Returns and refunds

Start with the store

Because orders are placed and fulfilled by partner stores, refunds and replacements go through them. Their return window, prepaid label rules and refund timing all apply. Nothing needs to be sent to this catalog, and parcels posted to our office address will not reach anyone who can process them.

Opened cosmetics

Skincare is treated differently from most goods. Many stores accept an unopened, sealed product within their standard window, and take a case-by-case view once a tube has been used. If a formula did not suit the skin it went on, say so plainly when you open the request; that is a common outcome with sensitive skin and stores deal with it regularly.

Damaged or wrong items

Photograph the parcel before unpacking further, including the outer box and the label. A cracked pump or a leaking tube is resolved quickly with a photo and usually does not require the item to be returned at all.

Bundles and sets

A bundle is normally returned as a whole. Keep the outer packaging until you are sure you are keeping the set, because a partial return of a two-item box tends to be refused.

Refund timing

Once a return is accepted, the refund follows the store's schedule and lands back on the original payment method. Bank posting adds a few days on top of the store's own processing time.

If you cannot get an answer

Write to care@atopalm-care.pages.dev with the store name and order date. We cannot open or refund an order, but we can point you to the right policy page and, where a listing on this site turned out to be wrong or out of date, we can fix it.