Returns Policy
30-Day Returns for Unwanted & Unused Items
If you purchased directly from our website and change your mind, you can return your item(s) within 30 days of receipt, provided they are:
- Unused and in their original condition
- In the original packaging with all tags, labels, and security seals intact
How to Return an Item
- To start a return, contact our customer service team for return instructions a free returns label and a Return Merchandise Authorisation (RMA) number. This must be clearly visible on your return label.
- Return the item(s) within 28 days of receiving your RMA.
Note:
- Returns are at the customer's own risk and will be processed once received.
- We cannot accept returns for personal care items (e.g., facial brushes, nail kits) that have been opened or used.
- Third-Party Purchases: Items bought from third parties must be returned to the seller, and the return shipping cost is the customer's responsibility.
Return Rejections
Returns may be rejected and returned at your expense if:
- The item is used, damaged, or missing security seals.
- A faulty return is found to be non-faulty.
- The return was made outside the 28-day period after the RMA was issued.
- The return does not include an RMA number.
- The return was unauthorised.
Refunds
Once we receive and verify your return, we will process a refund to your original payment method.
Refunds may take up to 10 working days to appear in your account.
Shipping Costs: If you paid for premium shipping, we will refund only the standard shipping rate. If you received free shipping, no shipping costs will be refunded.
Delayed Express Delivery: If you paid for express shipping and your order did not arrive on time, please contact us to review your refund options (especially for orders under £30 where standard shipping is free).
Special Circumstances:
Damaged or Incorrect Items
If your item arrives damaged:
- Sign the carrier’s delivery note accordingly or refuse delivery.
- Do not open or use the product - contact customer service within 28 days.
Depending on the issue, we will offer a replacement, repair, or full refund, covering any associated shipping costs.
If you receive an incorrect item:
- Do not open or use it - contact customer service within 7 business days.
- We will arrange a replacement and provide return instructions at no cost to you.
Faulty Products
If your item develops a fault within a reasonable time:
- Contact us with photos or details for assessment.
- If deemed faulty, we will inspect and test the item upon return.
- If confirmed faulty, we will offer a repair, replacement, or full refund, covering any return costs.
Note:
- If purchased from a third party, you must contact them for compensation.
Order Cancellations
Under UK Consumer Contracts Regulations, private customers have the right to cancel their order within 14 days of receiving their goods.
- To cancel, inform us in writing (email or letter).
- You then have 14 additional days to return the item(s).
- A full refund, including standard delivery charges, will be processed within 14 days of receiving the return.
- Return shipping costs are the customer’s responsibility.
Note:
If your parcel has not been delivered, a Denial of Receipt (DOR) form may need to be signed.
