Your right to cancel (14-day cooling-off period)
If you are a consumer shopping for personal (non-business) use, you have the right to cancel your order within 14 calendar days of receiving your goods, without giving any reason, in line with EU consumer protection law. To cancel, contact us using the details on our Contact Us page within this period, then return the item to us within 14 days of telling us you wish to cancel.
Important exception — opened cosmetic and hygiene products
For health and hygiene reasons, we cannot accept the return of sealed products (such as gels, polishes, liquids, and other cosmetic materials) once the seal has been broken or the product has been used, unless the item is faulty or was sent in error. This is a standard exception recognised under EU consumer law for hygiene-sensitive goods. If in doubt, please contact us before opening a product you think you may want to return.
Condition of returned items
Items must be unused, in their original packaging, and in a condition suitable for resale (except where you are exercising your right to inspect the item, as you would in a shop).
How to return an item
Contact us via the details on our Contact Us page, quoting your order number. We’ll confirm the return address and any next steps. Post the item back to us — return postage is at your own cost unless the item is faulty or incorrect.
Refunds
Once we receive and inspect your returned item, we will process your refund to your original payment method within 14 days. If you paid by card via Stripe, your bank may take a few extra business days to show the refund.
Faulty or damaged items
If your item arrives damaged, faulty, or different from what you ordered, please contact us as soon as possible — we will arrange a replacement or full refund, including return postage, at no cost to you.
Business (trade) customers
If you purchased as a registered business for resale or professional use, the 14-day consumer cancellation right above may not apply in the same way; returns for such orders are handled case by case — please contact us to discuss.
Questions
If you have any questions about a return or refund, please get in touch via our Contact Us page before sending anything back.
