Returns

Your statutory right to cancel

If you are in the United Kingdom or the European Union, you have a legal right to cancel a distance purchase within 14 days of receiving it, without giving a reason, and a further 14 days to send it back. This right exists independently of anything else on this page and nothing here reduces it.

There is one exception that applies to cosmetics: sealed goods which are not suitable for return for health or hygiene reasons lose that right once they have been unsealed. A lip product that has been opened and used falls into that category.

What we can accept

  • Unopened, with the seal intact — yes, within the window above.
  • Opened or used — no, for the hygiene reason above. This does not affect your rights in respect of faulty goods.

Faulty, damaged or wrong items

This is separate from changing your mind, and the hygiene exception does not apply to it. If your order arrives damaged, faulty, or is not what you ordered, email us with your order number and a photo. We will replace it or refund you in full, and we pay the return postage.

Your rights under the Consumer Rights Act 2015 in the UK, and the equivalent EU consumer legislation, are unaffected by anything on this page.

How to start a return

  1. Email us with your order number and the reason.
  2. We will reply with a returns address and instructions.
  3. Send the item back — keep your proof of postage.
  4. We will email you when it arrives and process the refund.

Please do not send anything back before contacting us, as we cannot guarantee we will be able to identify it.

Refunds

Refunds go back to your original payment method. Once we have processed one, your bank or card issuer may take a few more days to show it.

Return postage

If the item is faulty, damaged or wrong, we pay. If you have changed your mind, you pay for the return.

Still being finalised

Our returns address, the exact refund processing time and whether we offer exchanges are being confirmed and will be published here. If you need to return something before then, email us and we will deal with it individually — the absence of a detail on this page never removes a right you have.