Last updated: 3 August 2026
We want you to be happy with your purchase. This policy sets out when you can return an item, how refunds work, and what to do if something arrives damaged or incorrect.
30-day guarantee
You may request a return within 30 days of the delivery date. If the product has not worked for your skin, contact us within that window and we will guide you through the process.
Condition of returned items
To be eligible for a return, an item must be in the condition you received it and in its original packaging. For hygiene and safety reasons, cosmetic and skincare products that have been opened and used can only be returned where you are claiming under our satisfaction guarantee, where the product is faulty, or where the item sent was not the item you ordered.
We cannot accept returns of gift cards, clearance items marked as final sale, or products damaged through misuse after delivery.
How to start a return
- Use the contact form on our Contact page and include your order number and the reason for the return.
- Our team will confirm whether the item is eligible and send you return instructions, including the correct return address.
- Post the item back using a tracked service and keep your proof of postage.
Please do not send anything back before contacting us. Returns received without prior authorisation may not be able to be processed or refunded.
Return shipping costs
If the return is because the item is faulty, damaged in transit, or not what you ordered, we cover the cost of return shipping. If you are returning an item for any other reason, including change of mind, the cost of return shipping is yours to pay and the original shipping charge is non-refundable.
Refunds
Once your return arrives and has been inspected we will email you to confirm the outcome. Approved refunds are issued to your original payment method within 5–10 business days of approval. The time it takes for the money to appear on your statement depends on your bank or card issuer and is outside our control.
If more than 15 business days have passed since we confirmed your refund and you have not received it, contact your bank first, then get in touch with us.
Damaged, faulty or incorrect items
Inspect your order on arrival. If an item is damaged, defective, or not what you ordered, contact us within 7 days of delivery with your order number and clear photographs of the product and the outer packaging. We will arrange a replacement or a full refund, including shipping, at no cost to you.
Exchanges
The quickest way to get a different item is to request a refund for the original and place a new order once the refund is approved.
Order cancellations
You can cancel an order at no cost while it is still processing. Once an order has been dispatched it cannot be cancelled, and you should follow the return process above instead.
Non-delivered orders
If your order has not arrived, please follow the timelines set out in our Shipping & Delivery policy before requesting a refund, so that we have time to trace the parcel with the courier.
Statutory rights
Nothing in this policy affects any rights you have under the consumer protection laws that apply where you live. Where local law grants you a stronger right than this policy, that law prevails.
Questions
For help with a return or refund, use the contact form on our Contact page with your order number. We usually reply within one business day.