Returns and Refund policy

RETURNS & REFUNDS POLICY

At P.Louise, we strive to provide clarity and fairness in our returns and refunds process. Please carefully review our policy before making a purchase, as it applies to all orders placed on our website.

CAN I RETURN MY ITEM FOR A REFUND OR EXCHANGE?

Refunds or exchanges are available only in the following cases:

• Online purchases - you have 28 days to return unopened items, you must let us know within 14 days of delivery, you then have 14 days to ensure we received the returned item/s.
• Faulty or Damaged Items: If a product arrives faulty or damaged this needs to be reported within 14 days of receipt, we will refund or exchange it once proof of damage is provided – please contact our customer service team.
• Allergic Reactions: If you experience an allergic reaction, refunds or exchanges will be processed upon receipt of sufficient proof, this may include evidence of the reaction, a picture, if we are unsure the reaction is down to our product you may need to get medical evidence.

Items are not eligible for refunds or exchanges under these conditions:

• Due to hygiene reasons, unwanted items or changes of mind are not accepted outside of 14 days of delivery.
• Opened makeup cannot be returned unless related to an allergic reaction, please see the note above Allergic Reactions.

HOW LONG AFTER PURCHASE CAN I MAKE A RETURN?

• Returned items must reach us within 14 days of receipt.
• Online purchases - you have 28 days to return unopened items, you must let us know within 14 days of delivery, you then have 14 days to ensure we received the returned item/s.

HOW TO MAKE A RETURN?

• We advise to use a tracked or recorded service for returns, using ** returns address** P.Louise cannot be held responsible for items lost in transit.
• Original shipping charges are non-refundable, unless you request to cancel your contract, in the case of cancelling your contract, before you return any items, you need to specifically request to "cancel your contract " within 14 days of delivery to customer service, when cancelling your  contact your delivery charge will be refunded to the value of the cheapest option available, even if you have selected a more expensive service. Items must be returned in their original packaging, unopened, and untampered.

RETURNS ON MYSTERY OR BUDGET BOXES

• Products in mystery or budget boxes are non-refundable and cannot be exchanged, regardless of preferences or duplicates. Items are randomly selected, and variations in shades or products may occur.

COMPETITION AND GIVEAWAY RETURNS

·                Items received via competitions or giveaways are non-refundable and non-exchangeable, including for shade or preference mismatches.

PRE-ORDER PRODUCTS

• Pre-order items are shipped once all items in your order are in stock.
• Delivery dates for pre-orders are estimates and subject to change.
• Full payment is required at the time of placing the order.
• For cancellations or modifications, standard return and cancellation policies apply.

COURSES OR ONLINE TRAINING

·                Courses or online training are no refundable.

HOW LONG DOES A REFUND TAKE?

• Refunds are processed within 5-7 working days of receiving the return.
• During peak times, processing may take longer. Refunds are issued to the original payment method and may take up to 14 working days to reflect in your account.

CAN I GET MY SHIPPING FEES BACK?

• Shipping fees are non-refundable, except in cases of errors on our part or if an item is faulty or damaged.
• Shipping delays are beyond our control and are not grounds for reimbursement of shipping costs.
• When notifying us of a cancellation of contract within 14 days of delivery, and providing you return the order within 14days of notifying us, you are entitled to the cheapest delivery option value as a refund, even in the scenario where delivery is more expensive.

I RECEIVED A FAULTY ITEM, WHAT DO I DO?

• Email help@plouise.co.uk with proof of the fault or damage, please included a picture of the fault and description.
• If the packaging is damaged, a partial refund of up to 10% may be issued. For further action, claims against the courier service may take up to 30 days to process.

I RECEIVED AN INCORRECT OR MISSING ITEM, WHAT DO I DO?

·                Contact help@plouise.co.uk with:

1. An image of the received order.
2. The packing slip and invoice.
3. An image of the outer packaging.
4. Packing discrepancies will be investigated thoroughly. Claims may be refused if packing checks verify order accuracy. Fraudulent claims will result in account restrictions.
   
   Reporting incorrect items or items missing must be made to us within 14 days of receipt.

MY ORDER IS MISSING, WHAT DO I DO?

• Contact help@plouise.co.uk if your order is missing.
• Claims for lost parcels may take up to 30 days for resolution, and actions will depend on the outcome of the courier's investigation.

DO I HAVE TO PAY FOR RETURN POSTAGE?

• Return postage costs are the customer’s responsibility unless the item is faulty or damaged.
• Please retain proof of postage as P.Louise is not liable for returns lost in transit.

HAVE YOU RECEIVED MY RETURN?

• Allow up to 14 working days for returned parcels to reach us.
• If you haven’t received a refund after 14 working days, contact customer care with your order details.

I MADE A MISTAKE ON MY ORDER, WHAT DO I DO?

• Orders cannot be amended or cancelled once placed due to the automated processing system.
• Please ensure all order details are accurate at checkout.

SALE REFUNDS

• Price adjustments cannot be made for orders placed before a sale.

CAN I CANCEL MY ORDER?

• P.Louise reserves the right to cancel any order flagged as fraudulent, containing out-of-stock items, or due to technical issues.
• If you wish to cancel your order, please contact help@plouise.co.uk as soon as possible.
• Orders cannot be cancelled after they have been processed for dispatch.
• Cancellation requests will be processed based on the order's status at the time of inquiry, and acceptance of cancellations is not guaranteed once the order is in progress.

IMPORTANT NOTES

• All refunds, exchanges, or claims must adhere to the terms stated above.
• By placing an order, you agree to these terms.
• P.Louise reserves the right to modify this policy at any time without prior notice.

For further assistance, please contact our customer service team at help@plouise.co.uk.