas, we recommend that you consult your physician.
WHY DO SOME NARS PRODUCTS INCLUDE PARABENS?
It is important to use preservatives to prevent bacterial and fungal contamination. With the high level of natural ingredients in our formulations, the absence of preservatives would require our products to be refrigerated and would need to be used within approximately two weeks after production. Additionally, we strive to ensure our products do not present any health risk from contamination by harmful microorganisms by using preservatives such as parabens.
Parabens have been used for over 70 years and are approved by Health Canada for use in a wide variety of consumer products, including foods and beverages. Parabens provide a critical role in frontline defense for preventing disease and infection in humans by preventing fungal and bacterial contamination, and are recognized as safe by the World Health Organization as well as government agencies around the world. In the United States, the Cosmetic Ingredient Review (CIR) expert panel (an independent body of internationally recognized medical and scientific experts in safety evaluation) has reviewed parabens and concluded that they are safe for use in cosmetic products. All our products are allergy tested and dermatologist tested.
WHY CAN MY NARS MAKEUP BRUSH SHED?
Many of NARS brushes are made from animal hair. The hair for each brush is determined in order to provide the best application possible. When natural hair is used, it is difficult to provide uniformity with regard to hair length for every strand therefore; shorter hairs may be bundled with longer strands which may cause some shedding. We take many steps to reduce excessive shedding and to provide the best product possible. An additional step that can be taken to help minimize brush shedding is to occasionally wash your brushes with a mild shampoo. Be careful not to get water in to the top of the ferrule as this can deteriorate the glue which will cause separation from the brush head and the handle. Rinse brushes until the water runs clear. Gently re-shape brushes and let them air dry laying flat.
Please note: No animals are harmed in any way while collecting the natural hair used in many of our brushes.
WHAT IS THE NARS COOKIE POLICY?
This website uses cookies and other automated tools to remember you and to customize your experience. In order to provide you with relevant tailored content and ads on the NARS website and other third-party sites, NARS and our partners may collect, use and share information about your visits to and use of our website. You can identify those third parties that may collect and use your information for tailored advertising purposes and can opt-out of their collection and use of such information by going to https://www.networkadvertising.org/managing/opt_out.asp. Unless you opt-out, further use of this website will be considered consent to the foregoing. To learn more about our privacy practices, please visit our Privacy Policy.
Customer Care Contact Information
Please contact our Customer Care team with any questions you may have.
- Phone: 1-866-880-NARS
- Email: customercare@NARScosmetics.ca
- Hours:
