Terms, Conditions and Legal Bits & Pieces

Change of mind: altering or cancelling orders that have already been placed

If you have placed an order but have changed your mind and wish to alter it or cancel it then please email us immediately at store@empresscosmetics.com or ring us on 00 353 (0)86 88 99 168. If we have not already packed and dispatched your order then we will update or cancel your order and amend or refund your payment. Please note that we try to dispatch the same day all orders that are received before 11 am. However, we do not always manage this during busy periods so please do get in touch if you would like to amend your order. For hygiene reasons we can’t offer returns or exchanges due to ‘change of mind’ for orders that have already been shipped (because we can’t re-sell products that have already been opened).

Damage in transit: 

We take great care packaging our products for shipping and damage is rare. If your order has had a postal mishap then please get in touch with us at store@empresscosmetics.com or call us on 00 353 (0)86 88 99 168 and we will replace it. Please let us know within 48 hours of receiving your order. Please note that photographic evidence of damage may be required so it is advisable not to discard the damaged material without recording it (An Post or the courier service may request this info as evidence of damage). 

Damage to products: 

We put our heart and soul into our products and we want you to use them in the optimum condition. Please follow our guidelines on storing our products (we give very clear storage guidelines on the individual product information pages in our shop, on our Storage Guidelines page and also on our product labels). Returns are never accepted for goods that have become damaged because they have not been stored correctly (in the same way that a grocery store does not accept returns on milk that has gone off because the customer hasn’t stored it in the fridge!)

Errors or omissions in orders:

Because we are human, occasionally errors are made. If you have received your delivery but it doesn’t contain exactly what you ordered e.g. a product is missing or the wrong product has been included, then please email us at store@empresscosmetics.com or call us on 00 353 (0)86 8899168 and we will humbly apologise and sort it out as soon as possible.

Credit/Debit Card Security:

Our on-line shop uses a Pay Pal based shopping cart. You do not need to be a member of Pay Pal to use this system. On the Chose A Way To Pay page select the Don’t Have a Pay Pal Account option. Pay Pal is a popular secure way to pay on-line. Pay Pal processes your payment and does not share your financial information with anyone (including our store) and it also gives you the option of paying using only your email address and password.

Complaints procedure: 

Should you have any complaints then please email us at store@empresscosmetics.com with the title ‘Complaint’ and with details of your issue (including the order number). The owner of our business (Vivienne Campbell) will personally endeavour to resolve this to your complete satisfaction. 

Working Hours: 

Please note that we keep normal working hours. This means that our phone line is monitored Mon-Fri from 9 am – 6 pm (GMT/BST). Please leave a message if you reach our voicemail: we’re probably on another call, in a meeting or busy making cosmetics but will get back to you as soon as we’re free. You can of course send an email at any time and we will respond to you within these working hours. Email:store@empresscosmetics.com Tel.: 00 353 (0)86 88 99 168