Refund policy
At Esteem Royale Cosmetics, we take pride in the quality of our products and want every customer to enjoy a positive shopping experience. Each order is carefully inspected by our quality control team before dispatch. If you receive an item that is defective, damaged, incorrect, or incomplete, please contact our Customer Support team immediately so that we can resolve the issue 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,
- in their original packaging,
- with all tags, seals, and labels intact,
- and accompanied by proof of purchase or order confirmation.
To initiate a return request, please contact us at:
Please note that returns sent without prior authorisation will not be accepted.
If your return request is approved, we will provide instructions on 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, contact us immediately at sales@esteemroyale.com with your order number and supporting photographs where applicable.
We reserve the right to assess and verify all claims before approving replacements, exchanges, refunds, or store credits.
Non-Returnable Items
For hygiene, safety, and product integrity reasons, certain items are non-returnable and non-refundable, including:
- opened or used beauty, skincare, cosmetic, or personal care products,
- customised or personalised products,
- pre-orders,
- subscription products,
- gift cards,
- promotional items,
- sale or discounted items,
- 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 offer direct product exchanges. The fastest way to obtain a replacement item is to request an approved return where eligible and place a new order separately.
European Union 14-Day Cooling-Off Period
For orders shipped to countries within the European Union, customers may have the legal right to cancel or return eligible orders within 14 days of delivery without providing a reason.
To qualify, returned items must remain unused, unopened, in their original packaging, and accompanied by proof of purchase.
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. Please note that additional processing times may apply depending on your payment provider, financial institution, or card issuer.
Shipping fees, delivery charges, customs duties, taxes, and handling fees are non-refundable. Customers are responsible for all return shipping costs unless the return is due to an error on our part.
Approved returns may be subject to a restocking fee of up to 35% of the order value, which will 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