Return & Refund Policy

At Boudoir Cosmetics, we want you to be happy with your purchase. If you change your mind about an eligible product, you may request a return within 14 days of receiving your order, subject to the conditions below.

Return Eligibility and Inspection

For eligible online purchases, you may withdraw without giving a reason within 14 calendar days. The period starts on the day after you, or someone designated by you other than the carrier, receives the goods. For goods from one order delivered separately, it starts after receipt of the last item.

You may open ordinary outer packaging and inspect goods as you would in a shop. Please retain the packaging and tags where reasonably possible. Opening ordinary packaging alone does not remove your statutory right of withdrawal.

You are responsible for any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the product. Wearing, washing, cutting, colouring or altering hair extensions may cause such a reduction in value.

Sealed Hygiene Products

The statutory hygiene exception applies only to goods that are genuinely unsuitable for return for health protection or hygiene reasons, supplied sealed, and unsealed after delivery. Where that exception applies, the product page will explain the restriction before purchase. An ordinary shipping bag or box is not automatically a hygiene seal.

Your rights regarding defective, damaged or incorrectly supplied products remain unaffected, including when a product has been opened.

Contact Us Before Sending Your Parcel

Please email info@boudoirponytails.com before sending any return parcel. Include your order number and the items concerned so we can identify your return and provide the correct instructions. Simply posting a parcel back, without a clear withdrawal notice, does not by itself notify us that you wish to withdraw.

For voluntary returns outside your statutory rights, prior written agreement is required; unsolicited parcels do not automatically qualify for a refund or store credit. This does not affect a valid statutory withdrawal or your rights concerning faulty products.

How to Request a Return

To request a return, please email us at info@boudoirponytails.com or use our contact form within 14 days of receiving your order.

Provide your name, order number and a clear statement that you wish to withdraw. A reason or photographs are not required to exercise a statutory right of withdrawal. Photos can help us resolve a damaged or incorrect item.

After notifying us, send eligible goods back within a further 14 calendar days. Contacting us first helps us provide the correct return instructions, but your statutory withdrawal does not depend on our approval.

Return Address

Send return parcels to: Excellence Retail Development (Boudoir Cosmetics), Crooswijkseweg 108, 3034 HP Rotterdam, Netherlands. Please email info@boudoirponytails.com before dispatch so we can identify your return. Include your order number inside the parcel.

Return Shipping Costs

Customers are responsible for all return shipping costs when returning an item due to a change of mind, including choosing the wrong color, style or product. For withdrawal from an entire order, we also refund the cost of our least expensive standard outbound delivery option. Extra charges for a premium delivery service are not refundable. Outbound delivery costs generally do not need to be refunded when only part of an order is returned.

If you received an incorrect, damaged or defective product, Boudoir Cosmetics will cover the reasonable return shipping costs.

Damaged, Defective or Incorrect Products

Please inspect your order as soon as you receive it.

If your product arrives damaged, defective, leaking, or you receive an incorrect item, please email info@boudoirponytails.com or use our contact form as soon as possible.

Please provide your order details and clear photographs of the product and packaging so that we can assess the issue and provide an appropriate solution.

Your statutory rights regarding faulty or non-conforming products remain unaffected.

Exchanges

If you would like a different color, style or product, please request a return for the original eligible item.

For voluntary exchanges, once the returned product has been received, inspected and approved, we may issue store credit, which can be used toward a new purchase.

This does not replace any statutory right to a monetary refund where such a refund is required by applicable consumer law.

Refunds

For a valid statutory withdrawal, we refund the payments due without undue delay and no later than 14 calendar days after your withdrawal notice. We may withhold reimbursement until we receive the goods or you provide evidence that you have sent them back, whichever happens first.

Refunds are made to the original payment method unless you expressly agree otherwise, with no refund fee. Statutory refunds will not be replaced by store credit without your agreement. Your payment provider may need additional time to display the credit.

For a return voluntarily accepted outside your statutory rights, any store-credit arrangement will be agreed with you separately.

Pre-Orders

Pre-ordered products are expected to be dispatched within approximately 4 weeks from the date the order is placed, unless a different estimated dispatch date is stated on the product page.

If your order contains both in-stock and pre-order products, the entire order may be shipped together once all products become available.

Express shipping does not apply to pre-order products. If express delivery is selected for an order containing a pre-order item, the applicable shipping method may be adjusted accordingly.

Incorrect or Incomplete Shipping Address

Customers are responsible for providing a complete and accurate shipping address when placing an order.

Please carefully check your name, street, house/apartment number, postal code, city and country before completing your purchase.

Boudoir Cosmetics cannot be held responsible for failed delivery, delays or delivery to an incorrect location caused solely by incorrect or incomplete address information provided by the customer.

If you notice an error in your address, please contact us as soon as possible. We cannot guarantee that an address can be changed once an order has been processed or dispatched.

Important Notice

Nothing in this Return & Refund Policy is intended to limit or exclude any mandatory consumer rights available under the laws applicable to your purchase.

By placing an order with Boudoir Cosmetics, you acknowledge that you have had the opportunity to read and understand this Return & Refund Policy before completing your purchase.

Model Withdrawal Form

You may use the following form, but its use is not compulsory. Send it by email to info@boudoirponytails.com, addressed to Excellence Retail Development (Boudoir Cosmetics), Crooswijkseweg 108, 3034 HP Rotterdam, Netherlands.

I/We hereby give notice that I/We withdraw from my/our contract for the sale of the following goods:
Goods and order number:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Date:
Signature of consumer(s), only if submitted on paper.
Delete whichever wording does not apply.