Refund policy
Returns & Exchanges
What is your returns policy?
At The Good Mineral, we are super proud of our products and the fantastic customer service that sets us apart. Customer satisfaction is at the heart of everything we do and we’re thrilled to go the extra mile to ensure you fall head over heels for our products!
In the rare event that your purchase doesn’t have you doing a happy dance (though we’re pretty sure it will), please don’t hesitate to reach out to us at care@thegoodmineral.com within 14 days from delivery. We have a range of solutions, including expert tips to help you get the most out of our unique products. And guess what? We’re especially passionate about making sure you find your perfect Foundation shade. If you feel your chosen shade isn’t quite an exact match, no worries at all! We excel at color matching and will ensure your ideal shade finds its way to you!
In the spirit of transparency, we've made a small update that we want to let you know about - due to the rising costs associated with warehousing, packaging, administration etc, we've implemented a minimum, non-refundable fee of $20 per order. We hope you understand.
Your joy is our success, and we’re here to make your journey with The Good Mineral an exceptional one. Thank you for choosing us and being a part of our wonderful community!
"Consistently the best customer service in my experience. Thank you!!!"
"Phenomenal!!! Of course! Great!!"
"Always such great personal service!"
"The Good Mineral has THE BEST customer service. Always helpful and accommodating to resolve any issue. It feels so personal and friendly."
Please keep in mind: we are unable to refund shipping costs.
How can I make a return or exchange?
Oh no - we’re sorry to hear that you didn’t love your purchase! Please contact care@thegoodmineral.com with your order number and the products you’re unsure of so we can help.
How long does a refund take to process?
Once you have contacted care@thegoodmineral.com and we have received your products, refunds usually take up to 10 business days to appear on your credit card statement.
Can I return a gift?
You can exchange any gifted item for something more to your taste through contacting care@thegoodmineral.com with the full name and email address of the giver, along with the products you wish to exchange; don’t worry, the giver will never know! Once we have located the original order, we’ll take care of the rest.
Oh no - I’ve received the wrong product!
In the unlikely event that you have received a different product from the one you ordered, we are very sorry about that! Please contact care@thegoodmineral.com with your name and order number, and we’ll send out the correct product straight away.
Billing
How can I pay for my products?
We currently accept Mastercard, Visa, American Express, Discover, JCB, Diners Club and Elo debit and credit cards, Shop Pay, Google Pay and Apple Pay. You can also pay through Klarna too.
When will my credit card be charged?
Your credit card will be charged once your order has been accepted and processed.
Can I save and remove my payment information?
Yes! You will be given the option to save the payment information you are using for your purchase when you set up your account. If you wish to remove any information you have saved, you can do this on your account page. Please connect with care@thegoodmineral.com if you require any assistance.
Help - my payment was declined!
Oh no! If your payment didn’t go through, there are a few things you can check: do we accept the form of payment you are trying to use? Do all of your billing details (such as security code and billing address) match what you can see on our system? Has your card expired? If you are still experiencing any issues, please contact care@thegoodmineral.com and we’ll see what we can do to help.
Colour Matching
Can you really colour match me online?
Yes - our experts have successfully colour matched over 70,000 faces already!
Is it normal to be recommended 2 shades through the colour match?
It can be, yes. Our skin tones naturally fluctuate through the months and seasons. A few days of a new activity (like gardening, swimming or taking an extended walk) can change your tone and you will find a shade up or down suits you better for a while. Having 2 shades enables you to wear them individually or mix them together as you wish.
Oh no - I’ve been colour matched and don’t think this is the shade for me!
We’re very sorry to hear that you are not satisfied with the colour that was matched to you. Please contact care@thegoodmineral.com with an image of yourself wearing the foundation shade we recommended for you. An expert will be in touch as soon as possible to provide their services in order to reach a mutual solution.
Gift Cards
Does The Good Mineral sell Gift Cards?
Not yet, but we're working on it!
Orders
Where can I see my order history?
You can find all orders you have placed with us in your personal Account. If you checked out as a guest, you will have received a confirmation email detailing all individual orders.
Can I update my order?
Please email care@thegoodmineral.com as soon as possible if you would like to change your order. Our teams work very hard to process orders quickly, but we’ll do everything we can to assist you with your request.
Transparency
What makes The Good Mineral products different?
The Good Mineral has combined innovative thinking and years of precision formulation to hand craft the purest cosmetic products, using the finest crushed minerals. Our products are super clean, unique and use undiluted mineral colour pigments that will leave your skin glowing. All of our products are free from preservatives that are found in most other cosmetics on the market, are cruelty free and vegan.
Who formulated our foundations?
All 33 of our powder formulations were handcrafted on a kitchen table by co-founder Natasha Iwegbu. Natasha would stop people on the street and ask them to model for her so that she could mix the perfect shade. This went on passionately for years, until the perfect set of 12 shades of foundations were created. Plus a further 19 shades of blush, contour, bronzer and highlighter - all mineral, all natural! The Loves-You-Back-3in1 foundations are a testament to the effort and care that Natasha put into their creation. Natasha is a Chartered Mechanical Engineer, inventor and a member of the Society of Cosmetic Chemists.
What is in our foundations?
Titanium Dioxide (not in Coco 2,4 or 6)
Iron Oxides
Zinc Oxide
Sericite
Ultramarine Blue
Mica
That’s it!
Where is it made?
Formulated in the USA, Made in Taiwan.
We found an awesome factory in Taiwan that carefully mixes all of the raw ingredients in our formulations for us. They also package it and ship to the US. We visit the factory regularly and check all the raw ingredient paperwork. Their benchmarks are Natasha’s original mixes and we don’t stop until they are perfectly made.
How did The Good Mineral start?
Sisters and co-founders Ego & Natasha Iwegbu were struggling to find a natural looking foundation that didn’t irritate Ego’s sensitive and acne prone skin, so they decided to take matters into their own hands. Natasha formulated all of our 33 mineral powders back in 2005 from her own home. At that time, Ego was busy opening a chain of salons in London and they didn’t realise the magic of Natasha’s formulations until 2015 when MSLONDON COSMETICS was launched in South Africa. With no investment, the cosmetics have organically grown in South Africa through word of mouth and landed us in 2 major retailers. Through this, we caught the attention of venture capitalists and we have now been able to launch THE GOOD MINERAL! The US market is the one we want to captivate, hence the name change and packaging upgrade. We can’t wait for you to experience the magic for yourself!
Sustainability
Can I reuse my foundation pot?
Yes! We are currently working on our refills which will come in a sachet. If you would like to reuse your foundation container once it’s finished, then our refills will be for you; simply pour the refill into your original container and you’re ready to go. Reusing containers is a great way to recycle and the refills will be on our website very soon!
Can I opt out of additional packaging?
Of course! If you would prefer your order to be boxless, please let us know by opting out when you reach checkout. You can also recycle all our boxes by following your city’s recycling guidelines.
FAQ’s
I have sensitive skin - can I use your products?
Yes! If you suffer from any sensitive skin issues, then you know how important it is to use less ingredients on your skin. Various oils, fragrances, preservatives and pore-clogging penetrating micron particles tend to inflame and irritate the skin. Our products contain none of these irritants and are designed to rest on the surface of your skin, creating a physical, breathable and non-penetrating barrier for your skin.
Does The Good Mineral have a loyalty programme?
Absolutely! We think that your loyalty should be acknowledged and rewarded as a thank you for trusting us with your cosmetics. If you sign up to our mailing list and create a personal account through www.thegoodmineral.com you’ll not only receive notifications of our special offers, discount codes and new product launches, but you’ll also be treated to personalised offers just for you, as a special thank you from us!
Can I sell your products on my own site?
Your purchase of The Good Mineral products is to be for your own personal use. When purchasing our products, you are agreeing to not sell or distribute those products for any commercial purposes or gain.
Help - I purchased your product from a third party marketplace!
Unfortunately, we can only guarantee the authenticity of products purchased from www.thegoodmineral.com. We cannot accept any returns or exchanges, or provide any assistance with products not purchased through our website.
What if I have a question that I can’t find the answer to?
Ask away! Please contact care@thegoodmineral.com with your question - we want you to have all the information you need.
