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Shipping and Returns

Please keep in mind that the products you are buying are handmade and naturally derived, so they tend to have variations from batch to batch (slight changes in color, for example).

RETURNS

Our return policy varies depending on whether your product was customized or not, due to the different nature of the items. We want you to be a happy customer, so we will make our best effort to hear your reasons and work something out with you.

Any sale items are final sale and not returnable.

RETURN POLICY FOR CUSTOMIZED PRODUCTS

Your custom-made product is addressed to your unique needs, thus we will evaluate from case to case whether a refund is applicable (see section 1.1). In alternative to a refund, you can opt to replace the product with a store credit/discount code matching the amount described in section 1.1. 5)

In the special case of a simple change of mind, as these are customized items, we cannot accept returns and issue refunds.

1.1. RETURN PROCEDURE FOR CUSTOM-MADE PRODUCTS

Less than 25% of a product can be used to qualify for a return. If more than 25% of a products has been used, it will not be accepted for a refund.

Before returning your product:

1) Please contact us at sales@stubborncosmetics.com with the words “Return CM” and your order number for the email subject line. Your email must specify order number, customer name, descriptions of the products and the reason for asking to return the product.

2) Upon agreeing with the reasons behind the return, we will proceed by sending you an email with a Return Label. Unauthorized returns will not be accepted and credited. The acceptance of the return and issuance of a refund is at our discretion.

3) Please make sure you pack the product with our return label clearly and firmly attached to the box. We cannot accept liability for returned goods lost in transit.

4) Upon receiving the return request, we will contact you to complete the procedure.
 If you opted for a refund, the amount refunded will be the purchase price, excluding shipping fees (delivery and return) and minus a 35% formulation and manufacturing fee. The refund will be issued to the original payment method.

5) In alternative to a refund, we would like to offer you the option of replacing the product with a store credit/discount code that matches the purchase price, excluding the shipping fees (delivery and return) and minus a 20% formulation and manufacturing fee. Store credit/discount code is valid for 4 months and can be used once only.

2. RETURN POLICY FOR NON-CUSTOM PRODUCTS

Due to health and hygiene reasons, Stubborn Cosmetics will accept returns only of unused and unopened products within 20 days from delivery date. All opened and used items cannot be returned or exchanged.

Before returning your product:

1) Please email us at sales@stubborncosmetics.com with the words “Return NC” and your order number for the email Subject Line. Your email must specify order number, the name, descriptions of the goods and the reason for asking to return the product.

2) Upon agreeing with the reasons behind the return, we will proceed by sending you an email with a Return Label. Unauthorized returns will not be accepted and credited. The acceptance of the return and issuance of a refund is at our discretion.

3) Please make sure you pack the product with our return label clearly and firmly attached to the box. We cannot accept liability for returned goods lost in transit.

4) Upon receiving the return, we will contact you to complete the procedure. 
If you opted for a refund, the amount refunded will be the purchase price, excluding shipping fees (delivery and return). The refund will be issued to the original payment method.

5) In alternative to a refund, you can opt to replace the product with store credit/discount code that matches the purchase price, minus the shipping fees (delivery and return). Store credit/discount code is valid for 4 months and can be used once only.

3. DAMAGED, FAULTY, OR WRONGLY DELIVERED GOODS

The return policy for damaged, faulty or wrongly delivered goods is valid for both custom and non-custom products.

We will offer you a refund of the full purchase price, including the cost of shipping (delivery and return) if the products: have been damaged on delivery, are in a faulty condition, or have been delivered to you in error.

This is provided that the goods are returned to us, and that it is agreed that the items have not suffered damage after delivery or have not been misused or used other than in accordance with the instructions or the problem is not due to normal wear and tear.

Alternatively, instead of a refund, you can choose to replace the products with the same or a similar product (subject to stock availability) in case of non-custom products, or same formulation in case of a custom product.

Damaged items must be reported to sales@stubborncosmetics.com within 48 hours of delivery to be eligible for a refund. Please save your package, take photos, and contact us immediately.

Before returning your product:

  1. Please contact us at sales@stubborncosmetics.com with the words “Return DFW” and your order number for the email subject line. Your email must specify order number, your name, descriptions of the goods and a description of the issue.
  2. Upon agreeing with the reasons behind the return, we will proceed by sending you an email with a Return Label. Unauthorized returns will not be accepted and credited. The acceptance of the return and issuance of a refund is at our discretion.
  3. Please make sure you pack the product with our return label clearly and firmly attached to the box. We cannot accept liability for returned goods lost in transit.
  4. Upon receiving the return, we will contact you to complete the procedure.

4. ORDER CANCELLATION

We work hard to make sure our products get to you as quickly as possible. Upon confirmation of every single order, we start work immediately. This means that there is only a very small window of time where we can catch your order before it is shipped out. Please email us at sales@stubborncosmetics.com as soon as possible with the subject line “Cancellation” and your full name and order number. We’ll let you know what we can do!

Customized Product Orders:
 In case you purchased customized products and we have started manufacturing them, we regret that we are not able to carry out the cancellation. 

In the event the cancellation is requested before manufacturing, you can choose to receive:

  1. A refund that amounts to the purchase price, minus a 15% formulation fee.
  2. Store Credit/Discount code that amounts to the purchase price, minus 10% formulation fee.

ORDERS & SHIPPING

Non-custom orders are processed within 1-2 business days. During peak times and promotions, this time might extend to 3 days.
Custom orders will be handcrafted within 3 business days and then dispatched.
 All the domestic orders will take between 2 and 10 days to reach you after dispatch, depending on the shipping method chosen:

USA

  • Standard Shipping Delivery Time: 2-5 business days – 4 USD
  • Priority shipping Delivery Time: 1-3 business days – 7 USD

Holiday/peak season may affect the delivery dates.

INTERNATIONAL (outside USA)

  • Standard Shipping Delivery Time: Between 6-15 days – 16 USD

For some countries, the USPS online tracking page will only show progress while the package is still in the US. Once the package enters the country of delivery, please use your local postal service’s website to track your delivery.

  • Priority Shipping Delivery Time: 6-10 business days – 33 USD

For international orders, all prices shown online are in USD. Payment will be processed in the most current exchange rate and will appear so on your bank statement.

CANADA

  • Standard Shipping Delivery Time: 5-7 business days – 12 USD
  • Priority shipping Delivery Time: 5-6 business days – 24 USD

PLEASE NOTE: 
Stubborn Cosmetics is not responsible for lost packages after they have left the USA.

Some countries charge additional customs fees or import duties on merchandise from overseas. Unfortunately, these charges are beyond our control and are the customer’s responsibility. Stubborn Cosmetics is not responsible for customs charges. Nor are we responsible for packages that are refused due to high duties and taxes; packages that cannot clear customs due to country restrictions; or any additional package delays.

After you receive package tracking, it is your responsibility to track the progress of the package, as you will not always be notified of customs holding your package. If you decide to refuse your package or not pay the duties, it will be sent back to us.

If the package is sent back, you will not be issued with a refund when the package is received by us.

You will be issued store credit/discount code as follows:

  • Non-custom products: store credit/discount code for the value of the products purchased only, less any shipping paid.
  • Custom products: store credit/discount code that matches the purchase price, excluding the shipping fees (delivery and return) and minus a 20% formulation and manufacturing fee.

Store credit/discount code is valid for 4 months and can be used once only.

The cost of shipping is paid directly to the shipping provider, and therefore is not refundable.

We are legally obligated to declare the type (e.g. “merchandise”) and value of each parcel accurately. We are unable to misrepresent your purchase for the purpose of reducing import duties or tax fees.

For more information on potential charges incurred, please contact the relevant authority in your country.