Returns & Exchanges Policy
1. Return & Exchange Period
Customers can request a return or exchange within 14 days from the date they receive their order.
Once this period has expired, return or exchange requests will no longer be accepted.
2. Return Eligibility Requirements
To be eligible for a return:
The product must be unopened, unused, and in its original condition.
The product must include its original packaging.
The customer must provide the purchase invoice or order number when submitting a return request.
3. Non-Returnable Products
The following products are not eligible for return or exchange:
Any product that has been opened, used, or had its safety seal removed.
Products that have come into direct contact with the skin, such as mascara, creams, serums, and similar products, once opened, for hygiene and safety reasons.
Products purchased as part of a Final Sale or clearance promotion.
Free gifts included with an order cannot be returned or exchanged separately.
4. Returns & Exchanges Due to Product Defects or Order Errors
A return or exchange can be requested if:
The product arrives damaged, broken, or expired.
The customer receives a different product from the one ordered.
In these cases:
The customer must contact Customer Service within 24–48 hours of receiving the order, providing photos or a video of the product and its packaging.
The store will cover the full shipping costs, and the product will either be replaced or the payment refunded, according to the customer’s preference.
5. Shipping Fees for Returns & Exchanges
If the return is due to a change of mind by the customer, such as changing their preferred product or selection, the customer is responsible for:
The shipping costs associated with returning the order.
The original shipping fee may also be deducted from the refunded amount.
If the return or exchange is due to an error on the store’s part, the store will cover the shipping costs.
6. Refund Process
Refunds will be issued through the same payment method used for the original purchase, including bank card, electronic wallet, bank transfer, or store credit.
Refund processing times vary depending on the bank or payment provider and typically take 5–15 business days.
For Cash on Delivery (COD) orders, customers may choose:
A refund in the form of store credit.
A bank transfer, according to the applicable refund process.
7. Order Cancellation & Modification
Customers can cancel or modify their order before it is shipped by contacting Customer Service.
If an order is cancelled after it has already been handed over to the shipping company, it may be treated as a return request, and the applicable return conditions and shipping fees will apply.
8. How to Request a Return or Exchange
Customers can submit a return or exchange request through:
The return request form available on the website.
Customer Service WhatsApp.
The official customer service email.
The request should include:
Order number
Product name
Reason for the return or exchange
Photos or videos, if the product arrived damaged or there is an issue with the order.