Your return window

Eligible products may be returned within 14 days of delivery, provided the item meets the return conditions described below.

Please contact our customer care team before sending any item back. Returns sent without prior instructions may not be accepted or may experience processing delays.

Condition of returned items

To qualify for a standard return, an item should generally:

• be unused, unopened and in original condition;
• retain its original packaging, seals and accessories where applicable;
• show no signs of testing, swatching, use, damage or alteration;
• include proof of purchase or the relevant order information;
• be packaged securely for return transit.

Who pays return postage

Damaged, faulty or wrong items

Please inspect your order when it arrives. If an item is damaged, defective or incorrect, contact us promptly so we can review the issue.

Please include:

• your order number;
• a short description of the issue;
• clear photographs of the product;
• photographs of the outer packaging and shipping label where relevant.

Depending on the circumstances, an approved resolution may include a replacement, refund or another appropriate remedy.

Items we cannot accept back

For hygiene, safety and product-integrity reasons, the following may not qualify for a standard return:

• opened or used lip products;
• opened or used mascara or eye products;
• products that have been swatched, tested or otherwise used;
• items missing original seals or packaging where required;
• products damaged through misuse or improper storage after delivery;
• gift cards or other items identified as non-returnable.

These restrictions do not remove any rights you may have in relation to defective, damaged or misdescribed goods.

Exchanges

We do not generally process direct exchanges.

If you would prefer a different shade, product or variation, the simplest approach is usually to return an eligible item for a refund and place a new order separately.

This allows the replacement order to be processed independently and helps avoid stock availability issues while your return is in transit.

How refunds are issued

Once an approved return reaches the designated return location, it will be reviewed before the refund is processed.

Approved refunds are generally issued to the original payment method used for the order.

Your bank, card issuer or payment provider may require additional processing time before the refunded amount appears in your account.

Original shipping charges are generally non-refundable unless required by law or the return results from an error on our part.

Cancelling an order

If you need to cancel an order, contact us as soon as possible after placing it.

If your order has not yet entered processing or shipment, we may be able to cancel it.

Once an order has been processed or dispatched, cancellation may no longer be possible and the normal return process may apply instead.

Statutory rights

Nothing in this policy is intended to restrict or exclude mandatory consumer rights that apply to you under applicable law.

Depending on your location, you may have additional rights relating to defective goods, cancellations, returns or refunds. Where local law provides stronger protection, those legal rights apply.

Return Address

Please do not send a return without contacting us first. The appropriate return address may depend on the product, order and fulfillment location.

When a return is approved, our customer care team will provide the applicable return instructions and address.

GOLDWIN TECHNOLOGY LIMITED

Return Address：FLAT B 3/F WING CHEONG COMMERCIAL BUILDING 19-25 JERVOIS STREET SHEUNG WAN HK