Returns Policy
Your 14-day right to change your mind, the exceptions the law allows for cosmetics, and how to send something back.
1. Your right to withdraw
As a consumer in the European Union you may withdraw from your purchase within 14 days of receiving it, without giving any reason. The period runs from the day the last item of your order is delivered. Simply tell us in writing at hello@makeup-code.com, quoting your order number, before the 14 days are up.
2. Sending the item back
Send the item back within 14 days of telling us. Return postage is at your cost unless the item was faulty, damaged or not what you ordered, in which case we cover it. Please use a tracked service — until it reaches us, the parcel is your responsibility.
3. The condition it must be in
The item must come back complete, with its packaging, in a condition that allows it to be sold again. You may handle it as you would in a shop; if it has been used beyond that, we may reduce your refund to reflect the loss in value.
4. What cannot be returned
For hygiene reasons, and as EU consumer law expressly permits, a sealed cosmetic product cannot be returned once its seal has been broken. This applies to lipsticks, mascaras, foundations, brushes and any product that touches the skin or eyes. This does not affect your rights if the product is faulty.
A digital course cannot be returned once you have started it, because you asked for immediate access and acknowledged losing the withdrawal right at that moment. A personalised or made-to-order item cannot be returned unless it is faulty.
5. Faulty or incorrect items
If something arrives faulty, damaged or is not what you ordered, tell us within 14 days and send us a photograph. We will repair, replace or refund it, including the delivery you paid, and we will cover the return postage. Your statutory rights over faulty goods last two years and are not limited by anything here.
6. Appointments and courses
Cancelling an appointment is covered by our Terms & Conditions rather than this policy, because a booking is a service reserved for a specific time.
7. How to start a return
Email hello@makeup-code.com with your order number, the item and the reason. We reply with the return address and confirm anything you need to include.