When purchasing off us we are deemed as an online "Distance" seller which means we have legal obligations to our UK & EU customers under the Consumer Contracts Regulations 2013 and the Electronic Commerce (EC Directive) Regulations 2002.
By law you have Fourteen (14) calendar days to cancel an order and get a refund once you have received your goods, subject to certain restrictions below, for any reason,
Certain products are not returnable due to hygiene concerns these include Foundations, Concealers, Shade Sticks and products that do not have a factory seal or contain liquid (such as liquid lipsticks).
Once you have advised us you wish to return an order you have 14 days for the item to reach us, we must then refund you within 14 days of receiving the goods back.
Customers also have 30 days from the date they purchased to claim a refund for a faulty item. If 30 days have gone by since your purchase, unfortunately we cannot offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original factory sealed packaging.
For UK customer returns can be via your own courier method such as Royal Mail etc or using the Collect+ label provided if your return is approved. Please note we shall only refund standard service shipping costs, we do not refund for additional services chosen such as Recorded or Special Delivery.
Should your return be refused upon arrival back with us a charge of £5.00 will be due plus postage costs to return the item to you.
For our UK customers only, to begin the returns process, of damaged or incorrectly sent items please go to our returns centre located here
For all other returns please email us at firstname.lastname@example.org stating your order number and reason for the return.
Please do not send your purchase back to the manufacturer.
Refunds (if applicable).
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund/exchange/credit.
If you are approved, then your refund/exchange/credit will be processed. Any refunds will be automatically applied to your original payment method/card only, we are unable to refund to a different card, within 7 working days.
Late or missing refunds (if applicable).
If you haven’t received a refund within 7 working days, first check your bank account.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us by clicking here
Exchanges (if applicable).
We only replace items if they are defective or damaged.
Return Shipping Costs
You will be responsible for paying for your own shipping costs for returning none faulty items. Shipping costs for none faulty items are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you choose to return items using your own courier method and not using the Collect+ label provided by us (UK customers only), then be sure to obtain a proof of posting in case a return fails to arrive back with us you will have to claim against the shipping courier used to return the item to us.
London Loves Beauty Returns Center is located here