Urban Decay is an American cosmetics brand known for its edgy products and eye-catching packaging and product names. Urban Decay makeup is sold online and in special retailers such as ULTA, Sephora and Macy's.

Urban Decay was founded in 1996 and was acquired by L'Oreal in 2012. Urban Decay is headquartered in Newport Beach, California.

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The Good

Wide Variety of Products
Vegan Products
Live Chat Feature
Free Shipping on Orders Over $50

Wide Variety of Products

Even though the Urban Decay website only carries its own brand products, they have a wide variety of makeup to choose from. Products are separated into the following categories: Eyes, Lips, Face, Body, Naked and Palettes. Each of these categories has several subcategories to browse through. For example, under Eyes, customers can shop for eyeshadow, eyeshadow primer, eyeliner, mascara, brows, false lashes, makeup remover, and tools. Popular Urban Decay cosmetics include:

Eyeshadow Primer Potion
Vegan All Nighter Makeup Setting Spray
Vegan Glide-On Eye Pencil
Naked Reloaded
Stay Naked Weightless Liquid Foundation
Vice Lipstick
Correcting Concealer
Waterproof Setting Powder
Perversion Mascara

Other products include cheek stain, nail polishes, and hundreds of more cosmetics.

Most people, even if not a makeup enthusiast, has heard of the Urban Decay Naked Eyeshadow Palette. This is one of its most popular and award-winning products. Starting at $29 this eyeshadow will compliment all makeup styles. First starting with the eyeshadow palette, it now offers a lipstick palette and highlighter palette.

Urban Decay also has a free email newsletter that sends information about new products and subscriber-only discount offers to members. To receive these exclusive emails, customers just need to sign up on the Urban Decay website.

Vegan Products

While not all of Urban Decay Makeup is vegan-friendly, it is guaranteed that the products listed as vegan are in fact made with 100% vegan ingredients. Urban Decay also prides itself on being a cruelty-free brand and is certified by PETA.

Live Chat Feature

Unlike many of the other makeup stores we reviewed, Urban Decay has a Live Chat feature on the site that allows online customers to ask questions to Beauty Advisors. The only other makeup store we reviewed that offers Live Chat is M.A.C. Urban Decay also has an 800-number to connect customers to the customer service department. These helpful resources allow customers the ability to speak with a makeup artist about the best brush set to get, how to choose the right shade for their skin tone, and get answers about all Urban Decay products.

Free Shipping on Orders Over $50

Urban Decay offers free shipping on all orders over $50.00. For orders that are less than $50.00, the standard shipping rate is $8.00. Urban Decay also has a Love-It-Or-Leave-It Guarantee, which allows customers to return an item for free for any reason within 45 days of the shipment date.

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The Bad

Difficulty Finding Tutorials
No Returns on Sale Items

Difficulty Finding Tutorials

Urban Decay features how-to and tutorial videos throughout the site, however, there is not a central location that online users can visit to easily view all videos. Browsing Urban Decay's videos can be difficult since they are not housed in one location. Customers may find it a hassle to click around the site in order to locate and watch the videos.

No Returns on Sale Items

Customers won't be able to return sale items to Urban Decay, so those looking to save a few bucks might want to make sure they'll be satisfied with their purchases before buying sale items.

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The Bottom Line

Although Urban Decay doesn't offer any other brands, the selection is thorough. Along with award-winning eyeliner and the popular Naked Eyeshadow Palette this company is sure to exceed your expectations. In addition, the option to use the Live Chat tool to get advice from a Beauty Advisor is an added benefit of shopping with Urban Decay. This style of customer service is rare within the beauty industry.

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User Reviews

Star Rating

3.9

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30 Reviews

Review Breakdown

5 grade

40%

4 grade

33%

3 grade

10%

2 grade

1 grade

13%

Sentiment Criteria

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Larry Fouts Corryton, TN

Apparently UD products are nice. However, their customer service is horrible as is their billing practice. I ordered $105.05 worth of products. UD pre-authorized the amount and then billed me $104.05 when shipped. The dollar discrepancy was tax estimation according to UD. The problem is that the pre-authorization is pending at the bank. The incompetent person at UD tried to explain that they are not holding funds and kept talking over me while i was trying to explain. The bank requires information from UD on letter head requesting release of funds, or wait until the 3 to 5 business days for the pending purchase to drop off. The UD rep said she doesnt have any letter head and that I need to go to my bank. I explained to her over and over that the bank sees it as two potential purchases, especially with the dollar variance. She just could not comprehend this. I said I am sure someone on billing has the ability to do what the bank requires. She said , " well, I am not in billing " I said, "maam, that is why I asked for billing to begin with on this phone call". After a little more arguing, i got her to transfer me to billing. 15 minutes later, nobody returned to the phone. Since I dont use their products I can only rate off the billing practice and customer service which would be a 0.

6 years ago

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Anne Phoenix, AZ

I ordered three lip gloss pencils. Tried one and it dried my lips so much that they peeled. Meanwhile I had already given one as a gift. I returned two but they only credited me for one. I wrote and told them again that there were two returned and to check the return invoice. Eleven days later they still have done nothing. Is someone in returns stealing product?

10 years ago

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Ella

Ordered an item from there, parcel arrives a few days later containing JUST THE FREE SAMPLES NOT THE PRODUCT THAT I ACTUALLY PAID FOR. Tried phoning waited for over an hour and still couldnt get through so I gave up. Emailed them instead and a few days later the response I get tells me they dont have it in stock so have cancelled the order and refunded my money. It would have been nice to have had a note telling me about it in my order, or a message telling me but NO, I only found out about this by querying the order. Poor customer service would not buy from again

10 years ago

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Mary Hardy Charlotte, NC

Wish I could give zero stars! Worst customer service ever and their products have gone down hill as well! Only shipped half my order and didn't want to replace it. They said had been happening frequently. Tried to charge me more for a replacement and wasted hours of my time on hold. Never called back as advised. They are horrible.

5 years ago