Free delivery in France, Belgium and Luxembourg on orders from 65€

FAQ en

GENERAL

WHERE CAN I FIND OTRERA BEAUTY PRODUCTS?

Only and exclusively on www.OTRERABEAUTY.com. 

HOW DO I CONTACT CUSTOMER SERVICE?

You can contact customer service via the contact form by clicking on “CONTACT” at the bottom of the page on the right.

HOW CAN YOU BE AWARE OF THE RE-STOCK OF YOUR PRODUCTS AND PROMOTIONAL OFFERS (PROMO CODES, LIMITED EDITIONS)?

Be sure to follow us on Instagram @OTRERABEAUTY, we share all the offers and stock discounts and lots of great photos too;-)

Do not hesitate to subscribe (it’s free) to our Newsletter by entering your e-mail address in the area provided for this purpose, at the bottom of any page of the website www.OTRERABEAUTY.com.

PRODUCTS

WHERE ARE OTRERA BEAUTY COSMETICS MANUFACTURED?

Sanaa works hard to find and make the best formulas. She works closely with laboratories in Italy. It is important and essential for it to work with laboratories that comply with European cosmetic regulations.

ARE OTRERA BEAUTY PRODUCTS TESTED ON ANIMALS?

OTRERA BEAUTY is against animal testing. In Europe, it is forbidden to carry out animal testing on cosmetics. The DGCCRF (the Directorate-General for Competition, Consumer Affairs and Fraud Prevention) clearly points out that animal testing of cosmetic products is prohibited by European regulations. Therefore, the claim “not tested on animals” is abusive and should not appear on these products. That’s why we don’t have “not tested on animals” or “rabbit” on our products.

ARE THE PRODUCTS VEGAN?

To date a majority of formulas is VEGAN and we will do our best to offer even more VEGAN products.

For example, in our THE BEGINNING palette, only DIAN eyeshadow is not VEGAN. Our THE GAMES CHANGING Primer eyeshadow primer is VEGAN.

WHAT IS THE LIST OF INGREDIENTS?

All our ingredients are listed under each of the products in the “INGREDIENTS” tab, everything is there;-)

I don’t know what my shade is, what do I do?

Do not hesitate to contact our customer service who will be happy to support you in this hard step! We know all that it is to hesitate between two shades;-) You just have to click on «CONTACT» at the bottom right of the site but before that, do not forget to look at all the photos of the product file, This will allow you to compare all shades and make your search easier. Second, join us on Instagram @OTRERABEAUTY as we post a lot of photos that will help and inspire you.

ORDERS

HOW CAN I BE SURE THAT MY ORDER HAS BEEN PLACED?

Once the payment has been validated, you will receive a confirmation email. In case of doubt do not hesitate to contact our customer service who will check for you.

CAN I CHANGE MY ORDER ONCE PAYMENT HAS BEEN MADE AND CONFIRMATION EMAIL HAS BEEN RECEIVED?

We cannot cancel your order but if you have made a mistake in your shipping address do not hesitate to contact us. We do not guarantee you the possibility to do this because our logisticians work very fast to ensure you a delivery as quickly as possible but we will do our best.

WHEN WILL MY ORDER BE SHIPPED?

We make every effort to ship your order to you between 1 and 3 working days because we also look forward to you enjoying your products quickly. Once the order is prepared, it is sent according to the shipping method you selected. As soon as the package is shipped you receive an email informing you that it is on its way with the tracking number.

Take into consideration that these deadlines may vary during SALES, promotions, holidays and public holidays but also in case of specific launches such as limited edition collections or products. If you want more information about delivery, you can refer to the section «DELIVERY & RETURNS». The Otrera Tribe thanks you very much for your understanding and patience. You can count on us, we will always do our best.

AFTER DELIVERY

MY PRODUCT IS BROKEN WHAT DO I DO?

First of all we are sorry for the inconvenience, we know how frustrating it can be to receive your package in bad condition. Despite all our efforts to ensure quality service, it may be that sometimes the journey is not made in the best conditions and it is unfortunately beyond our control. Contact us within a maximum of 14 working days via the contact form by clicking on “CONTACT” at the bottom right of the page accompanied by photos of the exterior of the package, the interior of the package and the damaged product.

I CHANGED MY MIND, I WANT TO RETURN MY PRODUCT

First of all, we are sorry to hear that you would like to return your product. Please note that we do not accept open products for health and safety reasons. Think carefully before placing your order and contact us in case of doubt, we are here to help you. Simply click on the “CONTACT” section at the bottom right of the site.

If you have not opened the product and you wish to withdraw, you must contact us within 14 working days and include pictures of the products in your email. Simply click on “CONTACT” at the bottom right of the page. The products must be returned to us in new condition and in their original packaging and blister, unsealed and not used, failing which the refund cannot be made.

The return costs are exclusively borne by the customer (including any other costs: customs, etc.)

Any package for which there is no element identifying the sender (surname, first name, address, order number) may also not be taken back. We advise you to choose a mode of transport with tracking number. Without tracking number, we will not accept any claims.
If the returned product does not comply with the conditions of return, the refund cannot be made.

If you would like further information, please refer to our Return Policy in the «DELIVERY & RETURNS» section.

I AM OUTSIDE EUROPE OR IN SWITZERLAND, DO I HAVE TO PLAN TO PAY CUSTOMS TAXES?

Shipments to Switzerland or outside Europe are subject to possible additional costs, such as taxes and import charges, which will not be recorded during your order confirmation and payment. These fees will not be covered or reimbursed by www.OTRERABEAUTY.COM. Do not hesitate to determine with the customs service of your country, what would be the amount of these fees before placing your order to avoid surprise when receiving the package. We are not responsible if a delivery is affected by an import procedure.