Shipping, Returns & Refunds Policy
This policy applies only to items purchased directly through the VE Cosmetics website. If you purchased VE Cosmetics products from another retailer, stockist, marketplace, or third-party seller, please contact them directly for their returns policy.
For application tips and troubleshooting, please see our Product Guides before contacting us, as many cosmetic formulas perform best with specific preparation or application methods.
Shipping
All orders are sent using the shipping method selected at checkout. Our standard UK shipping service is Royal Mail Tracked 48 unless you choose otherwise at checkout.
You will receive tracking information by email once your order has shipped. Please ensure your email address and delivery address are entered correctly at checkout.
If your parcel appears to be lost or damaged in transit, please contact us at info@ve-cosmetics.com with your order number. Order numbers start with the prefix VE.
Royal Mail will not usually accept lost item claims until their claim timeframe has passed, so please allow the relevant waiting period before requesting that a claim is made. Royal Mail guidance refers to claims being made after the due date plus 14 additional working days, depending on the service used.
If your item arrives damaged, please see the Items Damaged on Arrival section below.
Overseas Customs, Duties & Import Charges
Overseas orders may be subject to customs fees, import duties, taxes, courier handling fees, or local charges.
These charges are set by your country’s customs authority or local courier and are the customer’s responsibility. VE Cosmetics is not responsible for customs, duties, import taxes, or courier handling fees charged by your country.
If customs/import charges are refused or unpaid and your parcel is returned to us, the Failure to Collect / Returned Parcels section below will apply.
Incorrect Address Details
Customers are responsible for entering the correct delivery address at checkout.
If an order is shipped to an incorrect or incomplete address supplied by the customer, VE Cosmetics cannot be held responsible for loss, delay, non delivery, or additional postage costs.
If the parcel is returned to us due to an incorrect or incomplete address, we can either:
- resend the order once the customer has paid the new postage cost; or
- refund the eligible items once the parcel has been returned to us, minus original postage costs and any return-to-sender charges incurred by VE Cosmetics, where permitted by law.
This does not affect your statutory rights.
Failure to Collect / Returned Parcels
If your parcel is returned to VE Cosmetics because it was not collected, was refused, customs/import charges were not paid, or the delivery address was incorrect or incomplete, we will contact you once the parcel has been received back.
You may choose to have the parcel resent, subject to payment of the new postage cost and any return-to-sender costs charged to VE Cosmetics.
If you do not wish to have the parcel resent, we may refund eligible items once the parcel has been returned to us. Original postage costs, return to sender charges, customs charges paid by VE Cosmetics, and any reasonable costs or losses caused by the failed delivery may be deducted where permitted by law.
This does not affect your statutory rights.
Cancellations Before Dispatch
If you wish to cancel your order, please contact us as soon as possible at info@ve-cosmetics.com with your order number.
If your order has not yet been dispatched, we will cancel and refund the order.
If your order has already been dispatched, it will need to be treated as a return and the returns policy below will apply.
Returns
Please contact us before returning any item. Email info@ve-cosmetics.com with your order number, the item you wish to return, and the reason for return.
Because we sell cosmetics and hygiene-sensitive products, we cannot accept returns of opened, used, swatched, tested, or unsealed products for change of mind.
For a change-of-mind return to be accepted, the item must be:
- unopened;
- unused;
- untested and unswatched;
- sealed
- in its original packaging;
- in resaleable condition.
Once a cosmetic product has been opened, used, swatched, tested, or unsealed, it cannot be returned unless it is faulty, incorrect, or materially not as described.
This does not affect your statutory rights.
For eligible unopened items purchased online, customers usually have 14 days from receiving the order to tell us they wish to cancel, and a further 14 days to return the goods. However, cancellation rights do not apply to certain hygiene-sensitive goods once they have been unsealed after delivery. This includes make-up where a hygiene seal has been removed.
Customers are responsible for return postage for change-of-mind returns unless the item is faulty, incorrect, or materially not as described.
We recommend using a tracked postal service, as we cannot refund returned items that do not reach us.
Refunds
Refunds will be made to the original payment method used at checkout.
For eligible returns, refunds will be processed within 14 days of us receiving the returned goods.
Returned items must meet the conditions set out in this policy. If a cosmetic product is returned opened, used, swatched, tested, unsealed, damaged, or not in its original resaleable condition, we may refuse the return unless the item is faulty, incorrect, or materially not as described.
Where an item is faulty, incorrect, or materially not as described, we will resolve this in line with your statutory rights.
Original delivery costs and return postage are not refunded for change-of-mind returns unless required by law.
If you selected a more expensive delivery option, only the standard delivery cost will be refunded where required.
Where a refund is legally required, refunds will be made to the original payment method unless the customer agrees otherwise. In some cases, we may offer store credit as an alternative, goodwill gesture, or discretionary resolution, but this does not affect your statutory rights.
Sale Items
Sale items are subject to the same hygiene and returns conditions as full-price items.
Sale items cannot be returned for change of mind if they have been opened, used, swatched, tested, unsealed, or are not in resaleable condition.
This does not affect your statutory rights. If a sale item is faulty, incorrect, or materially not as described, please contact us so we can review and resolve the issue appropriately.
Faulty, Incorrect, or Materially Not as Described Items
If you believe an item is faulty, incorrect, or materially not as described, please contact us at info@ve-cosmetics.com with:
- your order number;
- the product name;
- a description of the issue;
- photographs or video where helpful.
We will review the information provided and resolve the matter appropriately in line with your statutory rights.
Please note that cosmetic colours, finishes, wear time, and staining depth may vary depending on natural lip tone, skin tone, application method, lip preparation, lighting, screen settings, and other individual factors. This does not automatically mean a product is faulty or materially not as described.
Items Damaged on Arrival
If your order arrives damaged, please email info@ve-cosmetics.com as soon as possible with:
- your order number
- photographs of the damaged product
- photographs of the outer packaging
- photographs of any inner packaging or protection.
We need photographs of both the product and packaging so that we can assess the damage and, where appropriate, raise a claim with Royal Mail or the courier.
Please do not dispose of the damaged item or packaging until we have confirmed the next steps.
Overseas Returns
If returning an item from outside the UK, the parcel must be clearly marked as a return for customs purposes.
If a returned parcel is not correctly marked and VE Cosmetics is charged customs duties, taxes, or handling fees to receive it, these charges may be deducted from any refund where permitted by law.
Payment Provider and Currency Charges
Orders are charged in GBP.
VE Cosmetics is not responsible for currency conversion fees, bank charges, card provider fees, PayPal fees, Klarna/Clearpay fees, Clearpay fees, or other charges applied by your payment provider.
If an order is refunded, VE Cosmetics can only refund the amount received through the original payment method. Any additional charges applied by your bank, card provider, or payment provider are outside our control.
Statutory Rights
Nothing in this policy affects your statutory rights.