Return and Refund Policy

Return Policy

We want you to be completely satisfied with your purchase, and we understand that sometimes returns are necessary. You may return it to us for a full refund, store credit, or an exchange. Please read our return policy carefully to ensure a smooth and efficient process.

Returns
You have the right to return any product purchased from Facelove within 30 days of the delivery date. The product must be unused, in its original packaging, and in the same condition as when you received it.

Initiating a Return:

  • To initiate a return, please contact our customer service team at support@facelove-cosmetics.com
  • Provide your order number, a detailed reason for the return, and any supporting images if applicable.

 

Cancellations

Cancellations must be requested within 12 hours of placing the order.

After this period, the order may already have been processed and can no longer be canceled.

Digital cancellations (e.g., via payment providers) and refusals at the doorstep are not eligible for refunds.

Products must always be returned properly and through the designated return process. Refusals and digital refusals are often lost, not pre-announced, and cannot be tracked by us.

Starting a Return Process

To initiate a return, please contact our customer service at:
support@facelove-cosmetics.com

Please include:

  • Your order number
  • A detailed reason for the return
  • Supporting images (if possible)

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (e.g., incorrect or defective product).

To ensure your return is processed correctly, insured shipping with tracking is required. After shipping the package, please contact our customer service to provide the return receipt and tracking number so we can verify receipt and process your refund.

Return Authorization

Once your return request is approved, you will receive:

  • A return form
  • A Return Authorization (RA) number
  • Instructions for completing the return

If your package arrives damaged, is defective, or the wrong product was delivered, we will cover the return costs. In such cases, you will receive a voucher to offset the shipping costs.

In all other cases, the customer is responsible for return shipping.

Returns for Issues (Damaged / Incorrect Product)

Products that are incorrect, defective, or damaged during transport are eligible for return.

The product must be unused and in its original packaging.

After reviewing your return request, you will receive an RA number and further return instructions.
Please ensure the product is returned within 5 days of receiving the RA number.

Once we receive and inspect the product, we will process either a replacement or a refund, depending on your preference.

After We Receive Your Return

Once we have received and inspected the returned product, you will receive a refund via the original payment method within 15 business days at the latest.

Please note:
For hygiene reasons, opened or used products cannot be refunded.
Ensure the product is returned unopened and in its original condition to qualify for a full refund.

Exchanges

Exchanges are only possible within the 30-day return period after delivery.

Ensure the product is properly packaged to prevent damage during transport.

We only offer exchanges for products of equal value.
If the replacement product differs in value, the customer is responsible for paying the price difference.

Shipping costs for exchanges are the responsibility of the customer.

Return Conditions

All returns must meet the following conditions:

  • Unused: The product must be in its original condition. Used products cannot be returned.
  • Undamaged: The product must show no signs of use or damage unless it was delivered defective.

Special Exception

In certain cases, we may decide to send a replacement product without requiring the original product to be returned.

If you are not satisfied with the replacement product, both products must be returned to receive a refund.

This is a one-time exception. Future replacements will only be processed after the original product has been returned.

Changes to the Return Policy

Facelove Cosmetics reserves the right to modify or update this return policy at any time.

Changes take effect immediately upon publication on our website.

Contact

For questions or comments regarding our return policy, please contact our customer service at:

support@facelove-cosmetics.com