Return & Refund Policy

Last Updated: October 15, 2023

1. Returns & Exchanges Eligibility

  • 14-Day Return Policy (EU Compliance):
    You may return most unopened and unused cosmetics within 14 days of receiving your order for a full refund or exchange, as required by EU consumer law.

  • US & Other Regions:
    For customers outside the EU, returns are accepted within 30 days of delivery.

Non-Returnable Items:

  • Opened or used cosmetics, skincare, or personal care products (for hygiene reasons).

  • Items damaged due to misuse or not in original packaging.

2. How to Initiate a Return

  1. Contact Us First:
    Email support@kustie.shop or call +1 650-758-7479 within the return window to request a Return Authorization (RA) number.

  2. Package the Item:
    Securely repackage the product in its original box with all seals intact.

  3. Ship It Back:
    Mail the item to our returns center (address provided upon RA approval).

3. Refund Process

  • Timing:
    Refunds are processed within 7 business days after we receive and inspect the returned item.

  • Method:
    Funds will be refunded to your original payment method.

  • Shipping Costs:

    • EU Customers: Return shipping fees are your responsibility unless the item is defective or incorrect.

    • Non-EU Customers: Return shipping is at your expense.

4. Defective or Incorrect Items

If you receive a damaged, expired, or wrong product:

  1. Notify Us Within 3 Days:
    Send photos/video to support@kustie.shop.

  2. Free Return & Replacement:
    We will cover return shipping and send a replacement or full refund.

5. Exchanges

Exchanges are subject to product availability. Contact us before returning.

6. Final Sale Items

Clearance or discounted items marked “Final Sale” cannot be returned.

7. Contact Us

For return-related questions: