Return & refund policy

The short version

Unopened, unused items can come back within 7 days of delivery for a full refund or an exchange. Anything that arrives damaged, faulty, wrong or close to expiry is our problem, not yours — we replace it at our cost, and you do not pay return postage.

What we cannot take back

Opened skincare, cosmetics and personal care cannot be resold, so we cannot accept it back once the seal is broken. This is a hygiene requirement, not a technicality, and it applies to every retailer selling these categories.

The exception is a genuine fault: if an opened product is contaminated, separated, clearly degraded, or causes an unusual reaction that suggests something is wrong with the batch, message us. We will look at it seriously and, where the product is at fault, refund it.

A product simply not suiting your skin is not a fault — but do talk to us anyway. We would rather help you find something that works than have you write off the money.

Damaged or wrong items

Photograph the parcel before opening it if the outer box looks crushed. Message us within 48 hours of delivery with your order number and the photographs, and we will arrange a replacement or a refund straight away. We do not ask you to post anything back before we act.

How to start a return

1. Message us on WhatsApp or email with your order number (it starts with FC-).
2. Tell us which item, and why. A photograph helps if the issue is physical.
3. We confirm the return and arrange collection, or give you the address to post to, depending on where you are.
4. Refunds are issued within 5 working days of the item reaching us — to the original payment method, or as a bank transfer for cash-on-delivery orders.

Cancelling an order

You can cancel any time before dispatch at no cost — just message us. Once a parcel has left with the courier it has to run its course, but you can refuse delivery and it comes back to us, at which point the return process above applies.

Questions

Get in touch — we would always rather sort something out directly than have you work through a policy page.