Frequently Asked Questions
Orders & Purchases
How do I cancel or edit an order?
How do I cancel or edit an order?
We may be able to cancel or update your order ”including the delivery address or contact number” if it has not yet been processed. Once processing has begun, we cannot guarantee changes.
Please contact our customer service team by email or live chat as soon as possible, with your order number ready, and we'll let you know if a change is still possible.
How can I track my order?
How can I track my order?
You can track your order using the tracking number and link included in your shipping confirmation email. If you have an account with us, you can also log in and check the tracking link under "My Orders."
What if there is a problem with my order?
What if there is a problem with my order?
Please contact our customer service team as soon as possible by email or through the contact form on our website. Include your order number and a brief description of the issue so we can assist you quickly.
I didn't receive all off my order?
I didn't receive all off my order?
Please check your shipping confirmation email to see if your items were sent in separate parcels. If everything should have arrived together, or you have any concerns, contact our customer service team with your order number and we'll investigate right away.
Returns & Exchange
What is your returns policy?
What is your returns policy?
We accept returns within 14 days of delivery for items that are unopened, unused, and in their original sealed condition. Due to the nature of skincare and cosmetic products, we cannot accept returns for items that have been opened, used, or are missing original packaging, unless the item is defective, damaged on arrival, or incorrectly shipped. See our Refund Policy page for full details.
How do I initiate a return?
How do I initiate a return?
Contact our support team with your order number and reason for return. Return requests are reviewed case by case, and we'll provide instructions ”including where to send your item” once approved.
Can I exchange an item instead of returning it?
Can I exchange an item instead of returning it?
We're not able to offer exchanges for change-of-mind purchases. If you receive a damaged, defective, or incorrect item, we may offer a replacement instead of a refund contact us within 48 hours of delivery with your order number and photos of the item and packaging.
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
Once your returned item is received and the return is approved, refunds are typically processed within 5-7 business days to your original payment method. Please note that payment providers and banks may require additional time to complete the refund.
Shipping & Tracking
How long does shipping take?
How long does shipping take?
Delivery times depend on your destination. For our priority markets ”Spain, Italy, and France” Standard Shipping typically arrives within 1-2 business days. Other European destinations typically take 2-5 business days. As we expand to new destinations, delivery times outside our priority markets may vary your shipping confirmation email will have the most accurate tracking information. See our Shipping Policy page for more details.
Do you offer expedited shipping?
Do you offer expedited shipping?
Yes, Express Shipping is available at checkout and arrives faster than Standard Shipping, subject to carrier availability. Additional charges may apply.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
If your order hasn't been processed yet, contact our support team and we'll do our best to update your shipping address. Once processing has begun, we cannot guarantee any changes to your shipping information.