1. Return & Exchange Period
Customers may request a return or exchange within 14 days of receiving their order.
Once this period has passed, return or exchange requests can no longer be accepted.
2. Return Eligibility
The product must be completely unopened, unused, and in its original condition.
The product must be returned with its original packaging.
The purchase invoice or order number must be provided when requesting a return.
3. Non-Returnable Products
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 mascaras, creams, serums, etc.) after opening, for safety and hygiene reasons.
Products purchased as part of a Final Sale.
Free gifts included with an order cannot be exchanged separately.
4. Returns / Exchanges Due to Defects or Order Errors
If the product arrives damaged, broken, or expired.
If the customer receives a product different from the one ordered.
In these cases:
The customer must contact Customer Service within 24–48 hours of receiving the order and provide photos/videos of the product and packaging.
The store will cover the full shipping costs, and the product will either be replaced or the amount refunded, according to the customer’s preference.
5. Shipping Fees for Returns / Exchanges
If the return is due to a change of mind (such as changing the preferred color or product choice), 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 by the store, the store will cover the shipping costs.
6. Refund Process
Refunds will be issued using the same payment method used by the customer (bank card / e-wallet / bank transfer / store credit).
The refund processing time varies depending on the bank or payment provider and usually takes 5–15 business days.
For Cash on Delivery (COD) orders, the refund may be issued as:
Store credit.
Bank transfer, according to the applicable policy.
7. Order Cancellation & Modification
Customers may cancel or modify their order before it is shipped by contacting Customer Service.
If the order has already been handed over to the shipping company, the cancellation will 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 their request through:
The dedicated form on the website.
Customer Service WhatsApp.
The official customer service email.
The request should include the order number, product name, reason for the return, and photos if the product was damaged.