Returns & Refunds

Last updated: October 25, 2026

30-day returns on unopened items

For standard, non-personalized products, request a return within 30 days after delivery. Items must be unused, unopened, in their original packaging and with any hygiene seals intact. Keep your order confirmation or proof of purchase.

Start a return

Email hello@hicandor.co with your order number and the items you want to return. We will provide return instructions and the correct return address. Please contact us before sending anything back; products may ship from different fulfillment locations.

For a change-of-mind return, the customer pays return postage. Original shipping charges are not refundable unless the return is due to our error, a defect or another situation where a refund is required by law. Use a tracked service and retain your receipt.

Opened products and custom orders

For hygiene reasons, opened or used cosmetics, lip treatments, skincare and fragrances are not eligible for change-of-mind returns. Personalized fragrances and products made to your individual specifications are also excluded from change-of-mind returns. These exclusions do not apply to damaged, defective or incorrectly supplied products or override applicable consumer rights.

Damaged, defective or wrong items

Contact us promptly after discovering a problem. Include your order number and, where possible, clear photos of the item and packaging. Keep the packaging while we review the issue. If an item arrives damaged, defective or incorrect, we will arrange an appropriate replacement or refund and cover any required return shipping.

Refunds

We will email you after inspecting a returned item. Approved refunds are issued to the original payment method within 10 business days. Your bank or payment provider may need additional processing time. For partial bundle returns, any refund is based on the amount actually paid for the returned items, with the bundle discount allocated proportionally.

Cancellations and exchanges

Contact us as soon as possible to request a cancellation. We cannot guarantee changes once production or fulfillment has started. To exchange an eligible item, contact us for return instructions and place a new order for the replacement.

Nothing in this policy limits statutory cancellation, refund or other rights that apply to your purchase.