Refund policy

RETURNS & REFUNDS POLICY

Last updated: April 2026

 At Zibella Cosmetics, we want you to feel confident and happy with every purchase. If something isn’t quite right, we’re here to help.

We aim to make returns as simple and fair as possible.

Returns (Changed Your Mind)

  • You have 14 days from the day you receive your order to notify us that you wish to return it
    • To be eligible:
    • Items must be unused, unopened, and sealed.
    • In their original packaging.
    • With proof of purchase (order number or receipt).
  • Once your return is approved, you must send the item back within 14 days.

 Right to Cancel

  • Under UK consumer law, you have the right to cancel your order within 14 days of receiving your item.
  • This right applies to most products purchased online.
    • Due to hygiene reasons, this right does not apply to unsealed cosmetics, fragrances, or skincare products.

 Returns (Hygiene Products)

We’re unable to accept returns on:

  • Opened or used cosmetics, perfumes, aftershaves, or skincare.
  • Any items with broken seals.
    • This is to ensure the safety, hygiene, and quality of all our products.

Damaged, Faulty, or Incorrect Items

  • Please check you order when it arrives
  • Please contact us within 48 hours if:
    • Your item arrived damaged 
    • Your item is faulty
    • You received the wrong product
  • We will resolve the issue as quickly as possible with:
    • A replacement or a full refund (whichever is appropriate)

    Reports made after 48 hours may still be accepted in line with your statutory rights, but may require additional evidence.

    Returns

    Returns sent without prior approval will not be accepted.

     Your Rights

    • Your rights under the Consumer Rights Act 2015 are always protected.
    • If an item is faulty, not as described, or not of satisfactory quality, you may be entitled to a refund, repair, or replacement.

     How to Request a Return

    Simply email us at:

    support@zibellacosmetics.co.uk

    • Please include:
      • Your order number.
      • Reason for return.
      •  Photos (if applicable).

    If your return is approved, we’ll send you full instructions.

    Refunds

    Refunds are processed once we have received and inspected your return.

    • Approved refunds are issued within 10 business days of receiving the return.
    • Funds are returned to your original payment method.
    • Your bank or payment provider may take additional time to process the refund.

    Return Shipping

    • Customers are responsible for return shipping costs unless the item is faulty, incorrect, or not as described.
    • We recommend using a tracked service, as we cannot guarantee receipt of returned items without tracking.
    • All returned items are inspected before refunds are issued.

     A Quick Note

    • Minor packaging marks (such as small scuffs or creases) do not affect the product and are not considered faults.