Are your products cruelty-free?
Yes! NONE of our products are tested on animals.
Are your products vegan?
We’re happy to offer an assortment of products that are free from animal-derived ingredients. The following is a list of all products and product ranges that are currently vegan.
Lip Liner Pencils
Eyelashes (all styles)
PRO Lash Glue
Latex-free PRO Lash Glue
Simply Black Liner Collection
Airbrush EFFECT Blenders
How do I change or cancel my order?
Change your mind? We will try to catch your order in time for cancellation and chase down our delivery driver! However, we are unable to guarantee order cancellations once the order is processed. Because we ship our orders as quickly as possible sometimes we cannot cancel an order once it has been processed and shipped. Once you have received your items, you may send them back for a refund (minus shipping fees) as long as they are unopened and unused. Once you receive a shipment confirmation by email, it means your order already has been processed and cannot be changed or cancelled.
I'm having difficulties placing my order.
Our apologies for any inconvenience. Please email us at firstname.lastname@example.org, we’d be happy to assist!
The product(s) I ordered arrived damaged
We are sorry to hear of this! Please send us a picture of the damaged item(s) to email@example.com within 7 days of receipt along with your order number and any additional information and we will work on getting the new item(s) out ASAP! Please note damaged items may only be replaced with the same item.
Returns and exchanges
We LOVE all our customers and your enjoyment of our little luxuries is of the utmost importance to us! Please see below for details on returns and exchanges.
What can be returned/exchanged?
For a return or exchange, please email firstname.lastname@example.org within 30 days of receiving the products accompanied with your order number and a description/reason for the return/exchange. Once processed, we will issue you a return authorization (RA) number. Please be sure to include this with the return and on the box.
Only items purchased online through www.truefictioncosmetics.ca may qualify for a refund or exchange. All damaged items or exchange items may only be exchanged for the same product you purchased.
Please note that all sale items are final sale.
Due to the wallet-friendly nature of our products we can only accept returns or exchanges on unused and unopened items. We cannot accept returns on empty, refilled or used products.
To return/exchange your product please send them back to:
True Fiction Cosmetics
Attention: Customer Care
7940 Winston Street
Burnaby, BC V5A 2H5 Canada
To speed up the processing time of your return we highly recommend to send the parcel back via a traceable service, most postal express services offer tracking, as well as carriers such as FedEx, UPS, etc. Please note we cannot be responsible for lost or undelivered return packages.
We will issue your refund/exchange promptly via the payment method provided for payment once your return has been processed.
Generally, processing time for refunds is 7 to 10 full business days from the time your package is received. We will notify you of the status of your return by e-mail.
We're sorry, but unfortunately shipping fees are non-refundable.
Why was my order cancelled?
Sometimes orders are cancelled if there are discrepancies with the billing or shipping information and the payment details provided for the order. The security of our customers’ payment information is of the highest priority to us, therefore if there are discrepancies with the billing or shipping information provided at the time of purchase, your order may be cancelled for your protection, as the payment information provided did not match the payment source.
When is my order going to ship?
Most orders ship within 2-3 business days after being processed and arrive within 2-7 business depending on your location and shipping service selected. This time may vary during high volume periods such as Christmas, promotional launches, etc.
At this time we collect Provincial and Federal taxes on orders within Canada
What payment options do you accept?
American Express, MasterCard, Visa and PayPal
Do you offer Gift Cards?
At this time we currently do not offer gift cards.
Product queries about color matching
Have a question about a shade or color selection?
Feel free to email us at email@example.com. We will have one of our in-house pro artists consult on your query and assist in helping you make the best choice possible.
Why do swatches and colors look different online than in person?
We make every effort to have the product swatches as absolutely accurate as possible, however in some circumstances they may vary slightly. Please keep in mind when shopping online that monitor settings as well as types of monitors, lighting and other factors can effect how the color of specific product shows.
Is True Fiction sold in any retailers?
Yes, please see here for a list of authorized retailers.
I placed an order but didn’t get a confirmation?
It’s best to check your spam folder first, however if you still do not see an order confirmation please email us at firstname.lastname@example.org with any relevant information, such as your name, what you ordered, when you ordered etc. and we'd be happy to look into it for you.