Return Policy
*RETURN & REFUND POLICY*
Can I return my item for a refund or exchange?
Certainly, we accept returns. If for any reason you're not completely satisfied with your purchase, we're happy to offer an exchange or full refund (terms and conditions apply). Please note, this does not apply during Black Friday as products are non-returnable, non-refundable, and non-exchangeable.
How long after purchase can I make a return?
Returned items must reach us within 7 days of receipt.
How to make a return on cosmetics and merchandise:
Due to the nature of our products and for hygiene purposes, we do not offer refunds or exchanges on items simply unwanted or due to a simple change of mind. Makeup cannot be returned for hygiene purposes as per our terms and conditions. The only exception is due to an allergic reaction, for which we will require proof. We offer no exchanges on cosmetics by any means. If you receive a damaged or faulty item, we will exchange or refund it. Please notify us within 3 days of receipt.
When returning, we recommend using a recorded service as we cannot be held responsible for items that do not reach us. Original shipping charges are non-refundable, and all items must be returned in their original packaging without being opened or tampered with.
Black Friday:
Items purchased during the Black Friday sale are non-returnable, non-exchangeable, and non-refundable. Once the parcel is opened, these rules apply. Please take this into consideration when placing an order during this time. We cannot be held responsible for any damaged items received during this period.
Can I get my shipping fees back?
Original shipping fees and return shipping charges are non-refundable unless the error was made on our part or if you receive a faulty or damaged item. Shipping costs will not be reimbursed for any shipping delays.
I have received a faulty item, what do I do?
We apologize if you have received a damaged or faulty item. Please send us an image to help@houseofcosmetics.co.uk so we can investigate further. If the packaging is damaged, we may offer a partial refund depending on the severity. If you do not wish to accept the partial refund, a claim against the courier will be made.
I have received an incorrect / missing item in my order, what do I do?
If you have received an incorrect or missing item, please contact us with images of your order, the original packing slip, and the invoice. We will investigate and resolve the issue accordingly. Please retain the outer packaging and packing slip/invoice for our verification process.
My order is missing, what do I do?
If your order has not been delivered, please contact us so we can investigate. Claims for lost parcels can take up to 30 days to process. Once concluded, we will take appropriate action based on the outcome.
Do I have to pay for return postage?
Return postage costs are the responsibility of the customer unless the item is faulty or damaged. We recommend retaining proof of postage as we cannot be held responsible for returns lost in transit. Original shipping charges will not be credited.
Have you received my return?
Please allow up to 14 working days for your return to reach us. If you haven't received a refund after 30 working days, please contact our customer care team with your order number and return details.
I made a mistake on my order, what do I do?
Unfortunately, once your order is placed, we cannot amend addresses or cancel orders. Please ensure your order details are correct before confirming your purchase.
Sale refunds:
We do not refund the price difference if an item was purchased before a sale. Sale items are non-refundable. We recommend following our Instagram @houseofcosmetics.co.uk for updates on sales.