Refund policy

We want you to be completely happy with your order. If something isn’t right, we’ll help you fix it quickly. Please read our return and refund terms below.

Return policy overview

7-day return window — request a return within 7 days of receiving your order.
Original packaging required — items must be unused and in their original packaging with seals intact.
Product cost refunded — refunds cover the product cost. Original delivery charges are not refundable, as they were paid to our courier partners.

What can be returned

Eligible for return:

Unopened and unused products, still sealed and in original condition.
Items in their original packaging with seals intact.
Return requests submitted within 7 days of receiving your order.
Proof of purchase included (order number or confirmation email).

Not eligible:

Opened or used products (once seals are broken or the product has been used).
Products without their original packaging.
Returns requested after the 7-day window.
Sale and promotional items (unless faulty) and gift cards.

For hygiene and safety reasons, we cannot accept returns on opened skincare products unless the item is faulty or incorrect.

How to return an item

Contact us — send your order number and reason for return by email or WhatsApp.
Share details if needed — for damaged items, include clear photos of the product and packaging.
Wait for approval — we’ll review your request and confirm if your return is approved.
Send the item back — pack it securely and send using a trackable courier.
Refund processed — once received and checked, we process your refund or exchange.

Refund timeline

Request approved: 1–2 business days
Item received & checked: 2–3 business days
Refund processed: 5–7 business days

Your bank or payment provider may take additional time to reflect the refund.

Received a damaged or incorrect product?

If your order arrives damaged, faulty, or incorrect, contact us within 48 hours on WhatsApp or email and include:

Your order number
Clear photos of the product and packaging
A short description of the issue

After a short discussion with our support team, we’ll ship a replacement matching your original order at no extra cost. You do not need to return the damaged or incorrect item.

Return shipping

For damaged or incorrect orders, no return is needed — we ship a replacement after a short support discussion.
For change-of-mind returns and exchanges, the customer pays shipping both ways (returning the original to us, and for exchanges, receiving the replacement).
Original delivery charges paid at checkout are not refundable — they were paid to our courier partners and the delivery has been completed.
We recommend using a tracked courier service for all returns.

How refunds work

Once your return is approved and inspected, your refund is processed to your original payment method. Refunds cover the product cost only — original delivery charges are not included.

Card payments (Visa, Mastercard, Stripe) — refunded to the original account.
Bank transfer / EFT — refunded to the bank account used.
Klarna — refunded via your Klarna account.

Processing time is usually 5 to 7 business days.

Exchanges

You can request an exchange within 7 days, provided the product is unused and sealed.

Subject to stock availability.
The customer pays shipping both ways — returning the original to us, and receiving the replacement from us.
If the new item is cheaper than the original, we refund the difference (e.g. £40 → £30 = £10 refund).
If the new item is more expensive, you pay the difference before we dispatch (e.g. £30 → £40 = £10 top-up).

Not received your refund?

Check your bank account again.
Contact your bank or card provider.
If it’s still not showing, contact us and we’ll assist.

Returns FAQ

How long do I have to return an item?
You have 7 days from the date of delivery to request a return. Requests made after this period cannot be accepted.

Can I return opened products?
No. We do not accept returns on opened or used skincare products for hygiene reasons. Products must arrive back with original seals intact.

Who pays for return shipping?
Return shipping is the customer’s responsibility, even within the 7-day window. For damaged or incorrect orders we ship a replacement — no return needed. We recommend a tracked courier service.

Are delivery charges refunded?
No. Original delivery charges are not refundable. They are paid to our courier partners and the delivery has already been completed. Refunds cover the product cost only.

Can I exchange an item instead of a refund?
Yes, within 7 days and subject to stock. The customer pays shipping both ways. If the new item is cheaper, we refund the difference; if it’s more expensive, you pay the difference before we dispatch.

How long does it take to receive my refund?
Refunds are processed within 5 to 7 business days after approval. Your bank or payment provider may take additional time.

What if my item arrives damaged or incorrect?
Contact us within 48 hours of delivery with your order number and clear photos. After a short discussion, we ship a replacement matching your original order. You do not need to return the damaged or incorrect item.

What if I entered the wrong item or changed my mind?
You can request a return within 7 days if the product is unused and sealed. Return shipping is your responsibility, and original delivery charges are not refundable.

Do you accept returns on sale items?
Sale or promotional items cannot be returned unless they are faulty or incorrect.