Returns & refunds

30 days to return unopened makeup. Damaged or wrong item? We make it right.

What you can return

• Makeup and lip products that are unopened, unused and still sealed in their original packaging — within 30 days of delivery.
• Tools and accessories (brushes, sponges, mirrors, cases) that are unused and in their original packaging — within 30 days of delivery.

What we can’t take back

For hygiene and safety, we can’t accept makeup that has been opened, swatched, tested or used — even once. It’s how we make sure every product you receive is brand new. Free gifts don’t need to be returned.

Damaged, defective or wrong item

Email us within 30 days of delivery with your order number and a photo. We’ll send a replacement or refund that item in full — you don’t need to send it back.

How to start a return

1. Email info@shineup.com.co with your order number and the items you’d like to return.
2. We’ll reply with return instructions and the return address. Please wait for our reply before sending anything — parcels sent without instructions can’t be processed.
3. Pack the unopened items securely and ship them with tracking.

Return shipping

For change-of-mind returns, return shipping is paid by you. If the item arrived damaged, defective or wrong, it’s on us.

Refunds

Once your return arrives and is checked, we refund the amount you paid for those items to your original payment method within 5 business days. Your bank may take a few more days to show it. If you bought with Mix & save or a code, the refund is the discounted price you actually paid for each item.

Exchanges

The quickest way to swap a shade is to return the unopened item and place a new order.

Cancellations

Changed your mind right after ordering? Email us within 12 hours — if your order hasn’t been processed yet, we’ll cancel it and refund you in full.

Questions

Email info@shineup.com.co. Real people reply within 24 hours, Monday to Friday.