Shipping & Return Policy
We want you to be happy with what you bought. Because we sell cosmetics and personal care products, some of what we stock cannot be returned once it has been opened, and this page explains exactly where that line sits.
The short version
- You have 7 days from the day your order arrives to request a return.
- The product must be sealed and unopened, in its original packaging.
- Opened cosmetics and personal care products cannot be returned, for hygiene reasons.
- If something arrived damaged or wrong, tell us within 48 hours and we will put it right.
What we can accept
A product still sealed in its original packaging, with any outer wrapping or security seal intact, within 7 days of delivery.
What we cannot accept
Anything opened, used, swatched or with a broken seal. This covers skincare, haircare, makeup, soaps, oils and any product applied to the body. Once a seal is broken we cannot confirm a product is untouched, and we will not resell it to someone else.
Gift cards and items bought in a sale are not refundable.
Damaged, faulty or wrong items
This is our mistake to fix, and the sealed rule does not apply. Contact us within 48 hours of delivery with photographs of the product and the packaging, and we will send a replacement or refund you in full, including what you paid for delivery. Please keep the packaging until we have sorted it out.
How to start a return
Message us with your order number and what you would like to return, and tell us whether you want a refund or an exchange. We will confirm whether the item qualifies and tell you how to send it back or bring it to the store. Please do not post anything back before we have confirmed, as we cannot process a return we were not expecting.
Exchanges
We will exchange a sealed, unopened product within the same 7 days, subject to what is in stock. If the replacement costs more you pay the difference; if it costs less we refund it.
Refunds
Once we have the item back and have checked it, your refund goes to the payment method you used, normally within 5 to 7 business days. How quickly it appears after that is up to your bank. Refunds on card payments are returned at the exchange rate of the original charge, not today's rate.
Return shipping
You cover the cost of sending an item back, unless the return is because we sent the wrong product or it arrived damaged, in which case we cover it. Returning an order that qualified for free delivery does not create a delivery charge.
Questions
If you are unsure whether something can be returned, ask before you open it. Contact details are in the footer of every page.