Refund policy

At Emelie Cosmetics, we strive to provide you with high-quality cosmetic products that meet your expectations. However, we understand that there may be instances where you need to return a product. Please read our return and refund policy carefully to understand the conditions under which returns and refunds are accepted.

Returns for Wrong or Broken Items

We accept returns for the following reasons:

  1. Wrong Product Delivered: If you receive a product or a shade number that is different from what you ordered, please contact our customer support team within 7 days of receiving your order. We will arrange either a refund or exchange for the correct product to be shipped to you at no additional cost.
  2. Broken Items Delivered: If your order arrives with damaged or broken items, please notify us within 7 days of receiving the order. We will either send you a replacement item or provide a refund for the damaged item, as per your preference.

Conditions for Returns and Refunds

To be eligible for a return or refund, the following conditions must be met:

  1. Unboxing Video (Mandatory): It is a mandatory requirement to record a clear unboxing video when you receive the parcel. The video should show the unboxing process and highlight any issues with the product.
  2. Notification: You must contact our customer support team within 7 days of receiving the wrong or damaged product to initiate the return process. Please provide your order number and a detailed description of the issue.
  3. Product Condition: The product must be unused, unopened, and in its original packaging. For broken items, please retain the original packaging and provide clear photographs of the damage.
  4. Return Authorization: We will provide you with a return authorization number and instructions on how to return the product. Please do not return any items without prior authorization.
  5. Shipping Costs: We will cover the cost of return shipping for wrong or broken items.
  6. Refund Process: Once we receive and inspect the returned product, we will process your refund within 7-14 business days. Refunds will be issued to the original payment method used for the purchase.

Items Not Eligible for Return or Refund

Please note that we do not accept returns or offer refunds for the following:

  1. Products that have been opened or used unless they are damaged or incorrect.
  2. Products returned without prior authorization.
  3. Products returned after 7 days of receipt.
  4. Products that are not in their original packaging.

Contact Us

If you have any questions or need assistance with the return process, please reach out to our customer support team via email at emeliecosmetics@gmail.com or by WhatsApp at +92 335 2328899.

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 for the latest information.

Thank you for choosing Emelie Cosmetics for your cosmetic needs. We value your satisfaction and are committed to providing you with the best shopping experience possible.