Refund policy

RETURNS & REFUNDS POLICY

At 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, and you then have 14 days to ensure we receive 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 (e.g., a picture). If we are unsure the reaction is due to our product, medical evidence may be required.

Items are not eligible for refunds or exchanges under the following 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 (see above).

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. Notification must be made within 14 days of delivery, and the item(s) must arrive back to us within 14 days of that notification.

HOW TO MAKE A RETURN?

  • We advise using a tracked or recorded service for returns, using the provided returns address. Louise cannot be held responsible for items lost in transit.

  • Original shipping charges are non-refundable unless you request to cancel your contract. This request must be made within 14 days of delivery. When cancelling your contract, your delivery charge will be refunded to the value of the cheapest shipping option available, even if a more expensive method was selected.

  • Items must be returned in 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 shade or product 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 are estimates and subject to change.

  • Full payment is required at the time of placing the order.

  • Standard return and cancellation policies apply to cancellations or modifications.

COURSES OR ONLINE TRAINING

  • Courses or online training are non-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 the item is faulty or damaged.

  • Shipping delays are beyond our control and are not grounds for reimbursement.

  • If cancelling your contract within 14 days of delivery and returning the item(s) within 14 days of notification, you're entitled to a refund of the cheapest delivery option.

I RECEIVED A FAULTY ITEM, WHAT DO I DO?

  • Email help@pslouise.com with proof of the fault or damage, including a picture and description.

  • If the packaging is damaged, a partial refund of up to 10% may be issued.

  • Courier claims may take up to 30 days to process.

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

Contact help@pslouise.com with the following:

  • An image of the received order

  • The packing slip and invoice

  • An image of the outer packaging

Packing discrepancies will be thoroughly investigated. Claims may be refused if packing checks confirm order accuracy. Fraudulent claims will result in account restrictions.

Reporting of incorrect or missing items must be made within 14 days of receipt.

MY ORDER IS MISSING, WHAT DO I DO?

  • Contact help@pslouise.com if your order is missing.

  • Claims for lost parcels may take up to 30 days to resolve, depending on the courier 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 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?

  • Louise reserves the right to cancel any order flagged as fraudulent, containing out-of-stock items, or affected by technical issues.

  • If you wish to cancel your order, contact help@pslouise.com as soon as possible.

  • Orders cannot be cancelled once they are processed for dispatch.

  • Cancellation requests are subject to the order status at the time of inquiry and are not guaranteed if the order is already 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.

  • 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@pslouise.com