Refund policy

Return & Refund Policy

At Essencedrop, we truly care about your experience and happiness with our products. Because we make cosmetics that touch your skin and lips, we take hygiene and safety very seriously - but we’re always here if something goes wrong.

Due to Hygiene, We Can’t Accept Used Returns

Since our products are applied directly to the skin and lips, we cannot accept returns on opened or used items, even if lightly tested. This helps us protect all our customers and comply with cosmetic safety regulations.

But We’re Here If There’s a Problem

If your order:

  • Arrived damaged
  • Contained the wrong item
  • Or something seems off

Please email us within 7 days of receiving it at info@essencedrop.co.uk with:

  • Your order number
  • A short note about the issue
  • A clear photo, if possible

We’ll review your request and do our best to make it right - usually by offering a replacement or a full refund.

Refunds

  • If a refund is approved, it will be processed back to your original payment method within 5–10 business days.
  • We’ll confirm by email once it’s on the way.

Lost or Delayed Deliveries

If your parcel hasn’t arrived within the estimated time, please get in touch and we’ll investigate and help sort things out.

Exchanges

We do not currently offer exchanges. If there’s a problem with your order, we’ll be happy to issue a refund or send a replacement if eligible under our return policy.

Our Promise

Essencedrop is a small, caring business built on trust. While we can’t accept used returns, we will always listen and support you if something’s gone wrong with your order.

Please Note

  • Due to hygiene reasons, we are unable to accept returns of opened or used cosmetics.
  • Always review ingredient lists before use. We cannot guarantee compatibility with all skin types.
  • All returns must be approved by our team before sending anything back. Unauthorized returns may be returned to sender at your expense.
  • We do not currently offer exchanges. If eligible, we’re happy to issue a refund or send a replacement.
  • We reserve the right to refuse refunds or replacements for cases that fall outside this policy or appear to be abusive.
  • If something’s not right, just reach out - we promise to handle each case with care and fairness.

Thank you so much for your understanding and support 💛