Refund policy

Refund and Returns Policy

30-Day Return Policy

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Eligibility for Returns

To be eligible for a return, your item must meet the following criteria:

  • The item is in the same condition you received it, unworn or unused.
  • The item must be returned with original tags and in its original packaging.
  • You’ll also need to provide the receipt or proof of purchase.

How to Start a Return

To begin a return, please contact us at charlottegrantcosmetics@outlook.com. Returns should be sent to the following address:
Brow Building, 69 Melling Way, Liverpool, United Kingdom, L32 1TW

If your return is approved, we will provide you with a return shipping label, along with instructions on how and where to send your package. Please note that returns sent without prior authorization will not be accepted.

For any questions about returns, feel free to contact us at charlottegrantcosmetics@outlook.com.

Quality Assurance

Before dispatch, all products are hand-checked to ensure they meet our quality standards. However, as many of our products are handmade, please be aware that slight variations may occur between individual items. These minor differences are part of the uniqueness of our products and should be taken into consideration when making your purchase.

Damages and Issues

Please inspect your order immediately upon receiving it. If your item is defective, damaged, or if you received the wrong item, contact us right away so we can evaluate the issue and resolve it promptly.

If your package is visibly damaged upon delivery, please inform the delivery person that you wish to sign as "received damaged."

Refunds

Due to health and hygiene regulations, Charlotte Grant Cosmetics offers a strict no refund policy on all final purchases made through our website or Instagram. This includes products that are opened, used, or worn.

Faulty Goods

If you receive goods that are faulty or damaged, you must report this immediately, before wearing, modifying, or using the product. The resolution for faulty goods will be determined at the discretion of Charlotte Grant Cosmetics.

If your goods are received as faulty or damaged once opened, please contact our Customer Care team within 48 hours of receiving your order.

Exceptions and Non-Returnable Items

Certain types of items cannot be returned, including but not limited to:

  • Perishable goods (e.g., food, flowers, or plants)
  • Custom products (e.g., special orders or personalized items)
  • Personal care goods (e.g., beauty products)
  • Hazardous materials, flammable liquids, or gases

If you have questions or concerns about a specific item, please contact us before making a return.

Please note, we do not accept returns on sale items or gift cards.

Exchanges

If you'd like to exchange an item, the quickest method is to return the original item. Once the return is accepted, you can make a new purchase for the item you desire.

European Union 14-Day Cooling Off Period

If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As with all returns, your item must be:

  • In the same condition that you received it.
  • Unworn or unused, with tags.
  • In its original packaging.
  • You’ll also need to provide the receipt or proof of purchase.

Refunds Process

Once we receive and inspect your returned item, we will notify you whether your refund has been approved. If your return is approved, you will be automatically refunded on your original payment method within 10 business days.

Please note, it may take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at charlottegrantcosmetics@outlook.com.