Refund and Returns Policy
Refund and Return Policy
At New Black Cosmetics, we are committed to offering our customers the best possible cosmetic products. If you feel that the products you 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 or products must be intact, in their original condition, packaging, and with their accessories. The product must not have been opened, used, or show visible signs of deterioration to ensure its 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 costs for delivery errors. To do so, please contact our Customer Service by email to request a transport label to attach to your package.
RETURN PROCEDURE:
- Replace the products in their original packaging and place them in the same box you received.
- Remove all labels from the box.
- Attach the return form to the outside of the closed box. To receive this document, please contact Customer Service by email at [email protected].
- Drop off your package at your collection point. UPS can also collect 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
As for the refund process, it will be carried out as soon as possible and at the latest within 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 stages:
- A refund is made for the returned item.
- A new order is placed for the requested exchange item. Two transactions will be visible on your bank account; a credit for the returned items and a debit for the exchange items requested. Please note that payment for the exchange item is subject to payment authorization and once accepted, it will appear on your account. Even though the credit and debit operations will take place at the same time, the credit transaction may appear a little later on your account, depending on your bank’s processing time.
I used PayPal to make my purchase. Can I exchange/return my order?
Yes. If you wish to exchange or return your order, please contact us and we will provide you with different possible options. Due to the way PayPal is structured, we are not able 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, please keep the box and 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?
If you want to return or exchange an item you received as a gift, please contact us by email at [email protected] and we will provide you with instructions and retrieve the invoice to include in the return package. Please remember 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 process is underway.
Can I return a gift card or an e-gift card?
We do not refund Gift Cards and eGift Cards.
DAMAGED ITEMS
When your order arrives, please inspect the box for any damage that may have occurred during transport. It is normal for a shipped box to be slightly damaged.
However, if any items in your package are damaged, please contact us immediately by email at [email protected]. Please provide your order number, email address, and phone number for faster service. To ensure a quick resolution, please keep the shipping box, packaging materials, and damaged items for inspection by the carrier.
For inquiries regarding refunds, please contact us by email at [email protected].