Refund and Returns Policy

Last updated: September 27, 2026

We want every order to arrive as described and in good condition. This policy covers standard products purchased through our online shop. Private-label, OEM, wholesale, and other custom projects follow their agreed order documents.

30-day returns for standard products

You may contact us within 30 days after delivery to request a return of an eligible standard product. This is an additional store policy and does not limit any cancellation, refund, or product-quality rights provided by the law where you live.

For a change-of-mind return under this additional policy, the item must be unused, undamaged, and returned with its original accessories and packaging. Used makeup brushes, puffs, and sponges are not eligible for a change-of-mind return under this additional policy. Products identified as final sale, gift cards, and personalized products are also excluded from this additional policy, except where applicable law requires otherwise. If a product arrives defective, damaged, or incorrect, the section below applies.

International return shipping

Please contact us before sending a return. We will provide the correct return address and shipping instructions for your order. The return address may be outside your country, and a local return address or prepaid label may not be available. International return postage can be substantial; please email us before ordering if you would like to know the current return destination and available shipping options.

For an eligible change-of-mind return, you are responsible for the direct cost of return shipping, unless we agree to cover it or applicable law requires otherwise. Use a trackable service and keep your proof of postage. Please do not send a package with postage or customs charges payable on delivery without agreeing this with us first. If a carrier requires customs paperwork or proposes extra charges, contact us before shipping so we can give you instructions. We will not require you to pay charges that applicable law places on us.

Damaged, defective, missing, or incorrect items

Contact us as soon as reasonably possible with your order number, a description of the issue, and, if available, clear photos of the item, packaging, and shipping label. Photos help us resolve a claim quickly, but do not replace your statutory rights. Please keep the item and packaging until we advise the next step.

We will review the issue and arrange an appropriate remedy, such as a replacement, repair where suitable, price reduction, or refund, in accordance with applicable law. We may be able to resolve a low-value or damaged-item claim without asking you to ship the item internationally. If a return is needed because of our error or a confirmed defect, we will arrange or cover a reasonable return method rather than ask you to choose an expensive express service at your own cost.

How to request a return

1. Email alice@aolanlabeauty.com with your order number, the items concerned, and the reason for the request.
2. We will confirm the available route, the return address where a return is needed, and who pays the shipping cost.
3. Pack the item securely and send it using the agreed method. Keep the tracking number and proof of postage.

Do not send a return to the address shown on the outbound shipping label unless we have confirmed it as the return address. A timely written cancellation or return request is not lost merely because you are waiting for our shipping instructions.

Refunds

For an approved return under our additional 30-day policy, we will review the returned item after it arrives and issue any approved refund to the original payment method. For change-of-mind returns outside a statutory cancellation period, the original shipping charge is normally not refunded unless we agree otherwise. We do not charge a separate restocking fee. PayPal, banks, and card issuers may take additional time to show a refund after we issue it.

Where a statutory cancellation right applies, we will follow its rules for the refund amount and timing, including any required refund of standard outbound delivery charges. Where permitted by law, a reduction may apply if the item has been handled beyond what is reasonably necessary to inspect it. These rules do not reduce your rights if an item is defective or not as described.

Rights in the EU, UK, and other destinations

Consumers in the EU and UK generally have a legal right to tell us within 14 days after delivery that they wish to cancel an eligible online purchase without giving a reason. After giving notice, they have the period provided by applicable law to send the item back. You may notify us by email; you do not need to wait for a return authorization to preserve a statutory cancellation right. We will provide return instructions promptly.

Legal exceptions may apply, including to personalized goods and to sealed goods that are unsuitable for return for health or hygiene reasons once the seal has been broken. Merely opening ordinary packaging does not automatically remove a statutory cancellation right. For eligible statutory cancellations, the customer pays direct return postage only where the law permits and where we have informed them of that obligation before purchase. If we supplied an incorrect or defective item, statutory remedies and return-cost rules apply instead.

Other countries may provide additional mandatory consumer rights. Nothing in this policy excludes or restricts rights that cannot legally be excluded.

Private-label, OEM, and custom orders

Custom products are made against an approved specification, sample, artwork, color, logo, packaging requirement, or purchase order. Once production has started, these orders cannot normally be cancelled or returned for a change of mind. This does not limit a valid claim that delivered goods materially fail to match the agreed specification or applicable law. Any project-specific inspection, acceptance, claim, replacement, or credit terms in an accepted quotation, invoice, purchase order, or supply agreement will apply to that project.

Cancellations before dispatch

Contact us promptly if you need to cancel a standard order before dispatch. If the order has already been dispatched, the return and cancellation rules above apply. Custom and OEM projects follow the cancellation and deposit terms in their accepted order documents.

Contact

Email alice@aolanlabeauty.com or call +86 731 2326 7998. Please include your order number so we can help you efficiently.