If something is not right, tell us. We would far rather hear from you and put it right than have you quietly disappointed with something you paid for.
This policy applies to orders placed through our online store. If you ordered another way, contact us and we will tell you what applies.
The short version
- You have 30 days from delivery.
- Unopened and unused comes back for a full refund.
- Opened, and something is genuinely wrong, including a skin reaction, and we will replace or refund it.
- Opened, and it simply was not for you, and we will usually offer store credit.
- If we sent the wrong thing or it arrived damaged, we fix it at our cost.
What you get back
| Situation | What happens |
|---|---|
| Unopened and unused within 30 days of delivery |
Full refund to your original payment method |
| Opened, but faulty or it caused a reaction within 30 days of delivery |
Replacement or full refund, whichever you prefer. We cover the postage |
| Damaged in transit, or the wrong item within 7 days of delivery |
Replacement or full refund. We cover the postage, and usually will not ask for it back |
| Opened, and simply not for you | Store credit for the purchase price, offered case by case |
| After 30 days | Contact us anyway. We would rather hear from you than not |
If a product does not agree with your skin
Everything we make is built on simple ingredients, and even gentle ingredients do not suit every person. If something causes irritation or a reaction, stop using it and email us. We will replace it with something better suited or refund it in full, even though it has been opened, and you will not pay return postage.
Please tell us which product and what happened. It genuinely helps us make better things.
Opened, but it simply was not for you
Scent is personal, and a texture that one person loves another will not. If you have opened something and it is not for you, email us within 30 days and we will usually offer store credit so you can try something that suits you better.
We offer credit rather than a cash refund here for a plain reason: everything is handmade in small batches, and once a jar is opened we cannot sell it to anyone else. Opened product is never resold.
What cannot be returned
- Workshops, classes and bookings
- Custom, personalised and made-to-order pieces, including wedding and event collections
- Gift cards
- Items marked final sale at the time of purchase
None of this affects your rights if an item is faulty, damaged or not what you ordered.
Damaged, faulty or wrong item
Damaged in transit, or the wrong item sent: email us within 7 days of delivery with your order number and photographs of the item and its packaging. The window is short here because carriers set their own deadlines for damage claims.
A fault that shows up later, or a skin reaction: you have the full 30 days from delivery.
Either way we will replace it or refund it in full, whichever you prefer. You will not pay return postage, and in most cases we will not ask you to send it back at all.
How to start a return
- Email cfenton@royalallurebeautyco.com within 30 days of delivery with your order number and what you would like to return.
- We will reply with return instructions and the address to send to. Please wait for this before posting anything, as returns sent without contacting us first can go astray.
- If we ask you to send it back, pack it with its original jar, lid and packaging, well enough to survive the journey. For damage and wrong-item claims we often will not need it returned at all.
- Once it arrives and we have checked it, we will process your refund or credit.
Your order number is on your confirmation email. If you cannot find it, contact us anyway. We are small enough to look your order up ourselves.
Return postage
If you are returning something because you changed your mind, return postage is yours to pay, and the original shipping charge is not refunded. We recommend a tracked service, because until a parcel reaches us it is still your responsibility.
If the return is because of our error, a fault, damage in transit or a reaction, we cover the cost.
Refunds
Refunds are issued to your original payment method within 5 to 10 business days of us receiving and checking the return. Your bank or card issuer may take a few further days to show it.
If more than 15 business days have passed since we received your return and you still cannot see the refund, contact us and we will chase it with you.
If the original purchase was made with store credit or a gift card, the refund is returned as store credit.
Exchanges
The quickest way to exchange something is to return the original under this policy and place a new order for what you would rather have. If you would prefer a direct swap, email us and we will arrange it where we can.
Cancelling an order
Because everything is made to order, we begin work quickly. If you need to cancel, email us as soon as possible. We can usually cancel and refund in full if we have not yet started making your order.
Questions
Email cfenton@royalallurebeautyco.com or call 910-540-2141. A real person will answer you.