Return Policy

At ELISABETH ÁLVAREZ COSMETICS, everything is easy, and so is our returns policy.

When you receive an order, it is important to check the items immediately. If errors occur or problems arise, you should contact our customer service at info@elisabethalvarezcosmetics.com so they can provide you with an authorization number for the return. Without this number, it may be difficult to process the return and could take longer.

RETURNING AN ITEM

If you wish to return an item purchased from www.elisabethalvarezcosmetics.com, you have 14 days from the receipt of the order to do so.

Items must be unused and in perfect condition.

If you wish to return an unwanted item, it must be unopened and in its original packaging. Unwanted items must be in optimal condition for resale.

If you return an item and wish to exchange it for another, you will also have the right to return the latter within 7 days of receiving the last order. The refund will be processed once the product to be replaced is received.

WHAT TO DO IF I HAVE RECEIVED AN INCORRECT ITEM?

Your orders are very important to us, and we want you to have a good ELISABETH ÁLVAREZ COSMETICS experience and be very satisfied when you receive them. However, errors can occur, and we apologize in advance if you have received an incorrect item. As part of our policy of maximum customer satisfaction, we will do our best to resolve the issue as quickly and easily as possible.

Our customer service team will review each case individually to consider the return of the product. We may request additional information such as photographs or details to provide you with the best solution.

WHAT TO DO IF I HAVE RECEIVED A DEFECTIVE OR DAMAGED ORDER?

At ELISABETH ÁLVAREZ COSMETICS, we strive for all orders to arrive in good condition. If for some reason this has not happened, please accept our apologies.

We ask that you do not refuse delivery and instead accept the order and contact us immediately. Refusing an order can lead to a delay in the package being returned.

You can contact us via email info@elisabethalvarezcosmetics.com . Please attach an image of the damaged product or indicate the defect of the received product in the message. A member of our team will review the details and contact you to offer the best possible solution.

WHAT DO I NEED TO DO TO RETURN A PRODUCT?

Contact our Customer Service team to proceed with the return of the desired item.

To proceed with the return, you must inform us of the order number, the product you wish to return, and the reason. Our team will provide you with a return number and the details of the postal address to which you should send it.

Pack the product securely. Include the order number to which the returned product belongs inside the package.

When returning a product, remember to ask the courier company for a shipping receipt. This will serve as proof of shipment until you receive the product exchange or your money back. Without this receipt or proof of shipment, we cannot process a refund or replacement if the item is lost during transit.

Any item you have received and wish to return is your responsibility until we receive it at our offices. Please ensure you use a parcel service that insures the value of the goods.

Any defective product will be exchanged for the same product in optimal condition. In the event that the product is out of stock, a refund of the amount paid will be issued to the same account used for the purchase.

HOW IS MY RETURN PROCESSED?

Once a customer contacts us to make a return, the customer service department reviews the details of the return and contacts the customer to offer the best possible solution.

Returns are generally processed within 7 business days of receipt, and no later than 30 days.

If the returned item needs to be refunded, we will deposit the amount into the account used to purchase the item.

REFUND OF SHIPPING COSTS

We will gladly refund shipping costs if the return was requested due to an error on our part. For example:

– If we sent you an incorrect item.

– If the item is damaged or defective.

– If, after returning an item, you receive another as a replacement and you do not want it. The costs for this last replacement item will be refunded to you.

We will not refund shipping costs for unwanted or unneeded items. If you wish to return an unwanted item, shipping costs will be at your expense. Again, we remind you that it is important to use a parcel service that insures the value of the product so that we can receive it in optimal condition and thus refund the amount of the purchased product.

We will not refund shipping costs for any item returned due to reported damage or fault where no such error is found upon testing the product. The cost of sending the item back to you will depend on the item and will be communicated to you once the testing process is complete.

COMPLAINTS AND CLAIMS

We hope there are no complaints or claims regarding our service. However, if you are not satisfied with how a product return or exchange was handled, please contact our Customer Service team at info@elisabethalvarezcosmetics.com ELISABETH ÁLVAREZ COSMETICS calle Bailén 137, 08137 Barcelona.