Terms & Conditions
Due to the nature of our products and for hygiene reasons we do NOT offer refunds/exchanges on items simply unwanted. Makeup cannot be returned. We offer no exchanges on cosmetics. If you receive an item that is damaged or faulty this is an exception. If you receive a damaged or faulty item, you must notify us within 7 days of receipt. Returned items must be received within 14 days of receipt. We recommend returning items via a recorded delivery service as unfortunately we cannot be held responsible for any items that do not reach us. Original shipping costs are non-refundable.
We aim to process all refunds within 5-7 working days of delivery to us, please note sometimes this can take longer. All refunds will be processed back to your original payment method and may take up to 14 days to show on your account. Any original shipping costs or return shipping costs are non-refundable, unless the error was made on our part (e.g. received wrong order)
Faulty items – we are sorry you have received a faulty item from us. This is rare and can happen during the manufacturing process or in transit. Please send us info and photos to firstname.lastname@example.org we can look into this and advise you further. If packaging is severely damaged, a claim against the courier will be made in which you will be made to wait up to 30 days for the claim to be processed. Only then when the claim has been concluded will we act depending on the outcome of the claim.
if we've made a mistake with your order, please send us a message at email@example.com an image of your order, the invoice so we can identify the packing error and the outer packaging it was sent in. Packing orders go through extensive checks whereby they are picked and packed by two members of staff. The items are ticked off one by one on the invoice when being picked and are then counted as they are packed. The packing slip is then numbered and signed to indicate how many items are in the package. We can refuse to resend an item if we believe the item has been packed correctly and all correct procedures have taken place. Unfortunately, if you do not keep your outer packaging and your invoice, we are unable to assist you any further as ALL orders go through strict weight checks and we need these to identify whether it is fraudulent or not.
We can block your account from ordering from studio bonita if you are found providing false information. If we have proof that your order weighed the correct amount when being dispatched, then we do have the right to refuse your refund or replacement.
Missing or lost orders - If your order has been shipped but our delivery partners have failed to deliver, your order could be lost in transit. If your tracking has been marked as delivered but you have not received your parcel your order could also be deemed as lost. If you have not received your parcel you will need to contact our customer service team via email on firstname.lastname@example.org so we can investigate this. If we suspect your parcel is in fact lost, we will need to raise a claim with the courier service. Claims can take up to 30 days to process from the point of us recognising that the parcel is lost. Once the claim has been submitted this can take up to 30 days to conclude. During the claims process we will be unable to re send your order or issue you a refund. Once a claim has been concluded we will only be able to act based on the outcome of the claim. The outcome of the claim is a final decision and cannot be overridden.
Ive made a mistake with my order - once your order is placed, we cannot amend addresses or cancel your order. We cannot add anything to your order, and we cannot change your order. If you order the incorrect item or provide the wrong delivery address/details this is your own responsibility.
Our products - Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee the colours accurately reflects the colour of the products. Your product may vary slightly from those images. Although we have made every effort to be as accurate as possible. Product packaging may vary. The packaging of the product may vary from that shown in images on our website.
The customer is responsible for providing us with the correct shipping details. We cannot be held responsible for deliveries made to incorrect or incomplete addresses provided by customers. We post all orders to the address that you provide us with, so please check your order confirmation email to ensure that the address is completely correct. If you have paid with PayPal, please double check that your PayPal delivery address is correct. In any instance where the address that you have provided is not 100% correct, and your order is shipped, we will need to wait for the parcel to be returned if we are to provide any kind of redelivery / refund.
How to tell us about problems. If you have any questions or complaints about your order or product, please contact us. You can email our customer service team at email@example.com
If for any reason you wish do make a complaint, please put your complaint into an email. We ask that you allow up to 5 working days for the complaint to be acknowledged. We may take up to 28 days to full resolve your complaint, this could include asking you for any evidence you may have. If at any point throughout the 28 days, you post on any social media platforms, anything that could be detrimental to Studio Bonita, this could jeopardise your complaint: this resulting in your complaint been rejected and unresolved.