Returns & Refunds

We hope you love your PAPILIA® order. However, if you change your mind, eligible items may be returned to us within 30 days of receiving your order, subject to the conditions below.

Returns

To be eligible for a return, your item must be unused, unworn and returned in the same condition in which it was received, with all original packaging intact.

Proof of purchase will be required.

To request a return, please contact us at support@papiliacosmetics.com before sending your item back. We will provide you with the relevant return instructions and return address.

Unless otherwise required by law, return postage is the responsibility of the customer.

We strongly recommend using a tracked postal service, as PAPILIA cannot accept responsibility for returned items that are lost or damaged in transit.

Please do not send returns to us without first contacting us.

Lashes & Hygiene Seals

For hygiene and safety reasons, PAPILIA lashes are supplied with a hygiene seal.

Lashes may only be returned for change of mind where the hygiene seal remains completely intact and the product is unused and unworn.

Once the hygiene seal has been broken, removed or tampered with, the product is no longer eligible for a change-of-mind return.

This includes lashes that have been tried on, applied or worn and subsequently found not to suit a customer's personal preference, desired look or eye shape.

This does not affect your statutory rights.

Bond, Seal, Remover & Other Cosmetic Products

For hygiene reasons, cosmetic products must be returned unopened, unused and with any original seals intact unless they are faulty or damaged.

Products that have been opened or used cannot be returned for change of mind.

Faulty, Damaged or Incorrect Items

Please inspect your order when it arrives.

If your order arrives damaged, defective or incorrect, please contact us as soon as possible at support@papiliacosmetics.com, including your order number and photographs where appropriate.

We will review the issue and arrange the appropriate remedy.

Your statutory consumer rights are not affected.

Exchanges

We do not currently offer direct exchanges.

If you would like a different product or lash style, the quickest way to receive it is to return your eligible item in accordance with this policy and place a new order for your preferred product.

Return postage for change-of-mind returns is the responsibility of the customer, and normal delivery charges will apply to the new order.

If you have received an incorrect or defective product, please contact us before placing another order so that we can resolve this for you.

Refunds

Once your return has been received and inspected, we will let you know whether your return has been approved.

Approved refunds will be issued to your original payment method.

Return postage is the responsibility of the customer unless otherwise required by law.

Original delivery charges are non-refundable except where a refund is required under applicable consumer law.

Where a customer exercises a statutory right to cancel an eligible online order, any refund of the original delivery charge will be made in accordance with applicable consumer law.

If a premium or expedited delivery service was selected, any refund of the original delivery charge may be limited to the cost of our standard delivery service where permitted by law.

Please allow additional time for your bank or payment provider to process your refund after it has been issued.

International Returns

Customers returning orders from outside the United Kingdom are responsible for the cost of return postage unless otherwise required by applicable law.

Please clearly mark international return parcels as RETURNED GOODS on any customs documentation where appropriate.

PAPILIA cannot accept responsibility for customs charges arising from a return that has been incorrectly declared by the sender.

Your Legal Rights

Nothing in this Returns & Refunds Policy is intended to limit or exclude any rights you have under applicable consumer law.

For the avoidance of doubt, PAPILIA will not be responsible or liable for import duties, taxes, tariffs, customs charges or related carrier fees that a customer is required to pay in connection with an international order.

Refused or Unclaimed International Shipments

If an international order is refused, left unclaimed or cannot be delivered because applicable import duties, taxes, customs charges or carrier fees have not been paid by the recipient, PAPILIA will not be responsible for those charges or for any resulting delivery delays.

If the parcel is subsequently returned to us, any refund will only be considered once the goods have been safely returned and inspected.

To the extent permitted by applicable law, original shipping charges, return-to-sender charges, customs charges, duties, carrier fees or other costs incurred by PAPILIA as a result of the refused or unclaimed delivery may be deducted from any refund.

US Orders & Tariff Update

Recent changes to United States import rules have significantly affected the way low-value orders entering the US are processed and have introduced additional tariff and customs costs for UK businesses shipping to US customers.

Like many UK brands, PAPILIA has been affected by these changes.

We want to make ordering from the United States as straightforward and transparent as possible and are continually reviewing our shipping arrangements to find the fairest and most practical solution for our customers.

Where our selected delivery service allows us to pay applicable US import duties or tariffs in advance, these costs may be incorporated into the amount you pay at checkout so that you are not unexpectedly asked to pay the same charges when your order is delivered.

As international tariff arrangements and carrier requirements may change, our US delivery charges and arrangements may be updated from time to time.

Any applicable charges payable by you will be made clear wherever reasonably possible before you complete your purchase.

Incorrect Addresses

Please check your delivery address carefully before completing your order.

If you notice an error after placing an order, contact us at support@papiliacosmetics.com as soon as possible.

We cannot guarantee that an address can be changed once an order has entered the fulfilment process.

PAPILIA cannot accept responsibility for an order delivered to an incorrect address supplied by the customer.

Where an order is returned to us because an incorrect or incomplete address was provided, additional postage may be payable before the order can be resent.

Lost or Delayed Orders

If your order has not arrived within the expected delivery period, please contact us at support@papiliacosmetics.com.

We will work with the relevant delivery provider to investigate where appropriate.

Delivery estimates are not guaranteed delivery dates unless expressly stated otherwise.