If your product arrived damaged, isn’t working properly, or is different from what you ordered, we’re here to help.
What should I do?
Contact us through chat or email as soon as you notice the issue. Please include:
Your order number.
The name of the affected product.
A short description of the problem.
Clear photos showing the issue.
You don’t need to place another order or send the product back before contacting us. We’ll explain the next steps.
Which photos or details are helpful?
My product arrived damaged
Please send photos of the damage and, if you still have it, the outer shipping packaging. For example, show any broken parts, leaking product or damaged container.
My product isn’t working properly
Tell us what happens when you try to use it. A photo or short video can help us understand a problem with a pump, applicator, mechanism or the product itself.
Please also include a photo of the batch number, if available. This is usually printed on the product or its packaging.
I received the wrong product or shade
Please send a photo of the item you received, including its name and shade label where applicable. Tell us which product you expected so we can compare it with your order.
This applies when the item received differs from your order. If you received the shade you ordered but it does not suit you, please contact us so we can help you with the available options.
No longer have the packaging, or can’t find the batch number? That’s okay — send us what you have and let us know.
What happens next?
We’ll review your message and may ask for additional details or suggest a troubleshooting step where appropriate.
Once we understand the issue, we’ll explain the solution available for your order. This may include a replacement or a refund.
If a return is needed, we’ll provide the instructions. Please wait for our guidance before sending anything back. We cover the return or replacement shipping costs where the product is confirmed to be damaged, faulty or incorrectly supplied.
How will I receive my replacement or refund?
If we arrange a replacement, we’ll send you tracking details once it has been dispatched.
If we arrange a refund, it will be issued to your original payment method. We’ll confirm when it has been processed; the time it takes to appear depends on your payment provider.
Contact our team through chat or email and we’ll help you with the next steps.