Refund policy

At Nikkia Joy Cosmetics, we take immense pride in our stringent quality control procedures, ensuring that all our customers receive only the highest quality products. However, if you are dissatisfied with your purchase upon arrival, please contact us within 10 business days via the CONTACT US page on our website, and a member of our friendly customer service team will assist you as soon as possible.

Please note: Due to hygiene reasons, we are STRICTLY unable to offer refunds or exchanges for products returned due to change of mind. This policy is firmly enforced to ensure the safety and quality of our products for all customers.

Nothing in this policy limits your rights under the consumer laws of your country.

What isn’t eligible

  • Change of mind returns are not accepted for hygiene reasons.
  • Opened, used, swatched, or tampered items are not returnable.
  • Final sale items, gift cards, and samples are non-returnable and non-refundable.
  • Items not purchased on our website should be returned through the original retailer.

When to contact us

Please reach us via the Contact page, chat us or send us an email with your order number and photos if relevant:

  • Damaged or defective on arrival: within 10 business days of delivery.
  • Incorrect item received: within 10 business days of delivery. Keep sealed.
  • Parcel not received: within 60 days from the ship date.

Requests outside these windows may not be eligible.

How returns work

Please contact us before sending anything back. If a return is approved, we will email you a return shipping label:

  • If the issue is our error or a confirmed defect, the label is free.
  • For other eligible returns, the label cost may be deducted from your refund or invoiced before we send a replacement.
  • Returns sent without our label or to the wrong address cannot be processed.

Damaged or defective items

  • Send clear photos of the product, inner packaging, and outer carton within 10 business days.
  • Once confirmed, we will replace the item or refund in full, including original shipping where applicable.
  • We may request the item be returned with our label for inspection.

Incorrect item received

  • Keep the item sealed and unused.
  • Contact us within 10 business days. We will provide a prepaid label and send the correct item or refund in full once scanned in transit or received.

Accidental orders or wrong item ordered by customer

  • If you contact us before dispatch, we will try to adjust or cancel.
  • If already shipped, sealed items may be eligible for exchange at our discretion.
  • Outbound shipping for replacements due to customer ordering error:
    • If your order subtotal is under $100, you pay outbound replacement shipping.
    • If your order subtotal is $100 or more, we cover outbound replacement shipping once per order.
  • Return shipping for the incorrect item may be your responsibility. Items must be sealed and resaleable.

Parcel not received within 60 days

If your parcel has not been delivered within 60 days from the ship date, we will replace or refund, subject to the conditions below.

Conditions

  1. The checkout address was complete and correct.
  2. The parcel was never marked Delivered by the carrier.
  3. The parcel was not refused, unclaimed, or returned for unpaid duties or taxes.
  4. No address change was requested with the carrier after dispatch.
  5. You complete any required carrier claim or non-receipt affidavit.

Outcome

  • We will replace once to the same address using the original shipping method, or refund to the original payment method at our discretion.

Marked “Delivered” but not received

  1. Check with household members, building management, reception, and neighbours.
  2. Allow 48 hours for a possible carrier scan delay.
  3. Contact the carrier for a GPS or delivery confirmation check.
  4. Contact us with the carrier case number.
  5. After reasonable steps, we may offer a one-time store credit or replacement at our discretion.

Address issues, refusals, customs and duties

  • Incorrect or incomplete address: if the parcel returns to us, we can reship for the cost of postage or refund minus shipping once processed.
  • Refused or unclaimed parcels: refunded minus original shipping and any carrier return fees.
  • Duties, taxes, and import fees are the customer’s responsibility and are non-refundable.
  • If an item is returned due to unpaid customs fees, the shipping costs of that order are non-refundable.

Bundles, sets, and free gifts

  • Bundles and sets must be returned in full and sealed.
  • Free gifts must also be returned, or their retail value may be deducted from your refund.

Refund method and timelines

  • Refunds are issued to the original payment method.
  • Processed within 2 to 5 business days; banks may take 3 to 10 business days.
  • Original shipping is refunded only when the return is due to our error or defect.

Warranty for tools and accessories

Non-cosmetic tools and accessories are covered against manufacturing defects for 30 days from delivery. Normal wear or improper use is not covered.

Fraud Prevention and Item Condition

  • 1. Condition of Items: Must be unused, sealed, and resaleable. Opened or tampered items are not eligible.
  • 2. Inspection Before Refund: Items must be returned and inspected before any refund is issued.

We may refuse returns if unusual patterns or suspected fraud are detected.

For further assistance, contact us at info@nikkiajoycosmetics.com and include your order number and photos where relevant.