Refund & Returns
Fair, simple & on your side.
If something arrives wrong, damaged, or faulty, we make it right — with an exchange first, or a refund if we cannot replace it. Here is exactly how it works.
Last updated: 28 July 2026
30Day windowfrom the delivery date
48hBest reporting timetell us quickly for fastest fix
0Return fees for valid claimswe arrange the pickup / courier
3–7Days for refundsafter we receive the item back
01
What qualifies for return or exchange
- You received the wrong item or the wrong shade/size.
- The item arrived damaged or leaking.
- The product is faulty or not as described.
For hygiene reasons, opened or used cosmetics cannot be returned unless they are faulty — this protects every customer.
02
How to start a claim
- Message us on WhatsApp (0336 5596783) within 30 days of delivery — within 48 hours is best.
- Send your order number and clear photos or a short video of the item and packaging.
- Keep the product unused, with its original packaging and seal.
03
Exchange or refund
We resolve valid claims with a replacement first. If the item is out of stock, we refund you by bank transfer within 3–7 working days after receiving the item back. For prepaid orders, refunds go to the same account; for COD orders, we transfer to the bank account you provide.
04
Good to know
- Slight shade differences due to screen settings are normal and not a fault.
- Refusing a sealed COD parcel without a valid reason may affect future COD availability.
- Return shipping for valid claims is arranged and covered by us.
Quick Questions
Asked all the time.
I opened the box and the shade is not for me. Can I return it?
If the product seal is unbroken and unused, contact us within 30 days and we will help with an exchange. Once a cosmetic product is opened or used, we can only take it back if it is faulty — that is a hygiene rule that protects every customer.
My parcel arrived damaged. What should I do?
If you notice damage at the door, refuse the parcel and call us. If you find it after opening, take photos right away and WhatsApp them with your order number to 0336 5596783 — we will send a replacement.
How will I get my refund?
By direct bank transfer, within 3–7 working days after we receive the item back. We will confirm the amount and account with you on WhatsApp before sending.
Need a hand?
A real person answers — Mon–Fri 9:00–20:00, Sat 11:00–15:00.
