Returns & Refunds

Cosmetics and skincare are hygiene-sensitive products, so we cannot resell an item once it has been opened or used. That is why our return window is narrow and limited to unopened items — and why we take damaged, incorrect or faulty deliveries very seriously and fix them at our cost.

Return requests must be made within [NUMBER] days of delivery. Requests made after that window cannot be accepted. Report a damaged, incorrect or missing item within 48 hours of delivery so we can act quickly with the courier.

• Unopened items with the factory seal, shrink wrap or box intact.
• Items in their original packaging, undamaged and complete with any inserts.
• Items that arrived damaged in transit.
• Items that are not what you ordered.
• Items with a manufacturing fault (for example a broken pump or leaking container).

• Any opened, used, swatched or tested product.
• Products with a broken seal or removed shrink wrap.
• Lipsticks, mascaras, and any product applied directly to the lips, eyes or skin once opened.
• Skincare and haircare that has been opened, dispensed or decanted.
• Sale, clearance or final-sale items, unless faulty or damaged.
• Gift cards and promotional gifts.
• Items missing their packaging, box or components.

A change of mind about a shade or scent is not a fault. If you are unsure, message us before ordering and we will help you choose.

If your parcel arrives damaged, contains the wrong product, or is missing an item, contact us within 48 hours with:

• your order number;
• photos of the item and of the outer packaging as it arrived;
• a short description of the problem.

We will replace the item, send the missing item, or refund it — whichever you prefer and whichever is available. You will not pay return shipping in these cases.

• Contact us on WhatsApp or email with your order number and the item(s) concerned — details on our contact page.
• We confirm whether the item is eligible and give you return instructions.
• Pack the item securely in its original packaging.
• Hand the parcel to the courier we arrange, or deliver it to the address we give you.
• We inspect the item on arrival and confirm the outcome by message.

If the return is due to our error — a damaged, faulty, or incorrect item — we cover the return cost. If the return is for any other accepted reason, the return shipping cost is yours, and the original delivery fee is not refunded.

Once we receive and inspect the item, we confirm the result and issue the refund within [NUMBER] business days. Refunds are made by the same route as your payment wherever possible:

• InstaPay or Vodafone Cash — returned as a transfer to the number or account used to pay, or to a number you confirm in writing.
• Cash on delivery — refunded as a wallet or bank transfer to the details you provide.
• Store credit — available on request, and usually the fastest option.

Depending on your bank or wallet provider, funds may take additional time to appear after we send them.

Exchanges are possible for unopened, sealed items subject to availability. If the replacement costs more, you pay the difference; if it costs less, we refund the difference. Shade exchanges on opened products are not possible for hygiene reasons.

You can cancel any order that has not yet been dispatched — contact us as quickly as possible. Once a parcel is with the courier it can no longer be cancelled, and it becomes a return. Prepaid cancellations are refunded in full.