Refund policy

Returns & Cancellation Policy

At Winnie Lou, we hope you love every order. If something isn't quite right, we're here to help.

Your Right to Cancel (UK & EU Customers)

If you purchase from our website, you have the legal right to cancel your order within 14 days of receiving your goods without giving a reason.

To exercise this right, you must notify us within 14 days of delivery by emailing hello@winnieloubeauty.com with your order number and request to cancel.

Once you've notified us, you have a further 14 days to return the item.

Unless the item is faulty or we have made an error, customers are responsible for the cost of returning their order.

Return Conditions

Returned items must:

  • be unused and in the same condition they were received;

  • be returned in their original packaging where reasonably possible;

  • include all accessories, inserts and promotional items supplied with the order;

  • be securely packaged to prevent damage during transit.

Please obtain proof of postage, as we cannot be responsible for returns lost in transit.

Hygiene & Cosmetic Products

For hygiene and consumer safety reasons, we cannot accept returns of cosmetic or skincare products that have been opened, unsealed, used or otherwise altered after delivery, unless they are faulty or not as described.

Where a product is returned after being handled more than would reasonably be permitted in a retail shop, we reserve the right to reduce the refund to reflect any loss in value, where permitted by applicable consumer law.

Refunds

Once your return has been received and inspected, we'll notify you of the outcome.

Approved refunds will be processed to your original payment method within 14 days of receiving the returned goods (or evidence that they have been sent back, where applicable).

Original standard delivery charges will be refunded where required by law. Any premium or express delivery upgrade selected at checkout is non-refundable.

Faulty, Damaged or Incorrect Items

Please inspect your order upon arrival.

If your order arrives damaged, faulty or incorrect, please contact us as soon as possible (preferably within 48 hours of delivery) with:

  • your order number;

  • a description of the issue; and

  • clear photographs where possible.

This helps us investigate quickly and arrange an appropriate resolution.

Nothing in this policy affects your statutory consumer rights regarding faulty or misdescribed goods.

Non-Returnable Items

We cannot accept returns for:

  • opened or used cosmetic or skincare products (unless faulty);

  • gift cards;

  • personalised or bespoke products;

  • any items otherwise exempt from cancellation rights under applicable consumer protection legislation.

Exchanges

We do not currently offer direct exchanges. If you'd like a different item, please place a new order once your return has been processed.

How to Start a Return

To request a cancellation or return, please use our self-service Returns & Cancellations Portal, which can be accessed via our website. You'll need your order number and the email address used when placing your order.

If you're unable to access the portal, please contact us at hello@winnieloubeauty.com, and we'll be happy to assist you.

This policy is in addition to your statutory rights under applicable UK and EU consumer protection laws.