We want every order to feel like the right decision. If it isn't working for you, tell us and we'll make it right. No stress, no hassle.
You have 30 days from the day your order arrives to let us know it isn't right.
It's fine if you've already opened it and used it a few times. We'd rather you did. There's no real way to know whether a shade suits you until it's on your face.
Email support@awakenbeautylab.com with your order number, or simply reply to any email we've already sent you. It comes straight to us and we read every one.
There's no portal to log into, and no return number or authorization code to chase. One email is genuinely all it takes.
Please do get in touch before posting anything back to us. We can't always match up a parcel that turns up with no warning, and we'd hate for your return to go astray.
Tell us what happened and we'll take care of it.
A photo helps if you have one handy, but we won't hold things up over it. In most cases we'll offer to send a fresh one straight out, free, with nothing for you to send back. If you'd rather just have your money back, say so and that's completely fine too. We won't try to talk you round.
This is the easiest fix we have, and it costs you nothing.
You don't need to work out which shade you want. Just tell us whether it's reading too dark or too light, and we'll send the one next to it, free of charge. There's nothing to return, so you keep what you already have.
If you're already on our lightest or our darkest and it still isn't right, there's no shade beyond those, so we'll sort out a refund for you instead.
Most refunds don't require you to send anything back.
Depending on what's going on, we'll either arrange a return or refund you right away and let you keep the product, minus a small convenience fee. We'll always tell you the exact amount and get your go ahead first. Nothing gets decided for you.
Once your refund is issued it goes back to your original payment method, and usually shows up within 5 to 10 business days depending on your bank. If it's been longer than that, reply to us and we'll look into it right away.
If you paid shipping on your order, that charge isn't refundable.
If you need to change your shipping address, fix something at checkout, or cancel altogether, email us as quickly as you can and we'll catch it if we can.
Once an order has left us we can't pull it back. If that happens, your 30 days simply start the day it arrives and everything above still applies.
And if you accidentally placed the same order twice, tell us and we'll cancel the duplicate and refund it in full.