Returns and refunds

You have 30 days from the day your order arrives to tell us you want to return it, and a further 14 days to send it back.

One condition, and it is a legal one for cosmetics:

• Products must be unused and unopened, with any hygiene seal intact.
• Once a seal is broken, the right to return for a change of mind no longer applies. This is set out in the Consumer Contracts Regulations 2013, not just our policy.

You cover the postage for a change-of-mind return, and we recommend a tracked service, as the parcel is yours until it reaches us.

Different rules, and they favour you. Under the Consumer Rights Act 2015:

• If a product is faulty, damaged or not as described, you can claim a full refund within 30 days of delivery.
• After 30 days, you can ask for a replacement or a repair first, and a refund if that does not solve it.
• We cover the return postage for anything faulty or sent in error.
• A broken seal never counts against you when the product itself is at fault.

Start with a photo of the problem if you can. It speeds everything up.

• Contact us with your order number (it looks like EV-00001) and what you are sending back.
• We reply within one working day with the return address and what to include in the parcel.
• Pack the products securely, include your order number inside, and send the parcel within 14 days of our reply.

If you are signed in, your order numbers live under your orders.

• We refund within 14 days of receiving your return, or within 14 days of you sending proof of postage, whichever comes first.
• Refunds go to the payment method you used, in full for the returned products.
• If you return a whole order, we also refund standard delivery. If you chose express, we refund the standard portion (£3.95) of the delivery cost.
• If a product comes back handled beyond what was needed to inspect it, we can deduct the loss in value from the refund, as the law allows.

Banks can take a few extra days to show the refund on your statement. That part is out of our hands.

Nothing on this page limits your legal rights. The summary above is our plain-English reading of the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. If we ever fall short of those, the law wins.