Returns
Our returns window is 14 days. If 14 days have passed since you received your order, unfortunately we can’t offer a refund or exchange under this goodwill policy. This does not affect your statutory rights, including the EU/UK right of withdrawal and your rights in respect of faulty goods.
To be eligible for a return, your item must be unused and in the same condition that you received it, with the hygiene seal and original packaging intact.
For health and hygiene reasons, the following cannot be returned once they have been opened or unsealed: makeup, skincare and lip products, loose pigments and glitter, makeup brushes, sponges and applicators, and other sealed cosmetic or sanitary items. Gift cards and downloadable products are also non-returnable. This does not affect your rights if an item is faulty, damaged or not as described.
To start a return, email hello@joliebeauty.co.uk with your order number and the reason for your return. Once approved, you will have 14 days to send the goods back to us. Returns are made at your own expense, and we recommend using a tracked service — we cannot guarantee receipt of items returned without tracking.
Refunds
Once we have received and inspected your return, we will email you to confirm receipt and to let you know whether your refund has been approved. Approved refunds are issued to your original method of payment.
Faulty or damaged items
Although it is rare, items can occasionally be damaged in transit. If you believe you have received a faulty or damaged item, please email hello@joliebeauty.co.uk with your order number and a photo, and each case will be dealt with individually.
EU & UK right of withdrawal
If you are a consumer in the EU or the UK, you have a separate statutory right to cancel your order within 14 days without giving a reason. Full details, including the model withdrawal form and how cancellation refunds are calculated, are set out on our EU Right of Withdrawal & Cancellation Policy page.
