Returns & Refunds

The short version

If something arrives damaged, faulty or is not what you ordered, tell us within 48 hours of delivery and we will replace it or refund you.

What we can accept

• Items damaged in transit
• Wrong item or wrong shade sent
• Items missing from your parcel
• Sealed items that are unopened and unused, in original packaging

What we cannot accept

For hygiene and safety reasons, we cannot take back cosmetics or skincare that have been opened, used, swatched or had their seal broken — unless the product itself is faulty. This is standard across the beauty industry and is not something we can make an exception to.

We also cannot accept returns simply because a shade did not suit you. Shade names and photographs are shown as supplied by the brand, and screens vary.

How to raise a claim

Email team@douyinshop.in within 48 hours of delivery with:

• Your order number (for example #DYS4807)
• A photograph of the item and the outer packaging
• An unboxing video, if you have one — it settles damage claims quickly

Refunds

Approved refunds go back to the original payment method through Razorpay. Once we process it, banks usually take 5–7 working days to show the money in your account.

Shipping charges are refunded only where the fault was ours.

Cancellations

You can cancel an order any time before it is dispatched — email us and we will refund it in full. Once a parcel has been handed to the courier it can no longer be cancelled.