9-7-2018

It has come to our attention that there are some concerns and possible misinformation floating around about our business. We would like to take this opportunity to address these concerns and provide an avenue for further dialogue and accountability. We believe very deeply in honesty and transparency in business, and some of the accusations we’ve heard have been very hurtful. We want to make sure that we provide the best customer service experience we possibly can, and are always open to constructive criticism and feedback as we grow and work to improve our service and brand.  

 
Who is Belladonna's Cupboard or Belladonna's Cosmetics? 
As most of you know, we are a tiny business. Two sisters, Rachel Boese & Beth Amphetamine. Our team consists primarily of the two of us, (plus Rachel's husband). While our brand has grown rapidly this year after announcing our Cthulhu Palette and Tentacle Brushes pre-orders, our team has not, and well be hiring local assistants to help with production and shipping in Fall 2018 as we scale our organization to meet the needs of our customers. 
 
Where are your products made / Where do you get them? 
All of our products have been handmade by us since we were founded in 2014, except for the makeup bags. The makeup bags are printed on demand, and are fulfilled and shipped by a third party. The makeup brush sets or other items that we offer as gifts free with purchase are also from a third party. Our tentacle brushes, which we do not buy pre-made from a wholesaler, are our first venture into outside manufacturing, so please bear with us as we work out the kinks with the various packaging manufacturers we’ve been dealing with. Starting with our Vampire: The Masquerade collection, all of our new palette releases will be manufactured by us with a professional hydraulic press. 
 
How do you ensure product safety & quality? Have you had issues with breakages or mold? 
We only use pre-tested and pre-approved cosmetics ingredients based not only on the FDA regulations but also the stricter regulations of the European Cosmetics Directive. All of our products are 100% vegan, cruelty free, gluten free, paraben free and talc free. We also only use suppliers that are cruelty free! We are completely transparent about the ingredients we use and why (you can read more about our ingredients here) 
 
We do use preservatives in any products that require liquids to process or use. This is to keep you safe and keep the products from growing mold. It's important! Some months ago, were informed by various people that a palette had arrived with mold on the product. After numerous attempts to replicate the mold growth on a palette in stock, we could not.  
 
Unfortunately, sometimes makeup breaks during shipping. It can happen to any makeup that has endured direct-to-consumer shipping, from any brand. We always do our best to replace any breakages or instruct our customers on how to do repairs on their shadows themselves if they prefer. 
 
What is your return/refund policy?   
We stand behind our product 100%! Please contact us if you have any problems whatsoever. We will always refund or replace products if there are any issues or you are unhappy with your purchase for any reason. For a short time, we stopped allowing refunds on the pre-order of the Cthulhu brushes due to a high volume of requests based on misunderstanding of the terms of pre-ordering. However, we are currently working around the clock to rectify this issue. 
 
Where do you get the artwork you use on your products? 
We either license the artwork directly from the copyright holders (for example, Gothic Tarot Highlighters, Cthulhu Palette and Vampire: The Masquerade collection), commission custom artwork specifically for the product (Artetak's artwork for the Baphomet Palette), or more rarely, use images that are in the public domain. It is incredibly important to us to support artists and other small businesses wherever possible.  
 
You feature a lot of controversial subjects on or in descriptions of your products. Why? 
We believe in the idea that everyone should be respected and allowed to express themselves regardless of their race, age, sexual orientation, gender or gender identity, disability or style choices. This includes tattoo and piercing acceptance (and the acceptance of alternative fashion and unnatural hair colors) in the workplace. We are tired of being told how we shouldlook, of having the beauty industry dissect our body parts, sizes and features. It is time to embrace and encourage the message that all people are beautiful. 
 
 We believe in using our platform to educate and give back whenever possible. Many of our products feature controversial or dark horror themes. This is why so many of our products offer education about these subjects as well as include a charitable component where a portion of the proceeds of sales from said products goes to good causes. Featured causes for donation have included Black Lives Matter, The National Coalition Against Domestic Violence and more.  
 
Do you pay people to write reviews? Will you hide negative reviews?   
No and No! We will never pay anyone to write a review, and we don't believe in hiding bad ones! Paying people can sometimes lead to an unfair bias, and we believe everyone has a right to their opinion. However, we do not tolerate bullying or attacks either on ourselves or customers. We have zero tolerance on our pages for negative comments about anyones appearance. We want everyone to feel welcome and safe on our pages. 
 
Have you been/are you behind on shipping? 
Yes, and we are truly sorry for the delays! We are working on getting caught up as quickly as possible by hiring help and discontinuing some products. Weve slowed the promotion of ads on Facebook to reduce incoming sales while we catch up. Weve also been in communication with our customers about all delays in shipping. We are aware that when pre-order products are extended, we need consent from customers to continue to wait, so we have requested that customers let us know if they want to wait for the tentacle brushes from the new manufacturer, if they choose to wait for handmade ones that we will be going out soon, or if they want a refund. 
 
What are the updates you sent out to customers? 
Weve sent out several so here is a general overview that spans a few of them: 
 
Our Tentacle Brushes were announced in April as pre-orders to help us crowdfund them into existence. Weve sent out consistent updates about the progress,manufacturing challenges,and timelines. The first estimation for time for them to be ready was June, though as with many new items and/or new manufacturer relationships, estimates can and have been incorrect. We promised delivery beginning in August because the next manufacturer we were working with gave us that guarantee. When that fell through, we hired makeup artist Heather Wren, who sculpted the original brushes prototype, to begin casting and molding them by hand for anyone who didnt want to wait any longer and also offered refunds to customers who requested one. Those who ordered them before August, and dont want to wait for the new Australian manufacturer, will receive the small batch version we are making ourselves that will beshipping in September.  
 
Thankfully, most of you have been totally supportive and are fine waiting - but if youre not, thats totally cool, also. We will accommodate you! 
 
Why are we still taking pre-orders for these brushes instead of cutting off pre-orders after the first bout of issues with manufacturing?Because the new manufacturer out of Australia requires that we place a larger initial order than we previously sold, and wed like to have the brushes in stock for future orders to avoid similar delays. 
 
The Baphomet Palette is the final launch we are making ourselves. The empty palettes that we received from the manufacturer were not up to our specifications, and our attempts to solve the issue with vinyl labeling did not work under extreme humidity. Weve been sending out replacements and refunds as youve asked and we will continue to do so. The newest batch of palettes feature a new design for greater durability. 
 
There is a specific pink that is in both the Baphomet and Cthulhu palettes that, despite passing rigorous handling and travel tests, has had a tendency to break while shipping to some customers. This issue has been resolved with a new formulation that is much hardier and remains UV reactive. 
 
The original Cthulhu palette is particularly susceptible to rough handling. This is because they are matte pigments and hand pressed. We have re-launched the Cthulhu palette with entirely new formulations for each pigment. This version ships beautifully and is incredibly durable. Some of the colors are different, most are the same. For anyone who ordered the original with pre-orders and has not yet received it due to being bundled with other items still in process,we are happy to include individual pigments of any of the colors that were in the old one for free. 
 
With the Vampire: The Masquerade launch, and subsequent launches, our pigments will be pressed with hydraulic presses to reduce breakage, just like your favorite big brand cosmetics.  
 
A shipment of the empty palettes for the Nightmares palette arrived broken, causing delays in those orders, as well. As soon as we realized how long it would take to get caught up we updated the site and ship times in early July and emailed  updates to everyone as quickly as we could. Both the Baphomets and Nightmares have been discontinued and the remaining orders will be shipped in the beginning of September.  
 
Fortunately, we expect to have a full stock by October, and we will be better-staffed and able to ship quickly with rare exceptions. Sold out items will not be restocked, though if they are, it will be with a clear and defined waiting period provided by our new, local manufacturer 
 
We deeply appreciate our customers, as we literally could not do this without you! We have received an overwhelming amount of supportive responses, feedback and love for our products. For this we are incredibly grateful.  
 
However, to anyone we disappointed, you are just as important to us. Please let us make it up to you. We understand that we made major missteps by not being prepared for the volume of orders weve received. We are doing everything we can to get systems in place so that we can catch up and prevent these issues from happening in the future. It was never our  intention to deceive anyone. Wecompletely understand any  frustration and we apologize sincerely. We are improving our systems, expanding our team, and we are taking all feedback under consideration to provide the best overall experience for you, our invaluable customer.  
 
If you have a question that isn't listed or need help with an order, don't hesitate to email us and we'll answer within 48 hours!contact@belladonnascupboard.com