Refund policy

Last Updated: September 4, 2026

At our store, managed by RAQUEL LETE MERINO Y OTRO CB, we are dedicated to helping you express your unique beauty through precision eye makeup—ranging from ultra-fine eyebrow pencils and pigment-rich eyeshadow palettes to waterproof liquid eyeliners. We want you to adore every look you create with our products. However, if you are not entirely satisfied with your order, we offer a straightforward and hassle-free return and refund experience.

30-Day Guarantee & Return Window

We provide a 30-day return window, giving you 30 calendar days from the date your delivery is confirmed to request a return.

To maintain strict hygiene and safety standards for cosmetics used near the sensitive eye area, returned products must meet the following criteria:

  • Unopened & Unused: Products must remain in their original, unused condition with all protective plastic wraps, tamper-evident seals, tip guards, and outer boxes intact.

  • Original Packaging: Items must be returned inside their original, undamaged brand packaging.

  • Proof of Purchase: You must supply the original order number, invoice, or purchase confirmation email.

Please note: Due to health and hygiene regulations, any eye makeup products that have been opened, swatched, or tested are not eligible for return unless they arrived damaged or defective.

How to Request a Return

  1. Initiate Contact: Send an email to our Customer Care team at [email protected] within 30 days of receiving your package. Please detail your order number, the specific eye product you wish to return, and the reason for the request.

  2. Review & Authorization: Our support team will review your email. Upon approval, we will issue return instructions and confirm the official return facility address.

  3. Package & Ship: Carefully package the items so they are safe from breakage during transit. Send your parcel to our designated address:

RAQUEL LETE MERINO Y OTRO CB

Attn: Emilia Grasso – Return Department

Return Address: Av. de Logroño, 112

Contact Email: [email protected]

Note: Unless the return is due to our error (such as receiving a broken eyeliner or wrong eyeshadow shade), customers are responsible for paying their own return postage fees. We advise using a trackable shipping service, as we cannot be held responsible for packages lost in transit.

Damaged, Defective, or Wrong Items

Eye cosmetics require delicate handling. If your eyebrow pencil tip arrived snapped, your eyeshadow pan was shattered, or you received an incorrect shade:

  1. Capture clear photos or a short video showing the damaged product along with the shipping label on the package.

  2. Email us at [email protected] within 48 hours of package delivery.

  3. Once verified, we will arrange a complimentary replacement or issue a full refund at no additional cost to you.

Refund Inspection & Processing

Once your returned items reach our facility and undergo quality inspection:

  • We will send you an email confirmation letting you know whether your refund request has been approved.

  • Upon approval, your refund will be processed back to your original payment method within 5 to 10 business days.

  • Delayed Refunds: If you do not see the refund after 10 business days, please check with your credit card company or banking institution first. If you still require assistance, reach out to [email protected].

Exchanges & Final Sale Items

  • Exchanges: To swap an unused item for a different shade or product, the quickest path is to process a return for the original item and place a new order online.

  • Final Sale: Clearance items, gift cards, and promotional bundles are non-refundable.