Refund policy

Most of our products ship directly from the brand partners and suppliers that make or stock them. This policy explains our no-returns policy and how claims for damaged, defective, wrong or missing items, lost packages and refunds work.

No returns or exchanges

For hygiene and safety reasons, we can't accept returns or exchanges for change of mind on any item. That includes shade, scent, fit, texture or personal preference. Beauty and personal care products can't be resold once they've left the supplier, so this keeps every product you receive fresh and untouched. Please check product descriptions, shades and ingredients before you order, and contact us with any questions first.

You're still fully covered if something goes wrong with your order, as explained below.

Damaged, defective, wrong or missing items

If your order arrives damaged or defective, is the wrong item, or is missing an item or part, please make a claim within 30 days of delivery.

How to make a claim

Send us a claim through our contact form within 30 days of delivery.
Include your order number and a short description of the problem.
Attach clear photos or a video of the problem, plus photos of the packaging and shipping label. If a photo doesn't clearly show the damage or defect, please send a video.

Please keep the item and its packaging until your claim is resolved, since the supplier may ask for the item to be returned. If they do, we'll tell you how to send it back. Once your claim is approved, we'll send a replacement or the missing item or part, or issue a full or partial refund, depending on the problem.

Damage to the outer shipping box alone, when the product inside is undamaged, and very minor cosmetic marks such as small scratches aren't treated as damage.

Lost or missing packages

Package hasn't arrived

Delivery times are estimates, and some packages take longer than expected. If your package still hasn't been delivered 45 days after it shipped, make a claim through our contact form with your order number, and we'll open a lost-package claim with the supplier. Once the claim is approved, we'll send a replacement or a refund. If you have questions about your tracking before then, we're always happy to help.

Tracking shows delivered, but you can't find it

Check around your property and with neighbors or building staff, and wait 2 business days, since carriers sometimes mark packages delivered early. If it still hasn't turned up, contact us through our contact form. We'll ask the carrier and the supplier to investigate, which can take some time. For these claims, we may ask you for a written statement from your local post office or carrier confirming the package wasn't delivered. We can offer a replacement or refund only if the investigation confirms it wasn't delivered.

Undeliverable packages

If a carrier can't deliver a package, for example because the address was incomplete, no one was available or the package wasn't picked up in time, please contact the carrier or your local post office to arrange delivery or pickup. Packages that aren't collected may be returned to the sender, and we can't offer a refund or replacement for them.

Cancellations

Orders are sent to our brand partners for fulfillment within minutes of purchase. Contact us right away if you need to cancel. We can cancel only orders that haven't been processed or shipped yet.

Address errors

Please double-check your shipping address at checkout. We aren't responsible for orders delivered to an address that was entered incorrectly. If a package is returned to the sender because of an address error, we can refund the item cost minus shipping, or reship it at your expense.

Refunds

Refunds are issued only for approved claims (damaged, defective, wrong, missing or lost items) and for orders canceled before they're processed. Approved refunds go to your original payment method once the claim is approved and processed. Original shipping charges are refunded only when a package is lost or an item arrives damaged, defective or incorrect. Your bank may take a few extra days to post a refund to your account.

Questions?

Have your order number ready and we'll be happy to help.