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Your satisfaction with your purchase matters to us. If you experience a problem, we try to keep the return and exchange process as easy as possible.

14-day right of withdrawal

Pursuant to Consumer Protection Law No. 6502 and the Distance Contracts Regulation, you may exercise your right of withdrawal without giving any reason within 14 days of the date you receive the product.

Products that cannot be returned for hygiene reasons

As cosmetic products are intended for personal use, pursuant to subparagraph (ç) of the first paragraph of Article 15 of the Distance Contracts Regulation, the following products are not eligible for return for health and hygiene reasons:

Products whose packaging, tape, seal or protective film has been opened,
Products that have been tried or used.

If you are considering exercising your right of withdrawal, we kindly ask that you do not open the product's packaging.

Defective, damaged or incorrectly sent products

If the product is defective, was damaged in transit or differs from what you ordered, your return or exchange request will be accepted in all cases, even if the packaging has been opened. For defective products, you may exercise your optional rights under Article 11 of Law No. 6502 (withdrawal from the contract, a price reduction, free repair or replacement with a non-defective equivalent). Contacting our customer service with a photo of the product speeds up the process.

How does the return process work?

Create a return request by selecting the relevant order on the My Account › My Orders page, or contact our customer service.
Once your request is received, you will be sent a free return code for our partner courier company.
Pack the product together with any gifts and samples sent with the order, in its original box if possible.
Drop off the package at a branch of our partner courier company, quoting the return code.
Your payment will be refunded to the payment method you used within 14 days at the latest from the date your notice of withdrawal reaches us. You must send the returned product with our partner courier within 10 days of this notice.

The time it takes for credit card refunds to appear on your statement may vary depending on your bank. For instalment purchases, the refund amount may be credited to your card in instalments, according to your bank's practice.

Returns on campaign orders

For orders placed under campaigns such as "Buy 3, pay for 2", basket discounts or free gifts, if you return only some of the products, the campaign conditions are reassessed for the remaining products and the refund amount is calculated accordingly. Gift products sent as part of the campaign must also be included in the return package.

Loyalty points

Points earned for returned products are deducted from your account. If you used points on the order, the points corresponding to the returned products are credited back to your account.

Exchange

If you would prefer a different colour or shade, you can create a return request and place a new order, provided the product's packaging has not been opened. For defective or incorrectly sent products, we will start the exchange process for you.