RETURNS, CANCELLATIONS & CHANGING MY ORDER
At Karla Cosmetics, we work hard to process and dispatch orders as quickly as possible so your sparkle reaches you without delay. ✨
Please read the information below carefully before placing your order.
RETURNS
If you wish to return an item, please contact support@karla-cosmetics.com within 14 days of receiving your order.
For hygiene and safety reasons, returned products must:
• Be unopened
• Be unused
• Be in their original condition
• Include all original packaging where possible
Customers are responsible for return shipping costs.
We strongly recommend obtaining proof of postage when returning any parcel.
Refunds cannot be processed until the returned goods have physically arrived back at our warehouse and have been inspected by our team.
EXCHANGES
If you wish to exchange an item, please contact us within 14 days of receiving your order.
Returned items must be:
• Unused
• Unopened
• In their original condition
We must receive and inspect the returned item before any exchange can be processed.
Customers are responsible for return shipping costs.
REFUNDS
Refunds are only offered in limited circumstances and must meet our eligibility criteria.
Refunds cannot be issued for:
• Parcels still in transit
• Parcels delayed by customs
• Parcels awaiting collection
• Orders shipped to the address supplied at checkout
• Delivery delays outside of Karla Cosmetics' control
• Returned parcels not yet received back at our warehouse
• Carrier investigations that are still ongoing
• Refused customs charges
• Returned parcels due to incorrect address information
Where applicable, original shipping costs may be deducted from any refund.
Any approved refund will be processed within 14 days of approval.
EU Consumer Rights (Customers in the European Union and European Economic Area)
Your Right to Cancel
If you are a customer located in the European Union (EU) or European Economic Area (EEA), you have the right to cancel your order within 14 days without providing any reason.
The cancellation period expires 14 days after the day on which you, or a third party nominated by you (other than the carrier), receives the final item of your order.
How to Exercise Your Right to Cancel
To exercise your right to cancel, you must inform us of your decision within the 14-day cancellation period.
You may do this by:
- Contacting our Customer Service team at support@karla-cosmetics.com
- Using the contact form on our website
- Providing your order number and a clear statement that you wish to cancel or return your order
Once we receive your request, we will provide instructions for returning the goods.
Returning Your Items
Items must be returned without undue delay and no later than 14 days after notifying us of your decision to cancel.
Customers are responsible for the direct cost of returning goods unless otherwise agreed by Karla Cosmetics.
We recommend using a tracked shipping service, as returned items remain your responsibility until received by us.
Refunds
Once we receive the returned goods, or evidence that the goods have been returned, we will process your refund within 14 days.
Refunds will be made using the same payment method used for the original purchase unless otherwise agreed.
We may reduce the refund amount if the value of the goods has been diminished as a result of handling beyond what is necessary to establish the nature, characteristics and functioning of the products.
Hygiene and Sealed Cosmetic Products
For hygiene and consumer safety reasons, the right to cancel does not apply to:
- Sealed cosmetic products that have been opened after delivery.
- Products where the hygiene seal, protective packaging, or tamper-evident seal has been broken or removed.
- Cosmetic products that have been used, swatched, tested, or otherwise opened after delivery where resale is not possible for hygiene reasons.
Examples may include, but are not limited to:
- Variety Eyeshadows
- Shadow Potions
- Shadow Potion Paints
- Fix Potion
- Mist Potion
- Cosmetic brushes or applicators supplied in sealed packaging
Products Excluded from the Right of Cancellation
The statutory 14-day cancellation right does not apply to:
- Custom-made or personalised products.
- Products made to your specification.
- Sealed cosmetic products that have been opened after delivery for hygiene reasons.
- Gift cards and digital products once supplied or accessed.
Faulty, Damaged or Incorrect Items
Nothing in this policy affects your legal rights relating to products that arrive damaged, defective, faulty, or incorrect.
If you receive a faulty, damaged, or incorrect item, please contact us as soon as possible at support@karla-cosmetics.com and we will arrange an appropriate remedy in accordance with applicable consumer protection laws.
CONTACT US
Need help?
Email: support@karla-cosmetics.com
Business Hours:
Monday-Friday
9:00am – 5:00pm (UK Time)
Our team is always happy to help wherever possible and appreciates your support of our small business. 💖