FAQs

You can book your experience in-store after you purchase it or by using a Gift Coupon Code by clicking the calendar icon found on the homepage, or from the "Book Experience" section visible from the menu. Before purchasing an experience you can check slots in advance by clicking the "Check Availability" button. Once you book the experience, you will receive a confirmation email.

Using the "Gift Experience" option, you will receive an email with the Gift Voucher to share with the gift recipient. The Gift Voucher will contain all the information necessary for the gift recipient to book their experience.

You can use your Gift Coupon Code to book an experience through the calendar icon on the homepage or through the "Book Experience" section by entering the Gift Coupon Code you received via email in the appropriate section. The Gift Coupon Code does not expire.

You can change the date of your appointment up to midnight the day before by going to the "My Experiences" section found in your Personal Area at the top right.

You will need to bring the Ticket Code you received in the booking confirmation email.

You can repurchase products created in store directly from the site by logging into your account in the "Buy Again" section.

The user who made the reservation can change the reservation for all participants.

All persons whose email address was entered during the booking process will receive the confirmation email.

We can arrange experiences in groups of up to 15 people, contact us through the Events section or write to us at hello@citylabcosmetics.com. We will find the best solution together.

You can repurchase virtually created products directly from the site by logging into your account in the "Buy it Again" section.

Using the "Gift Experience" option, you will receive an email with the Gift Voucher to share with the gift recipient. The Gift Voucher will contain all the information the gift recipient needs to experience.

Make your experience virtual and enter the gift coupon code at checkout.

We ship to Italian shipping addresses.

We do our best to fulfill all orders within a few days, but as all our products are custom blended, it could take up to 7 business days to receive your order from the time of your purchase.

When your order is shipped, you'll receive an e-mail with a tracking code from SDA-Poste Italiane (national postal service) so you can track your package. You can also track your package on the Poste Italiane website using the same tracking code.

Check your e-mail (including your spam folder) for updates from the courier, and check the national postal service's website to see where your package is: action could be required on your part.

If you or someone you've authorized isn't there at the time of attempted delivery, the courier will make a second delivery attempt. If the second attempt is unsuccessful, you can retrieve your package at your local post office. To find out where, just enter your tracking code on the national postal service's website. If you have questions or concerns regarding your delivery, contact the national postal service's call center: 803.160

If you've received a damaged product, send us a picture of it within 7 days to customercare@citylabcosmetics.com. We'll get in touch with you to arrange for a replacement product. For more information, please consult our Terms & Conditions of Sale.

All City Lab Cosmetics products are custom blended, and the images you see on the website could differ slightly from the products you receive due to the screen settings on your monitor, laptop, tablet, or smartphone. We recommend that you set your device to maximum brightness, but what you see will depend on your screen and can vary slightly from the actual color.
Please see our Terms & Conditions of Sale for our Return Policy, but if for any reason you are not satisfied with your lipstick, please contact us within 7 days at customercare@citylabcosmetics.com, and we'll be happy to find a solution together.
For us, the most important thing is that you are completely happy with your product and our service!

No, gift vouchers don't expire.