Cosmetics are personal-care products, so what we can take back is limited by hygiene and safety rather than by preference. This page sets out exactly when we refund, when we accept a return, and when we can offer store credit.
Last updated: 12 August 2026
The short version
- Refunds — where an order you paid for was not delivered.
- Returns — where we sent you the wrong product.
- Store credit — considered case by case, at our discretion.
We do not accept returns simply because you changed your mind. Once a cosmetic product has left us and been opened or used, it cannot be resold safely, and that is the reason for the limit.
If your order was not delivered
If you paid for an order and it does not reach you, tell us and we will refund it in full.
Please allow the delivery estimate to pass first. International orders are normally delivered within two to three weeks, and customs clearance can add time we do not control. If that window has passed and nothing has arrived, contact us with your order number and we will investigate with the carrier.
Refunds are issued to the original payment method. Once we approve a refund it is processed promptly; how quickly it appears on your statement is set by your bank or card issuer, not by us.
If we sent you the wrong product
If what arrived is not what you ordered, we will put it right. Contact us within a reasonable time of delivery with your order number and, if you can, a photograph of what you received.
We will arrange for the correct product to be sent. Please keep the item you received in its original condition and packaging until we have told you what to do with it — do not open or use it, as an opened product cannot be exchanged.
Store credit
Outside the two situations above, we may be able to offer store credit. This is considered case by case and is at our discretion rather than an entitlement. If you think your situation warrants it, write to us and explain what happened — we would always rather hear from you than have you go away unhappy.
If a product is faulty or damaged
Your legal rights are not affected by anything on this page.
If a product arrives damaged, is defective, or is not as described, contact us and we will put it right. Please tell us as soon as you reasonably can, and keep the product and its packaging so we can see what happened. This is separate from our discretionary store credit; it is a right you have under consumer law.
What we cannot accept
For hygiene and safety reasons we cannot accept the return of a product that has been opened or used, unless it is faulty, damaged or not what you ordered. This is standard practice for cosmetics and exists to protect every customer, since a returned personal-care product cannot be verified as safe to resell.
We also cannot take responsibility for a reaction to a product whose ingredients are listed on the product page. Please patch test before first use and read the ingredient list if you have known sensitivities — the guidance is set out in our Terms of Sale and Use.
How to contact us
Email [email protected] with your order number, or call +1 (876) 305-3139. Please include a photograph where the product arrived damaged or was the wrong item — it lets us resolve things in one exchange rather than several.
Kihara Cosmetics, 5 Ruthven Road, Kingston 10, Jamaica, W.I.