Returns & Refunds Policy

We need you to feel confident when shopping with us. This Returns & Refunds Policy explains how cancellations, returns, exchanges and refunds are handled.

This policy does not affect your statutory rights.

1. Change of Mind Returns

If you purchase online, you may normally cancel your order within 14 days of receiving your goods.

You must notify us within 14 days of receiving your order that you wish to cancel.

After notifying us, you normally have a further 14 days to return the goods.

To be eligible for a change-of-mind return, products must be returned in their original condition and, where applicable, unopened, unused and with any original seals intact.

2. Cosmetics, Skincare and Hygiene-Sealed Products

For health and hygiene reasons, certain cosmetic, skincare and personal-care products may not be eligible for a change-of-mind return once their protective seal has been broken or the product has been opened.

This may include products such as:

Skincare products
Makeup and complexion products
Lip products
Eye products
Cosmetic products supplied with a hygiene or protective seal

This restriction does not affect your legal rights where a product is faulty, damaged, incorrect or not as described.

3. Faulty, Damaged or Incorrect Products

If your product arrives faulty, damaged, incorrect or not as described, please contact us as soon as possible.

Please provide:

Your name
Order number
Product name
Details of the problem
Photographs where appropriate

We may ask for reasonable information to help us investigate the issue.

Where required by law, we will provide an appropriate remedy, which may include a refund, replacement or other suitable solution.

4. How to Request a Return

To request a return, please use the Returns section on our website or contact us through our Contact Us page.

Please do not send products back without first contacting us or submitting a return request.

Once your return has been approved, we will provide instructions on where and how to return the goods.

5. Return Postage

For change-of-mind returns, you will normally be responsible for the cost of returning the goods unless we tell you otherwise.

If the product is faulty, damaged, incorrect or not as described, we will handle reasonable return costs where required by law.

We recommend using a tracked postal service when returning goods, as you remain responsible for the parcel until it reaches us.

6. Refunds

Once we receive and inspect an eligible return, we will process the refund as soon as reasonably possible.

Where a refund is due, it will normally be issued to the original payment method.

Refunds will generally be processed within 14 days of receiving the returned goods or receiving acceptable evidence that the goods have been sent back, where applicable.

Your bank or payment provider may take additional time to show the refund in your account.

7. Original Delivery Charges

Where you exercise a legal cancellation right, we will refund the standard delivery charge you paid where required by law.

If you selected a more expensive delivery option, such as express or premium delivery, we may only refund the cost of our standard delivery option.

8. Exchanges

Where available, exchanges may be offered for eligible unopened and unused products.

For hygiene reasons, opened cosmetic, skincare or personal-care products may not be eligible for exchange unless they are faulty, damaged, incorrect or not as described.

Product availability cannot be guaranteed.

9. Products That Cannot Normally Be Returned

Unless faulty, damaged, incorrect or not as described, we may not accept returns of:

Opened or used cosmetic products
Opened skincare or personal-care products
Products with broken hygiene seals
Personalised or customised products
Products that cannot reasonably be resold for hygiene reasons

10. Refund Deductions

We may reduce a refund where permitted by law if returned goods have been handled beyond what is reasonably necessary to inspect them and their value has been reduced.

We will not make deductions that unlawfully restrict your statutory rights.

11. Proof of Purchase

We may ask you to provide proof of purchase before processing a return or refund.

Acceptable proof may include your order confirmation, receipt or other evidence showing that the goods were purchased from Us.

12. Contact Us

If you have questions about a return or refund, please contact us through the Contact Us page .

26 Plumbridge Street
London
SE10 8PA
United Kingdom

Telephone: +44 (0)208 109 7103

We recommend contacting us before returning any item so we can provide the correct return instructions.