Refund policy

Returns

Your satisfaction and trust are our top priorities. For any questions, product guidance, or support, please contact our customer care team by email.

You have 14 calendar days from delivery to request a return only if the product remains unopened and unused. Cosmetic products must also remain sealed and ununpacked for return eligibility.

To initiate a return:

  1. Contact us by email to receive official return instructions.

  2. Do not open or unseal the product before contacting us.

  3. Once your unopened order is returned and inspected, we will issue a 100% refund to the original payment method.

Please note:

  • Returns sent without prior return authorization or instructions cannot be refunded.

  • Shipping costs for returns are at the customer’s expense and non-refundable.

  • Any package returned to the sender without approval or instructions will not be refunded.

  • Do not send your purchase to the manufacturer or product manufacturer, as this voids return eligibility.

Product Compliance & Warranty

All products sold on our store are:

  • Guaranteed against manufacturing defects, material flaws, or design non-conformity.

  • Fully compliant with EU cosmetic and safety standards.

  • Covered by a defect warranty on construction and materials.

If your item is defective or damaged upon arrival:
→ We will ship you a replacement product at no additional cost, including delivery fees.

Hygiene & Safety Notice

Due to strict hygiene and consumer safety regulations, we cannot accept returns or refunds for:

  • Cosmetic products that have been opened, unsealed, or used.

  • Personal hygiene items that have been unsealed or removed from packaging.

Refund Condition Limitations

We reserve the right to decline a refund if the returned item shows:

  • Signs of use, stains, leakage from opening, wear, odor, or exposure.

  • Damage, missing components, degradation, or altered packaging.

  • Non-symmetrical or non-matching condition compared to original delivery.

In certain eligible exceptions, a partial refund may apply if:

  • The product is not returned in original condition for reasons not caused by our store or shipping process.

Refunds (if applicable)

Once your authorized return is received and inspected, you will be notified by email of approval or rejection.

Approved refunds will be processed automatically back to your:

  • Original payment method (credit card, payment provider, or mobile payment).

Processing timeline varies depending on financial institutions, generally within 5 to 10 business days.

Late or Missing Refunds

If you do not see your refund after approval:

  1. Recheck your bank account.

  2. Contact your card issuer or payment provider — posting delays may occur.

  3. Contact your bank — interbank processing times apply.

If you’ve completed all steps and the refund still hasn’t appeared, please reach out to our customer care team by email.

Exchanges (if applicable)

We only replace a product if it is:

  • Confirmed defective, or

  • Delivered damaged, and

  • The replacement request matches the exact same item reference originally purchased.

To request an exchange, contact us by email.

Gifts

  • If an item was purchased as a declared gift and shipped directly to the recipient, a store credit (gift credit) will be issued to the recipient once the item is received and inspected.

  • If the order was not marked as a gift, the refund will be issued to the original purchaser (gift giver), who will be informed of the return.

Return Shipping

  • Return shipping fees are the customer’s responsibility and non-refundable.

  • For international returns over $50 USD, we strongly recommend using a tracked and insured shipping service.

  • We cannot be held responsible for loss if the selected courier does not provide tracking.

Important Recommendations

We encourage customers returning items over $50 USD to:

  • Use a tracked shipping method, and/or

  • Purchase shipping insurance, to ensure safe delivery.

Contact

For any return request, replacement claim, or guidance, contact us by email before taking action.