Refund policy

At Esteem Royale Cosmetics, we take pride in the quality, authenticity, and integrity of the products we offer and aim to provide every customer with an elevated shopping experience. Each order is carefully reviewed and inspected by our team before dispatch. If you receive an item that is defective, damaged, incorrect, incomplete, or tampered with, please contact our Beauty Concierge team immediately so we can assist you as quickly as possible.

Returns

We offer a 14-day return window from the date your order is delivered. To be eligible for a return, items must be:

  • unused and unopened,

  • in their original condition and packaging,

  • with all seals, labels, and protective materials intact, and

  • accompanied by proof of purchase or order confirmation.

To initiate a return request, please contact us at: sales@esteemroyale.com

Returns sent without prior authorisation or approval may not be accepted. If your return request is approved, we will provide instructions regarding how and where to return your package. Customers are responsible for ensuring returned items are securely packaged and safely delivered.

Damaged, Incorrect, or Defective Orders

Please inspect your order immediately upon delivery. If your order arrives damaged, defective, incomplete, tampered with, or if you receive the wrong item, please contact us within 48 hours of delivery at sales@esteemroyale.com with your order number and supporting photographs where applicable.

We reserve the right to assess, investigate, and verify all claims before approving replacements, exchanges, store credits, or refunds.

Non-Returnable Items

For hygiene, safety, product integrity, and consumer protection reasons, certain items are non-returnable and non-refundable, including:

  • opened or used skincare, beauty, cosmetic, fragrance, wellness, or personal care products,

  • products with broken seals or damaged protective packaging,

  • customised or personalised items,

  • pre-orders or special-order items,

  • subscription products,

  • gift cards,

  • promotional or complimentary items,

  • sale or discounted products marked as final sale,

  • perishable goods, and

  • hazardous or flammable materials.

If you have questions regarding a specific product, please contact us before placing your order.

Exchanges

We do not currently offer direct product exchanges. The fastest way to obtain another item is to request an approved return where eligible and place a new order separately.

European Union 14-Day Cooling-off Period

For eligible orders shipped to countries within the European Union, customers may have the legal right to cancel or return certain purchases within 14 days of delivery without providing a reason.

To qualify, returned items must remain unused, unopened, in their original condition and packaging, and accompanied by proof of purchase. You must also receive approval from us before returning any such items.

Refunds

Once your return is received and inspected, we will notify you regarding the approval or rejection of your refund request. Approved refunds will be processed to the original payment method within approximately 14 business days. Additional processing times may apply depending on your payment provider, financial institution, or card issuer.

Original shipping fees, delivery charges, customs duties, taxes, import fees, and handling charges are non-refundable unless the return is due to an error on our part. Customers are responsible for return shipping costs unless otherwise stated or where the return results from a verified fulfilment error by Esteem Royale Cosmetics.

Approved returns may be subject to a restocking fee of up to 25% of the order value, which may be deducted from the final refund amount where applicable.

If more than 15 business days have passed since your refund was approved and you have not received your refund, please contact us at sales@esteemroyale.com

Last update: 26th May 2026