Refund policy

Can I return my item for a refund or exchange?

At Plouise, we prioritize customer satisfaction while upholding the quality and integrity of our products. Our policy regarding refunds and exchanges is designed to ensure fairness and clarity for all our customers.

We offer refunds or exchanges only under specific circumstances. These include instances where a product is found to be faulty or damaged upon arrival. Additionally, if you experience an allergic reaction to one of our products, we are happy to offer a refund or exchange provided that appropriate proof is provided.

However, there are certain items that are not eligible for refunds or exchanges. Due to hygiene considerations, we cannot accept returns for items that are simply unwanted or due to a change of mind. Specifically, opened makeup cannot be returned for hygiene reasons, except in cases where an allergic reaction has occurred, for which proof will be required.

By making a purchase from our website, you acknowledge and agree to adhere to our refunds and exchanges policy. Should you have any questions or require assistance, our dedicated customer support team is available to help.

 

How long after purchase can I make a return?

If you receive an item damaged or faulty we will of course exchange or refund this for you. If you receive a damaged/faulty item you must notify us within 7 days of receipt.

Returned items must be received by us within 14-days of receipt.

 

How to make a return?

When returning, we always recommend returning your items via a recorded service as we unfortunately cannot be held responsible for any items that do not reach us. Original shipping charges are non-refundable and all items must be returned in their original packaging and should not be opened or tampered with by any means.

Returns on mystery or budget boxes:

Products are non-refundable and cannot be exchanged even if you may already own that product or it is not to your suiting. Please be aware when purchasing that you may get a base that isn't your shade, however as this is a mystery box - shade choices can vary dependant on availability.

Moreover, If a product is damaged once leaving our warehouse unfortunately we can only offer a 5% refund. Products are chosen at random and we cannot guarantee every box to be the same. 

If the outer box is damaged we cannot offer any refund or resend the packaging as this is an extra bonus to your order.

Competition and giveaway returns:

Any products received during a competition win or giveaway  cannot be exchanged or returned for monetary value. Although your shade may not be suited to yourself or down to personal preference, we are unable to exchange or refund, as this was a complimentary item. All items received within a competition win depend on stock availability, therefore if an item is out of stock or discontinued we will be unable to process this within your package.

 

Courses or online training:

We offer no refunds on courses or online training.

How long does a refund take?

We aim to process all of our returns within 5-7 working days after we have received your parcel. During busy periods such as Black Friday, this may take slightly longer.

All refunds will be processed through Paypal unless a payment was made via a credit/debit card, over the telephone, in which case your refund will be debited back to your card. The refund will be processed back to your original method of payment and may take up to 14 working days to enter your account.

Can I get my shipping fees back?

We regret to inform you that any original shipping fees or return shipping charges are non-refundable, unless the error was made on our part or if you receive a faulty or damaged item. Moreover, shipping costs will not be reimbursed by Plouise should any shipping delays take place as this is out of our internal control.

I have received a faulty item, what do I do?

We are so sorry babe that you have received a damaged/faulty item from us. This is super rare and we can only assume this occurred during the manufacturing process or in transit. Please send us an image to help@plouise.co.uk so we can look into this & help you further. If the packaging is damaged we will offer you a partial refund of up to 10% depending on the severity of the damage. If you do not wish to accept the partial refund, a claim against the courier will be made in which you will be made to wait up to 30 days for the claim to be processed. 

Only once the claim has been concluded will we take action depending on the outcome of the claim.

I have received an incorrect / missing item in my order, what do I do?

We're really sorry if we've made a mistake with your order babe. Please send us a message at help@plouise.co.uk with an image of your order, the original packing slip and the invoice so we can identify the packing error and the outer packaging it was sent in. Packing orders go through extensive checks whereby they are picked and packed by two members of staff. 

The items are ticked off one by one on the packing slip when being picked and are then counted as they are packed. The packing slip is then numbered and signed to indicate how many items are in the package. We can refuse to resend an item if we believe the item has been packed correctly and all correct procedures have taken place. Unfortunately if you do not keep your outer packaging and your packing slip / invoice we are unable to assist you any further as these go through strict weight checks and we need these to identify whether it is fraudulent or not.

We are able to block your account from ordering from P.Louise cosmetics if you are found providing false information. If we have proof that your order weighed the correct amount when being dispatched, that it was counter signed by multiple parties, then we do have the right to refuse your refund or replacement.

**Please note if you purchase of the secret sinner masterclass collection that the secret sinner eyeshadow palette is sent out separately to prevent damage.**

My order is missing, what do I do?

We are sorry if you have not received your order. If your order has been shipped but our delivery partners have failed to deliver, your order could be lost in transit.

If your tracking has been marked as delivered but you have not received your parcel your order could also be deemed as lost. If you have not received your parcel you will need to contact our customer service team via email on help@plouise.co.uk so we can look into this. If we suspect your parcel is in fact lost we will need to raise a claim with the courier service. 

Claims can take up to 30 days to process from the point of us recognising that the parcel is lost. Once the claim has been submitted this can take up to 30 days to conclude. During the claims process we will be unable to re-send your order or issue you a refund. Once a claim has been concluded we will only be able to take action based on the outcome of the claim.

The outcome of the claim is a final decision and cannot be overridden.  

Do I have to pay for return postage?

We're unable to cover return postage costs unless your item is faulty or damaged. Customers are urged to hold onto proof of postage as we are also not responsible for returns lost in the post. If you paid for shipping at the time of your original order, you will not be credited the cost of shipping when we receive your return.

Have you received my return?

Please allow up to 14 working days for your parcel to be returned to us babe. If you haven’t received a refund after 30 working days - please contact our customer care team with your order number and details of the items returned.

I made a mistake on my order, what do I do?

Once your order is placed, we are unable to amend addresses or cancel the order. Please ensure that all details provided at the time of ordering are accurate to avoid any issues with delivery.

Please note that your order undergoes processing, picking, and packing within a short timeframe, typically within 5 minutes of placement. As a result, we are unable to add items to your order or make changes once it has been processed. Any errors in item selection are the responsibility of the customer.

While we cannot guarantee changes to your order after it has been placed, we encourage you to reach out to our customer support team for assistance. Although we will make every effort to accommodate your request, we cannot guarantee that changes can be made.

Your understanding and cooperation are appreciated as we strive to provide a smooth and satisfactory shopping experience for all our customers.

Sale refunds:

If we put a sale on, the price difference cannot be refunded if you placed an order before the sale started. We try our best to prepare our customers for sales through our instagram @plouise_makeup_academy .

We do not accept refunds on sale items.