SHIPPING & RETURNS
We have two options for deliveries, we highly recommend the tracked secure delivery service. We cannot be held liable for any parcels going missing or damaged with the royal mail services. We normally expect to dispatch all orders within one working day, Please note that orders for Next Day delivery should be placed Monday to Friday before 2pm.
STANDARD DELIVERY - £3.95 (3-5 working days)
FIRST CLASS TRACKED (1-2 working days)
FREE STANDARD DELIVERY ON ORDERS OVER £25
Due to the nature of our product and for hygiene reasons we DO NOT offer refunds/exchanges on items simply unwanted/change of mind. If you receive an item damaged or faulty we will of course exchange or refund this for you. If you receive a damaged/faulty item you must notify us in 7 days.
To complete your return, we require a receipt or proof of purchase.
(if applicable) Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
LATE OR MISSING REFUNDS
(if applicable) If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us via our contact link on our page.
(if applicable) We only replace items if they are defective or damaged. If you need to exchange it for the same item, please contact us via our contact link on our page.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
To return your product, you must contact us via our contact link on our page, where we will give you the address to return your product. Upon receipt of your order, please check the goods are in perfect condition and notify us straight away if there is a problem. The item is your responsibility until it reaches us.
For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
If returning from OUTSIDE the EU please DO NOT USE COURIER SERVICES as there will be excessive clearance fees, we will either refuse delivery or charge the fees back to you. You must ensure the value on the parcel is listed as “ZERO” and you CLEARLY write "RETURNED GOODS" on the customs form and the parcel itself as we will not accept parcels that incur duty charges.
Krystal Cosmetics do not pay returns postage unless an item is the wrong item or faulty.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.