Sending it back

Returns and refunds

What comes back, who pays to send it, and when the money returns.

The terms in numbers

Return window10 days from delivery to tell us

Condition required (change of mind)Unused, in original packaging with invoice

Damaged, wrong or incompleteNot held to that condition — report within 48 hours of delivery

ExchangesNot offered — return and re-order instead

Restocking feeNone

Refund after a return7 business days from the day the item reaches us and is checked

Damage or wrong itemReport within 48 hours of delivery

Starting a return

Write to [email protected] within 10 days of delivery with your Order ID and a line or two on the problem. Do not ship the item until we have written back. Returns that arrive unannounced cannot be tied to an order, which is the most common cause of a slow refund.

It is a window for notice rather than for delivery. Once you have told us inside 10 days, the return is open.

The postage split

You do

Change of mind
Ordered the wrong size, width or colour
No longer needed once the occasion passed

We do

The item arrived damaged
The wrong item was sent
The order was incomplete or an item was missing

Condition we can accept back

Organisers must come back in the moulded insert they arrived in. Brushes and sponges cannot be returned once the seal is broken, which is a hygiene rule rather than a preference.

We cannot accept returns of brushes, sponges, puffs and any cosmetic once opened or used.

Refunds

The refund follows the original payment route; COD orders are refunded by bank transfer once you send the details. A refund is issued 7 business days after the returned item reaches us and has been checked.

A double payment on one order is refunded within 7 business days of us confirming it. Nothing has to be returned first — it is a payment error, not a return.