Refund policy

At DLADY, we want you to feel confident when shopping for your skincare and beauty essentials. If you receive an incorrect, damaged, leaking, or defective product, we are here to help. Please review our refund and replacement policy below before submitting a request. 

1. Refund & Replacement Eligibility 

Refund or replacement requests must be submitted within 3 days of receiving your order. Requests submitted after this period may not be eligible for consideration. To help us resolve your concern quickly, please contact our customer support team with your order number and clear photos of the product and the issue. 

2. When Are Refunds or Replacements Available? 

You may be eligible for a refund or replacement if: 
* You received a damaged, leaking, or defective product. 
* You received the wrong product or variant. 
* An item is missing from your order. 
Each request will be reviewed by our team before a refund or replacement is approved. 

3. Products Not Eligible for Refund or Replacement 

Refunds or replacements are generally not available for: 
* Products that have been opened, used, or tampered with, unless the product is confirmed to be defective. 
* Change-of-mind requests after delivery. 
* Delivery delays caused by courier partners or circumstances beyond DLADY’s control. 
For hygiene and product-safety reasons, opened or used skincare and cosmetic products cannot generally be returned unless there is a verified product defect. 

4. How to Request a Refund or Replacement 

To submit a refund or replacement request, contact us within 3 days of receiving your 
order: 
Email: support@dladycosmetics.com
WhatsApp: 0324-8884024 
Please provide: 
* Your order number 
* A brief description of the issue 
* Clear photos of the product and packaging 
* Any other information requested by our support team 
Once your request has been reviewed and approved, we will guide you through the next steps. 

5. Refund Processing 

Approved refunds will be processed to the original payment method, where applicable. In some cases, store credit may be offered as an alternative. Approved refunds are generally processed within 7–10 business days. The time required for the amount to appear in your account may vary depending on your payment provider or bank. 

6. Return Shipping 

If a return is approved due to an error on our part, including a wrong, damaged, or defective product, DLADY will cover the applicable return shipping costs. For requests that do not qualify under our refund or replacement conditions, return shipping costs may not be covered by DLADY. 

7. Important Information 

Please inspect your order as soon as you receive it. If there is any issue with your DLADY skincare or cosmetic order, contact our support team within the 3-day eligibility period so we can review and assist you as quickly as possible.