FAQ - Advice & Answers from the LiveGlam Team

How Can We Help?

Please click on one of the options above on our FAQ page (MorpheMe, KissMe or ShadowMe) and you will find what you need there.
We have separate FAQs for all clubs above.  But also check out the tabs on the top menu bar as well as LiveGlam social media for more info!

LiveGlam Products

  • Brush Club

    MorpheMe

  • Lipstick Club

    KissMe

  • Eyeshadow Club

    ShadowMe

Brushes


The brushes included in each month’s package are a surprise but you will receive AT LEAST $30+ in Morphe brushes. All types of brushes are eligible including powder, foundation, contour, eye shadow and liner brushes. And we never ship the same brush twice!

You will receive between 3 and 8 new Morphe brushes each month. Some months include more expensive brushes so there will be fewer of them. Other months include less expensive brushes so there will be more of them. But you will always get $30+ in Morphe brushes every single month.

We start the next month's brushes on the 23rd of each month. So if you sign up on September 23rd, you will receive October's brushes. If you sign up between October 23rd to November 22nd, you will receive November's brushes. FYI: if you sign up to the waitlist, you might get a different month, depending on inventory and your spot in line (which you can check on your Dashboard !)

No worries, we’ve got you covered! You can trade your brushes for some awesome alternatives including other brushes, lippies, palettes and much more. FYI, you cannot trade on your first order (BUT if you sign up with a referral code, you'll get a free brush of your choice to ensure you get at least one style you love!) Or, you can skip a month/payment entirely (you’ll hang on to your Reward points you’ve been banking you just won’t collect new ones that month). By skipping your membership will automatically continue the next month. The last option would be to cancel. You do lose all your Reward points if you cancel so make sure to cash them in before deciding to do so!

First and foremost, our goal is to get everyone off the waitlist as soon as possible! However, we are reliant on product availability and everyone is trying to get their hands on these amazing brushes, so we're not able to get everyone off the waitlist within the same month they may have joined. Once a month, we activate as many people as we can! You can check your spot in line on your Dashboard, under the Subscriptions Tab (you should see that number jump closer each time we let people off the waitlist.) Don’t worry though, even if you miss a collection, we have a ton of awesome Rewards prizes available, including past brush or lippie collections and products from some of the best beauty lines out there! You’ll be off the waitlist before you know it. Also, we have reserved spots available for 6-month and Annual members! If you’re interested, head to your Dashboard to skip the waitlist by upgrading your membership if you’re already waiting. Otherwise, sign up for 6-month or Annual plans while there are still spots open! Check out our blog for more info on the waitlist!

Once you’re activated from our waitlist, we’ll send you an email with the name and a photo of the collection you’ll be receiving. Another way to check is under your Subscriptions Tab- you can click the view more “eye”con next to your most recent order and it will tell you what month you received, as well as other info (this tab is also where you can check your spot in line.) Just FYI, even if a new month set/collection has debuted, you may not have missed your chance on the previous month! Your email will let you know! Here’s a blog post on all things waitlist, for more information.

You will get Morphe makeup brushes each month with your membership, but you also score 100 Reward points each  month you're an active member. You can use those points to redeem makeup, brushes and other awesome prizes! Check out Rewards for more details!

We provide detailed information about each brush when we ship your packages, but we also provide how-to videos and blog posts for all the monthly brush packages. These videos and posts carefully illustrate how to use our brushes to get the most glam. You can access the videos (usually available at the end of the month for that month’s brushes) by logging into your LiveGlam account and clicking on "View this month's brushes" on your dashboard or by checking out the Blog.

You can redeem points in return for a free beauty product valued at $25+ when you reach 600 total points. You can redeem points in return for a free beauty product valued at $50+ when you reach 1,200 total points. If you have a 6 month membership, you are guaranteed to earn 600 points, and if you have an annual membership, you are guaranteed to earn 1,200 points. Check out Rewards for available prizes and more info!

You can upgrade your membership at any time from your Members Dashboard. Head over to your active subscription tab and click the upgrade button, select your new plan, and keep glammin!

Although the annual membership requires payment for the entire 12 months up front, the benefit to being an annual member is that you are guaranteed to earn 1,200 Reward points that can be redeemed for a free beauty product valued at more than $50!

If you are a monthly member, you can:
• Trade your next shipment for a different product
• Skip a payment/collection
• Cancel your membership at any time
Just make sure to skip or trade with plenty of time before your next payment- if you've already paid, we cannot allow you to skip or trade that collection. Annual or 6 months memberships - because these memberships are paid in full upon sign up - it works a bit differently. The good news is, 6-month and annual members can now SKIP a shipment/collection, which will extend their subscription by one month for each skip. You can also trade your next shipment for a different product with more than 24 hours notice. If you cancel your membership, you will get brushes for which you’ve already paid, but you will lose any points you’ve accumulated. All of these features can be managed on your Dashboard.

Great news! There are a number of ways you can customize your LiveGlam experience:

- Let us know how you feel! The option to rate any monthly collection you receive will appear on your subscriptions tab 4 days after your package ships out. This allows some time for your brushes to get to you, and for you to give them a spin. Your feedback helps us know what brushes you want to see! Click here for more info!
- Trade your brushes! Before your next monthly payment, head to your Members Dashboard to swap out ONE or ALL of your upcoming items for different brushes and other great goodies. FYI, if you opt to trade a collection, the rating feature won't appear for that month! Click here for more info!
- Grab some rewards! Grow your kit even faster by banking up your Reward points to redeem more brushes or other amazing products! Head to the Members Reward Dashboard to scope out your options. 
- Skip a month! If you’re monthly, skip a payment/shipment if you’re not feeling it this month. If you’re 6-month or annual, skip a shipment (your billing date will be pushed one month if you skip.) FYI, your subscription resumes automatically after you skip a month!

Every bit of feedback you give us helps us make your LiveGlam experience even better!

Great news, we finally have a way for you to try LiveGlam products in addition to (or without) a subscription! The LiveGlam Shop is the perfect way to try a lippie or two, to grow your collection, or get LiveGlam goodies for your fam and friends. Click here to check it out! (BTW, members get exclusive perks and deals.. just sayin'!)

Head to your dashboard and scroll just past the subscriptions tabs- you should see an area to expand your non-subscription orders! There, you'll be able to view your order receipt as well as check on tracking, once it's been shipped. Most orders ship out within 2 business days. If it's been a bit longer, feel free to reach out to our Customer Happiness team.

At this time, all orders will be shipped separately. We're working on ways to update these options, but for now your orders will fly solo (and quickly!)

Members get better pricing, shipping rates, and early or exclusive access to promos. As if you needed one more reason to get your glam on!

At this time, there is no LiveGlam app, but we promise our site is so mobile friendly, you won’t even realize the difference!

Check out our Contact Page for the best ways to connect with our LiveGlam Customer Happiness team! Please include the following or we will not be able to complete your request as quickly and efficiently as possible:
• Your order number, if applicable
• The email address associated with your account
• The service you are experiencing issues with (MorpheMe and KissMe, etc.)
• A detailed explanation of the issue and any other relevant information.
We answer all inquiries personally and will get back to you as quickly as possible. Thank you!

Shipping


We ship worldwide, though there are a few areas we are unable to get packages to: Guatemala, South Africa, Costa Rica, Ecuador, Nicaragua, Botswana and Romania.

Brushes usually ship the same day you sign up or within 2 business days of your payment. So, if you sign up on the 5th of the month, your brushes should ship by the 7th. If you sign up on the 15th of the month, your brushes should ship by the 17th. We ship every single day except Sundays and holidays. And, once your package ships, you will get an email with a tracking number for it (you can also go to your Dashboard to find your tracking number). *Please note that customized orders do take longer to fulfill than standard monthly packages (meaning those with one or all traded items- features that are available after your first order.) This is so we can make sure we are getting your order just right!

Our standard is always to ship out monthly orders within two business days of payment. This does not always include customized orders (those with one or more swapped items), since those take a bit longer to perfect. We do our best to mitigate any shipping delays, caused by internal factors or those beyond our control, and we appreciate your patience if there is ever an unusual delay in your shipping! If there's ever a delay we haven't warned you about, and it's been more than a few extra business days than normal, feel free to reach out to our Customer Happiness team to inquire.

Shipping is always free within the United States. International shipping is $4.99 per month. If you are a 6 month member, you will pay all 6 months of shipping up front along with your membership fee. If you are an annual member, you will pay all 12 months of shipping up front along with your membership fee.

Unfortunately, we are unable to continue to offer free shipping to Canada because of rate changes made by all worldwide shipping carriers. But we have lowered the initial ship rate of $7 to $4.99 in response to the concerns voiced by our customers. If you subscribed before the change (and your subscription has remained active), we will, of course, honor the original agreement and you will not be charged for shipping.

Once you've logged in, head to your Dashboard. Go to Account Settings at the top (near your profile pic!) and click Address Book. There, you can add, edit, and delete any shipping address on your account. That's also where you assign a shipping address to your subscriptions. It's super simple! Click here for more info on Address book!

Rewards


Whether you’re on the waitlist or an active member, you can refer friends using your unique referral code (found on your Dashboard or Rewards). If a friend uses your code and they are placed on the waitlist, you will get points for the referral as soon as a spot opens up and your friend makes their first payment! You can then redeem your referral bonus item (or save the points!) from the Rewards store just like you would redeem any other prize!

Yes!  When you sign up for MorpheMe, you earn Reward points that can be redeemed for free makeup and free brushes. You can choose from a variety of products, and we add new goodies constantly! (Products, prices and shipping costs are subject to change.) Click here for more information!

You earn Reward points simply by remaining an active MorpheMe member. Each month you’re a member, you earn 100 points. You can also earn additional Reward points by referring your friends to the club using the unique referral link you’ll get when you join. And be sure to check out our new Give a Brush, Get a Brush program! If you refer a friend, you each get a makeup brush of your choosing! You can see more details and the awesome Rewards prizes by logging in on your account and visit Rewards (available to active members only).

Most Reward products now ship within 2 business days of your order and you will get a shipment email notification with a tracking link once it goes out! We do our best to mitigate any shipping delays, caused by internal factors or those beyond our control, and we appreciate your patience if there is ever an unusual delay in your shipping! If there's ever a delay we haven't warned you about, and it's been more than a few extra business days than normal, feel free to reach out to our Customer Happiness team to inquire.

We want to celebrate your birthday with you! You can add your birthday on the My Account page and every year we'll give you 50 bonus points to go with your candles!

The goal for our Rewards program is to be able to give our glammers a lot of awesome free products! In order to do so, some products we wanted to offer end up costing a lot for us to ship. Rather than keeping those awesome products from you, we decided to offer them with discounted shipping cost. That way, we can keep adding a high quality and a diverse range of products. We’re still taking care of the entire product cost for you when you use points, and giving you the most discounted shipping pricing we can! To make it more flexible, you also have the option to pay for shipping with a credit card or by using your existing points, so you still can get products entirely by points- whatever you prefer. And if you live in the US, we will always try to offer some products that are completely free shipping. You also get free (or even more discounted) shipping if you’re a Gold member!

The way our program works is, when you choose to cancel a club, you will lose the associated Reward points with that subscription. So we encourage you to consider skipping instead, or redeeming before cancellation! However, if you still have another active subscription, we’d be happy to help you transfer. Please reach out to our Customer Happiness team for assistance!

Yes! Members can refer their friends and earn makeup, lipsticks, brushes and even cash! Just send the link/code found on your Dashboard to your friends, and you’ll start earning points as soon as they sign up! Bank these up in addition to the 100 points you earn with each monthly shipment (starting with your first package!) and get some amazing Rewards prizes!

Billing


Monthly members, you will be automatically billed on the same day of the month that you signed up, so if you signed up on the 15th, you’ll be billed on/around the 15th of each month! You can always view and change your next billing date on your Dashboard (in the section with your subscription details!) You can also Skip a month/payment or Trade your upcoming collection there as well!

6-month and Annual members, you’ll be automatically billed on whatever plan period you’ve chosen (so if you signed up for a 6-month membership on January 1, your next billing would be July 1. Or if you chose annual, you’d be billed each year on the same day.) 6-month and Annual shipments will ship monthly (next shipping date is found on your dashboard!), and you can still Skip or Trade your next collection!   

You can view and update your billing addresses, next billing date, and payment information all on through your Members Dashboard. You can even have multiple cards on file (making additional purchases from our Shop or Rewards program super quick and easy!), and your “default” card will be the one used for recurring payments (since subscriptions are on automatic billing cycles!)

All prices on the LiveGlam website are reflective of U.S. dollars.

Depending on where you live, there may be added sales tax to your order. This is determined based on your location, specifically by your State and County. While we do not have any control over taxes added, as they are set and collected by the State and County in which you reside, we do make an effort to remove or reduce shipping costs as much as possible to make sure you are getting your glam as easily and quickly as possible!

We have a no refund policy except in special circumstances. However, we do offer exchanges/replacement on any damaged products and a handful of other concerns, if you report them within 30 days from the time of shipment. If there is a damaged product, please email a picture of the item and its original package/label (if still available) (under 1MB in size) to [email protected].

We do not store your credit card information. All of your credit card information is stored directly with our secure 3rd party merchant processor. We used to allow users to enter their credit card information on our check out page, but after a security incident even credit card information is directly entered with our secure 3rd party merchant processor. To find out more about the security incident, please see our blog post on it.

Oh no! This means there was a disruption in the communication while we were processing your payment and activating your account. Quick fix- try checking out again! Just make sure you don’t refresh while the checkout page is still loading. If the issue persists, contact our Customer Happiness team and we can look deeper into the issue.

Your payment will always process whatever month you were supposed to receive at the time of your failed payment. Even if your payment is cleared after we have turned over to new set of brushes (remember: we switch to new set every 23rd of the month), you will still get the set from your original order date, and your original billing date will remain the same. So if your payment for September brushes failed, you will still get September brushes when you clear payment, even if October brushes have already debuted. FYI- you have 11 days to clear payment before your subscription is cancelled!

You can add as many cards on file as you would prefer, and we will always ask you which you want to use when adding a new subscription or purchasing anything on our Shop or Rewards! If you have more than one card, the “default” card selected will be used for all recurring payments (remember, subscription billing is automatic unless otherwise skipped or cancelled!) If there’s only one card on file, that will be your default payment.

Still Not Finding Your Answers?

We have a dedicated team of Customer Happiness reps that are ready to help you out!

Contact Us

Choose Your Monthly Dose of Glam

  • Receive Monthly Brushes

    MorpheMe

    Get 3-8 Morphe brushes each month. Brushing up your kit has never been so easy!

    For as low as $19.99 per month

  • Receive Monthly Lippies

    KissMe

    Get 3 new long-lasting lippies. You'll be falling in love with new colors every month.

    For as low as $19.99 per month

  • Receive Bi-Monthly Palettes

    ShadowMe

    Get an eyeshadow palette with 6 new shades every other month and blend up a happier you!

    For as low as $19.99 every 2 months

Step 2: Select Your Plan

Choose Your ShadowMe Plan

Select a ShadowMe subscription option

Go Back to Step 1

  • PAY AS YOU GO

    $19.99

    pay every 2 months

    10% Complete

    1 ShadowMe Palette

    Cancel anytime

  • BI-ANNUAL

    $59.97

    pay every 6 months

    50% Complete

    3 ShadowMe Palettes

    Earn free beauty products! i

    Rising
    Star

  • ANNUAL

    $119.97

    pay every 12 months

    100% Complete

    6 ShadowMe Palettes

    Earn free beauty products! i

    Best
    Value!

Proceed to Checkout

*Free US Shipping, $5.99 Worldwide

Choose Your MorpheMe Plan

Select a MorpheMe subscription option

Go Back to Step 1

  • PAY AS YOU GO

    $19.99

    pay per month

    10% Complete

    $30+ in Morphe Brushes

    Cancel anytime

  • BI-ANNUAL

    $119.99

    pay every 6 months

    50% Complete

    $180+ in Morphe Brushes

    $25+ in Free Beauty Products i

    Rising
    Star

  • ANNUAL

    $219.99

    pay every 12 months

    100% Complete

    $360+ in Morphe Brushes

    $50+ in Free Beauty Products i

    Best
    Value!

Proceed to Checkout

*Free US Shipping, $4.99 Worldwide

Choose Your KissMe Plan

Select a KissMe subscription option

Go Back to Step 1

  • ANNUAL

    $219.99

    pay every 12 months

    100% Complete

    36 KissMe Lippies

    $50+ in Free Beauty Products i

    Get 1 Month Free Lippies!

    Best
    Choice

  • BI-ANNUAL

    $119.99

    pay every 6 months

    50% Complete

    18 KissMe Lippies

    $25+ in Free Beauty Products i

    Rising
    Star

  • PAY AS YOU GO

    $19.99

    pay per month

    10% Complete

    3 KissMe Lippies

    Cancel anytime

Proceed to Checkout

Free US Shipping, $3.99 Worldwide