Refund policy
At OpalFace, we take pride in the quality of our products. As many of our items are made-to-order, we have specific guidelines for refunds, returns, and replacements.
1. Damaged, Defective or Incorrect Items
If your item arrives damaged, misprinted, or defective, please contact us within 30 days of receiving your order.
We will cover all costs associated with replacing or refunding items where the issue is confirmed to be our fault.
To submit a claim, please provide:
- Your order number
- A description of the issue
- Clear photos of the product
2. Lost in Transit
If your order appears to be lost in transit, you must submit a claim within 30 days of the estimated delivery date.
We will investigate and, where appropriate, offer a replacement or refund.
3. Incorrect Shipping Address
If an incorrect or incomplete address is provided at checkout:
- The parcel may be returned to our facility
- You will be responsible for reshipping costs once the correct address is confirmed
Please double-check all shipping details before placing your order.
4. Unclaimed Shipments
If a shipment is not claimed and returned:
- You will be responsible for the cost of reshipping the order
- If reshipping is not arranged, items may be held for up to 30 days
- After 30 days, unclaimed items may be donated to charity without refund
5. Returns & Change of Mind
Because our products are made to order:
- We do not offer refunds for change of mind, incorrect sizing, or buyer’s remorse
- Size exchanges or discretionary returns (if offered) are at your expense
- A new order will need to be placed for replacement items
We strongly recommend checking sizing guides before purchasing.
6. Non-Returnable Items
For hygiene and safety reasons, certain items cannot be returned, including:
- Face masks or sealed goods once opened
These items will not be eligible for refund, return, or reshipment.
7. Customer-Initiated Returns
Customers must contact us before returning any items.
Unauthorised returns may not be accepted or processed.
8. Special Conditions (Brazil Customers)
Customers in Brazil may request a return within 7 days of receiving the item, provided:
- The item is unused and undamaged
- A photo is submitted for assessment
Refunds will not be issued if the product shows signs of use or damage.
9. EU Consumer Notice
Under EU law, returns may not be accepted for:
- Custom-made or personalised products
- Sealed goods that are unsealed after delivery (for hygiene reasons)
We reserve the right to refuse such returns.
10. Returns Handling
Returned items are sent to our fulfilment facility.
- You will receive an email notification once a return is received
- Unclaimed returns are held for 30 days only
11. Policy Interpretation
This policy is governed and interpreted in accordance with the English language, regardless of any translations.
Contact Us
For all refund or return enquiries, please contact our support team with your order details and supporting images.