CAN I RETURN MY ITEM FOR A REFUND OR EXCHANGE?
Of course you can return to us babe. If for any reason you are not completely happy with your purchase, we will happily accept a return for an exchange or full refund (T&C’s) apply.
HOW LONG AFTER PURCHASE CAN I MAKE A RETURN?
Returned items must be received within 14-days of receipt.
HOW TO MAKE A RETURN:
With regards to fashion, please do your best to try on, handle and repackage the items with the utmost care. We will ONLY accept refunds or exchanges if items are returned to us in their original condition which means unworn, undamaged, free from fake tan/makeup any other stains, pet hairs, perfume, deodorant and have the original P.Louise tags attached.
Download the returns form at the bottom of this page, print it out and fill it in. We recommend sending us an email telling us you have returned your item, why you have returned your item along with proof of a shipping receipt - (just in case you lose your shipping receipt tracking number and your return goes missing - we’ve all been there babe). [email protected]
We always recommend returning your items via a recorded service as we unfortunately can't be held responsible for any items that do not reach us. Original shipping charges are non-refundable unless the item is damaged or faulty.
COSMETICS & MERCH
Due to the nature of our products and for hygiene purposes we DO NOT offer refunds/exchanges on items simply unwanted/change of mind. Makeup cannot be returned for hygiene purposes - the only exception is if someone has had an allergic reaction. We offer no exchanges on cosmetics. If you receive an item damaged or faulty we will of course exchange or refund this for you. If you receive a damaged/faulty item you must notify us within 7 days of receipt.
We always recommend returning your items via a recorded service as we unfortunately can't be held responsible for any items that do not reach us. Original shipping charges are non-refundable.
Items must be returned in their original packaging and cannot be opened.
ANY MYSTERY BOXES / BIRTHDAY BOXES
Products are non-refundable and cannot be exchanged even if a colour does not suit you or a clothing fit is not correct.. It was stated upon purchase that these items are chosen at random. Depending on stock levels we may add a size up or down on fashion. You may get a base that isn't your shade, unfortunately this is a mystery box and your sizes / shades can vary depending on availability.
The same rules apply for Birthday Boxes. If a product is damaged once leaving our warehouse unfortunately we can only offer a 5% refund. Products are chosen at random and we cannot guarantee every box to be the same. If the outer box is damaged we cannot offer any refund or resend the packaging as this is an extra bonus to your order.
The same applies for competitions. Any products received during a competition cannot be exchanged or returned for monetary value. Although your shade may not be suited to yourself or fashion may not fit correctly, we are unable to exchange or refund, as this was a complimentary item. All items received within a competition depend on stock available, therefore if an item is out of stock or discontinued we will be unable to process this within your package.
All Mystery boxes are dependent on value and not quantities. Every box may be different as it is a mystery.
Any products ordered in the Black Friday sale are non-returnable non-refundable and non-exchangable. As noted on the packaging, once opened you cannot return the parcel. If the box isn't opened or tampered with, you may return it to us.
COURSES / ONLINE TRAINING
We offer no refunds on courses or online training.
HOW LONG DOES A REFUND TAKE?
We aim to process all of our returns within 5-7 working days of delivery to us - busy periods such as Black Friday may take slightly longer - at which time we will issue a full refund or exchange. All refunds will be processed through PayPal unless a payment was made via a credit/debit card, over the telephone, in which case your refund will be debited back to your card. The refund will be processed back to your original method of payment and may take upto 14 working days to enter your account.
CAN I GET M Y SHIPPING FEES BACK?
We regret to inform you that any original shipping fees or return shipping charges are non-refundable, unless the error was made on our part or if you receive a faulty or damaged item.
I HAVE RECEIVED A FAULT Y ITEM.
We are so sorry babe that you have received a damaged/faulty item from us. This is super rare and we can only assume this occurred during the manufacturing process or in transit. Please send us an image to [email protected] so we can look into this & help you further. If the packaging is damaged we will offer you a partial refund of up to 10% depending on the severity of the damage. If you do not wish to accept the partial refund, a claim against the courier will be made in which you will be made to wait up to 30 days for the claim to be processed. Only once the claim has been concluded will we take action depending on the outcome of the claim.
I HAVE RECEIVED AN INCORRECT / MISSING ITEM IN MY ORDER .
We're really sorry if we've made a mistake with your order babe. Please send us a message at [email protected] with an image of your order, the original packing slip, the invoice so we can identify the packing error and the outer packaging it was sent in. Packing orders go through extensive checks whereby they are picked and packed by two members of staff. The items are ticked off one by one on the packing slip when being picked and are then counted as they are packed. The packing slip is then numbered and signed to indicate how many items are in the package. We can refuse to resend an item if we believe the item has been packed correctly and all correct procedures have taken place. Unfortunately if you do not keep your outer packaging and your packing slip / invoice we are unable to assist you any further as these go through strict weight checks and we need these to identify whether it is fraudulent or not.
We are able to block your account from ordering from P.Louise Cosmetics if you are found providing false information. If we have proof that your order weighed the correct amount when being dispatched, that it was counter signed by multiple parties, then we do have the right to refuse your refund or replacement.
Please note if you purchase of the Secret Sinner Masterclass collection that the Secret Sinner Eyeshadow Palette is sent out separately to prevent damage.
MY ORDER IS MISSING.
We are sorry if you have not received your order. If your order has been shipped but our delivery partners have failed to deliver, your order could be lost in transit. If your tracking has been marked as delivered but you have not received your parcel your order could also be deemed as lost. If you have not received your parcel you will need to contact our customer service team via email on [email protected] so we can look into this. If we suspect your parcel is in fact lost we will need to raise a claim with the courier service. Claims can take up to 30 days to process from the point of us recognising that the parcel is lost. Once the claim has been submitted this can take up to 30 days to conclude. During the claims process we will be unable to re send your order or issue you a refund. Once a claim has been concluded we will only be able to take action based on the outcome of the claim. The outcome of the claim is a final decision and cannot be overridden.
DO I HAVE TO PAY FOR RETURN POSTAGE?
We're unable to cover return postage costs unless your item is faulty or damaged. Customers are urged to hold onto proof of postage as we are also not responsible for returns lost in the post. If you paid for shipping at the time of your original order, you will not be credited the cost of shipping when we receive your return.
HAVE YOU RECEIVED MY RETURN?
Please allow up to 14 working days for your parcel to be returned to us babe. If you haven’t received a refund after 30 working days - please contact our customer care team with your order number and details of the items returned.
I MADE A MISTAKE ON MY ORDER.
As we out source our shipping, once your order is placed we cannot amend addresses or cancel your order. Your order is processed, picked and packed within 5 minutes of you ordering. We cannot add anything to your order and we cannot change your order. If you order the incorrect item this is your own responsibility.
SALE / PROMOTION T&C'S
If we put a sale on the price difference cannot be refunded if you placed an order before the sale started. We try our best to prepare our customers for sale's through our instagram @plouise_makeup_academy .
Please Note: Sale items on Fashion can only be exchanged for a different item or size. We do not accept refunds on sale items.
CHRISTMAS / NEW YEAR DEALS
Any deal purchased with a brush (including texture treatment) can be packed at random so brushes may vary. You may receive a skin brush, a #7071 or a #7072 brush.