FAQ
Chella FAQs
Product Information
Brow Products
What is the Eyebrow Pencil (with spoolie) and how does it work?
It’s a mechanical brow pencil designed for consistent, precise strokes—no sharpener needed. Use light, hair-like strokes and blend with the spoolie for a natural finish.
I have blonde hair and blonde eyebrows — what shade should I get?
We recommend the Blonde shade in the Eyebrow Pencil (or Blonde Eyebrow Cream if you prefer a cream formula).
Did Chella discontinue the Taupe eyebrow color?
No — Taupe is still available. Chella discontinued older pencils without the spoolie and shifted to the Eyebrow Pencil with Spoolie.
I’m a strawberry blonde — what brow pencil shade should I use?
Light Brown is often recommended as a warmer option that isn’t too red and isn’t too dark.
I have light golden brown hair and need a shade that’s not ashy or red. Taupe or Blonde?
If you’re trying to avoid ash tones, Light Brown is usually the safest bet (more golden/neutral than Blonde or Taupe).
Eyebrow Cream vs. Eyebrow Pencil — which one should I choose?
Eyebrow Cream: Great for fuller, softly-defined brows and building shape quickly.
Eyebrow Pencil: Best for precise, hair-like strokes and detailing sparse areas.
Pro tip: Use cream to shape + pencil to add dimension.
What is Eyebrow Defining Gel used for?
Use it to brush brow hairs up and into place for a fuller, lifted look and longer hold—especially after filling.
How do I get a natural brow (not too harsh)?
Keep the front of the brow lighter, build color from the arch to the tail, and always blend with the spoolie for a soft gradient.
Eyeshadow & Palettes
What makes Chella eyeshadow different?
Chella’s eyeshadow refills are designed to be pigmented, blendable, and buildable—so you can go soft or bold without patchiness.
How do eyeshadow refills work?
Pick your shades and place them into the refillable palette—refills are designed to drop in and sit securely (magnetic palettes make swapping shades easy).
Are the matte refills water-resistant?
Yes — Chella offers matte water-resistant refills, plus pearl (shimmer) options depending on the look you want.
What’s in the neutral palette / what kind of shades can I expect?
The neutral palette is built around wearable warm neutrals with a mix of pearl + matte shades, designed to be interchangeable and refillable.
Why refills?
Refills help reduce waste and let you repurchase only the shades you actually hit pan on—without rebuying a full palette.
Mascara & Liner
Do you have mascara?
Yes — Chella offers mascara options (including mini sizes), designed for everyday wear and easy, buildable definition.
Do you have eyeliner?
Yes — Chella offers an eyeliner pen option for clean definition (great for tightlining and classic looks).
Tools & Accessories
What is a spoolie and why is it included?
A spoolie is the brush on the end used to groom brow hairs and blend product so your brows look soft—not drawn on.
Do you have a heated eyelash curler?
Yes — Chella offers a heated eyelash curler kit designed to help lift and hold the curl (especially helpful for straight lashes).
Do you have kits?
Yes — Chella offers curated kits (brows, lash curl, glow sets, etc.) if you want an easy “everything you need” bundle.
Clean Beauty & Ingredients
Are Chella products vegan / cruelty-free?
Many Chella products are marketed with vegan + cruelty-free claims, and some product pages also call out “clean” attributes.
Because formulas can vary by product, always check the individual product page for the most accurate claims.
Where can I find the ingredient list?
Ingredient lists are shown on each product page (typically under an “Ingredients” section).
If you have allergies or sensitivities, please review ingredients carefully before purchasing.
Do any products list “gluten-free” or “paraben-free”?
Some eyeshadow refill pages list claims like gluten-free and paraben-free, alongside vegan/cruelty-free notes. Check each product page to confirm for your specific item.
Returns
What is your return policy?
Returns are accepted if postmarked within 30 days following shipment. Refunds are issued for returned items (less shipping & handling).
Where do I send my return?
Chella - Returns
507 Calle San Pablo
Camarillo, CA 93012
Please include a copy of your invoice so the team can locate your order.
Do you provide return labels?
You’re responsible for return shipping and handling fees. If you request a return label by email, a fee may be deducted from your refund (per the Return Policy page).
Shipping & Delivery
How much is shipping?
Shipping is calculated at checkout based on address and shipping method.
How do I track my order?
Once your order ships, you’ll receive a tracking number via email.
Contact & Support
How can I contact Chella?
Customer Service: +1 (805) 383-7711
Mailing Address: 507 Calle San Pablo, Camarillo, CA 93012