Because of the perishable nature of the product, no return/refund will be accepted once it has shipped.
No exception will ever be made unless you return your package without even opening it, this guaranteing the fact it is untouched. Return shipping costs will be at your own expenses and product(s) will be refunded once their integrity has been checked.

If the product hasn't shipped yet :
     -   case 1 : your package hasn't been prepared at all. You will be fully refunded.

    -  case 2 : your package has been prepared for shipping and we already paid the shipping costs to our transporters. You will be refunded the price of the product but not the shipping costs.
 

ABOUT SHIPPING TIME​

 

To avoid any confusion about "contracts" :

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Unless the delivery method mentions "X days guarantee", the travelling time mentioned (or not) under the delivery method in an estimation provided by the transporter and reflects what it should be during normal traffic for no prioritized package. This has no contract value. The "X day guarantee" is a specific contract with specific conditions (refund if not delivered in the agreed time) and it is a higher price than usual non guarantee shipping because of the risk taken by the brand/transporter. 

An estimation is not an "agreed time". An agreed time appears in written contracts after both parties agreed on that time about the delivery of some product or service.

We do not propose any guarantee option.
If your order is taking more time than you wished, please be reassured you will be refunded at the 45 days mark from shipping if the transporter confirms it is stuck or lost. This has been fixed based on the actual European e-shopping laws.
If it is moving, we will ask you to be patient. You still can do a reclamation to the transporter to express your disappointment in their service. Transporters and our brand are two distinct entities, no need to direct any frustration towards us, it is like yelling on your cat for the sofa your dog munched.
 

About the probability of delays : 

Travel time estimation varies by essence, and those variations are caused by events during the transport of your order : sales, Olympics, bank hollidays, war, Christmas, human error... and that it can add great delay (several weeks) we won't be able to shorten in any way because we have no action possibility once the package has been handed over to the transporter.
So be careful about the period you order, especially international orders. That day you place your order will determine the probability of delays, . Brands are not allowed, in any case, to give a "maximal" travelling time, just the time after which you will be refunded if a loss occurred. That interdiction is made to protect the costumer from abusive delays a brand could fix before taking responsability.

By law, if no "X days guarantee" has been bought with your order,  you should get a package under 30 days. If not, you then can ask the brand for a refund. The brand then has 14 days to refund you.

Our return policies are based on that law.

 

About different distribution stream types that have direct impact on shipping time

There are several "Flux" used by transporters to deliver your orders. If the method is qualified as "Mail stream" or "flux courrier", it means your order is treated like a letter and will be transported with the associated distribution webs. Those are different from packages streams only. This shipping method is slightly slower, but it allows us to propose decent shipping prices and again, the guarantee of refund if loss occurs still is our responsibility, so don't worry.

THIS IS OUR CASE. Packages under 2 kg are treated with DHL Globalmail tracked Go Green solution for every order that is not going to France. Because our brand is located in a very remote location (yup, sparkles are living here 1200 m high), it can take several days before the first tracking step appears. This is normal. On this shipping method you will only have 3 to 4 updates :

   - once it has been handed over to transporter;
   - when it is ready to fly (DHL Globalmail being a Deutsche Post branch, everything is distributed from Fankfurt - Germany);

   - when it arrived at the destination country
   - when it is delivered.  

 

Those steps can be distanced from each other by days or several weeks, especially during Christmas time. No notification doesn't mean lost. It means the package just hasn't reached the next checking point yet. Therefore, please do not contact us because your package didn't move for 10 or 14 days : no action will be taken before a 30 days mark from the day of shipping.

Please contact us only if the package didn't move for at least 3 weeks and you reached the 30 days mark. We will then contact the transporter and depending their response, we will refund you or ask you to be patient if the transporter confirms movement.

 

 

ABOUT LOSS, AND DAMAGE

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Products are checked before leaving our warehouse and only perfectly intact products will be shipped. Therefore we are not responsable for any degradation or loss that may occurs during shipment. BUT. Under french law the seller has the obligation to guarantee the delivery of the product.

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   > LOSS

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If your package is lost DURING transit (proven thanks to the tracking that shows the package looks stuck for 3 weeks and after investigation with the transporter), you will be refunded at the 45 days mark from the shipping day. If the package suddenly moves before the refund, we will ask you to wait for it to be delivered.

 

Should the product arrive after the refund, please contact us : we will send you a link for the product price only (not the shipping).
 

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   > DAMAGE
 

If the palette arrives damaged, take immediately pictures into 48 hours so we know it is from shipping and not an accident that happened after delivery. Nothing will be considered after this period of time as no explanation can be verified.
Everything will depend how damaged the palette is, so refund percentage will be conditionned by the aspect of it. Please do not expect a full refund for one broken shadow.

 

TIP to avoid further disapointment if your pressed pigments palette(s) arrive broken because of rought handling :

Because of the nature of the product, never ever will we take back any of them. Regardless of a partial refund or a complete refund and reorder after the refund, products will stay in your posession. And things can be greatly fixed.
Thanks to their nature, the pressed pigments can be pressed back with rubbing alcohol when they break, this occuring during shipment or sometimes at home during manipulation (who hasn't already broken a fave..).
We strongly suggest you to lay the palette(s) flat on any surface before lifting the lid for the first time : by doing so, you will avoid the pigments to travel further more out of their pan if there has been some shattering.

Youtube is the place to find great tutorials to find out how to press pigments back, it is very easy and doesn't affect the pigment's performance.