Why can’t I ship a collab to my country?
Due to licensing agreements, we are unable to sell certain collabs to all countries. We appreciate your understanding!
Do you combine orders?
Orders may be automatically combined by our system if placed on the same day with the same shipping address.
Please note that orders cannot be combined manually by our team, and shipping fees for orders that may be combined by our system are non-refundable.
Why does my order status say unfullfilled?
“Unfulfilled” means your order is processing and has not yet shipped. Once your order ships, it will be marked as “fulfilled”. We’ll be sure to send you a shipping confirmation email with tracking once your order is on its way!
My international tracking is not updating.
We’re so sorry for the delay with your order! We can assure you that your package is still in transit to you.
Please note that international orders usually take 10 to 21 full business days to be delivered. Business days do not include weekends or holidays.
We do our best to ship orders to you as quickly as possible. Depending on your location, your order may take longer than 21 days for delivery due to courier delays and other issues beyond our control. For the most up-to-date information regarding potential delays in your location, please reach out directly to your local Customs Bureau and Postal Institutions.
In the meantime, here are some things that might help you locate your package:
If tracking indicates that your package is in your destination country, please use your local courier’s online tracking, as it may have more accurate tracking information. We also recommend directly contacting your local post/customs office. The best way to do this is by simply locating your nearest post/customs office and visiting them in person.
If tracking indicates that your package is still in the US, or is currently in transit, please be patient! Although international orders do typically get delivered within 21 business days, your package may be delayed by customs (or it may simply be missing a scan).
We recommend full communication with your customs office as this is the most likely place for packages to go missing.
If you have waited the full 21 business days and still have not received your order, please contact our Customer Care team HERE with your order number. Please note, we are unable to assist you further with your order until after the 21st business day.
Can I have my order delivered to a PO Box address?
Absolutely!
When will my order ship?
Standard orders usually ship within 2-4 business days (not including weekends or holidays). During high volume times (like new launches or sales), orders may take longer to process. Once your order has shipped, you will receive a shipping confirmation via email with a tracking number.
My package says delivered, but I didn’t receive it.
Sometimes tracking information can be incorrect and packages are marked as delivered before they actually arrive. Your package will most likely be delivered within a few days, but please check with your neighbors and/or mail carrier in the meantime!
If you do not receive your package within 5 business days of the delivery date indicated in tracking, please email our Customer Care team HERE and provide your order number so that we may assist you further.
Can I change the shipping address for my order?
Once your order ships, we are unable to make any changes to the shipping address. However, you should still be able to update your address with your final delivery courier – this is USPS for domestic US orders (or your local post/courier for international orders).
If you are unable to update your address with the final delivery courier and tracking indicates that your package is returning to us as undeliverable, please email our Customer Care team HERE and provide your order number so that we may assist you further!
Will my package be charged delivery/customs fees?
All international orders are subject to customs and duty fees as defined by the country of import. Unfortunately, we are unable to provide information on whether you may or may not be charged customs/duty fees. Duties will be determined by the country of import of your order based off product value.
For orders to Canada, Australia, United Kingdom, Hong Kong, France, Singapore, Japan, New Zealand, Spain, and Israel:
We are excited to share that Duties & Taxes are now included during checkout on all orders shipping to your country! This means you will save on agent fees and your package may be delivered to your door! Any Duties & Taxes that apply to your order will be listed during the checkout process.
For all other international orders:
These fees are not included in your ColourPop order and/or shipping total. ColourPop assumes no responsibility for duties incurred on discounted, promotional or give away items. All fees must be paid by the parcel recipient. By placing an order, you authorize ColourPop to import your product on your behalf and agree to ColourPop delegating the import of your products to a third party.
Are there any known delivery delays in my area?
For more information on delivery delays worldwide, please reference the following link to view all DHL Service Alerts: Here!
We also recommend visiting the website for your local post office for delays specific to your city.
Please note, ColourPop is not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from DHL to the local carrier in your country, or air and ground transportation strikes or delays.
We do our best to ship orders to you as quickly as possible. Depending on your location, your order may take longer than 21 days for delivery due to courier delays and other issues beyond ColourPop’s control. For the most up-to-date information regarding potential delays in your location, please reach out directly to your local Customs Bureau and Postal Institutions.
Delivery and Returns Delays
Your may encounter delays once your order is transferred to your final delivery courier or if your order was determined undeliverable by the courier and returned.
Please note, ColourPop is not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from USPS to the local carrier in your country or air and ground transportation strikes or delays. Our team can only view the same information that you can via your order’s tracking number.
Please allow our full shipping times to pass before reaching out to our Customer Care team.
– For domestic US orders, shipping may take up to 7 business days.
– For international orders, shipping may take up to 21 business days.
If your order has passed these time frames, or if tracking shows that your package is being returned, please email our Customer Care team by clicking HERE and provide your order number so that we may assist you further!
How do I track the delivery of my order?
Once your order ships, you’ll receive an email with a tracking number so you can follow it!
If you have an account with us, you can also access the tracking number for your order there, once it becomes available. You can locate this information under your the “order history” in your account details.
What should I do if my order hasn’t been delivered?
If your order is shipping to a domestic US address, shipping usually takes 5-7 business days. If shipping internationally, shipping may take 10-21 business days. Please note that business days do not include weekends or holidays.
Packages are shipped via DHL eCommerce and transferred to your local post/courier for final delivery. We recommend reaching out to your local post office for more information on the status of your order.
If your order has exceeded typical shipping times, please email our Customer Care team within 14 days of the last tracking updated by clicking HERE and providing your order number so that we may assist you further.
Can I use a mail forwarding service?
Yes! Please note that that items shipped using a mail forwarding service are not eligible for replacements of any kind.
What countries do you ship to?
We ship to most countries worldwide!
We do not currently ship to the following countries:
Belarus
Congo – Brazzaville
Congo – Kinshasa
Côte d’Ivoire (Ivory Coast)
Guatemala
Iran
Iraq
Israel
North Korea
Russia
South Sudan
Sudan
Syria
Tajikistan
Turkey
Ukraine
Uzbekistan
Venezuela
Vietnam
Do you ship to APO/FPO/DPO military addresses?
Yes! Please follow these rules or your package might not make it!
- Write out the service member’s full name in the name field. Be sure to include their Unit as well on Address Line 1.
- The city field will need to be one of the following abbreviations set forth by the Military:
- APO: Army Post Office
- FPO: Fleet Post Office
- DPO: Diplomatic Post Office
- The Region field for your order needs to be assigned a “state code,” which is categorized by the following abbreviations:
- AA: Armed Forces Central and South Americas (Armed Forces Americas)
- AP: Armed Forces Pacific
- AE: Armed Forces Europe (including-Canada, Middle East, and Africa)
- Set the country as the United States, as these addresses are considered part of the U.S.