To begin your return process please log in and register your return on https://account.opuluxebeauty.com within 14 days of receiving your order. Once your returned goods and return request is inspected you will receive another email to notify the outcome of the returns request. If your return was accepted, please allow up to 7 working days for your refund to be processed - back to the original payment method. Please allow 3-5 working days for the refund to show in the original payment method.
When returning items you are recommended to keep proof of posting and post using a tracked service. Proof of posting will not be accepted as proof of delivery. We will not accept responsibility for lost or damaged parcels. Our returns address will be sent via email if your refund is accepted.
We can only accept returns if all returned items are unopened, seals unbroken and in their original packaging.
Please note, we do not cover the cost of returns so this would need to be covered by you.
If you qualified for free shipping on your order and we covered the expense, this will be deducted from your refund amount.
MY PRODUCT HAS ARRIVED DAMAGED/FAULTY
We are extremely sorry to hear you have received a damaged/faulty item. You must notify us via email firstname.lastname@example.org with your order number, explaining the fault/damage and please include images of both the item and its packaging.
To exchange an item, you must notify us on email@example.com within 14 days of receiving your order. Once we receive your exchange request, you will receive an email providing the next steps - if an exchange is applicable.
If an exchange is applicable, we recommend you post using tracked services with the correct value of goods stated so you are fully insured if there is damage in transit or the parcel is lost.
If returning from OUTSIDE the EU please DO NOT USE COURIER SERVICES as there will be excessive clearance fees, we will either refuse delivery or charge the fees back to you. You must ensure the value on the parcel is listed as “ZERO” and you CLEARLY write "RETURNED GOODS" on the customs form and the parcel itself as we will not accept parcels that incur duty charges.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.