Refund policy
We want you to be confident in what you've bought. Here's exactly where you stand.
Change of mind
You have 14 days from receiving your order to request a return, for any reason.
To qualify:
- The item must be unopened and unused, with the seal intact
- It must be in its original packaging
- You'll need your order number or proof of purchase
This applies to skincare for the same reason it applies everywhere in the industry — once a seal is broken, the product can't be resold. We're not able to make exceptions here.
To start a return, email info@costellohomme.com with your order number. We'll confirm whether it's eligible and send you the return address. Items sent back without contacting us first won't be accepted.
Return postage is the customer's responsibility for change-of-mind returns.
Faulty, damaged, or incorrect items
If something's wrong on our end, that's on us.
Inspect your order when it arrives. If an item is faulty, damaged in transit, or not what you ordered, email info@costellohomme.com within 14 days with your order number and a photo of the issue. Once confirmed, we'll cover return postage and send a replacement or refund — whichever you'd prefer.
Refunds
Once we've received and inspected a return, we'll confirm by email whether it's approved.
Approved refunds are returned to your original payment method within 10 business days. Your bank may take a few additional days to show it. If 15 business days pass with no refund after approval, email us and we'll chase it down.
Non-returnable
Once a seal is broken, the product has been used and can't be returned for hygiene reasons — this applies even within the 14-day window, in line with UK Consumer Contracts Regulations. We don't accept returns on sale items or gift cards.
Exchanges
If you ordered the wrong product, return the unopened item under the change-of-mind policy above and place a new order. This is the fastest way to get the right product to you.
Return address
Unit 7, Bowles Well Gardens Industrial Estate, Folkestone, Kent, CT19 6PQ
This policy reflects your rights under the UK Consumer Contracts Regulations 2013. Nothing here affects your statutory rights.