Refund policy

Last updated: October 5, 2026

We want you to be happy with your order. If something isn't right, this page tells you exactly what we'll do about it.

The short version

Changed your mind? You have 30 days from delivery to return items that are still unopened and unused.
Wrong, damaged, or defective item? Send us a photo. We'll replace it for free or refund you, and you don't have to send it back.
Order never arrived? We'll send it again for free or refund you in full. The details are in our Shipping Policy.
Opened or used cosmetics can't be returned, for hygiene reasons.
Refunds go back to the payment method you used.

If you changed your mind

You can return an item within 30 days of the day it was delivered, as long as it is:

unopened and unused, with any seal intact;
in its original packaging.

Please email us before you send anything. Our return center is outside the United States, so return postage can cost more than the item itself. Depending on the case, we may be able to offer an option that lets you keep the item, such as a partial refund or store credit. If you still prefer to return it, that's your call, and we'll send you the return instructions.

What we can't take back

For hygiene and safety, we can't accept returns of:

cosmetics that have been opened, used, or tested, or that have a broken seal;
makeup tools and accessories that have been used, such as brushes, sponges, and eyelash curlers.

This doesn't apply to items that arrived damaged, defective, or different from what you ordered. Those are covered in the next section.

Opened it and it wasn't what you hoped for? We can't take it back, but write to us anyway. Tell us what went wrong, and we'll try to find a fair solution.

Wrong or damaged items

If your item arrived damaged, defective, or different from what you ordered (wrong item, wrong shade, or not as described), we're sorry. Email us within 30 days of delivery with:

your order number;
a photo of the item, and of the package if it arrived damaged.

Once we've seen the photo, we'll send you a replacement at no cost. If you'd rather have a refund, just tell us. If the problem is small and you'd like to keep the item, we can offer a partial refund instead.

You don't need to send the item back.

Orders that never arrived

If your order is lost or far too late, we'll send it again for free or refund you in full. See "Late or lost packages" in our Shipping Policy.

How to start a return

Email us at support@mauvelane.com within 30 days of delivery. Include your order number and the items you'd like to return.
We'll reply within 1 business day with your options and, if you're returning, the address and instructions.
Pack the item unopened, in its original packaging, and ship it within 14 days of our reply, using a service with tracking. Send us the tracking number.
When the package arrives and we've checked it, we'll issue your refund and email you.

Please don't send anything back before you hear from us. Returns sent without instructions may not reach the right place, and we can't refund items we don't receive.

Return shipping

Changed your mind: you pay the return postage. Because our return center is outside the United States, this is international postage. Please use a service with tracking, since we can't refund a return that gets lost on the way.
Our mistake (wrong, damaged, or defective item): nothing to send back and nothing to pay.
We don't charge restocking fees.

Refunds

What you get back: the price you paid for the returned items, plus any sales tax charged on them. For change-of-mind returns, the original shipping fee isn't refunded. If the mistake was ours, or your order never arrived, and we refund the whole order, we refund the shipping fee too.
When: we issue refunds within 5 business days of approving them. For returns, that means after the item arrives and passes inspection.
How: refunds go to your original payment method. After we issue a refund, banks usually take 5 to 10 business days to show it on your statement.

If it's been more than 10 business days since our refund email and you still don't see the money, check with your bank or card issuer first. Then write to us and we'll help.

Exchanges

We don't offer direct exchanges. If you'd like a different shade or product, return the unopened item for a refund and place a new order whenever you're ready.

Cancellations

Orders are prepared soon after they're placed, so email us as soon as you can. If your order hasn't shipped yet, we'll cancel it and refund you in full. Once an order has shipped, we can't cancel it, but you can return unopened items under this policy after they arrive.

Skin reactions

If a product irritates your skin or causes any reaction, stop using it and email us. Tell us which product it was and what happened, and we'll work out a solution with you. If the reaction is strong or doesn't go away, please see a doctor.