Frequently Asked Questions Related to Our Return Policy Are Answered Below:
- Can I return my purchased item for exchange or refund?
Unfortunately, we do not offer returns because of the nature of our products. Since makeup products cannot be reused by someone else, we can’t take them back and for the purpose of hygiene, we are unable to offer refunds or cancel your order. You cannot exchange the products either due to the same reason. However, if you received a faulty or damaged item, we will refund your money or send you replaced item. You must notify us within 5 days of purchase in case you received a damaged item. Otherwise it will not be refunded.
- What if I made a mistake on my order?
Once placed, an order cannot be changed or revised. Please note that it will be final and no changes will be accepted after that.
- What happens if I receive a broken or defective item?
It is extremely rare that our customers receive a faulty item and we are sorry about it. The item may get damaged in transit or during the manufacturing process and went unnoticed. It is possible to file your claim within 5 days after you received the item and we will refund your money. Contact us at email@example.com and make sure you add your full name, order number and pictures of the item with close-ups of the damaged part. Our representative will get back to your as soon as possible and try to resolve the matter as per the satisfaction of both parties. If you want a replacement, we will be able to send the same product as you cannot change the order.
- What options do I have if I receive an item I didn’t order?
Email us at firstname.lastname@example.org and we will look into the matter closely. If it really was a mistake on our part, we will offer a refund or replacement – whatever seems suitable. Please make sure you include all the details in your email including order number, pictures of the item, and your full name. Our representative will get in touch with your within 48 hours to resolve the matter.
- How long does it take to get a refund?
After we receive the damaged/faulty/mistaken item, we usually try to process refunds within 5-7 business days. Public holidays and weekends may delay the process and you may have to wait till 14 business days to receive a refund.
- Is it possible to get the shipping fee back?
Unfortunately, we do not include the original shipping fee when issuing a refund. Shipping charges are always non-refundable unless it’s a mistake on our part.
- Do I have to pay the postage when returning items?
If the item you received was faulty or damaged, we offer return postage but in all other cases, the customer has to pay for the return postage themselves.
- How long does it take to receive my return?
It is advisable to wait for a period of 14 working days before contacting us again regarding a return. After we receive your item, it may take us another 7 days to process the refund. However, if you don’t get a refund within 20 days of your return, you may contact us again at email@example.com.
- What happens if my order gets delayed, lost or stolen in transit?
We regret to inform you that if you are unable to receive your item because it was lost or stolen in transit, we cannot do anything about it. You may contact the courier service and start a claim with them.
- What is the best way to contact you?
Email us at firstname.lastname@example.org whenever you want and with any queries or suggestions you might have. We usually get back to our customers within 48 hours of receiving their email.