Late, lost or damaged? Here's what we do.
Most orders ship within 24–48 hours and arrive in 12–15 days. If a parcel is lost or damaged, we reship or refund in full when you tell us within 8 weeks of shipping. Unused, unopened products with more than 3 months to expiry can be returned for a refund.
Refund and returns policy · Last updated October 2026 · [email protected]
Registered airmail with tracking.
Customs can add 3–21 days.
Tell us within 8 weeks of shipping.
Unused, unopened, 3+ months to expiry.
What happened?
My parcel is late
Check your tracking first. If it still hasn't arrived 7 days after the standard delivery time, contact us.
My parcel is lost
Tell us within 8 weeks of the ship date and we'll send a new parcel or refund you in full.
It arrived damaged
Contact us with photos. We'll send a replacement or give you a full refund, whichever you prefer.
I gave the wrong address
We can reship, but the replacement is charged. We refund the first order once it comes back to us.
I want to return something
Unused, unopened products with more than 3 months to expiry can be refunded. Contact us first.
Your questions, answered
Will I get an order confirmation?
Yes, by email straight away.
You get an order confirmation email as soon as you place your order. If there’s any problem with the order or your payment, we email you within 24 hours.
How quickly do you ship?
Usually within 24–48 hours, often the same day.
Most orders are processed and dispatched within 24–48 hours, often on the same day. When your parcel ships, we email you the tracking number. See how to track your order.
We recommend registered airmail ($12). It’s more secure and less likely to be lost. It needs a signature on delivery. If you’re out, the post office leaves a card and holds the parcel for 4 weeks before returning it to us.
We can ship to your home or workplace.
Can you deliver to a PO Box or APO address?
Yes, if the delivery method supports it.
Set your PO Box or APO address as your primary shipping address in your account, as long as the delivery method you choose supports it.
How long does delivery take?
Usually 12–15 days from dispatch.
Standard delivery usually takes 12–15 days from dispatch. The exact time depends on the postal or courier service in your country.
Why is my parcel held at customs?
Your order is an import, so customs may check it.
We ship from India, so your local customs treats your order as an import. Customs may hold a parcel for a few days, and in rare cases up to 3 weeks. If import duties are pending, that can add 3–21 days before they contact you.
Please allow extra time and order early, so you don’t run short.
When should I contact you about a late parcel?
7 days after the standard delivery time.
If your order hasn’t arrived within the standard delivery time, wait another 7 days. Then contact us at [email protected] and we’ll find out whether it’s delayed, in customs or lost.
What if my parcel is lost?
We reship or refund, if you tell us within 8 weeks of shipping.
If a parcel is lost in transit, we send a new one or refund you, as long as you contact us within 8 weeks of the ship date. Requests after 8 weeks aren’t eligible.
To qualify for a replacement:
- at least 7 days must have passed beyond the standard delivery time
- the shipping address you gave us must have been correct
If the address was wrong, the replacement is charged. When the original parcel comes back to us, we’ll contact you about a refund. This can take a while, because return postage isn’t covered.
What if my order arrives damaged, or never arrives?
We send a replacement or refund you in full, your choice.
If your order arrives damaged, or doesn’t arrive at all, we’ll send a replacement or refund the full amount, whichever you prefer.
For a missing parcel, please wait 22 days from dispatch first. If it still hasn’t arrived and there’s no sign it’s been returned or held, contact us with your order number.
Can I return a product I don't want?
Yes, if it’s unused, unopened and has more than 3 months to expiry.
We refund products that meet both of these conditions:
- the product is unused and unopened
- it has more than 3 months left before it expires
Please contact us before sending anything back, so we can tell you how to return it.
Need a refund or reshipment?
Have your order number ready and tell us what happened. We’ll sort it out as quickly as we can.