Ask Frankie: Frequently Asked Questions

Due to COVID-19, will my order still be shipped?
  • Our online store is still up and running! Given the circumstances surrounding COVID-19, we have modified our shipping schedule. Until further notice, we will now be shipping out orders only on Mondays, Wednesdays, and Fridays. We ask that you please be patient with us as we are working hard to get your order out to you as soon as possible! If you have any further questions, please contact us.

Due to COVID-19, what are your customer service hours?
  • Our customer service team will be available to answer your calls on Mondays, Wednesdays and Fridays from 9am-12pm. However, customer service emails and chats will be addressed within 24-48 hours.

I’ve heard about your Matte Perfection Foundation and would love to try it before I buy it, do you offer samples?
  • We do! You can purchase a set of foundation samples by visiting our Samples page. Here, you can select a group of three colors that you think might best suit your skin tone. The cost to receive samples is $3.00 USD.

Why aren’t samples free? 
  • Unfortunately, we discovered that our free samples page was being posted on freebie websites, and as a result, sample submissions reached the thousands. Although we’d love to be able to send free samples to all, we’ve now been forced to charge a small fee of $3 USD, which simply covers the cost of the samples, shipping and handling. 

How do I know which color shade of Powder Foundation will match my skin tone?
  • If you've tried our liquid Matte Perfection Foundation and already know the shade that best matches your skin, we recommend using the following chart to find your Powder Foundation Color Match:

Other Brands Matte Perfect Foundation Powder Foundation Our Little Secret Concealer
NC/NW10-15 China Silk Creme Puff, Porcelain Angelic, Fresh
NW15-20 Angel Silk, Vintage Fresh
NC20-25 Bare Buff, Spice Fresh, Neutral
NW20-25 Vintage Buff Fresh, Neutral
NW/NC25-C3 Neutral Spice Neutral
NC30-35 Olive Spice, Honey, Olive Neutral, Chai
NW40-42 Oatmeal Blend Olive, Tan Chai, Ginger
NC42 Gold Olive, Tan Chai, Ginger
NC/NW43-44 Cappuccino Tan, Bronze Ginger, Java
NC/NW44-47 Latte Bronze, Chestnut Java, Toffee
NC/NW47-50 Medium Deep Espresso Toffee, Truffle
NC/NW50-58 Coco Beauty Expresso Macchiato
How will I know if my order has been received?
  • An order confirmation will appear as the final step in the order process.

  • You’ll receive an email confirmation with an order number and a brief summary of your new purchase.

  • Once your order has shipped, you’ll receive an additional email to confirm the shipment of your order.

How can I learn more about product use and application?
  • Please email to send your inquiry and a professional Frankie Rose Cosmetics makeup artist will offer guidance on how best to use our products.

  • Check out Frankly, My Dear, our beauty blog, to get additional inspiration.

Does Frankie Rose Cosmetics test on animals?
  • No, Frankie Rose Cosmetics is proud to be 100% cruelty free. We do not test any of our products on animals nor do we allow others to test on our behalf.

Why do the product shades look different on my computer?
  • Please keep in mind that monitors display colors differently, and although we have done our best to ensure that colors are shown accurately, actual shades may vary slightly. Please feel free to email us with specific questions about colors.

What if the item I want is out of stock?
  • If an item in your order is temporarily out of stock, we will ship the available items only and notify you of any products that cannot be filled. However, please check back periodically for item availability.

Can you tell me more about bundles?
  • Due to limited quantities, some bundle promotions may be subject to a maximum of 5 bundles per customer.

How much does shipping cost?
  • Shipping is free for U.S. orders over $50.00 (before tax.)  Otherwise, shipping is a flat rate of $3.00 For U.S. Orders under $50.

  • Express shipping is available and is calculated at checkout based on postal code and product weight.

  • Shipping for Cadandian orders is a flate rate of $12.00.

  • International orders to UK or Australia are a flat rate of $25.

  • For Frankie Pro customers, Shipping is free for U.S. orders over $50.00 (before tax.)  Otherwise, shipping is a flat rate of $3.00 For U.S. Orders under $50.

Do you ship to P.O. Boxes?
  • Frankie Rose Cosmetics does ship to P.O. Boxes, but only standard shipping.

Is it safe to use my credit card?
  • We aim to provide you with a safe and convenient online shopping experience.

  • When placing an order online, your information is transmitted using Secure Sockets Layer (SSL) technology, an approved industry standard that is used by vendors to ensure the security of online businesses. It employs essential functions of mutual authentication, data encryption and data integrity for secure transactions.

  • Our Customer Service representatives are available to guide you through the process Monday through Friday 9:00 AM to 5:00 PM Pacific Time, excluding holidays.

How much is sales tax?
  • We are required by law to collect sales tax on orders being shipped to California. If your order is being shipped to any other destination in the U.S., sales tax will not be charged.

  • Sales tax charges are based upon the state where your order is being shipped. All applicable state and local taxes will be calculated during the checkout process.

What is your return policy?
Do you share my information?
  • Frankie Rose Cosmetics does not regularly share our subscriber list or any of our subscribers information with outside parties. Any information shared with Marketing partners is through joint promotions and this policy is stated clearly on those specific entry forms and within the rules and regulations. For complete details, please see our privacy policy.

Do you have a discount program for makeup professionals?
  • Yes, Frankie Rose Cosmetics has created Frankie-PRO, a discount program for makeup professionals that offers exclusive discounts and offers to it's members. For more information regarding our application, and to learn how to apply visit our Frankie PRO Page

How long will it take for me to receive my items?
  • Here at Frankie Rose Cosmetics, we want to get products in your hands as soon as possible! We currently ship via USPS for our standard and free shipping options. These shipping options normally takes between 2-5 business days from the moment you receive your shipping confirmation. We also ship with Fedex for 1 and 2 day shipping to most of the continental United States. Orders with the Fedex shipping options, received before 12 noon Pacific time M-F, will be shipped out same day. Orders with the Fedex shipping options, received after 12 noon Pacific time M-F will be shipped out the next business day. Please keep in mind that our shipping department is unable to fulfill or ship orders on weekends or major holidays. If you have additional questions regarding the status of your order, please contact Customer Service.

Are Frankie Rose Cosmetics products gluten-free?
  • Yes, we are happy to have all of our products be 100% gluten free. For more information or questions on other specific ingredients, please feel free to contact our customer service team at

Does Frankie Rose offer International Shipping?
  • Frankie Rose Cosmetics offers International Shipping to select countries. Orders usually arrives in 3-5 weeks from the date of the order depending on the destination.

  • International orders may be charged additional taxes, duties or customs in the destination country. It is not the responsibility of Frankie Rose Cosmetics to pay these charges (we recommend checking with your local postal carrier to see if you will incur charges before ordering.

  • Shipping fees are flat rates based on the destination location of the package and the bulk of the goods being shipped.

  • Phone Numbers are required for International Shipments

  • There are no returns, refunds, or exchanges on international orders.

  • Exchanges are available throughout The United States and Canada only.

  • Free shipping with orders over $25 does NOT apply to International orders.

  • International orders using Paypal Express Checkout will be subject to a 20% conversion fee by Paypal.

What if I used the wrong discount code?
  • During special bundles and promotions we cannot guarantee any changes to your order. If you wish to make a change to your order or want to cancel it, please email with your name and order number and a detailed description of the issue. We will do our best to accommodate changes if your order has not already been processed. If your order has already shipped, and you would like to initiate an exchange or return, you are able to do so within 30 days of purchase. For more details on how to process an exchange or return, visit our return policy page.

What if I have other questions?
  • Please feel free to contact Customer Service. We will be happy to help you in English or Spanish.

  • You can reach us via email at or by telephone at (714) 709-4211, Monday through Friday 9:00 AM to 5:00 PM Pacific Time, excluding holidays.