Refund policy

RETURNS & REFUNDS POLICY

Last updated: June 2026

At Zibella Cosmetics, we want you to feel confident when shopping with us. If something isn't quite right, we're here to help. This policy explains your rights and our returns and refunds process.

Returns (Changed Your Mind)

You have 14 days from the date you receive your order to notify us that you wish to return an item.

To be eligible for a return:

  • Items must be unused, unopened and sealed.
  • Items must be returned in their original packaging.
  • Proof of purchase (such as your order number or receipt) must be provided.

Once your return request has been approved, you must return the item within 14 days.

Right to Cancel

Under UK consumer law, you have the right to cancel most online purchases within 14 days of receiving your order.

However, for hygiene and consumer protection reasons, this right does not apply to cosmetics, fragrances, aftershaves or skincare products that have been opened, used or unsealed.

Returns for Hygiene Products

We are unable to accept returns for:

  • Opened or used cosmetics, perfumes, aftershaves or skincare products.
  • Products with broken or removed seals.

This policy helps ensure the safety, hygiene and quality of all products supplied to our customers.

Damaged, Faulty or Incorrect Items

Please inspect your order upon delivery and contact us as soon as possible if there is a problem.

Please contact us within 48 hours if:

  • Your item arrives damaged.
  • Your item is faulty.
  • You receive the wrong product.

Where appropriate, we will offer a replacement or a full refund.

Reports made after 48 hours may still be accepted in accordance with your statutory rights, although additional information or evidence may be required.

Returns Approval

Returns sent without prior approval will not be accepted.

Your Rights

Your rights under the Consumer Rights Act 2015 are always protected.

If an item is faulty, not as described or not of satisfactory quality, you may be entitled to a refund, repair or replacement in accordance with UK consumer law.

How to Request a Return

Please email:

support@zibellacosmetics.co.uk

and include:

  • Your order number.
  • The reason for your return.
  • Photographs, where applicable.

We aim to respond to all return requests within 1 business day.

If your return is approved, we will provide full return instructions.

Refunds

Refunds are processed once your returned item has been received and inspected.

Approved refunds will be issued within 10 business days of receiving the returned item.

Refunds are made to the original payment method used for the purchase. Please note that your bank or payment provider may require additional time to process the refund.

Return Shipping

Customers are responsible for return shipping costs unless the item is faulty, incorrect or not as described.

We recommend using a tracked delivery service, as we cannot guarantee receipt of returned items that are sent without tracking.

All returned items are inspected before any refund is issued.

A Quick Note

Minor packaging marks, such as small scuffs or creases, do not affect the product itself and are not considered faults.

If you have any questions about returns or refunds, please contact us at support@zibellacosmetics.co.uk and we will be happy to help.