VE Cosmetics Returns & Refunds Policy

We want you to love every spell you summon. If something goes wrong with your order, here is how we handle returns, refunds and delivery issues.

This policy applies only to orders placed directly through www.ve-cosmetics.com. If you purchased VE Cosmetics products from another retailer, stockist, marketplace or third-party seller, please contact them directly regarding their own 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

Delivery & Address Responsibility

Please make sure your delivery address and email address are correct when placing your order. Orders are sent to the address provided at checkout, and VE Cosmetics cannot be held responsible for parcels delayed, lost or delivered incorrectly because an incorrect or outdated address was supplied.

All orders are shipped using the delivery method selected at checkout. You will receive tracking details by email once your parcel has been dispatched.

If no one is available to receive your order, Royal Mail or the courier may leave a delivery card, attempt redelivery, or return the parcel to a local depot for collection.

If you choose an alternative delivery option, such as delivery to a neighbour, collection point, or safe place, this is done at your own risk and may affect any claim for loss, theft or damage.

Undelivered or Returned Parcels

If your parcel is returned to VE Cosmetics because it was not collected, was refused, customs/import charges were not paid, or an incorrect/incomplete address was supplied, 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 caused by the failed delivery may be deducted where permitted by law.

This does not affect your statutory rights.

Faulty, Incorrect, or Not as Described Items

If you believe you have received a faulty, incorrect, or not as described item, please email info@ve-cosmetics.com with:

• your order number;
• the product name;
• a description of the issue;
• clear 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 not as described.

Returns

Please contact us before returning any item. Email info@ve-cosmetics.com with your order number (starts with the prefix VE) , 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 not as materially described.

This does not affect your statutory rights.

Customers are responsible for return postage for change-of-mind returns unless the item is faulty, incorrect, or not as described.

We recommend using a tracked postal service, as we cannot refund returned items that do not reach us.

Change of mind returns are subject to a restock fee.

Hygiene-Sensitive Products

For hygiene and safety reasons, opened cosmetics cannot be returned for change of mind.

This includes products that have been:

• opened;
• used;
• swatched;
• tested;
• unsealed;
• removed from protective packaging where a hygiene seal was supplied.

If there is a genuine fault or issue with your product, please contact us so we can investigate and resolve it appropriately.

Refunds

Refunds will be made to the original payment method used at checkout, unless another resolution is agreed with you.

For eligible returns, refunds will be processed within 14 days of us receiving the returned goods, or receiving evidence that they have been sent back, where applicable.

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 not as described.

Where a refund is legally required, we will resolve this in line with your statutory rights.

Store credit may be offered as an alternative or goodwill resolution, but this does not affect your statutory rights.

Order Cancellations

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 above will apply.

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.

Sale & Clearance Items

Sale and clearance items are subject to the same hygiene and returns conditions as full-price items.

We do not accept change-of-mind returns on opened, used, swatched, tested, unsealed, or non-resaleable cosmetics, including sale items.

This does not affect your statutory rights if an item is faulty, incorrect, or not as described.

Overseas Orders, Customs & Import Charges

For international orders, customers are responsible for any customs fees, import duties, taxes, tariff fees, courier handling fees, or local charges applied by their country.

These charges are set by your country’s customs authority or local courier and are outside VE Cosmetics’ control.

If customs/import charges are refused or unpaid and your parcel is returned to us, the Undelivered or Returned Parcels section above will apply.

If returning goods from outside the UK, please clearly mark the parcel as: Returned Goods – No Commercial Value

If this is not done and VE Cosmetics is charged customs duties, taxes or handling fees to receive the return, these charges may be deducted from any refund where permitted by law.

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.

Payment Provider & 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, or other charges applied by your payment provider.

If an order is refunded, VE Cosmetics can only refund the amount processed 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.

EU CONSUMER RIGHTS 

If you are a consumer based in the European Union, you have the right to cancel your order within 14 days of receiving your goods. To exercise this right, you must notify us at info@ve-cosmetics.com within this 14-day period.

Once you have notified us of your cancellation, you have a further 14 days to return the goods to us. We will issue a full refund within 14 days of receiving the returned goods.

Please note: this right does not apply to sealed goods which have been opened and are not suitable for return due to health protection or hygiene reasons. As a cosmetics brand, products that have been opened or used cannot be accepted as returns under this exemption.

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