It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise then these need to be reported to us immediately so we can investigate. Our return policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Seals and original packaging of cosmetic products can not be broken or opened.
Before attempting to return an order you will need to contact our customer service team at
firstname.lastname@example.org and on of the members of our team will assist you.
What should I do if I receive an incorrect item?
We prepare your order with care, however mistakes, do occur from time to time. Please accept our apologies if you have received an incorrect item. We will do our best to resolve your query with ease and minimal inconvenience. In some cases we may require further information such as pictures so we can choose the best course of action. Our aim is to
provide the best solution for you as quickly as possible.
What should I do if my item is damaged?
Please accept our apologies if you have received a damaged item. We always do our upmost to prevent any damage to your goods during transit, but it is possible that problems may arise. Please contact us and attach any pictures you have of the damage. A member of our team will respond with the best resolution to resolve your query.
How do I report a fault with my product?
We take all complaints regarding the quality of our products seriously. Please accept our apologies if you believe there is a fault with your item, we will need to investigate the reported fault in more detail. Please contact us at email@example.com
providing the details of the fault and where possible attach pictures, thank you.
Shipping costs of returns
We are more than happy to refund postage costs to return an item where the return is required due to our error. For instance:
-If we sent you the wrong item
-If the item is damaged or faulty
We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, again we recommend using a delivery service
that insures you for the value of the goods.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank, there is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.