Refund and Return Policy
We are committed to offering our customers the best possible cosmetic products. If you feel that the products you have received from our online store do not meet this commitment, simply return the unused portion, and we will refund your account for the full purchase price.
The product(s) must be intact, in their original condition, packaging, and with their accessories. The product(s) must not have been opened, used, or show visible signs of deterioration to guarantee their hygiene and perfect resale condition.
If the order you received does not meet your expectations, you have 14 days to return it to us, and we will credit your account for the total amount of your purchase. We cover the return shipping costs for delivery errors. To do so, contact our Customer Service by email to request a transport label to stick on your package.
RETURN PROCEDURE:
- Place the products in their original packaging and place them in the same box as the one you received.
- Remove all labels from the box.
- Attach the return label to the outside of the closed box. To receive this document, please contact the Customer Service by email at [email protected].
- Drop off your package at your collection point. UPS can also pick up your package from your home for an additional fee.
Please contact UPS at 0821233877 or HTTPS://WWWAPPS.UPS.COM/PICKUP/SCHEDULE?LOC=FR_FR for this service.
RETURN/EXCHANGE FAQ
Regarding the refund procedure, it will be done as soon as possible and no later than thirty (30) days from the date of receipt by NEW BLACK COSMETICS of the package.
When I exchange an item, two different transactions appear on my bank account. Can you explain why?
When an exchange is requested, it is done in two steps:
- A refund is made for the returned item.
- A new order is placed for the item requested in exchange. Two transactions will be visible on your bank account; a credit for the returned items and a debit for the items requested in exchange. Please note that payment for the item requested in exchange is subject to payment authorization, and once accepted, it will appear on your account. Even though credit and debit transactions will occur at the same time, the credit transaction may appear a little later on your account, depending on the time it takes for your bank to process it.
I used PayPal to make my purchase. Can I exchange/return my order? Yes. If you want to exchange or return your order, contact us, and we will indicate the various possible options. Due to how PayPal is structured, we are unable to process exchanges directly with your PayPal account.
I ordered/received the wrong product. Can I return it? If your online order does not meet your expectations, please contact our Customer Service.
My item arrived damaged. What should I do? If your package has been damaged during delivery, keep the box and the products and contact our Customer Service within seven days.
I want to return a gift without the person who gave it to me knowing. Can you help me? If you want to return or exchange an item that you received as a gift, contact us by email at [email protected], and we will indicate the steps to follow and retrieve the invoice to include in the return package. Don’t forget to include your phone number on the invoice. We will contact you by phone upon receipt of your return package to ensure that the return procedure is underway.
Can I return a gift card or e-gift card? We do not refund gift cards and e-gift cards.
DAMAGED ITEMS
When your order arrives, please inspect the box for any damage that may have occurred during transit. It is normal for a box shipped to be a little damaged. However, if any items in your package are damaged, please email us immediately at [email protected]. Please include the order number along with your email address and phone number for faster service. To ensure prompt resolution please retain the shipping box, packing materials and damaged items for inspection by the carrier.
Contact us by email at [email protected] for questions regarding refunds.