Help
Returns & refunds
What we take back, how to tell us, and who pays to send it. The short version: if it arrives damaged or expired, it is on us.
What we take back
Can I return something?
Yes, if your product arrives damaged or expired. Message us on WhatsApp and we will take it back or exchange it — we cover the cost of the return.
What about opened lip balm?
Returns and exchanges are for products that arrive damaged or expired. If yours did, message us on WhatsApp and we will take care of it, including the cost of the return.
So, plainly:
- Damaged in transit — taken back or exchanged, and we pay the return.
- Past its date when it reaches you — the same.
- A lip balm that arrives melted — we send you a new tin. A photo on WhatsApp is all we need.
- Changed your mind — returns and exchanges are for products that arrive damaged or expired, so this one is not covered.
Tell us within 48 hours of delivery, counted in working days. If the parcel arrives damaged, or the product is past its date, send us a photo on WhatsApp within two working days of the courier handing it over.
Our week is Monday to Friday, so a weekend does not count against you. A parcel delivered on a Friday leaves you until Tuesday, not Sunday.
A lip balm that arrives melted. A 10 ml tin can soften in a courier’s van in a Pakistani summer. If yours reaches you that way, send us a photo on WhatsApp within the same window as anything else on this page and we send you a new tin. We would rather replace it than ask you to judge whether it is still good.
How to tell us
What if my parcel arrives damaged?
Send us a photo on WhatsApp and we will take it back or exchange it. We cover the cost of the return.
A photo is the whole process. There is no form to fill in and no reference number to quote.
There is no returns address printed on this site. Message us first and we will tell you where to send the parcel. We book the return and we pay for it, so the address comes from us at the time.
Refunds
How long does a refund take?
Within one week.
You paid the courier in cash, so there is no card to put the money back on. You choose which of these you would rather have:
- Easypaisa or JazzCash — to the number you give us.
- A bank transfer — to the account you give us.
- A replacement — we send the product again instead of the money.
Changing or cancelling an order
Can I change or cancel an order?
Message us on WhatsApp as soon as you can. If the parcel has not been handed to the courier we can still change or cancel it.
Nothing is charged until the courier reaches you, so a cancelled order costs you nothing.
Last read through on 25 September 2026.
Something arrived wrong?
Send us a photo and we will sort it out. We answer Monday to Friday, 10am to 6pm.
