Return policy

The short version

Unopened products with the seal intact can be returned within [7] days of delivery. For hygiene reasons we cannot accept opened cosmetics unless the item arrived damaged, faulty or incorrect.

What can be returned

We accept returns where all of the following are true:

You request the return within [7] days of delivery
The product is unused and unopened, with any seal or shrink wrap intact
The original packaging, inserts and any free gifts are included
You can provide the order number

What cannot be returned

For health and hygiene reasons, the following are not returnable once opened or once the seal is broken:

Lipsticks, glosses, balms and any product applied to the lips
Mascara, eyeliner and eye products
Foundations, concealers and other products applied with an applicator
Skincare, serums and treatments
Applicators, sponges, brushes and tools

We also cannot accept returns of:

Products marked final sale or clearance
Gift cards
Products damaged through misuse after delivery
Products returned more than [7] days after delivery

These exclusions do not affect your rights where an item is faulty, damaged in transit, or not what you ordered.

Damaged, faulty or wrong items

If your order arrives damaged, faulty or incorrect, contact us within [48 hours] of delivery with:

Your order number
Photos of the product and the outer packaging
A photo of the batch code or expiry printed on the product, where visible

We will arrange a replacement or a full refund including any delivery charge, at no cost to you. Please keep the packaging until the matter is resolved.

How to start a return

Email [SUPPORT EMAIL] with your order number and what you would like to return
We will confirm whether the item qualifies and send return instructions
Pack the item securely in its original packaging
Send it to the address we give you, or hand it to the courier we arrange

Do not send anything back before we confirm the return. Items sent without confirmation may not be accepted.

Return shipping costs

If the item is damaged, faulty or incorrect, we pay the return shipping.

If you have changed your mind, return shipping is [your responsibility / deducted from the refund]. The original delivery charge is not refunded on change-of-mind returns.

Refunds

Once we receive and inspect the return, we will email you to confirm the outcome. Approved refunds are issued to the original payment method within [7 to 10] working days. How quickly it appears depends on your bank or card issuer.

If more than [15] working days have passed since we confirmed your refund and you still have not received it, contact us at [SUPPORT EMAIL].

Exchanges

The fastest way to get a different shade or product is to return the original for a refund and place a new order. This means you are not waiting for the return to arrive before the replacement ships.

Cancellations

If your order has not shipped, we can usually cancel it. Message us with your order number as soon as possible. Once the parcel is with the courier we cannot recall it, but you can return it after delivery under this policy.

Contact

Questions about returns: [SUPPORT EMAIL], [PHONE], [SUPPORT HOURS].