Returns and resolutions

Returns & Refund Policy

Skincare products are hygiene-sensitive, but if your order arrives damaged, incorrect, incomplete or with a genuine product problem, we are here to help.

Package problems Report within 48 hours For damage, leakage, missing or incorrect items.

Product concerns Contact us when noticed Quality and safety concerns are reviewed individually.

Resolution Replacement or refund Provided after the issue has been reviewed and approved.

Problems covered by this policy

The product arrived damaged or leaking.
The package contained an incorrect product.
A purchased product was missing from the package.
The product’s safety seal was already damaged.
The parcel was confirmed lost during delivery.
The product appears to have a genuine quality or manufacturing defect.

What to send us

Your order number and registered phone number.
Clear photographs of the parcel and product.
A photograph of the courier shipping label.
An unboxing video, if available, for package-related problems.
The batch number and expiry details for a product quality concern.

Cream quality or safety concerns

If you notice an unusual smell, colour, texture, damaged seal or another suspected quality problem with a cream, contact us as soon as you discover it. Genuine quality or safety concerns can be reported even after the initial 48-hour delivery window.

Please share photographs, the batch number, expiry details and a clear explanation of the concern. Each case will be reviewed individually.

If you experience irritation or an unexpected skin reaction, stop using the product immediately and seek appropriate medical advice if necessary.

Situations not normally eligible for return

Change of mind after ordering

A product ordered by mistake

Personal dislike of its fragrance or texture

Not receiving a personally expected cosmetic result

Opened or used products without a genuine defect

Damage caused by improper use or storage

How approved cases are resolved

After reviewing the information provided, we may offer an appropriate replacement or refund. Please keep the product and its original packaging, and do not return anything until our support team provides instructions. Refund processing time may depend on the payment provider or bank.