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Frequently Asked Questions

GENERAL

Question

Are your products Vegan/Cruelty free? And are they tested on animals?

Our products are completely cruelty free and not tested on animals. All six makeup brushes are premium synthetic and vegan.

Question

What if my order is defective or damaged when I receive it?

We deeply apologize if your item is defective, damaged, or you feel it is not as advertised. Please email us at support@hexbrush.com as soon as possible, and we will work with you to resolve the issue. Please include your order number, as well as the issue you are experiencing. We will provide you with a return label and notify you via email once your return has been received and approved. Your refund/exchange (whichever you prefer) will be processed to the original method of payment.

Question

How do I update my order?

Please reach out to support@hexbrush.com with any updates you might have to your order, such as a change in delivery address, product color or quantity.
Please do this as soon as possible, as it will very difficult to resolve after your order is dispatched.

Question

If I'm having trouble with my order, who should I reach out to?

Please reach out to support@hexbrush.com with any trouble or issues you might be having with your order- whether it is while you are trying to order, after your order is placed, or after it is received.

Question

Where are you based out of?

We are based out of Conroe, Texas. Every order is shipped straight from Texas!

PRODUCT QUESTIONS

Question

How do I clean my brushes?

You can clean your Hexbrush brushes quite easily, since they are exposed just enough to achieve a comfortable washing/cleaning process. We recommend cleaning each brush against a silicone brush cleaning mat. Please make sure all brushes are dry prior to sliding them back into it's protective case.

Question

Help! My brush stayed up even after I pulled the corresponding slider down.

No worries! This might happen very rarely, on occasion. It is a very easy and simple fix - just tap the brush down with your palm, and it will snap right back in place! Don't be afraid to use a bit of pressure when doing so! Feel free to chat with us or send us message, if you need help or have any other questions!

Question

Are the brushes removable?

The six brushes are not removable, since the entire purpose of Hexbrush is to avoid clutter and the potential of losing/misplacing peices. Our product takes up the least amount of space possible all the while including six different brush heads. We designed it specifically for you to be able to use while still being attached at the base. We also made sure all of the brushes push all the way out, which makes for easy brush cleaning and makeup application. Hexbrush was created to be easy, light, and comfortable to use/hold, even one handed!

Question

How big/heavy is Hexbrush?

Only 4 ounches, 6 inches long, and 2 inches wide! Hexbrush was specifically custom designed to make sure it is as light as possible to hold and use, whilst including 6 makeup brushes. Normally 6 makeup brushes along with a storage bag take up much more room and add unnecessary weight. Hexbrush's compact nature makes it easy to use and take with you virtually anywhere!

Shipping

Question

Can I change my shipping address?

Please email us at support@hexbrush.com with your order number and address to be delivered to. Make sure you enter ‘Urgent: Address change’ in the subject line, and we will do our best to change your address. Please keep in mind once your order has been dispatched, it is no longer possible to make changes on the shipping address.

Question

Do you do ship internationally, or only within the United States?

Yes! We ship to select countries outside of the United States. We will be adding even more countries very soon! Please note that we do not accept responsibility for any customs or duty fees, as well as VAT fees for international orders. If applicable, these fees are the responsibility of the customer and are not included in the final order cost.

Question

How can I track my order?

Tracking information is emailed to you the moment your order ships. However, carriers do not update tracking for 24-48 hours after the initial scan of your shipment. We ask that you check back in 48 hours. If you still do not see tracking information please contact us at support@hexbrush.com

Question

When will my order ship? How long will it take to arrive?

Orders are processed within 24-48 hours. Orders will be shipped out only Monday-Friday. Orders placed after 4 pm ET on a Friday, will ship the following Monday, if not a holiday.

USPS First Class Package within the US typically takes between 2-5 business days to arrive to your address. All orders are shipped from Conroe, Texas. COVID-19 may cause some additional delays.

RETURNS & EXCHANGES

Question

Do you accept returns?

We truly hope you enjoy the product you purchase! However, if you are not satisfied with the product you received, we will be happy to process a refund or an exchange for you. The item must not be damaged or heavily worn.

To return or exchange a product please email support@hexbrush.com

Your order is eligible for return or exchange if the return package is postmarked within 14 days of the original order date. Returns postmarked after 14 days will be returned to sender.

Original shipping and return shipping fees are the responsibilty of the customer and are non-refundable

We recommend using a tracked service to return the product(s). Please retain the tracking number of your return package for your records. Hexbrush is not responsible for return packages that are not received at our office.

We will notify you via email once your return has been received and approved. Your refund will be processed to the original method of payment.

Question

How do I initiate a return or exchange?

To begin your return/exchange, please email support@hexbrush.com Please include your order number in the email, with details regarding if you would like to return or exchange.

We will notify you via email once your return has been received and approved. Your refund will be processed back to your original form of payment.