When you purchase online, you have a statutory right to return a Product up to 7 days after your order has been delivered. We can change or cancel an order up until it is dispatched. If the order has been dispatched, you can return the Product to us and we will organise a refund (excluding delivery cost).
If a Product is damaged or faulty please contact us and we will organise a replacement or refund. Any claim cannot be entertained once the order has been signed for, any damage must be specified on the delivery docket and the parcel must be refused.
If the goods you have received are faulty, please return it to us in its original condition within 7 days of receiving the goods and we will issue a refund for the item provided that the items are in a fully resaleable condition. This means that they must be returned in their unmarked original packaging and must be fully resalable.
In any case where we have dispatched an incorrect item or you have ordered an incorrect item we will, where applicable, dispatch a replacement item. In this instance, you will be billed for the Item and a refund will be issued for the incorrect item once it is returned to us as described above. We will not refund the cost of returning the product to us.
Please note that we will not accept any returns back after 7 days.
Before returning anything to us you must get a returns authorisation number from us, Please log into your account and request an authorisation number, please note that anything returned without this number will not be refunded.
Please see below details of returns/exchange:
Correct item supplied:
If we have correctly supplied the product as ordered then we will reimburse the product costs minus a handling charge of 15% of the order value. Please note that you will also be responsible for the return carriage charges.
Incomplete/damaged or incorrect item:
If the goods are delivered incomplete, have been damaged in transit or have been incorrectly supplied, we reserve the right to replace the product. Please note that no claim can be entertained once the order has been signed for, any damaged must be noted on the delivery docket and the parcel must be refused. We are unable to accept responsibility for damage to goods beyond these periods. If you require a refund, we will reimburse the product costs minus a handling charge of 15% of the order value. Please note that you will also be responsible for the return carriage charges.
Before exchanging goods we reserve the right to check items thought to be damaged. Payment will be required for any new item sent out before return of “damaged” item. If items are returned and found not to be damaged they will be returned to the customer or a credit note issued to the value of the goods less a 15% administration charge.
If you wish to return a product for exchange then we reserve the right to deduct our initial shipping fee. (I.e. the shipping fee that we have incurred in shipping the first product to you) and a 15% restocking charge. Goods returned outside of the 7 day cancellation period will either be exchanged for other goods or a credit note issued. Cosmetics that have been opened and used will not be accepted back for credit or exchange. (The handling charge is to offset the costs incurred by ourselves in processing and shipping your order as requested)
Return of goods outside of the 7 days cancellation period:
For all items returned outside of this period, subject to the items being returned unused and in their original packaging in a resalable condition, we will issue a credit note to the value of the goods less a 15% restocking fee.
If you wish to return any item then please follow these basic steps:
(a) Contact us on firstname.lastname@example.org to request a *Returns Number and address where goods need to be returned
(b) Attach a copy of the delivery note or invoice as proof of purchase and mark the package clearly with the *Returns Number.
(*) Returns Number - This number helps us to deal quickly and efficiently with your return. Please note that if this number is not clearly marked on the returned item then this may cause delays.
We can only refund if goods are returned unused and in the original, unaltered packaging and resalable condition. Your statutory rights are not affected.