Return & refunds

Cosmetics and hygiene-sensitive products

Cosmetics, skincare, makeup, hair care, body care, personal-care products and other hygiene-sensitive goods are, as a general rule, not eligible for an ordinary return once they have been opened, used, or their seal or hygiene protection removed, or once they are otherwise no longer in a condition that allows them to be safely resold.

This does not affect your statutory consumer rights where a product is defective, arrives damaged, or is not what you ordered — see "Damaged, wrong or missing items" below.

Unopened, unused items

A change-of-mind return of an eligible item may be accepted if it is unopened, unused and in its original packaging, and if you request it within 14 days of delivery. As with any return, it requires prior authorisation from us before you send anything back — see below.

• · Unopened and unused, in original packaging — generally returnable within 14 days, once authorised
• · Opened cosmetics or hygiene-sensitive items — only where there is a genuine fault, damage, or the wrong item was sent
• · Sale items — returnable on the same terms as full-price items, unless stated otherwise for a specific promotion

How to request a return

Sign in, open Account → Orders, open the relevant order, and choose "Start a return." If you checked out as a guest, you can start a return from the same order confirmation using your order number and email, or ask Sparkle AI, or contact support with your order number.

Review and authorisation

Every return request is reviewed by our team before it is approved. We may ask questions or request photos to understand what happened before deciding. A return sent back to us without an approved request may not be accepted, and may be returned to you at your cost.

Damaged, wrong or missing items

Please inspect your delivery promptly. If your order arrived with transit damage, the wrong product, or something missing, let us know — preferably within 24 hours of the delivery recorded by the courier — so we can look into it while the details are still fresh. This does not remove any statutory right you have to raise the same issue later where the law gives you longer.

To investigate a damage, wrong-item or missing-item claim, we will usually ask for:

• · Your order number
• · Photos or video of the shipping carton
• · The shipping label
• · The internal packaging
• · The affected item, including any seals
• · Photos of any visible damage

While a claim is being investigated

Please keep the product and its packaging until we have finished looking into your claim — we may need to see it, or ask a courier to inspect it. Do not send anything back to us before we have authorised a return; an unauthorised return may not be accepted.

Depending on what we find and what applicable law requires, we may offer a replacement, a full or partial refund, or another appropriate remedy.

After a return is approved

Once approved, we will send you return instructions and, where relevant, a return address by email. We will also confirm the deadline to send the item back, typically within 14 days of approval. The item should be returned in the condition required for the reason the return was approved.

Refunds

For a verified damaged, wrong, or missing item, we may issue a refund or replacement without requiring the item back, where we say so in your case.

For any other approved return, a refund is issued to your original payment method once we receive and inspect the returned item. Banks and card issuers typically take a further three to five working days to show the refund.

Shipping costs on a return

The original outbound shipping charge is generally non-refundable, except where the return is because of our error — a damaged, wrong, or missing item — or where applicable law requires otherwise.

Return shipping is your responsibility unless the return is because of our error. Where legally permitted, we may deduct non-refundable outbound shipping, return shipping, and any carrier or customs charges we actually incurred from the refund.

Refused, abandoned or returned-to-sender customs shipments

You are responsible for providing the information and documentation your destination country requires for customs clearance. If a shipment is refused, abandoned, or returned to us because you did not pay destination customs duties or taxes, or did not complete customs clearance, that does not automatically entitle you to a full refund.

Any refund in that situation is subject to applicable mandatory law, and, where legally permitted, may be reduced by non-refundable outbound shipping, return shipping, and any carrier or customs charges actually incurred as a result.

We will never undervalue, misdeclare, or otherwise manipulate a customs declaration to reduce the duties or taxes you owe.

Failed delivery due to address information

If delivery fails because the address or contact information provided was incomplete or incorrect, reshipping the order may require you to cover the reshipping cost — see "Your delivery address and information" in our Terms and "Providing accurate delivery information" in our Shipping Policy.

Sparkle Points on returns

Points earned on a returned item are removed from your balance when the refund is issued. Points you had already redeemed against that order are returned to you.

Unavailable or cancelled items

If we are unable to fulfil an item after your order is placed, we will cancel that line and refund it in full, including any shipping charged for it.

Chargebacks and payment disputes

If something has gone wrong with your order, please contact us first — most issues can be resolved directly and faster than through a bank dispute. Nothing in this policy limits your right to raise a payment dispute with your bank or card issuer where you are legally entitled to.

Company details

SparkleSkin K-Beauty operates from Dubai, United Arab Emirates and Seoul, South Korea.