Returns and Refunds Policy
Last updated: October 5, 2026
The short version: If something arrives damaged, defective, or wrong, tell us within 5 business days (wholesale) or 7 days (retail) and we will make it right with a replacement, refund, or credit. For hygiene and safety reasons, opened or used cosmetics cannot be returned. Wholesale returns need our written approval first (a return authorization), and a restocking fee may apply. Faire orders follow Faire's return policy.
Damaged, defective, or incorrect items
If an item arrives damaged, defective, or different from what you ordered, contact us within 5 business days of delivery for wholesale orders, or 7 days of delivery for retail orders. Please include:
- your order number;
- clear photos of the item, the label or batch code, and the shipping carton and packing materials; and
- a short description of the problem.
Once we confirm the issue, we will send a replacement or issue a refund or account credit for the affected item and any related shipping charge. We may ask you to return the item, at our cost, or to dispose of it instead.
Opened or used products (hygiene policy)
Because cosmetics, skincare, hair color, lash products, and grooming tools such as razors come into direct contact with skin, hair, or eyes, we cannot accept returns of items that have been opened, used, or had their seal or packaging removed, unless the item was damaged, defective, or incorrect when it arrived. This protects every customer from products that may have been contaminated.
If you have a reaction to a product, stop using it and see our Product Safety page. We want to hear about it.
Retail orders: unopened items
Unopened, unused retail items in their original sealed packaging may be returned within 30 days of delivery for a refund of the item price to your original payment method. Original shipping charges are not refundable, and return shipping is paid by the customer unless the return is due to our error. Contact us before sending a return so we can give you the return address and instructions. Refunds are issued after we receive and inspect the item, usually within 10 business days.
Wholesale orders
- Authorization required. Wholesale returns are accepted only with our prior written return merchandise authorization (RMA). Shipments sent without an RMA may be refused or returned at your expense.
- Eligible items. Other than damaged, defective, or incorrect items, we accept wholesale returns only at our discretion, and only for full, unopened, resaleable cases or units in original packaging with labels and seals intact.
- Restocking fee. Approved returns that are not due to our error may be subject to a restocking fee of up to 15% of the invoice value, plus return shipping costs.
- Not returnable. Clearance, close-out, or discounted items marked final sale; special or custom orders; items that have been price-tagged, stickered, or relabeled; and items past or near their expiration date because of storage time after delivery.
- Credit. Approved wholesale returns are normally credited to your account for future orders unless we agree to a refund.
Faire orders
Products bought through Faire are subject to Faire's return and refund policies. Please start any Faire return or claim through your Faire account.
Your rights
This policy does not limit any rights you have under applicable consumer protection law.
Contact us
To start a claim or return, use our contact form or call +1 657-790-0000. See also our Shipping Policy and Terms and Conditions.