If something in your order arrived damaged, defective, or not quite right, please contact us and we’ll help you find the best solution.
To make the process as smooth as possible, we may ask for a few photos and details so our team can review what happened.
When we can help
Please contact us if:
Your item arrived damaged
Your product seems defective
You received the wrong product, shade, or item
Something in your order does not match what you purchased
What to send us
When you contact us, please include:
Your order number
The product name
A short description of what happened
Clear photos of the product
Clear photos of the outer packaging
A photo of the batch number, if available
The batch number is usually printed on the product packaging or on the product itself. If you no longer have the packaging, that’s okay — just let us know.
Why photos are helpful
Photos help us understand the issue clearly and review your order faster.
For damaged items, photos of the packaging can show whether the parcel may have been damaged during delivery.
For incorrect items, photos help us compare what you received with the items in your order.
For defective products, photos or a short video can help us see the issue more clearly.
What happens next
Once we receive your message, our Customer Support team will review the details.
If the issue is confirmed, we’ll arrange the most suitable solution. Depending on the situation, this may be:
A replacement product
A refund
Store credit, if this is offered as an option
In some cases, you may not need to return the product if returning it is not practical. Our team will let you know what applies to your order.
Refunds
If a refund is approved, it will be issued to your original payment method.
After the refund has been processed, it may take 5–10 business days to appear in your account, depending on your payment provider.
Shipping costs are generally non-refundable, unless the issue is related to a defective or incorrect product.
When to contact us
Please contact us as soon as you notice the issue after delivery, so we can review it properly.
You can reach us via Live Chat on our website or by emailing [email protected].