Returns & Refunds

Cosmetics cross a border to reach you, so we handle returns differently from a local shop. Here is exactly what we cover.

We always fix these

Damaged in transit. Broken, leaking, or crushed on arrival — replaced or refunded in full.
Wrong item sent. Our mistake, our cost. We send the correct product on the next shipment.
Missing item. Something on your invoice that is not in the parcel — refunded or sent with your next order, your choice.
Expired or near-expiry on arrival. If a product arrives with less than six months of shelf life remaining, we replace it.
Not authentic. If a product is not what we said it was, you get a full refund and you keep the item.

How to report a problem

Your order number
Photographs of the parcel as it arrived, before unpacking further
Photographs of the affected product, including the batch code

We respond within one business day. In most cases you will not need to send anything back — photographs are enough.

Change of mind

We cannot accept returns on opened cosmetics. This is a hygiene and safety rule, and it is standard across the industry.

Unopened, sealed products can be returned within 14 days of delivery. Return shipping to our address is at your cost, and the refund covers the product price, not the original cargo fee. Message us first — do not send anything back without confirming.

Reactions and sensitivity

We cannot refund a product because it did not suit your skin. Every product page lists the full ingredient list, and we recommend patch testing anything with a new active ingredient.

That said — if a product caused a genuine reaction, tell us. We track it, and if a pattern appears we stop stocking it.

Refund timing

Approved refunds are issued to your original payment method within 5 to 10 business days. Your bank may take a few days more to display it.

Cancelling an order

If your order has not shipped yet, we can cancel it in full. Once it has been dispatched, it has to complete its journey and be handled as a return.