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FAQ

Orders

Can I cancel or amend my order after purchase?

Unfortunately we are unable to amend or cancel orders after they are placed. But if you for any reason needs to return the item, please do so following the returns policy found here.

I am having issues clearing my basket?

To clear your basket click here.

Shipping & Returns

Where can I track my order?

The tracking will be included on your dispatch email. Please note that tracking can take up to 24 h for the tracking to updated.

Where does Trinny London ship?

We ship internationally. For more information please click [here].(https://trinnylondon.com/shipping)

What are Trinny London shipping costs?

Shipping costs vary depending on the destination and the delivery times, for more information please visit trinnylondon.com/shipping

Will I be liable for duties, customs or taxes?

You are liable for any duties, customs and taxes levied by the country your order is being shipped to. Trinny London cannot advise you what these costs may be.

How can I return my product?

Please find more details on how to return your products here.

If still unsure please drop us an email at [email protected] or call us on +44 (0)20 3893 3251 (from 9am to 5pm GMT Monday to Friday).

Trinny Tribe

How do I become a member of the Trinny Tribe?

Please find your closest tribe and join here.

Match2Me

What is Match2Me?

Match2Me is a unique tool designed to help you choose and purchase our Trinny London make-up perfectly suited to your skin, hair and eye combination.

The skin type you select will determine exactly which colour you should choose across our face category, whether that may be our BFF skin perfector, our Just a Touch foundation/concealer etc.

Your SHE (skin, hair and eye) combination will filter down our wide selection of cheek, lip and eye colours down to the ones best suited to you. That being said if you fancy the look of another colour feel free to select those also. Our Match2Me colour suggestions are great starting points for those who are unsure of what makeup to choose.

Being a predominately online brand, our customers rely highly on our Match2Me system. We are proud of its success rates and how our chosen combinations have helped women who have been feeling lost with their makeup routines regain their confidence. Ultimately we want our makeup to really inspire you to Be Your Best.

Contact

How can I get more Trinny Tips and advice from Trinny?

You can follow Trinny on the Trinny London social media platforms where she speaks daily about beauty and fashion and takes questions alongside other experts and members of the team.

Instagram: @trinnylondon
Facebook: facebook/trinnylondon
Twitter: @trinnylondon
T Time blog: https://trinnylondon.com/uk/t-time
Share your stack style using #TrinnyTribe

Can I apply for a job at Trinny London?

Our vacancies are listed here.

I can't find an answer to my question?

For further queries please contacts our Customer Service team at [email protected]

We aim to respond within 72 hours. Our working hours are Monday-Friday 9am-5pm GMT, excluding Bank Holidays.

Products

Where can I find the list of ingredients for a specific product?

You can find a list of ingredients in the what’s inside section on the product pages.

Where are your cosmetics made?

All of our products are made in Italy.

Where are your products stocked?

You can find our products at selected Fenwick branches in the UK and at John Barett in New York.

We also stock our products at our HQ and Jubilee place studio, however this is by appointment only.
Due to limited space we are unable to accommodate plus ones. Guide dogs only.

Are your products cruelty free?

All of our products are cruelty free as they have not been tested on animals.

Some of our products may contain animal derived ingredients, these ingredients are clearly marked on the packaging such as beeswax, hydrolysed collagen, hydrolysed elastin and carmine (CI 75470).

The hydrolysed elastin and hydrolysed collagen found in our Miracle Blur were extracted from waste by-products of farmed fish from the food industry.

As a brand we endevour to ensure that all the ingredients used in our products are free from animal harm.

Are your products paraben free?

All our products are paraben free except Miracle Blur.

Are your products vegan?

Some of our products are Vegan. Look for the Vegan icon under the “Why We ❤️ It” section in the product page.

Do you offer samples?

We currently do not offer samples of our products.

Instead we have our unique Match2Me, which can be found here. Match2Me is a unique tool designed to help you choose and purchase make-up perfectly suited to your colouring.

Where can I leave a review of a product?

You can leave a review at the bottom of individual product pages.

Can I place an order over the phone?

Due to data protection laws, we are unable to process orders over the phone.

Appointments

How can I book a consultation?

You can book and appointment at our HQ and at selected Fenwicks stores in the UK. In the US you can book an appointment at John Barett.

What types of appointments do you offer?

Our offering changes, please refer to an up to date list here.

Can I cancel or reschedule my Trinny London appointment?

Yes, you will find a reschedule or cancel option in your confirmation email.

This can be done up to 24 hours prior to your appointment time. Unfortunately, due to the high demand of our appointments, a refund will not be issued if cancelled within 24 hours.

Is your makeup studio wheelchair accessible?

The Make-up Studio at our Jubilee Place HQ, requires access via a ramp that can be put in place by the buildings security/reception team.
Due to the buildings opening hours, we would request that weekend appointments are avoided as we are unable to provide ramp access on Saturday's and Sunday's.

However, we would love to accommodate you at our Flagship counter, in Fenwick Bond Street, should you wish for a weekend appointment.

Trinny London is located on the 2nd Floor at Jubilee Place, and this can be accessed via a lift from reception.

Sustainability

Is your packaging sustainable?

At Trinny London, we are committed to minimising the impact that our products have on the environment.
Our iconic stackable pots are designed to be re-used after the product has run out and are perfect for travel.
We are working towards reducing our carbon footprint and sourcing locally where possible and have made changes to our cardboard transit packaging to be 100% recyclable, using biodegradable and sustainably sourced board with eco friendly inks that are plastic free and ocean friendly.