Returns & Claims
RETURNS & CLAIMS
We want your Evelyn Victoria Cosmetics order to arrive in perfect condition. If something isn’t right, please contact us so we can help.
Change-of-mind returns
For hygiene and safety reasons, we do not offer change-of-mind returns or exchanges on cosmetics, including where you have selected the wrong shade, except where required by applicable law.
This does not affect your rights if a product is faulty, damaged, incorrectly supplied or not as described.
Damaged, faulty or incorrect products
Please email info@evelynvictoriacosmetics.com as soon as you notice a problem, ideally within seven days of delivery. This requested timeframe does not limit your statutory rights.
To help us investigate, please include:
- Your name and order number.
- A description of the issue.
- Clear photographs or a short video showing the issue, where possible.
- The product’s batch number, if available.
Please keep the product and its packaging while we review your claim, and stop using it if you believe it is faulty or unsafe.
How we resolve claims
For confirmed damaged, faulty, incorrectly supplied or misdescribed products, we will provide a replacement or refund in accordance with your rights under applicable UAE consumer protection law.
Choosing a shade that does not suit you is different from receiving the wrong shade or a product that does not match its description.
Returning an item
Please contact us before sending anything back. If a return is needed, we will provide instructions and arrange collection or cover reasonable return delivery costs for a confirmed claim.
Use the original packaging if available, or suitable protective packaging. Include your name and order number.
Refunds
Approved refunds will be returned to the original payment method. We will confirm when your refund has been processed; the time it takes to appear in your account depends on your bank or payment provider.
Your rights
Nothing in this policy limits your rights under applicable UAE consumer protection law.