Lost / Stolen / Damaged Parcels
We cannot be held responsible for lost or stolen parcels. Once your parcel leaves our hands, it becomes the carrier’s responsibility to deliver it. When your parcel hasn’t arrived or arrives damaged, you can file a claim with Royal Mail.
Please note: makeupbysholaa will not handle additional taxes, import duties, customs charges, etc., when shipping outside of the UK. Any such fees, if applicable, are the customer’s responsibility.
Some items in our store might be restricted imports to your country and could be seized by customs and destroyed, along with any other ordered items. It’s your responsibility to check your country’s import restrictions before placing an order. We won’t provide compensation for items destroyed by customs due to being prohibited.
For any shipping-related inquiries, please email us at [email protected]
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be new and unopened. Please note, once cellophane and or the box has been removed/opened/used they are no longer eligible for returns/exchanges.
Please note under the exceptions / non-returnable items: We do not accept returns or refunds for lip tint, the brow cure, ultra-grip brow tweezers, lashes, or PCT supplies.
To start a return, you can email our support team at [email protected]. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. We will issue you a return shipping label if it was our mistake for UK customers, and international customers will need to purchase the shipping label in their country and we will reimburse the cost in the form of a refund, credit, or gift card, whichever we deem most suitable. If the return is due to a customer’s error, then the customer would need to pay the shipping cost to return the item back.
You can always email us at [email protected] for any return questions.
Missing items
If your order is missing an item, you must contact us within 3 days of delivery. Customers waiting beyond this time frame will not qualify for reimbursement or replacement.
Faulty
In event of an unlikely faulty product, you will be responsible for the cost of returning the goods.
Lost packages or mail issues
Please contact the shipping service provider as makeupbysholaa is not liable for lost packages or mail issues.
Exceptions / non-returnable items
Due to hygienic and sanitary reasons, certain types of items cannot be returned, like lip tints, the brow cure, ultra-grip brow tweezers, lashes, or PCT supplies.
We do not accept returns for gift cards or any opened items. Please get in touch if you have questions or concerns about your specific item.
Damages and issues
Products orders are inspected and stamped prior to delivery however we ask you 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 and make it right.
Pre-orders
Please note that items on pre-order may take some time to arrive which is specified to you in advance. By placing a pre-order you agree to this extended time frame and wait for delivery and to contact us if you have any issues. Should the order exceed the time-frame specified, and you would like a refund, please contact our support team and they will help issue you a refund.
Chargebacks and disputes
Please contact our support team first as we are here to work things out and make sure to make things right and consider each situation on a case by case basis. Once approved for a refund, our support team will quickly process this for you; however, if you initiate a dispute with your bank and lose, you are no longer eligible to receive a refund from us unless you had cancelled the dispute.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, our support team can invoice you with the credit of the returned item applied. Please be sure to contact the support team to see if you are eligible for an exchange.
Promotional Offers
To be eligible to receive promotional offers, the terms and conditions, and restrictions or exclusions, of any given promotion must be met to be eligible. We reserve the right to make changes or even end the promotion early. If we discover, or have good reason to suspect, that a person cheated or gamed the system in some way to achieve the promotional offer, we reserve the right to refuse, refund, and cancel their promotional offer and order. If the offer was given due to a glitch or bug in the system, we reserve the right to refuse. If the promotional offer was accessed by means in which the person gained access without meeting the terms and conditions for eligibility, or the person has exploited the system in some way, we reserve the right to refuse and cancel their access to getting the promotional offer.
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 provided a refund in the form we deem suitable, such as a gift card, credit, or a refund back to your original form of payment. If the latter, please remember that it can take some time for your bank or credit card company to post the refund.
