Returns & exchanges

1Return window

You can ask to return or exchange a product within 2 days of the date you receive your order. After that, we can only accept a return if the product is faulty.

2Conditions for a return

• The product is sealed in its original packaging, unopened and unused.
• It comes with the invoice or the order number.
• All parts and free gifts that came with it are included.

3Items we can't take back

To protect your health and everyone else's, we can't return or exchange:

• Opened or used products, for hygiene reasons.
• Products bought in a final clearance sale, if this was stated at the time of purchase.
• Gift cards.

4If an item arrives damaged or wrong

• Let us know within 48 hours of delivery, and send us a photo of the product and packaging along with your order number.
• We'll replace it with the same product, swap it for another product of the same value, or refund you in full including delivery, whichever you prefer.
• You won't pay any delivery fees for the return or exchange.

5Sensitivity or irritation

Korean skincare is generally gentle, but every skin is different. We always recommend patch-testing a new product on a small area first. A reaction after opening isn't a product fault, so we can't take it back, but do tell us and we'll help you find an alternative that suits your skin.

6How to request a return

• Contact us on 0797740777 or WhatsApp, or through the track my order page, with your order number, the product and the reason for the return.
• We'll agree on how to get it back: our courier collects it from you, or you drop it off at one of our stores.
• If the product is fine and you've simply changed your mind, the return delivery fee is yours (free if you bring it to a store). If it's damaged or wrong, the fee is on us.

7Refunds

• Once we receive the product and confirm it meets the conditions, we'll refund you within 7 days.
• If you paid by card: the money goes back to the same card. Your bank may take a few extra days to show it.
• If you paid cash on delivery: we refund you in cash at a store, or by transfer (CliQ or bank account) in your name.
• The original delivery fee isn't refunded, unless the mistake was ours.
• If the order used a discount, a code or points, we refund the amount you actually paid, and any points used go back to your balance.

8Cancelling before delivery

You can cancel your order for free before it leaves with the courier. Just let us know as soon as possible. If you paid by card, the full amount goes back to the same card.

This policy doesn't limit any of your rights under Jordan's consumer protection laws.