FAQ

Customers may request a refund or product replacement under the following conditions:

1. Shipping Delays

Refunds or replacements may be issued when orders experience excessive shipping delays:

• International orders: Eligible if tracking shows the package stuck in transit, pending, or inactive for more than 60 days after shipment.

• Orders shipped within the United States: Claims may be submitted if delivery exceeds 45 days.

2. Damaged Items

If a product arrives damaged, VURV COSMETICS may provide either a replacement or a refund when the issue is reported within 30 days of delivery.

Customers must provide clear photo or video evidence showing the damage. In most cases, returning the damaged item is not required.

3. Incorrect or Missing Products

If an order arrives with the wrong item or is missing items, customers can request a replacement or refund. Verification requires photo or video documentation confirming the issue.

4. Order Cancellations

Orders canceled before they are processed or shipped qualify for a full refund.

However, refunds are not available for:

• Pre-order products that have already entered production

• Items with no proper documentations or proofs that it is broken and showing delivered but not received.

5. Subscription Billing Refunds

Refund requests for subscription charges must be submitted within 5 days of the billing date.

Approved refunds typically appear in the customer’s account within 5–10 business days, depending on the payment provider.

6. Delivered but Not Received Claims

If tracking indicates that an order has been delivered but the customer states they did not receive it, VURV COSMETICS may require an official non-delivery confirmation from the local postal service before processing a refund.

Refunds or replacements are generally not provided in the following circumstances:

• The order is marked as delivered and no official non-delivery documentation is provided.

• The request is based on personal preference or dissatisfaction unrelated to product defects or quality.

• The product itself is intact, but the outer packaging was damaged during shipping.

To submit a refund or replacement request, VURV COSMETICS requires supporting documentation such as:

• Photos or videos showing damaged, incorrect, or missing items

• Tracking information for delayed shipments

Email us at vurvcosmetics@gmail.com

In rare situations, such as packages seized by customs, VURV COSMETICS may evaluate the case individually. Occasionally, a one-time courtesy refund or replacement may be offered, but future claims will be handled strictly according to company policy.

Supporting documents, including your proofs of successful payments or tracking information, may be required in these cases.

We are responsible for handling refunds and returns directly with their customers.

Because VURV COSMETICS does not accept physical returns, we are gonna provide our return address if you wish or decide to return the proust despite refund has been made already. 

For approved cases, the recommended process is:

1. We are going to issue the refund to the customer first.

2.  Customers needs to submit proof of the refund (such as screenshots) to VURV COSMETICS to request for returning the items.

The policies implemented by VURV COSMETICS are designed to maintain fairness while preventing misuse of the refund system. Refunds are typically approved only when issues directly relate to fulfillment errors, such as:

• Shipping problems

• Damaged merchandise

• Incorrect or missing products