1. Return & Exchange Period
Customers can request a return or exchange within 14 days of receiving their order.
Return or exchange requests cannot be accepted after this period.
2. Return Eligibility Requirements
The product must be unopened, unused, and in its original condition.
The original product packaging must be included.
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 (mascara, creams, serums, etc.) after opening, for hygiene and safety 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, with photos/videos of the product and packaging.
The store will cover all shipping costs, and the product will either be replaced or 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 color or product 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 mistake was made by the store, the store will cover the shipping costs.
6. Refund Process
Refunds will be issued to the same payment method used by the customer (bank card / electronic wallet / bank transfer / store credit).
Refund processing time varies depending on the bank or payment provider, usually 5–15 business days.
For Cash on Delivery orders, the refund can be provided as:
Store credit.
Bank transfer, as specified in the applicable policy.
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 been handed over to the shipping company, it may be treated as a return, 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:
A dedicated form 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, if the product was damaged.