Refund policy

You may withdraw from your purchase within 14 days of receiving your order, without giving a reason. This is your right under EU consumer law, and it applies to every order we ship.

To start a return, write to contact@orquisbeauty.com or use our withdrawal form. Any clear statement of your decision is valid. Once you have told us, send the products back within 14 days of that notice. We will confirm the return address by email, so please wait for our reply before sending anything back.

Products must be unused and in their original packaging. Return shipping is at your cost, unless the item is faulty or not what you ordered.

Hygiene and sealed products
For hygiene reasons, skincare and cosmetics that have been unsealed or used after delivery cannot be returned. This is the sealed-goods exception under Article 16(e) of the EU Consumer Rights Directive. Unopened products are always returnable within the 14 days.

Damaged, faulty or incorrect items
Please check your order when it arrives. If anything is damaged, faulty or not what you ordered, email us within 14 days with a photo of the product and its packaging. We will send a replacement or refund you in full, including shipping, at no cost to you. Your two-year legal guarantee of conformity always applies, separately from the 14-day withdrawal right.

Exchanges
The fastest way to exchange something is to return the original item and place a new order. Your refund is processed as soon as the return is on its way.

Refunds
Once your return arrives, or you send us proof that it has been shipped, we refund within 14 days to your original payment method, including standard delivery costs. If you chose a delivery option more expensive than our standard one, we refund the standard rate. Your bank may take a few days more to post the refund.

Cancelling before dispatch
You can cancel any order free of charge before it has been dispatched. Contact us as soon as you can. Once it has shipped, the 14-day right of withdrawal applies instead.

The full version of this policy, in plain language, is on our returns and refunds page.