We are able to accept the return of unused or gently used items free of charge for a full refund within 30 days of their purchase.
Refunds can take between 14-21 working days to show in your account.
Please follow the instructions below so that we can process your return as quickly as possible. You will be notified by email once your return(s) has been processed.
START A RETURN
1. Please fill out the form here so we can locate your order.
Enter in your email address and order number in the relevant fields. You can find the details in the Order Confirmation email or in the My Account section.
2. Please ensure you are on the correct region on our website that corresponds to the country your account is registered to, then hit submit.
I.e. If you are a UK customer, please ensure you are on the UK website.
3. Selected the items you would like to either return or exchange.
Please then select your return reason. Please note, we are only able to exchange an item for the same item in an alternative shade.
4. Enter your details and then select a return method.
You can also use the location feature to find your nearest drop off point.
5. Return your parcel using your chosen shipping method.
Your local drop off point will provide you with a label to affix and you will receive an email when your order is on its way back to us.
6. Pack ensure your return is in the original product packaging. If you are unable to use the original box used to ship your order, please enclose a note with your full name, email address and order number.
RETURN EXCEPTIONS
Please note:
- We are only able to deal with returns/exchanges for online purchases. If you purchased a product at one of our authorized retailers or counters, please contact them directly.
- For all bundle purchases, individual components may not be returned separately for a refund. If you have requested a refund, all components must be returned.
- You are, however, able to exchange individual components from a bundle/kit for a like for like product in an alternative shade.
- Engraved items are not eligible for return or exchange unless faulty once opened.
- There is no charge to exchange an item although exchanges are subject to availability. If you would like to exchange an item please select the replacement shade required.
- Please note exchanges are not accepted on IE, EU and AU orders. This applies to orders purchased on our Australia, Europe, France, Germany, Italy, Netherlands, Republic of Ireland, Spain websites.
- We offer a free return service for the UK only. We do not yet offer free returns to the EU, IE and AU.
Not sure where to find your order number?
- You can find the 7 digit order number in your order confirmation email or in the account section on our website. This number may be referred to as your order number or your PO #.
- Kindly note you may see another order number referred to as a warehouse order number or SO number. These orders start with SO#0000, but cannot be used to create a return.
