Returns Policy

Return & Exchange Policy

Last updated on: January 2, 2019


What is Two Lips's return and exchange policy?

For faulty or defective items, Two Lips allows exchanges 14 days after the day following the delivery of the product, provided the item is in its original packaging. We won’t let you bear the cost of returning or exchanging your item(s).

To return your item(s) for free, contact us with details of the product fault and please include your order number. We also may ask for a photo of the damaged or faulty product.

Please note that all exchanges are final, i.e. exchanged items cannot be further returned or exchanged.

What if I have an adverse reaction to a product?

Two Lips recommends that all customers patch test products if you are new to a product or any of its ingredients. The ingredients of products are listed on each product page to help you identify ingredients that you may have existing sensitivities to.

Different skin types and skin conditions may react differently to our products and ingredients. Our product directions can be found on or inside the product packaging — please read these and follow them carefully. If you are unsure of how to use any of our products, feel free to contact us.

If you happen to experience an adverse reaction to any product, discontinue using the product immediately and take photos of the affected area. Contact our customer service team, who will then request further information from you.

Please note that issues must be reported 14 days upon receipt of items. We do not offer cash refunds for these cases.

What if I’m unhappy with my items or I’ve changed my mind about my purchase?

Unfortunately, we are unable to accept returns due to health and safety reasons, whether it’s an incorrect purchase or if you’ve changed your mind after receiving the items.

I’ve made a mistake in my order. Is it too late to correct it?

If you have made an error in your order, contact us immediately. We fulfill orders quickly and cannot make changes to your order after it has been packed and shipped. Please ensure you have included your correct address details in English so that there will be no delays in shipping.