Refunds & returns.

The short version

If something is wrong with your order, tell us within 7 days of it arriving and we will put it right. Damaged, faulty or simply not what you ordered — that is on us, and you will not be charged to send it back.

Because these are cosmetics, a product that has been opened cannot be returned for hygiene reasons. That is not a technicality we hide behind — it is why we publish what each formula is for before you buy, and why we would rather answer a question first than take a return afterwards.

What can be returned

You have 7 days from the day your order is delivered to raise a return. After that we can still help, but we cannot promise a refund.

To be returned, a product must be unopened, unused and still sealed, with the carton and any wrapping intact.

• Damaged in transit — send us a photo and we will replace or refund it, your choice.
• The wrong product, or a product missing from the parcel — we send the right one at our cost.
• A product that leaked or arrived past its expiry date — refunded in full, including delivery.
• A sealed product you changed your mind about — refunded, less the delivery charge already paid.

What cannot

Two things, and we would rather state them plainly than bury them.

• An opened or used product, unless it was faulty. Cosmetics cannot be resold once the seal is broken and we will not send someone else an opened jar.
• A reaction is not a fault, and we are sorry to have to put it that way. We can tell you what is in a product; we cannot tell you how your skin will answer it. If something reacts, stop using it and speak to a doctor — then write to us, because we do want to know.

How to start one

Message us on WhatsApp or email with your order number, what is wrong, and a photograph if the parcel or the product is damaged. That is the whole process — there is no form to fill in and no ticket number to keep.

Return courier charges are paid by you, except where the item arrived damaged, faulty or was not what you ordered — in those cases we cover the return and you are not out of pocket.

When you get your money back

Once the product is back with us and checked, refunds are paid within 7 working days.

Because orders are paid in cash at the door, there is no card payment to reverse. Refunds are paid out by bank transfer, Easypaisa or JazzCash, to an account in the name of the person who placed the order.

A damaged or wrong item does not wait for a return — tell us within 48 hours of delivery and we start the replacement or the refund straight away.

Orders refused at the door

Cash on delivery works because both sides turn up. If a parcel is refused at the door, or nobody is reachable on the number given, the courier returns it to us and the order is cancelled — nothing is charged, because nothing was paid.

We may ask for confirmation by phone before dispatching a later order to the same address. That is not a penalty; a refused parcel costs the courier run either way, and a small brand feels it.