Customer Care
Refund & Return Policy
We want you to love every product you receive. If something is not right, we will make it right. Here is everything you need to know about returns and refunds.
Returns
You may return eligible products within 14 days of receiving your order. To qualify, items must be unused, unopened and in their original packaging.
For hygiene reasons, opened or used personal-care and hair products cannot be accepted for return. This protects every customer and ensures the safety and integrity of our formulations.
To start a return, please contact our support team by email or phone. We will confirm your eligibility and guide you through every step of the process.
Return Eligibility
- Unused, unopened products
- Original sealed packaging
- Returned within 14 days
- Defective or faulty items
- Incorrect item received
- Arrived damaged
- Opened or used products
- Sale or promotional items
- Clearance items
- Gift cards
- Digital items
- Outside the 14-day window
For hygiene reasons, opened or used hair and personal-care products cannot be accepted for return, even if returned within the 14-day window. Please make sure the seal remains intact.
How to Initiate a Return
Please follow these steps to start your return. We aim to make the process as simple as possible.
Refund Process
Once we receive and inspect your return, we will notify you by email of the approval or rejection of your refund.
- Approved refunds are processed to your original payment method within 5–7 business days.
- Please allow additional time for your bank or card issuer to reflect the credit in your account.
- Original shipping costs are non-refundable.
- Return shipping is the customer’s responsibility unless the item was defective or incorrect.
If you haven’t received your refund within the expected timeframe after our confirmation, please contact us with your order number and we will investigate immediately.
Exchanges
We only replace items that are defective, damaged or incorrect. If you received an item in any of these conditions, please:
- Contact us within 48 hours of receiving your order.
- Provide your order number and details of the issue so we can arrange a replacement.
If you simply wish to receive a different product, please return your eligible item following the process in Section 3 and place a new order separately. Our support team is always happy to help.
Damaged or Incorrect Items
If your order arrives damaged or you receive an incorrect item, we sincerely apologise. Please follow these steps:
- Photograph the outer packaging and the product(s) immediately upon receipt.
- Email the photos to [email protected] within 48 hours of delivery, along with your order number.
Once we receive your report, we will arrange one of the following at no additional cost to you:
- A replacement dispatched at no extra charge, or
- A full refund to your original payment method.
We take quality control very seriously. Reporting damaged or incorrect items promptly helps us resolve your case quickly and improve our fulfilment process. Thank you.
Order Cancellations
You may cancel your order within 12 hours of placing it, as long as it has not yet shipped.
- To request a cancellation, contact us as soon as possible at [email protected] or +90 539 455 05 05 with your order number.
- If your order has already shipped, it can no longer be cancelled.
- Shipped orders may still be returned in accordance with the terms of this policy.
We aim to dispatch orders quickly, so please reach out promptly if you need to cancel. Our team will do everything possible to assist you before your order leaves our warehouse.
Need Help?
Our customer care team is available Monday to Friday, 9:00–20:00 (Turkey Time). We aim to respond to all enquiries within 24 hours.
Returns Support
Contact us and we will guide you through the entire return process.