Refund policy

Would you like to return (part of) your order? Returns are possible at your own expense within 14 days after receiving your order, provided that the items are unused, undamaged, and in their original, unopened packaging.

⚠️ Important – Cosmetic & Hygienic Product

As this is a cosmetic product that comes into direct contact with the eye area, strict return conditions apply for hygiene and safety reasons.

To guarantee the health and safety of our customers, we cannot accept returns of opened or used products, or products where the seal has been broken.

In accordance with European consumer legislation, the right of withdrawal does not apply to sealed products that are not suitable for return due to health protection or hygiene reasons once the seal has been broken after delivery.

 

How to return your order

Step 1: Log in to your account and easily request a return for the items you wish to send back. You do not need to wait for our approval. Please note that your return request must be submitted within 14 days of receiving your order. We will inspect your return once we receive the package. (⚠️ Please ensure you comply with the return conditions - otherwise we cannot issue a refund. Opened packages will not be refunded).

Step 2: Create a return label at your own expense and send the parcel via your local post office. Do not forget to use Track & Trace (as proof of shipment).

Step 3: Place the items in a box or shipping bag together with the packing slip.

Step 4: Send your parcel back at your own expense with Track & Trace.

Once we have received your return and confirmed it meets our return conditions, you will receive your refund within 14 calendar days via the original payment method.

Exchanges or cancellations are not possible.

Return address:
Antwerpsestraat 105 2.2
2950 Kapellen

Please always return your parcel with a Track & Trace code so you can follow your shipment until it has safely arrived.


Return Conditions

1. Time period

  • Items can be returned within 14 calendar days after receipt.

2. Shipping

  • If you choose to return your package, return costs are entirely at your own expense. You will not receive a return label with your order.
  • Returns are made at your own risk. We are not responsible for damage or loss of returned shipments. Please ensure your return is carefully packaged to reduce the risk of incomplete or damaged delivery. Always keep your Track & Trace code until your return has been processed.
  • Items must be returned in their original condition. This means unused and in original, unopened packaging.
  • A fully completed return form ensures faster processing and refund. If the return form is incomplete or incorrect, this may delay your refund.
  • If you initially received free shipping and, after returning items, your order total falls below €49, the original shipping costs (BE: €5.95 – NL: €6.95) will be deducted from your refund.
  • Exchanges are not possible.
  • Gift cards, discounted items, or sale items cannot be returned.

3. Refunds

If you choose a refund, please note that it may take several days (up to 14 days) for the amount to appear in your account, depending on your bank’s policies.

4. Holidays

These conditions also apply during holiday periods. This means returns must still be sent back within the 14-day period. Returns will be processed within 72 hours once we resume operations after a holiday or break. Holiday periods will always be announced on our website and social media. Thank you for your understanding.

5. Thank you for your understanding

To minimize the environmental impact of returns and reduce waste, we encourage you to carefully consider your purchases. Take the time to read product descriptions and details thoroughly to ensure you are confident in your choice and contribute to more sustainable shopping.

Returns are not only costly, they also place a significant burden on small businesses. Therefore, we kindly ask you not to place bulk orders with the intention of returning multiple items.

If you do return an item, we would appreciate it if you could specify the reason for your return. This allows us to improve our products and services. Your feedback is crucial and highly valued, as it helps us provide excellent customer service. Your opinion matters to us.

With love,
Kate & Amir