Refund policy

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We want you to love your Jaydeen Sarah Cosmetics order. Please read this policy carefully before purchasing. By completing your order, you confirm that you have read and agree to these terms.

Important update: From 1 July 2026, EU orders are subject to a new customs duty (approx. £3/€3 per item), separate from shipping costs. See "Customs Duties, Taxes & Import Charges" below for full details.

Order Cancellation

Before dispatch

You may cancel your order within 24 hours of purchase, provided it has not yet been dispatched. To request a cancellation, contact us immediately at cosmetics@jaydeen.co.uk. Once an order has been dispatched, it cannot be cancelled, and the returns policy below applies instead.

Statutory cooling-off period (UK & EU customers)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (UK) and the Consumer Rights Directive (EU), you have the right to cancel your order within 14 days of receiving your goods.

This right does not apply to:

Sealed goods that are not suitable for return for health protection or hygiene reasons, once unsealed
Cosmetics, makeup, and personal care products that have been opened, used, or tampered with

Because of the hygienic nature of our products, we're unable to accept returns or issue refunds for unwanted items once they've been opened or used.

Damaged or Faulty Items (All Regions)

We're happy to offer a refund or replacement for items that arrive damaged or faulty.

Please notify us within 14 days of receiving your order by emailing cosmetics@jaydeen.co.uk, including clear photographic evidence of the damage or fault. Once approved, we'll provide return or replacement instructions.

Faults resulting from misuse, incorrect application, or failure to follow product instructions are not covered under this policy.

Return Conditions

All approved returns must:

Be unused, unopened, and in their original packaging
Be in the same condition as received
Be sent back using a tracked or recorded delivery service

Return postage is the customer's responsibility in all regions, unless the item is confirmed faulty or incorrectly sent. Original shipping charges are non-refundable, except where required by law.

Refunds are processed within 14 days of us receiving the returned goods, provided they meet the conditions above, and are issued to the original payment method only. We're not responsible for items lost or damaged in transit back to us.

Shipping Internationally

We ship all international orders directly from the UK — we don't hold stock or have a base in any other country. Delivery times and costs vary by destination and are shown at checkout before you complete your purchase. International shipping rates are higher than domestic UK rates to reflect the cost of overseas carriage.

Customs Duties, Taxes & Import Charges

International orders may be subject to customs duties, import taxes, and/or handling fees charged by the destination country once the parcel arrives. In some cases we collect this from you at checkout on the destination country's behalf and pay it to that country's tax authority; in other cases, it's collected on delivery by the courier or postal service instead.

These charges are set by the destination country, not by us, and are separate from the shipping cost shown at checkout. We can't predict or waive them, and we don't under-declare parcel values or mark orders as "gifts" to avoid them. Customs duties, import taxes, and any additional charges on international orders are the customer's responsibility.

EU customs charge (new from 1 July 2026): The EU has introduced a flat customs duty of approximately £3 (€3) per item on parcels valued under €150 entering the EU from outside the bloc, including from the UK. This is a temporary measure set by the European Commission and applies regardless of courier, in addition to shipping costs. It's set and collected by EU customs authorities, not by us, and is non-refundable — including on items that are later returned. We'll keep this updated if the EU introduces further charges (an additional handling fee has been discussed but isn't yet confirmed).

All international parcels are sent with the required customs declaration, including an accurate description and value of the items enclosed, in line with Royal Mail and destination-country customs requirements.

International Returns

The return conditions above apply to international returns too (Australia, USA, Canada, EU and elsewhere), with a few additions:

You're responsible for all return postage costs, including any customs, duties, or import fees incurred during the return, unless the item is confirmed faulty or incorrectly sent.
Please mark the parcel clearly as a "returned item" on the customs declaration, to help avoid it being charged as a new import.
We strongly recommend using a fully tracked international returns service. We're not liable for international returns that are lost, delayed, or held in customs.
Any customs duty, import tax, or handling fee paid on the original order — including the EU customs charge above — is non-refundable, as these are collected on behalf of, and paid to, the destination country, not to us.

Adverse Effects & Safety Reporting

Your safety is important to us. If you experience any adverse reaction, irritation, allergic response, or other unwanted effect while using any Jaydeen Sarah Cosmetics product, please discontinue use immediately.

Please report all adverse effects to cosmetics@jaydeen.co.uk as soon as possible, including:

Your name and contact details
The product name and batch/lot number
A description of the reaction experienced
Any relevant photographs

UK customers may also report serious undesirable effects directly to the relevant regulatory authority in accordance with UK cosmetic product safety regulations. This reporting process does not affect your statutory rights.

Your Statutory Rights

Nothing in this policy affects your statutory rights under the consumer law applicable in your country. UK customers are protected under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013. EU customers are protected under the Consumer Rights Directive. Australian customers are protected under the Australian Consumer Law consumer guarantees, which cannot be excluded. This policy is designed to operate within and alongside those rights, not to limit them.

Exclusions & Discretion

We reserve the right to refuse refunds or exchanges if returned items do not meet the conditions outlined in this policy, or if claims are made outside the stated timeframes.