Refund policy

Damages and issues
Please inspect your order upon delivery and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue. 

Should you receive an item that does not match your order, it is imperative that you contact us without delay. To facilitate a swift and efficient resolution, we have established a standard procedure for handling such discrepancies.

Please be prepared to provide the batch number located on the item's packaging. This information is crucial for us to trace the specifics of your order. In addition, we require a photograph of the item you received. These steps are necessary for us to verify the error against our dispatch records and the weight details of your parcel.

Upon confirmation of a discrepancy:

**In cases of size errors**, we will issue a refund for the price difference between the item ordered and the item received.

 **For entirely incorrect items**, we will organise a collection through our courier service and proceed with issuing a full refund.

We appreciate your cooperation and understanding as we work to rectify the situation promptly.

We have a 7 day return policy, which means you have 7 days after receiving your item to request a return.

PLEASE NOTE 

During Sales or promotions there is NO exchange or refund policy. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, or unopened, and in its original packaging. You’ll also need the receipt or proof of purchase.   

To start a return, you can contact us at info@rococosmetics.com. Please note that returns will need to be sent to the following address:

6

The Square coalisland 

BT71 4LN 

You are responsible to pay for the returns postage and should be tracked signed delivery. We will not stand over any returns that has not been tracked & signed for by us. 

Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@rococosmetics.com.

We accept returns up to 7 days after delivery, if the item is unused and in its original condition, and we will refund the full order amount minus the shipping costs for the return. 

In the event that your order arrives damaged in any way, please email us as soon as possible at info@rococosmetics.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.

If you have any further questions, please don't hesitate to contact us at info@rococosmetics.com

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns or offer any refunds on ANY sale items, gift cards, Mystery boxes or free gifts. 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. 

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at immediately to info@rococosmetics.com.

unfortunately we can not refund any delivery amounts.