Please make sure to send an email to us at info@nougatlondon.comfirst, informing us of the issue you have encountered, and then follow the instructions of our customer service representative for the return and exchange process.
Please provide all products that need to be returned or exchanged, even if they are damaged or opened; Please include the sales receipts and invoices that were delivered with the products when returning or exchanging.
For your convenience, please provide your order number when calling our official online store hotline.
Due to the internal processes of banks and postal systems, it generally takes approximately 15-30 days for the refunded amount to be credited to your bank account or delivered to you by mail. We apologize for the inconvenience caused by this delay. However, since we have no control over the various links in the process, we hope for your understanding.
Return/Refund Process
Returning or exchanging ordered products. We only accept returns for products purchased from our website. For products purchased from other channels, please contact the original seller for return arrangements. If the external packaging of a product ordered from our website is damaged during delivery, please refuse to accept it and ask the courier to return it. If any of the following situations are discovered upon receipt of the goods, you can return the product unconditionally within 7 days from the date of signing:
1) Products that are different from those ordered by customers on the website, but do not affect secondary sales; 2) Products received that are already expired; For the above situations, we will refund the corresponding payment and bear the shipping fees incurred by the return.
Customers who purchase products on our website may request a return and refund within 60 days of receiving the product if they experience discomfort after use, but the following conditions must be met: 1) Provide a diagnosis report issued by a dermatology department of a second-level or higher hospital in mainland China. 2) The date of the diagnosis report must be after the customer has received the goods. 3) The diagnosis report clearly indicates that the discomfort is caused by this product. We will refund the corresponding payment in case of the above situations.
Product damaged Please inspect the carton for any damage that may have occurred during shipping when your order arrives. Some wear and tear to the shipping carton is normal, but if the products inside are damaged, please keep the packaging box, packing materials, and items inside, and contact us by email at info@nougatlondon.com.
Please provide your relevant order number, email address, and phone number for the fastest service.
