Customer Protection Policy
Return & Refund Policy
We stand behind every product we sell.
Your satisfaction is our priority.
Return Window
7 Days
Refund Processing
7–14 Days
Return Shipping
Free
⚠️ Unboxing Video is Mandatory
Record a clear unboxing video when you receive your parcel. The video must show the full unboxing process and highlight any issues. Without this video, we are unable to process returns or refunds.
Accepted Return Reasons
1
Wrong Product Delivered
If you receive a product or shade number different from what you ordered, contact us within 7 days of receiving your order. We will arrange either a refund or exchange for the correct product at no additional cost.
2
Broken or Damaged Items
If your order arrives with damaged or broken items, notify us within 7 days of receiving the order. We will either send a replacement or provide a full refund — your choice.
Conditions for Returns & Refunds
1
Unboxing Video Required
A clear unboxing video showing the issue is mandatory for all return and refund requests. No exceptions.
2
Contact Within 7 Days
Reach our support team within 7 days of receiving your order. Provide your order number and a detailed description of the issue.
3
Original Condition Required
The product must be unused, unopened, and in its original packaging. For broken items, retain original packaging and provide clear photographs of the damage.
4
Return Authorization Required
We will provide a return authorization number and shipping instructions. Do not return any items without prior authorization from our team.
5
Free Return Shipping
We cover all return shipping costs for wrong or broken items. There are absolutely no charges to you for eligible returns.
6
Refund Timeline
Once we receive and inspect the returned product, your refund is processed within 7–14 business days to the original payment method used for the purchase.
Items Not Eligible for Return
Need Help? Contact Us
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Contact Our Support Team
Have questions about a return? Reach us via email or WhatsApp — we respond within 24 hours on business days.
Emelie Cosmetics reserves the right to amend or modify this return and refund policy at any time without prior notice.
Please refer to the most recent version on our website. Thank you for choosing Emelie Cosmetics.
Please refer to the most recent version on our website. Thank you for choosing Emelie Cosmetics.