Shipping and Returns

Everything you need to know before you order — simple, fair, and worry-free.

Your skin deserves the best, and so does your shopping experience. Every order is handled with care, from checkout to the day you fall in love with your new routine. Here is exactly what to expect, so you can order with confidence.

1. Placing your order

• Confirmation: You will receive an instant email or WhatsApp confirmation right after checkout.
• Verification call: If your phone number is not available on WhatsApp, we may call to confirm your order details before shipping, ensuring everything is correct and your order reaches you smoothly.
• Order changes: We begin preparing orders right away, so items and quantities cannot be changed after an order is placed. If you notice an error, contact us as soon as possible. We can cancel the order free of charge as long as it has not been shipped, so you can place a new order with the correct details.

2. Changed your mind? Cancelling your order

• Before shipping: Cancel anytime, completely free and with no questions asked.
• After shipping: Once your order is on its way, we cannot cancel it. You may refuse delivery when it arrives; only the shipping fees will apply.

3. Shipping and delivery

• Tracking your order: Our order-tracking team is available via WhatsApp for questions before delivery.
• Running late? Reach out and we will follow up with the courier for the latest update.
• Lost in transit: If a prepaid order does not arrive, we will reship it or issue a full refund at no cost to you.

4. A quick note on delivery

For your safety, our couriers cannot currently open packages for inspection at the door. If the outer package looks damaged, you may decline delivery at no extra cost. If you notice an issue after opening your order at home, send us a photo within the relevant timeframe and we will make it right.

• Damaged or leaking item: Notify us within 7 days of delivery for a free exchange, with shipping covered by us.
• Wrong item received: Notify us within 30 days of delivery for a free exchange, with all costs covered by us.
• Missing item: Notify us within 30 days of delivery. We will ship the missing item within 5–7 business days, completely free of charge.
• Expired product: Notify us within 30 days of delivery for a guaranteed free replacement.

5. Exchanges

• Changed your mind: Request an exchange within 14 days of delivery, provided the product is sealed, unopened, and unused. You may exchange it for a different skincare product, size, or variant. Any price difference is settled at the time of exchange, and return-shipping costs are the customer's responsibility.
• Manufacturing issue or product close to expiry: If you notice an unusual scent, texture, or colour, or the product is close to expiry, contact us within 30 days of delivery. We will arrange a free exchange and cover shipping both ways.

6. Returns and refunds

• Changed your mind entirely: Return any sealed, unused product within 14 days of delivery for a refund. Return shipping is the customer's responsibility in this case.
• Opened or tried a product: For hygiene and safety, opened skincare and cosmetic items can only be returned if there is a confirmed defect or expiry issue reported within 30 days of delivery.
• Routines and bundles: The full set may be returned for a refund or exchanged within 14 days of delivery if every item remains sealed, unused, and in its original condition. If an item in an opened bundle has a confirmed manufacturing defect or is expired, we assess that item separately and replace or refund the affected product only — not the full set value.
• BOGO offers: Items purchased through a BOGO offer are not eligible for return or exchange, except for a confirmed manufacturing defect or expiry issue reported within 30 days of delivery. We assess only the affected item and arrange a replacement or refund. If refunded, the amount is based on the item's actual value within the offer, not its original full price before the BOGO discount.

7. How your refund works

8. One return or exchange for each order

Each order is eligible for one return or exchange only. Our goal is to resolve the issue completely the first time and provide the most suitable solution for your case.

9. Skin reactions and finding your match

Your skin's wellbeing comes first. If you notice any irritation, stop using the product and contact us right away. Our skincare specialists will review your case and help you find the right path forward. If a product is simply not the right fit for your skin type, our team is happy to guide you toward a better match.