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Business Profile

Cosmetics Sales

Shroud Cosmetics

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cosmetics Sales.

Complaints

This profile includes complaints for Shroud Cosmetics's headquarters and its corporate-owned locations. To view all corporate locations, see

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Shroud Cosmetics has 2 locations, listed below.

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    Customer Complaints Summary

    • 5 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/06/2025

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order with Shroud cosmetics on April 5th. The website states that orders will be shipped out within a week and a half of placing the order. I waited a couple weeks and then reached out to see about a shipping estimate.

      It took a while but after stating I wanted to cancel the order, I heard back on 4/25 that my order was to be shipped in a couple days. I said I would like to keep my order in that case to be shipped in a couple days. I then waited again only for nothing to happen. I reached out again and asked for a cancellation at that point and didn’t receive a response. I then received a email that a tracking number had been created on May 14th for 420751109305510597204312040543. The label had been created and I waited a bit to see if the merchant would actually drop it off for shipment. After a couple weeks, I reached out again asking to move forward with the cancellation and to please send me a confirmation of the cancellation since the package had never been dropped at any location for shipment. I have received no response and it is now over 2 months later. I have reached out every week to ask for a cancellation since with no response from the merchant. I would like the delivery of the product or a refund of the product and some kind of response from the seller confirming what is happening and when.

      Thanks for any help with this.

    • Initial Complaint

      Date:02/19/2024

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I made 2 separate orders, one on Nov 22nd and the other Dec 20th, as of today they have not shipped and I have heard nothing from the brand. I messaged them on Jan 29th, as they just released a new palette in Nov and they are a small business. I was trying to be understanding, but I've had enough. I reported the orders with the Shop Pay app, but I haven't heard anything from them either. I would really love to get the items that I payed over $100 for, but if it's going to take a lifetime for them to ship then I just want my money back. This is basically thievery as this point because I paid for items that are not being shipped. The post of the items said nothing about them being pre-orders or that it would take months for the items to even ship. I've ordered from this brand before and did not have this issue. If I'm lucky enough to get my money back I will never pay them another dime.

    • Initial Complaint

      Date:01/29/2024

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order for a brand new eyeshadows palette and two single eyeshadows on 11/20/23 from Shroud Cosmetics, which was the launch day of the palette. I hadn’t heard anything from the brand for almost a month, so I reached out on 12/13/23. I received an automated email that a shipping label had been created, but no personal response. USPS never received the order, so I reached out again 1/3/24 and 1/14/24. Still no shipping updates and no response from Shroud. Their Instagram comments were flooded with customers in similar situations. No one had received their products or any contact from Shroud. I sent a final message 1/18/24 through ShopApp’s communication channel to the brand requesting a refund. I still haven’t heard anything. Since then I have still not heard anything from Shroud, but have seen many people on Instagram, Reddit, and Facebook with the exact same issue of not receiving what they ordered and no communication from the brand. I am currently in contact with ShopPay, Affirm, and my credit card company over disputing these charges for something I never received. All three have basically said that the disputes can’t be finalized until Shroud has had time to review them.

    • Initial Complaint

      Date:01/25/2024

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered 3 eyeshadow palettes and a bottle of nail polish on November 20, 2023 from this online business. In December 13, I received an email stating that the shipping label had been created. After no more emails, updates, etc and no acceptance of the package by the shipping company (hence no tracking movement), I started emailing about a month later. I have emailed about 5 times asking where my products are. I have sent private messages via Instagram and asked on a post on Instagram for any additional information on my order…no response. Zero. Worst customer service experience I’ve ever had. So unprofessional.

    • Initial Complaint

      Date:11/30/2023

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased an eyeshadow palette from this company on November 3rd. My package was delivered November 20th. I opened it and then realized I was sent the wrong item, as well as the item being damaged. I immediately contacted the company through the email posted on their site. I also contacted them through Instagram and the shop pay app which is what I used to make the order. I have contacted them every day since and have not had one response. I know they have a 14 day policy of getting a refund for an incorrect or damaged item. It would be quite convenient for them to avoid refunding or sending the correct product if I don’t get a response in those 14 days.

    Shroud Cosmetics is NOT a BBB Accredited Business.

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