Returns and refunds

If something is wrong with your order, we will put it right. If you have simply changed your mind, we can take it back sealed. Because these are lip products, what we can accept back is limited by hygiene, and that is set out below.

If your order is faulty, damaged or wrong

This is on us, and the hygiene rule below does not apply — an opened product can still come back if it is faulty. Email orders@chardonnaybeauty.com with your order number and a photograph of the problem, as soon as you can after it arrives. We will replace the item or refund it, whichever you prefer, and we pay the delivery both ways. Please keep the item and its packaging until we have agreed what happens next.

If you have changed your mind

You have 7 days from the day your order arrives to ask to return it. We can accept it back if:

• it is unopened and unused, with any seal or shrink-wrap intact;
• it is in its original packaging and in a resaleable condition; and
• you have your order number.

You pay the cost of sending it back, and we refund the price of the item once it reaches us and we have checked it. The original delivery charge is not refunded on a change-of-mind return.

What we cannot take back

Any lip product that has been opened, swatched, tested or used. This is a hygiene rule and we apply it without exception, because an opened lip product cannot safely be sold to anyone else. It does not affect your rights if the item is faulty — a fault is covered whether the product has been opened or not.

A shade looking different in daylight than it did on your screen is not a fault, but it is a change of mind, so a sealed second item from the same order can still come back within the window.

Cancelling before it ships

Email us as soon as you can. If the order has not yet been dispatched we will cancel it and refund you in full, including delivery.

How to start a return

1. Email orders@chardonnaybeauty.com with your order number and what you would like to do.
2. We reply with the return address and confirm what we can accept.
3. Send the item back, or hand it to our rider if we arranged the delivery ourselves.

Please do not send anything back before you hear from us — an unannounced parcel is much harder for us to match to an order.

How refunds are paid

Refunds go back the way you paid. A card payment is refunded to the same card, which usually reaches you within 5 to 10 working days depending on your bank. A bank transfer is refunded to the account it came from, usually within 5 working days of us approving the return. We will email you when the refund has been sent.

Partial returns are refunded for the items coming back, and any discount that applied is recalculated across what you keep.

Orders sent outside Nigeria

The same rules apply, but return postage is expensive and slow. Talk to us first: for a faulty item we will usually agree a refund or a replacement without asking you to ship anything back. Customs duty already paid at your end is not something we can refund.

Questions

Email orders@chardonnaybeauty.com or call +44 7860 388205. This policy does not affect your statutory rights under Nigerian consumer law.

See also our terms of sale and privacy notice.