RETURN AND REFUND

F.A.Q.

Dear OUMÉistry's ladies,

At OUMÉ, we take great care in packaging and delivering our products to ensure they arrive safely and in perfect condition. As all OUMÉ eyeshadow palettes are sealed for hygiene and quality assurance, our delivery and return policy is designed to protect both our customers and our brand.

Shipping & Delivery

We work with reliable courier partners to ensure timely delivery of your order.

Processing time: 1–3 business days
Estimated delivery time: 2–8 business days (depending on location)
Delivery is made Monday to Friday, excluding public holidays
Once your order is dispatched, tracking details will be sent via email

Please note that delivery times may vary during peak periods, promotions, or due to unforeseen courier delays.

Shipping Responsibility

Once your order has been successfully delivered to the shipping address provided at checkout, responsibility for the parcel transfers to the customer.

OUMÉ is not liable for:

Parcels marked as delivered by the courier but not received
Parcels lost or stolen after delivery (e.g. from mailboxes, porches, or reception areas)
Delivery issues caused by incorrect or incomplete shipping addresses

Customers are strongly advised to ensure shipping details are accurate at checkout.

Returns & Refunds

Due to hygiene and safety reasons, OUMÉ, refunds are NOT ALLOWED. Every payment made is considered final.

All items cannot be returned once opened. The seal must not be tampered with or broken in any way. Once goods are opened and seal is broken, they are considered sold.

Items bought during promotions, special deals and events, are not eligible for return or exchange.

Failed or Refused Deliveries

If an order is:

Refused by the customer, or
Returned due to unsuccessful delivery attempts or incorrect address

The customer will be responsible for all shipping and return costs, even if the original order qualified for free shipping. These costs will be deducted from any eligible refund.

Mandatory Unboxing Video Requirement (Strict Policy)

To avoid fraudulent claims and ensure fairness:

All damage, missing item, or incorrect item claims must be supported by a clear, continuous unboxing video.

The video must be recorded continuously from the moment you begin opening the parcel until the products are fully revealed and inspected. If the product is damaged or broken, the video must clearly capture the condition immediately upon opening.

Claims without a valid unboxing video will not be accepted, including:

Damaged items
Missing items
Incorrect items received

This policy is strictly enforced.

Damaged or Defective Items

If your item arrives damaged or defective:

Provide:

Order number
Clear photos of the damage
Mandatory unboxing video

If damage is verified and meets our criteria:

Return shipping will be covered by OUMÉ
You may receive a replacement or refund (subject to availability).

Damage caused after delivery or due to customer handling is not covered.