Return and Refund Policy

We look at the type of product, whether it has been opened or used, whether seals or protective packaging remain intact, whether the item is complete, and why the return is being requested.

A sealed cosmetic in its original condition is different from a mascara that has been opened, a lip product that has been applied, a cleanser with a broken seal, or a beauty set with one component removed. These differences matter because personal-care merchandise can no longer always be resold safely after use or loss of product integrity.

A product is more likely to be eligible for return when it is unused, unopened where applicable, in substantially the same condition in which it was received, and returned with its original packaging and included components.

Depending on the product, this can include outer cartons, protective seals, applicators, caps, pumps, inserts, accessories, set pieces, tags, or other items supplied with the original purchase.

Eligibility is still reviewed case by case because a product may have been sold under a specific condition or may belong to a hygiene-sensitive category.

Makeup products such as foundation, concealer, blush, contour, powder, mascara, eye color, lip oil, lip treatment, and similar personal-use cosmetics may not be returnable after opening, testing, applying, or using when there is no defect, shipping damage, or fulfillment error.

This restriction is based on product hygiene and integrity rather than on the value of the item. Once a cosmetic has been applied or exposed through normal use, it may no longer be suitable to return to saleable inventory.

Skin-care, cleansing, sun-care, spray, body-care, and similar products may also become non-returnable after opening or use because the contents come into contact with the user or environment.

If a pump, cap, seal, nozzle, or container is damaged on arrival, contact us before using the product. A damaged package can be relevant to product integrity even when the outer shipping box appears intact.

Brushes, powder puffs, applicators, and similar beauty tools can also be hygiene-sensitive after use. An unused tool returned in original condition may be reviewed differently from one that has already been used with cosmetic or skin-care products.

If a tool arrives broken, malformed, incomplete, or materially different from the item ordered, contact us with clear photographs before disposing of it.

DEWMORA carries products where shade selection is part of the purchase decision. Complexion, cheek, eye, and lip colors can appear different depending on screen settings, lighting, application, surrounding colors, and individual characteristics.

Please review the shade name and available product information before ordering. A shade that looks different in person from how it appeared on a particular screen does not automatically make an opened or used cosmetic eligible for return.

If the shade shipped does not match the shade recorded on your order, that is a fulfillment issue rather than a preference issue and should be reported to us.

Beauty sets and multi-item configurations are generally reviewed as complete products. If a return concerns the entire set, all included items, accessories, packaging, and promotional components should normally be returned together.

If only one component of a set arrives damaged, missing, leaking, or incorrect, contact us before sending the entire set back. We may be able to review the affected component separately depending on the circumstances.

Some products may be offered in different capacities or formats, including travel sizes, refill formats, or standard retail sizes. The size or format selected at checkout forms part of the order.

If the correct size was shipped but the customer later decides another size would have been preferable, return eligibility depends on whether the product remains unused, unopened, and otherwise eligible. Opened hygiene-sensitive products may not be exchangeable simply because a different capacity is preferred.

Selected lifestyle or beauty-storage accessories that are not cosmetic or personal-care products may be reviewed under different condition standards. These items should generally remain unused, unworn where applicable, and include original packaging, tags, and supplied components.

Visible use, staining, alteration, missing parts, or damage that occurred after delivery can affect return eligibility.

If a product arrives broken, cracked, leaking, crushed, open, or otherwise damaged during transit, contact us as soon as reasonably possible after noticing the issue.

Useful photographs may include the outer parcel, shipping label, inner packaging, affected product, broken compact or tool, leaking container, damaged seal, or missing set component.

Do not continue using a cosmetic, skin-care, or personal-care product if the container or seal appears compromised in transit while the issue is under review.

If you receive the wrong product, wrong shade, wrong size, wrong set, or incorrect quantity, compare the item with the order confirmation and contact us before opening or using the incorrect merchandise where possible.

For a shade-related fulfillment issue, include a photo showing the product label or shade identifier when available. This can make it easier to confirm the discrepancy.

If an item is missing from the parcel, first check whether the order was split into more than one shipment. Separate parcels can arrive on different days.

If the shipment is complete but an item or set component is missing, contact us with the order number and a photo of the contents received where practical.

Contact [email protected] before sending any item back. Include your order number, the product involved, and the reason for the request.

If the issue concerns damage, leakage, incorrect merchandise, or missing pieces, attach clear photographs when they help explain the problem.

Please wait for return instructions before shipping anything. Sending a product to an address that has not been confirmed for returns can delay identification and processing of the request.

Approved returns should be packed carefully so the product does not sustain additional damage during transportation. Where practical, use the original product packaging together with suitable outer protection.

Liquids, gels, sprays, or refill formats should be secured against leakage before shipping. Beauty sets should be packed so individual components remain together.

Responsibility for return shipping depends on the reason for the return and the circumstances of the order.

When a request involves an incorrect item, confirmed fulfillment error, or qualifying shipping damage, contact us before arranging return transportation so the case can be reviewed and the appropriate instructions provided.

For other approved returns, the customer may be responsible for return shipping unless the instructions for that return state otherwise.

Returned merchandise may be inspected after arrival to confirm product identity, condition, completeness, and whether the returned item matches the approved request.

For beauty products, inspection can include whether the item has been opened, used, contaminated, altered, damaged after delivery, or returned without required components or packaging.

A partial refund may be considered when an otherwise eligible return is incomplete, missing components, or has condition changes beyond what is reasonably necessary for inspection.

For hygiene-sensitive cosmetics and personal-care products, opening or use may make the item ineligible for return rather than simply reducing the refund amount.

If a refund is approved, it is generally issued to the original payment method where the payment system supports that method.

Payment providers and financial institutions can require additional processing time before the amount becomes visible in the customer's account. The date a refund is submitted by the store may therefore differ from the date it appears on a card or bank statement.

Shipping costs, customs charges, import fees, brokerage charges, or other transaction-related amounts may not be refundable unless the circumstances of the case or applicable requirements provide otherwise.

If we confirm that a refund has been processed but you do not yet see it, check the original payment account and allow for the payment provider's normal processing cycle.

If the expected processing period has passed and the refund still cannot be located, contact your payment provider first where appropriate, then contact us with the order number so we can review the transaction status available to us.

Exchange availability depends on product condition, hygiene eligibility, and current stock. We generally cannot exchange an opened or used cosmetic solely because a different shade, finish, size, or personal preference is desired.

If an unused and eligible product is approved for exchange, the requested replacement option must still be available at the time the exchange is arranged.

Discounted merchandise is reviewed using the same product-condition and hygiene considerations described in this policy unless a product or promotion clearly stated a different condition before purchase.

Opening or using a hygiene-sensitive item can still affect eligibility regardless of whether the product was purchased at full price or during a promotion.

When an item was purchased as a gift, the available refund method may depend on the original transaction. If the payment system requires funds to return to the original payment method, the refund may be issued to the purchaser.

Gift sets should generally remain complete when the return concerns the full set, unless a specific component is being reviewed because it arrived damaged, incorrect, or missing.

A return may be declined when the product has been materially used, opened in a way that affects hygiene or integrity, contaminated, altered, damaged after delivery, returned without important components, or sent back without enough information to connect it with an approved request.

Requests may also require additional review when returned merchandise does not match the item originally shipped.

For return eligibility, damaged products, incorrect shades or sizes, missing items, exchanges, or refund questions, contact [email protected].

Include your order number and enough detail to identify the product and issue. Please do not send full payment-card details, passwords, or unrelated sensitive information.