Shipping & Returns

Shipping & Returns: 4 helpful steps

The timelines and conditions above explain our Shipping & Returns policy. The steps below help you prepare an order enquiry, understand a delivery update and begin a return request. Keep your order number handy so customer care can identify the purchase you are asking about.

1. Check your order and delivery details

Review your confirmation email for the items ordered and the delivery information you entered. If you notice an error, contact the team with the order number and the correction you are requesting. Explain which field is wrong rather than sending an entirely new address without context. A request needs to be reviewed against the stage of the order; a message alone does not confirm a change.

2. Read tracking updates in context

Order processing and delivery are different stages. Processing takes place before dispatch, while carrier updates relate to the shipment. Use the tracking information supplied with your shipping confirmation. If you need help, share the latest update and when it appeared. A short gap between tracking scans does not, on its own, establish that a shipment has been lost.

3. Prepare a return or item-issue enquiry

Read the eligibility conditions above before making a request, including the time limit and the hygiene conditions for cosmetics. Describe whether the item is unused, damaged, faulty or different from what you ordered. Include the item name, order number and reason for contacting the team. Keep the packaging and any relevant photographs while the issue is reviewed.

Wait for the return instructions before sending an item back. Ask customer care to clarify the return address, required packaging and any shipping arrangements that apply to your request. This avoids using an address taken from a parcel label without confirming that it is the correct place for a return.

4. Keep the refund and correspondence records

A return enquiry, approval, item inspection and payment refund are separate steps. Refer to the timing above for the relevant stage and keep the response that explains your request. If you are checking an approved refund, mention the approval date and the original payment method. Do not send complete card details in an email or contact message.

Our FAQs cover common order and delivery questions, and the contact page gives you a place to explain an individual issue. For independent consumer reading, see the FTC guide to resolving purchase problems. That resource provides general guidance and does not replace this Shipping & Returns policy or your applicable consumer rights.