FREQUENTLY ASKED QUESTIONS
RETURNS
What happens if there’s something wrong with my order?
No worries! Just contact our help department with your order number, invoice, and email, and we’ll take care of that for you immediately!
While we take the greatest care to ensure that your order gets to you correctly, we take great pride in packing your orders ourselves, so mistakes can, unfortunately, happen!
Please note that, due to health concerns, we cannot accept any products which have been opened or used.
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Help! I’m missing an item from my order!
No need to panic! Contact our help team with your order number, email, and a copy of your invoice, and we’ll send the item out to you!
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I bought a product and I’ve decided I want to return it. How can I go about this?
Sorry you didn’t like your item! We’ll happily accept back any item within 30 days of purchase, and issue a refund back into your account.
There are a few things to keep in mind for your product to be eligible for return:
- Please ensure the package has not been opened, and that the hygiene seal is still intact.
- Any product which appears to have been used will not be eligible for refund or return.
- Any item returned must be in the original packaging.
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Returns are free of charge within Malta. You can return your product in-store at one of our locations, or through the post.
If you’re interested in exchanging, please make sure to provide proof of purchase with your return, and to specify which product you’d like as a replacement. Should the item be out of stock, we can offer alternative choices for you.
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My product was damaged in transit! What do I do?
Don’t worry! Please contact our help team to assist you. Provide your email address, order number, and a picture of the damaged item, and we’ll send you a new one, free of charge! We try to pack your items so that this doesn’t happen, but we’ve got your back if it does.
DELIVERY
How long will my delivery take to get to me?
We want you to get your orders as soon as possible, so we work in shifts to make sure that your delivery will be with you within 2-3 working days for deliveries to Malta (excluding the day of the order, so starting from the day after).
Please bear with us during busy periods as delivery times may be affected.
Do you ship internationally?
Yes we do!
My order hasn’t arrived yet. What do I do?
Although delivery should only take 2-3 days (excluding weekends and public holidays), if your parcel has been delayed for longer, please send an email to info@lucymakeup.com so that we can check on it for you.
What are your delivery charges?
Purchases over 50EUR can benefit from free delivery! Purchases below that are subject to a 5.50EUR delivery charge, regardless of location.
