Welcome to our returns and warranty page. We aim to make your experience as clear and hassle-free as possible. Please review our detailed policy below.
Return Policy
General Return Policy:
- Our policy lasts 30 days from the delivery date. If 30 days have passed, we can't offer a refund or exchange.
- Items must be unused, in the same condition as received, and in the original packaging. If delivered on a pallet, the wooden pallet must be included (please make sure to retain original packaging of the product and pallet for cooling-off period).
Non-Returnable Items:
- Perishable goods.
- Opened cosmetics.
- Intimate or sanitary goods.
- Hazardous materials, flammable liquids, or gases.
- Pre-order items (unless faulty) - with 2-3 weeks dispatch time.
- Gift cards.
- Subscription boxes.
- Roxie Beauty Bags.
- Mystery Boxes.
- Outlet items (close to expiry date).
Required Documentation:
- A receipt or proof of purchase is required.
- Do not send items back to the manufacturer.
Partial Refunds:
- Items not in original condition, damaged or missing parts not due to our error.
Refund Process:
- Once your return is received and inspected, we'll notify you via email of the approval or rejection of your refund within 5 working days.
- Approved refunds will be processed to your original method of payment within a 5 working days.
Store Credit:
- Applies if items were not collected from the post office, returned due to mistake or without reason, or if the address was incomplete or unknown.
- Also applies if the buyer changes their mind.
Late or Missing Refunds:
- Check your bank account and contact your debit/credit card company or bank.
- If you still haven't received your refund, contact us at sales@roxiecosmetics.co.uk.
Sale Items:
Only regular-priced items may be refunded; sale items cannot.
Exchanges:
- We only replace items if they are defective or damaged.
- Contact us at sales@roxiecosmetics.co.uk for exchanges and send your items to:
- Roxie Cosmetics, Unit 16, Sisna Park Road 59, Plymouth, PL6 7AE, United Kingdom.
Gifts:
- Items marked as gifts will receive a gift credit.
- If they weren't marked as gifts, refunds will go to the gift giver.
Shipping:
- Customers are responsible for their own shipping costs for returns.
- For items over £50, use a trackable shipping service or purchase shipping insurance.
Surcharges:
- Incorrect Delivery Address: If a package is returned to us due to an incorrectly inputted delivery address, a fee of (£5.00 - for packages) and (£50.00 - for pallet) will be deducted from your refund.
- Uncollected Packages: If a package is returned to us due to an incorrectly inputted delivery address, a fee of (£5.00 - for packages) and (£50.00 - for pallet) will be deducted from your refund.
- Redelivery of a Package: Request of redelivery of a parcel, a fee of £3.95 will apply.
- Redelivery of a Pallet: Request of redelivery of a pallet, a fee of £50.00 will apply.
- Lack of Wodden Pallet: If you will not retain wooden pallet for return, we will be charged £50.00 by delivery company for supplying one pallet, and it will passed to the customer.
Returns Process
1. Contact our customer service at sales@roxiecosmetics.co.uk.
2. Ensure the item is in unused condition and in the original packaging.
3. If delivered on a pallet, retain the pallet for return.
4. Include a note with your order number in the packaging. Returns without note with order number won't be considered.
5. Once received, refunds are processed within 5-7 business days to the original payment method or as store credit.
Warranty & Complaints
Complaints:
- Customers must retain the original packaging for the complaint period. Complaints without the original box won't be considered.
- Orders delivered on a pallet must include the pallet for returns.
- Return shipping for complaints is the customer's responsibility; we cover shipping for exchanged items sent back to the customer.
- If a complaint is unjustified, return shipping back to the customer will also be at their expense.
- Each return/complaint must include the order number. Parcels without sender identification will not be considered.
- Complaint consideration time is 14 days from receipt of the shipment.
- Outlet items are sold with known defects and are not eligible for returns or complaints.
For any queries or additional information, feel free to contact us at sales@roxiecosmetics.co.uk.