Refund policy
We understand, that sometimes you may order incorrectly and you just want your money back. As long as an ordered item is unopened, unused, and seals are not broken, still, in its original condition, we accept returns for free, subject to the rules below, which include rules about fair use. None of these rules affect your statutory rights (Hygiene exclusions apply below for make-up, face + body products).
If you return an item requesting a refund within 7 days of the item being delivered to you or available for collection, we'll give you a full refund by way of the original payment method.
We aim to refund you within 14 days of having received the returned item.
If you request a refund for an item during the above timeframes but you can't return it to us for some reason, please get in touch - but any refund will be at our discretion.
Remember that regardless of where your items were shipped from, you can follow our usual returns process for all of them.
After the returns period?
We don't accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs.
Original Condition
Hygiene and our customers’ safety is very important, so certain items can’t be returned for refunds including:
Make-up, Face + Body products if opened, used or protective seal is not intact
None of this affects your statutory rights.
If an item is returned to us damaged, worn or in an unsuitable condition, we won't be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). All items are inspected on return. In order to receive a full refund, all items must be returned to us unworn/unused and in the same condition you received them with their original packaging and all tags and labels attached.
Returns Responsibility
Returned items are your responsibility until they reach us, please make sure they're packed up properly and can't get damaged on the way back to our office location. As the parcel remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return.
Fair use
If we notice an unusual pattern of returns activity that doesn't seem correct e.g. we suspect someone is actually using our products i.e. purchasing and then returning them, ordering and returning loads - a lot more than is usual for regular customers - then we will have to deactivate the account and any associated accounts. If this happens to you and you think we've made a mistake, please get in touch with Customer Care and we'll be happy to discuss it with you. If your account has been deactivated and you need to make a valid return, contact Customer Care. They'll give you a returns label although you'll be responsible for the cost of returning the goods to us.
Please note, that we reserve the right to take legal action against you if the items you return don't match what you ordered.
Want to exchange an item?
We don't offer exchanges for used or opened items due to hygiene policy.
Need a different size or color of an item? Simply place a new order!
Returning a faulty or incorrect item?
If you've received an item that is faulty then please contact through the website Contact us page within 7 days of the item being delivered to you or available for collection. If you contact us after 7 days about a faulty product we are unable to provide a refund due to fair usage of make-up and beauty products.