Customer Service
FREQUENTLY ASKED QUESTIONS
Contact
For requests, please contact us via our enquiry form and choose the corresponding department (Customer Service, Press, Distribution or Other) from the drop down menu. Please allow us two business days to respond.
Orders
How do I know if my package has been shipped?
We will send you an e-mail when your package has left our warehouse. You can also check your order status at any time by logging into your Rouge Bunny Rouge account. Simply click on ‘My Account‘ in the top left corner of our website and use your email address and password to log in.
How can I track my package?
We will send you a tracking number together with your shipping confirmation via email. You can also check your order status online by logging into your Rouge Bunny Rouge account. Simply click on ‘My Account‘ in the top left corner of our website and use your email address and password to log in.
When will my order ship?
Usually it takes around two business days to process your order once your payment is confirmed.
How do I know that you have received my order?
Once your order has reached us you will receive an email notification confirming your order details and containing payment instructions if you are paying by bank transfer. If you do not receive it please check to make sure your inbox is not full. Please also check your ‘Spam’ folder or ‘Junk email’ folder to make sure that our message has not been filtered out. If you have still not received the email within 24 hours, please contact our Customer Service department via our enquiry form and choose ‘Customer Service’ from the drop down menu.
Can I change or cancel my order?
As we aim to offer fast track processing we are unfortunately unable to change or cancel items which were available for dispatch at the time of order.
Payment
What types of payment do you accept?
We accept payment by credit card (Visa / MasterCard) and bank transfer. Additionally, payment by direct debit is available for our customers based in Germany or Austria (from your third order).
Is payment safe and secure?
Yes, once you check out, payment will be processed by our integrated Novalnet AG payment gateway. All your information will be encrypted and transmitted using the Secure Sockets Layer protocol (SSL). Novalnet AG is PCI certified and therefore its payment gateway also conforms to PCI-standards as well as Trusted-Shop norms.
Products
Do you or a third party test your products on animals?
We do not test our products and ingredients on animals and neither do our producers.
Do you harm animals for your brushes?
The hairs of our brushes are collected from the grooming of the animals. No animal is harmed to produce our brushes.
How do I pick the right colours?
We describe every product and colour in detail on our web page to help you make the right choice. In addition, we suggest that you visit our Facebook page where we and our followers share tips and tricks, often along with colour swatches taken in different lighting and on different skin types. If you are still unsure which colour is right for you, we are of course happy to assist you further. Please contact us via our enquiry form and choose ‘Customer Service’ from the drop down menu. While we have tried to accurately display the colours of products on our web page, the actual colours you see will also depend on your monitor settings.
Where can I find the ingredients of a product?
You can find a list of ingredients in the corresponding section on our product pages. Please note that different shades within a product group might have different ingredients, so please make sure to check the list for the specific colour you have selected.
At the end of each product description you can also find information about the weight of the product (which may also depend on the colour selection).
Where can I buy your products in a store?
Please use our Store Finder for a list of retailers stocking our products.
Miscellaneous
I cannot find the product I am looking for. How can I search for a specific product?
You can search for a specific product using the search box in the top right corner of the page. Furthermore, by moving your cursor over “Make-up”, “Skincare” or “Fragrances” in our navigation menu you can get an overview of all product groups available on our page. A click on “Make-up”, “Skincare” or “Fragrances” opens a list with thumbnails of all products available.
What will you do with my personal information?
We will never share, rent or sell your personal information to any third party. For more information please visit our Privacy Policy.
I would like to be notified when new products are available. Do you have a newsletter?
To stay informed about new product releases and other news from Rouge Bunny Rouge, please subscribe to our newsletter “Royal Herald” in the lower left corner of our web page, or follow us on Facebook.
How can I get on your press mailing list?
Please contact our marketing department via our enquiry form, choose ‘Press’ from the drop down menu and let us know which online or print publication you write for.
How can I become a Rouge Bunny Rouge reseller?
We are happy to work with retail and online stores around the world who are interested in stocking our products. Please contact our business development team via our enquiry form and choose ‘Distribution’ from the drop down menu.
Do you offer an affiliate program?
Sorry, currently we do not offer an affiliate program.
Do you collaborate with beauty bloggers?
Yes, we do. If you are a beauty blogger interested in a collaboration with us, please contact us via our enquiry form.
How long will it take you to answer my request?
Please allow us two business days to respond to your questions.
I need a new password, how can I get one?
If you forget your password please click on ‘My Account‘ in the top right corner of our website and then on the “Password forgotten? Click here” link. After you have submitted the email address you registered your account with, we will send you a new password.
If you have any other questions please contact us via our enquiry form, we are happy to help!
