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Refund and Returns Policy

Returns & Refunds Policy (UK)

Last updated: 06 October 2025

This policy explains how returns, refunds and exchanges work for purchases made directly from Sophie Dibou within the United Kingdom. It sits alongside your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 (the “Regulations”). Nothing in this policy affects your legal rights.

For shipping timeframes and delivery information, please see our Shipping & Delivery (UK Only) page. For course cancellations, see our Terms & Conditions.

1) Summary

  • Change‑of‑mind (distance sales): You have 14 days from delivery to tell us you wish to cancel most items, then 14 days to return them unused, unopened and in resalable condition. We refund the item price and the least‑cost standard delivery. Return postage is at your cost (unless faulty or misdescribed).
  • Hygiene‑sealed cosmetics: Once opened, unsealed, swatched or used, these cannot be returned for change‑of‑mind due to health and hygiene reasons.
  • Faulty/misdescribed: You may be entitled to a repair, replacement or refund. Within 30 days of delivery, you have the short‑term right to reject faulty goods for a full refund.
  • Damaged in transit / missing items: Tell us within 48 hours of delivery with photos. Keep all packaging.

2) Eligibility checklist

Before sending anything back, please ensure:

  • Items are in their original condition (unopened, unused, with seals/hygiene stickers and all packaging/labels intact) unless returning because they are faulty or misdescribed.
  • You include the order number, your contact details, and whether you want a refund or exchange (where available).
  • You use a tracked service and keep proof of postage.

Non‑returnable (unless faulty):

  • Opened/used cosmetics, applicators, brushes with signs of use.
  • Items with broken seals/hygiene stickers removed.
  • Digital content once accessed/downloaded.
  • Personalised or made‑to‑order items.
  • Gift cards.

3) How to make a return (step‑by‑step)

  1. Notify us within 14 days of delivery (for change‑of‑mind) by emailing [insert support email] with your order number and reason. Faulty/damaged items can be reported outside this window—see Section 5.
  2. We will reply with return instructions and the returns address. Please do not send items back before receiving these instructions.
  3. Package securely in the original packaging where possible. Include any free gifts that formed part of the offer (see Section 7).
  4. Send via a tracked service. You are responsible for the parcel until it reaches us. Keep your receipt and tracking number.
  5. On receipt, we’ll inspect the items within 5 working days and email you about the outcome.

4) Refunds

  • Refunds are issued to the original payment method within 14 days of us receiving the return (or proof of return).
  • We refund the product price and the least‑cost standard delivery originally paid (where you cancel the whole order under the Regulations).
  • Shipping upgrades (e.g., Express/Priority) are not refunded unless the whole order was faulty or misdescribed.
  • If the returned item shows signs of use, missing parts, or damage not due to our error, we may deduct a reasonable amount to reflect the diminished value, or decline the return for hygiene reasons.

5) Faulty, damaged or misdescribed items

We’re sorry if something’s gone wrong. Please contact us at [insert support email] with:

  • Order number
  • Description of the issue
  • Clear photos/videos of the item, defect, outer box, inner packaging and shipping label

Your rights:

  • Within 30 days of delivery: you can reject faulty goods for a full refund.
  • After 30 days and within 6 months: we’ll repair or replace. If that’s not possible or fails, you may be entitled to a price reduction or refund.
  • Misdescribed items: you’re entitled to a repair, replacement or refund.

We may provide a pre‑paid returns label for faulty/misdescribed items. Do not dispose of the item or packaging until we confirm the resolution.

6) Exchanges

  • Where stock allows, we can exchange for the same item (e.g., like‑for‑like replacement) if returned unopened/unused or where the original was faulty.
  • For a different item/variant, please place a new order; your return will be processed as a refund.

7) Bundles, free gifts & promotions

  • If you return part of a bundle/kits that qualified for a discount, your refund may be adjusted to reflect the full (non‑bundle) price of items you keep.
  • Free gifts with purchase must be returned if the qualifying order is refunded in full; otherwise the value of the gift may be deducted.

8) Returns shipping costs

  • Change‑of‑mind: you pay return postage. We recommend a tracked service.
  • Faulty/misdescribed/damaged: we will cover reasonable return costs or provide a pre‑paid label (agreed in advance).
  • We cannot accept cash‑on‑delivery (COD) returns.

9) Late, lost or refused returns

  • If a return arrives outside the allowed window or without prior notification, we may return it to you at your expense.
  • If a return is lost in transit, you’ll need to claim from your postal carrier using your proof of postage.
  • Parcels returned to us as undeliverable due to an incorrect address or non‑collection may be re‑shipped (postage payable) or refunded for goods only where eligible.

10) Gifts & gift receipts

  • If the item was marked as a gift and shipped directly to the recipient, refunds can only be made to the original purchaser. Where we offer gift receipts, eligible returns may be exchanged or refunded to store credit.

11) Course bookings & digital content

  • Courses (in‑person/live online): covered by the cancellation terms in our Terms & Conditions (different timelines may apply).
  • Digital courses/downloads: once accessed or downloaded within the 14‑day cooling‑off period, you acknowledge you waive your right to cancel under the Regulations (see Terms & Conditions).

12) Allergy & patch testing

We list ingredients on packaging and/or product pages. Always patch test 24–48 hours before use and follow directions. If you experience irritation, discontinue use and contact us. Returns for opened cosmetics due to personal sensitivity are not accepted unless the product is faulty or misdescribed.

13) How to contact us

Email: via contact us form
Returns address (authorised returns only): will be provided

If we change this policy, we’ll update the date above and post the new version on our website.

Quick FAQ

How long do refunds take? Up to 14 days from receipt/approval of your return (bank times may vary).
Do you offer free returns? Only for faulty/misdescribed items pre‑authorised by us.
Can I return opened makeup? Not for change‑of‑mind due to hygiene reasons. Faulty or misdescribed items are covered.
My parcel arrived damaged—what now? Email us within 48 hours with photos of everything listed in Section 5.
I missed my cooling‑off window—can you help? If unopened and resalable we may, at our discretion, offer an exchange or store credit—contact us first.