Refund policy

Hi beauty qtpies,

Thanks for shopping with us! As our small but mighty team is building everything from the ground up, please excuse our not-as-flexible terms for the time being as we’re working to make this shopping experience as seamless and enjoyable as possible.

Love,

Fel & Ro

We currently do not offer refunds on International (non-US) orders

  • International customers should note that they are responsible for customs duties and fees
  • Our warehouse does not accept international returns or exchanges 

Domestic Orders

  • Returns or exchanges must be made within 14 days of your order date
  • Products must be new, unopened and in its original condition and packaging to be eligible for return or exchange
  • Any open and used items are not eligible for refund or exchange
  • Buyer is responsible for return and/or exchange shipping fees

To start a return, you can contact us at [email protected]. If your return is accepted, we’ll email you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Cancellations

Mistakes happen! Our customer service rep will try their best to process your cancellation but it can't be guaranteed since it takes time for message to travel and our warehouse might've fulfilled your order by then even though you didn't receive a shipping notification yet. 

Delays

Please allow us 1-3 business days to process your order. Shipping carriers are not providing guaranteed delivery dates and shipment delay claims are not currently accepted due to COVID-19.

For our international shoppers, keep in mind that customs processing times can vary and we cannot make any guarantees since this is mandated by your country's border control and outside of our jurisdiction, we will not be responsible for delays due to packages held at customs but we will definitely try our best to facilitate with the shipping carrier to get it to you as soon as possible.  

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. 

Damaged products is often due to rough handling in transit and shipping carriers can cover the losses with sufficient evidence. We can file a damaged package claim or you may also do it on your end since sometimes your local post office may want to inspect the parcel and damage.

It’s the buyer’s responsibility to make sure the shipping address is accurate. We are not responsible for lost or stolen packages, please consult your local post office. If not found, you may file a lost package claim or contact us to file the claim for you.

Exceptions / non-returnable items

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Please note that you will be responsible for any shipping fees. 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.