Refund & Return policy

Last updated: [12/12/2025]

Thank you for shopping with Flaurielle. We want you to feel confident and cared for when you buy from us. If there is an issue with your order, we’re here to help.

This policy applies to purchases made on flaurielle.com by customers in the United States.

1. Return Window

You can request a return within 30 calendar days from the date your order is marked as delivered by the carrier.

If more than 30 days have passed since delivery, we are unfortunately unable to offer a refund or return, except where required by law.

2. When You Can Request a Return

Because our products are personal-care and grooming devices, we accept returns in the following situations:

  • Damaged on arrival
    The product or packaging is visibly damaged when you receive it.

  • Defective or not working properly
    The device does not function as intended under normal use.

  • Incorrect or incomplete order
    You received the wrong product, color or model, or one or more items are missing.

  • Not satisfied within 30 days (case-by-case)
    If you are not happy with your Flaurielle purchase within 30 days of delivery, please contact us.
    For hygiene reasons, this applies only to products that are unused or lightly used and in good condition. We may ask for photos or a short video to understand the issue before approving a return.

We review each request individually and will work with you to find a fair solution in line with this policy.

3. When We Cannot Accept a Return

To protect our customers and meet hygiene standards, we generally cannot accept returns in the following cases, unless the item is defective or there was an error on our part:

  • Grooming devices or accessories that are heavily used, damaged from misuse, or not in their original condition

  • Opened skincare or oils where the issue is not related to quality

  • Items marked as final sale, non-returnable, or free gifts/promotional items

  • Products not purchased directly from flaurielle.com

  • Return requests made more than 30 days after the date of delivery

Gift cards are non-refundable.

4. Return Shipping Costs

If the issue is a Flaurielle error (damaged, defective, incorrect, or incomplete order):

  • We cover the return shipping cost, either by providing a prepaid return label or by reimbursing reasonable return shipping expenses after we receive the item and proof of postage.

  • We may also offer to send a replacement at no additional cost instead of a refund, depending on your preference and stock availability.

If the return is for change of mind / not satisfied (non-defective items):

  • You are responsible for the return shipping cost.

  • Original shipping fees paid on your order are non-refundable.

We recommend using a trackable shipping service for all returns. Flaurielle is not responsible for returns lost in transit without proof of delivery.

5. How to Start a Return

Before sending anything back, please contact our support team:

Email: contact@flaurielle.com
Subject line: “Return Request – Order #[your order number]”

In your email, please include:

  1. Your full name and order number

  2. A brief description of the issue

  3. Clear photos or videos showing:

    • the product and packaging, and

    • any damage, defect, or incorrect/missing item (if applicable)

Our team will review your request and reply with:

  • whether your return has been approved, and

  • detailed return instructions (including any prepaid label, if applicable)

Please do not send products back without contacting us first. Unauthorised returns may be refused.

6. Condition of Returned Items

All returned items must:

  • Be sent back in their original packaging where reasonably possible

  • Include all accessories, manuals and any bonus items that came with the product

  • Match the condition described and approved in your return request

If an item is returned used, damaged, or missing parts for reasons not due to our error, we may issue a partial refund or no refund.

7. Refunds

Once your return is received and inspected, we will email you to confirm approval or rejection of your refund.

If approved:

  • We aim to process the refund within 3–5 business days.

  • The refund will be issued to your original payment method (via Shopify Payments).

  • Depending on your bank or card issuer, it may take an additional 5–10 business days for the refund to appear on your statement.

Original shipping charges are non-refundable, except where a full refund is required by law due to our error.

8. Exchanges

We do not offer direct “item-for-item” exchanges.

  • For damaged, defective, or incorrect items, we can send a replacement of the same product (subject to availability) or issue a refund, depending on your preference and this policy.

  • For other reasons, once your return (if eligible) is approved and refunded, you can place a new order for the item you want.

9. Order Issues & Lost Packages

If your tracking shows “delivered” but you haven’t received your package:

  1. Double-check the shipping address on your order confirmation.

  2. Check with household members, neighbors, or your building management.

  3. Contact the carrier with your tracking number for more details.

If you still cannot locate your package, please email us at contact@flaurielle.com with your order number and tracking details. We’ll help investigate and determine the best next steps on a case-by-case basis.

10. Your Rights

Nothing in this Refund & Return Policy is intended to limit any rights you may have under applicable US consumer protection laws. If any part of this policy conflicts with mandatory law, that law will apply.