Cancellation / Return Policy
Our Returns Policy forms part of and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time.
This Returns Policy was last updated on December 16, 2020.
Should you want a refund for your One-Time Beauty Box purchase you must email email@example.com. If your box has yet to be shipped out, we are happy to provide a full refund. If your box is in transit or has been received, a return will be approved on a case-by-case basis. Please email our customer service team with your order number and reason for return. If a return is approved, you can send it to the provided address for a full refund within 10 days of the purchase date. You will be refunded in the original form of payment.
Monthly Rebillable Subscriptions can be cancelled at any time in your Account Settings beneath the “Manage Subscriptions” heading. In the upcoming recurring payment email notification, there's also a link to manage your subscription.
If you’ve already been billed for this month’s box, your cancellation will take effect in the next billing cycle.
Cancellation requests must be received before the recurring payment date. For example, if your subscription recurs on 1st of every month. The request must be received on 30th or 31st. Cancellation requests received after recurring date will take effect on next billing cycle.
3, 6 or 12-Month Rebillable Subscriptions can only be cancelled within the first month by request. Your request will be approved on a case-by-case basis. We are, however, able to opt you out of auto-renewal at any time. You’re also able to opt yourself out of auto-renewal within the final month of your subscription. In the upcoming recurring payment email notification, there's also a link to manage your subscription.
Cancellation request must be received before the recurring payment date. For example, if your subscription recurs on 1st of every month. The request must be received on 30th or 31st. Cancellation requests received after recurring date will take effect on next billing cycle.
What should I do if I receive an incorrect item or an item has been replaced?
In some cases, we do run out of an item. These items will be replaced by one of equal value. Any items that are out of stock will be noted in the product listing as soon as possible. In rare cases, the item will be out of stock after your order is placed. In this case, we will notify you via email prior to shipping your box. If a replacement item is not satisfactory to you we are able to refund your one-time purchase if it has not yet been shipped. If you are a subscriber, we will do our best to accommodate an alternate replacement item request.
In the event that an item is not identified as “Canadian Goods Returned”, duties and taxes will be assessed accordingly by the Canada Border Services Agency (CBSA). If an item that is Canadian goods returned is delivered and duties and taxes are inaccurately applied, the recipient has two options to dispute the duties and taxes with the CBSA, which are outlined in section 2.2.6.
What should I do if my item is damaged?
Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our apologies if you have received a damaged item.
We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may result in a delay in the parcel being returned.
You can contact us at firstname.lastname@example.org. Please attach any pictures you have of the damage to the message. A member of our team will review the details and offer the best resolution to resolve your query.
How do I report a fault with my product?
Please accept our apologies if you believe there is a fault with your item, we take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail.
In order to do this, we ask that you contact us at email@example.com. Please provide details of the fault and where possible attach pictures to your message.
How do I arrange a return?
Please contact our Customer Service team at firstname.lastname@example.org to discuss your return.
We will need to know your order number and the issues you have encountered. Upon receipt of these details, we will review your case and provide you with the next steps.
If your item needs to be returned, please package the item securely and ensure our returns form is included inside.
You will need to obtain a proof of postage receipt when you send your item to us. Proof of postage does not cost anything but without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit.
Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Please, therefore, ensure that you send your item back to us using a delivery service that insures you for the value of the goods.
Roulette boxes are sale items that are not eligible for returns, refund or exchange.
All discounted and sale items, as well as gift cards sales are final and non-refundable.
Will Roulette Boxes be different each box I order?
Roulette boxes items are not guaranteed to be different. There are chances some items might overlap or same. If you are ordering more than one Roulette Box, we will do our best to mix up the product variety.
Will you refund my postage costs to return an item?
We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.
We will refund postage costs for damaged items on a case-by-case basis. We will require proof of payment for the postage in order to provide reimbursement. You will not be reimbursed until the package reaches our warehouse.
If you are not satisfied with the way in which we have handled the return or replacement of any item, we want to hear about this. Our aim is to resolve the matter for you and ask that you please contact our customer service representatives at email@example.com.