FAQ

A quick note: For questions related to our holiday sale, please visit the Holiday FAQs page.

Returns/Exchanges

What is your return policy? 

For online orders, we accept products in unused and unopened condition in original packaging for a full refund within 30 days of purchase. There is no restocking fee, however, the customer is responsible for the return shipping fees. Kjaer Weis maintains the right to deny approval of a refund for items that are believed to have been previously used. To initiate a return, please contact customerservice@kjaerweis.com for further instruction. Kindly note that the following items are FINAL SALE: all Brushes, all Bags, and Collector’s Kits. Exchanges for products of equal value must be pre-approved by the Kjaer Weis Customer Service team. The return item must be received before the replacement item will be shipped.

How long will it take until my refund is processed? 

Once we receive your return, please allow 2-4 business days for your return to be processed and then up to 5-7 business days for your bank to post the refund to your account. You will receive an email when our team has processed your refund.

Can I return a product purchased at a store? 

We do not accept returns from retailers other than kjaerweis.com. Please contact the retailer directly to inquire about a return.

Orders

How can I cancel or adjust my order?  

Please email us at customerservice@kjaerweis.com as soon as possible if you would like to cancel your order. Our warehouse processes orders quickly, but we’ll do our best to process your cancellation request. Unfortunately, we are unable to make changes or amendments to orders after they have been placed.

I received the wrong item/something is missing from my order.

Our apologies! Please email our Customer Service team at customerservice@kjaerweis.com so we can look into your order for you.

An item I ordered is out of stock.

If an order is placed for an item that has been marked as out of stock in our warehouse, we will remove the item from your order and refund you the full amount.

I want to place an order but the item is out of stock. What do I do?

Due to the nature of small batch production, please allow for additional time for your much-loved items to come back in stock. Please sign up on the product page using your email address to be notified once we are back in stock. We appreciate your patience!

Deluxe Samples

Can you add a Deluxe Sample to my order?

We are unable to add or remove items, including Deluxe Samples, from orders after they have been submitted.

Do I have to include the Deluxe Sample with my return?

No, please feel free to keep your Deluxe Sample!

Shipping

Shipping

How long will it take for my order to ship?

Orders placed before 3:00pm EST will be processed within 1-2 business days. During certain peak times, including holidays, orders may take up to 3-5 business days to process and ship. Once your order has shipped, you will receive a tracking number via email. We estimate that you will receive your order within 5-7 business days of its ship date depending on your location.

Can you expedite my order?

At this time we are unable to provide expedited shipping.

How much does shipping cost?

We offer complimentary shipping on all orders.

Where will my order ship from?

Orders for US customers are shipped via UPS from our warehouse in New Jersey. All European orders are shipped via GLS from our warehouse in Denmark.

Do you ship to PO Boxes?

We do not ship to PO Boxes at this time.

My order has been marked as delivered but hasn’t arrived yet.

If tracking shows that your order has been delivered but you cannot locate the package, kindly wait until the end of the day as packages can be marked as "delivered" while still in transit. Kjaer Weis is not responsible for packages that are lost, stolen, or misplaced by the carrier.

Gift Cards/Discount Codes

How do I use my gift card?

Please enter your code into the box titled “gift card or discount code” on the checkout page. We are unable to add a discount code to an order that has already been submitted.

When will I receive my gift card?

All gift cards purchased on kjaerweis.com are digital gift cards and will be sent via email.

Can I combine discount codes or gift cards?

Gift cards or discount codes cannot be combined.

About the Brand

Help! How do you pronounce Kjaer Weis? What does it mean?

It sounds like this: Kē-yar Wīs. It’s the Danish last name of company founder Kirsten Kjær Weis.

What is unique and beneficial about Kjaer Weis makeup as compared to other organic or natural cosmetics?

Created by a professional makeup artist, Kjaer Weis is one of the few cosmetics lines that offers high performance makeup in stunning colors and luxurious packaging, yet still maintains top quality organic formulations. While other brands use disposable casings for their makeup, founder Kirsten Kjaer Weis worked with an award-winning designed to create a thoughtful, refillable system of compacts, with the intention of reducing waste.

Why does organic certification for makeup products matter?

Studies are beginning to support the toxic effect of the many chemicals found in conventional cosmetics. That said, we are beginning to see entrepreneurs in the health and beauty market selling makeup that’s “organic”; but it can be difficult for the consumer to know if that’s the truth. Currently, Europe is further along than the United States and Canada in demanding greater transparency with regards to ingredients found in makeup. That’s why Kjaer Weis products are made in Italy, and we’ve invested time and money into securing CCPB (Controllo e Certificazione Prodotti Biologici) certification. This inspection agency has some of the strictest standards for organic and natural certification in all of Europe, so when you purchase our products, you can be assured that you are receiving makeup formulated from the highest quality organic ingredients. It’s more than just an advertising claim; the certification is your guarantee that it’s true.

You sometimes refer to "organic", and sometimes to "natural". What is the difference?

Sometimes companies use natural and organic interchangeably, but there is a difference. “Certified Natural” products contain higher levels of materials that, while still natural, cannot be certified organic because they occur in non-agricultural environments. For example, our Eye Shadows contain bamboo silica. Even though this bamboo is grown in the wild with no fertilizers, the certifying agency of Italy, where our products are made, considers this bamboo “natural”, not organic. “Organic” is grown without any exposure to chemicals, and there are government agencies that will certify that fact to be true. Organic products can actually become toxic if the manufacturing process chooses to use high temperatures to create their formulations. At Kjaer Weis, our products are manufactured in an environment that controls temperatures to maintain the integrity of beneficial ingredients. When compared with other “organic” makeup products on the market, you’ll find that Kjaer Weis contains an exceptionally high percentage of organic ingredients, while offering very high quality and performance.

Is the Red Edition going to come filled like a Iconic Edition?

No, there will be a Refill included in your order at checkout and you must fill the Red Edition compact on your own.

Is the Red Edition life-long?

No, 2-3 Refills can be used in the Red Edition Compact; and the Red Edition Compact can be recycled. If you are looking for a for-life option, we recommend The Iconic Edition.

Can I buy the Red Edition compact without a Refill?

No, all Red Edition purchases come with two separate items, an empty Red Edition compact and a refill to fill the compact.

What is the Red Edition made from?

Our Red Edition compacts are made from TTH red card paper which has been thoroughly tested to ensure that it is environmentally safe. There are no chemicals used in the making of the paper nor the compact.

How do I return my Red Edition purchase?

If you choose to return your Red Edition purchase, you are required to return BOTH items (Red Edition compact AND the Refill) and both returned items must be in unused and unopened condition in the original packaging in order to receive a full refund.

If you don't use parabens, how do you preserve your makeup products? How long will they last?

Our makeup is self-preserving through the use ingredients such as honeysuckle, and a special heating and cooling process during formulation. KW products stay fresh and usable up to 3 years unopened, and up to 12 months after they are opened.

Why isn't Kjaer Weis makeup vegan?

Kjaer Weis has chosen to use beeswax in its products for its nourishing properties. Beeswax comes from bees, not directly from plants; because of this, Kjaer Weis is not considered vegan.

Do you test on animals?

No, we do not test any products or ingredients on animals.

Do you use any synthetic colors in your formulations?

Within the color palette of Kjaer Weis products, there are a few products with a very small amount of synthetic pigment, and they’re only used when it’s not possible to achieve the color using anything from a natural source. Our goal at Kjaer Weis is not to use any synthetic pigments, so we continue to develop colors and products with that goal in mind. Full disclosure on any Kjaer Weis product that requires a synthetic pigment is present on the package label and also within the “description” section of each product in our online store.

How would you suggest the product be applied? Can I use my fingers or should I use brushes?

You can get great results using either! The smooth textures of Kjaer Weis products make for effortless application with just the warmth of your fingers, perfect for a more natural look. With brush application, a more precise definition and contouring are possible.

I love the makeup colors available, but they seem to go on quite sheer at first. Is there a way to create more coverage, or a more dramatic look?

Our products have a “light touch” when it comes to pigmentation; they were created with buildable coverage in mind, so its easy to control how much – or how little- color is applied. Remember, Kjaer Weis is made from the nature’s finest ingredients, so don’t be afraid to use liberally!

Do Kjaer Weis products contain sunscreen? Are they waterproof?

Although Kjaer Weis offers some protection from the sun, we do not consider ourselves to be sunscreen. We encourage you to reference www.ewg.org for safe sunscreens. Our products are not waterproof, though our Lip Tints, Cream Blush and Foundation contain natural emollients that can create a somewhat water resistant effect.

Is the KW compact difficult to refill with new product?

Founder Kirsten Kjaer Weis worked with an award-winning designer to create a thoughtful system of makeup refills for her signature “KW” compacts, with the intention of reducing waste. Refilling your compact is easy. Just turn over the compact, and find the little hole by the label. Using a pin or a pen tip, just pop out the empty makeup pan, and replace it with a new one. That’s all it takes!

What are your plans for future products?

We currently have a variety of new products in development. We love to hear our customer’s insights on our brand, so please keep in touch!