Customer care
Let’s make
things right.
How to request a return, report a problem or follow up on a refund.
Your consumer rights
This policy does not exclude or restrict any consumer rights that cannot lawfully be excluded. Conditions for a change-of-mind return do not remove rights relating to faulty, unsafe, incorrectly supplied or misdescribed goods.
30-day change-of-mind returns
Contact us within 30 days of receiving your order to request a change-of-mind return. Items must be unused, unopened and in their original packaging, with any hygiene seals intact. Opened or used cosmetics and beauty tools are not eligible for change-of-mind returns. These conditions do not limit your rights if an item has a fault or another legally recognised problem.
Start a return
Email [email protected] with your order number, the products you wish to return and the reason. We will explain the next steps and provide the appropriate return address. Please contact us before sending a parcel; do not send it to a supplier or an address printed on product packaging.
Damaged, faulty or incorrect items
Contact us as soon as you notice a problem. For transit damage, please aim to report it within 14 days of delivery to help us investigate; this request does not shorten your statutory rights. Include clear photos where safe, and keep the packaging if possible. Do not use a damaged or potentially unsafe product or handle broken glass.
Return delivery costs
For an approved change-of-mind return, you are responsible for return postage, including any applicable return customs charges. Original delivery charges are not refunded for change-of-mind returns unless agreed otherwise. If an item is confirmed to be incorrect, faulty or otherwise fails applicable consumer guarantees, reasonable return costs and any other required remedy will be handled in accordance with the law. Contact us before incurring return costs.
Inspection & refunds
After a return is received and assessed, we will email you the outcome. Approved refunds go back to the original payment method. After a card refund is issued, allow approximately 5–10 business days for your provider to display it; timing depends on your bank. Contact us if a confirmed refund has not appeared.
Replacements & exchanges
For a damaged, defective or incorrect product, contact us to discuss the appropriate remedy. Replacement availability depends on stock and does not limit any refund or other remedy required by law. Do not place a replacement order on the assumption that it has been arranged.
International returns & delivery problems
Use a trackable return service and keep your receipt. For a missing, customs-held, refused or returned delivery, contact us so the circumstances can be reviewed. Any proposed costs or refund will be explained subject to applicable consumer rights.