Return & Refund Policy
Cancelling an Order
• Before Dispatch: You may cancel your order at any time before it ships. Contact us immediately at info@downca.com with your order number. Once your cancellation is confirmed, a full refund will be issued to your original payment method.
• After Dispatch: Once your beauty order has shipped, cancellation is no longer possible — however, you're welcome to return it using the process outlined below.
• After Dispatch: Once your beauty order has shipped, cancellation is no longer possible — however, you're welcome to return it using the process outlined below.
EU Customers: Your Right of Withdrawal
If you're an EU consumer, you have the statutory right to cancel your order within 14 days without providing a reason. This 14-day window begins from:
• The day you (or someone you designate) receive the goods; or
• For orders shipped in multiple parcels, the day you receive the final parcel.
• The day you (or someone you designate) receive the goods; or
• For orders shipped in multiple parcels, the day you receive the final parcel.
What's Not Covered by This Right
• Personalised Items: Custom or made-to-order beauty products.
• Sealed Hygiene Products: Cosmetics such as lipsticks, eyeshadow palettes, and applicators that were sealed for hygiene reasons and have been unsealed after delivery.
• Sealed Hygiene Products: Cosmetics such as lipsticks, eyeshadow palettes, and applicators that were sealed for hygiene reasons and have been unsealed after delivery.
Returning an Item
Conditions:
• Notification Window: You have 14 days from delivery to notify us of your intention to return an item. You then have a further 14 days to send it back.
• Item Condition: Beauty products must be unused, unopened, with any protective seals intact, and returned in their original packaging where possible.
Steps to Follow:
• Step 1 – Contact Us: Email info@downca.com with your order number, the item(s) you'd like to return, and your reason for returning.
• Step 2 – Pack Your Return: Use the original packaging where possible, keep any protective seals as intact as circumstances allow, and pack securely to prevent transit damage.
• Step 3 – Ship It Back: Send the parcel to the return address we provide once your return is confirmed.
• Return Address: [Return address to be confirmed — please contact us before sending any return]
We recommend using a trackable shipping service and retaining your receipt. Please share the tracking number with us once your return is on its way. If the return address is outside the EU, please also retain any customs paperwork related to the return shipment.
• Notification Window: You have 14 days from delivery to notify us of your intention to return an item. You then have a further 14 days to send it back.
• Item Condition: Beauty products must be unused, unopened, with any protective seals intact, and returned in their original packaging where possible.
Steps to Follow:
• Step 1 – Contact Us: Email info@downca.com with your order number, the item(s) you'd like to return, and your reason for returning.
• Step 2 – Pack Your Return: Use the original packaging where possible, keep any protective seals as intact as circumstances allow, and pack securely to prevent transit damage.
• Step 3 – Ship It Back: Send the parcel to the return address we provide once your return is confirmed.
• Return Address: [Return address to be confirmed — please contact us before sending any return]
We recommend using a trackable shipping service and retaining your receipt. Please share the tracking number with us once your return is on its way. If the return address is outside the EU, please also retain any customs paperwork related to the return shipment.
Who Covers Return Shipping?
Return shipping costs are the customer's responsibility. We refund the product price plus the original standard shipping fee, where applicable.
Refunds
• Processing Time: We inspect and process returns within 72 hours of arrival at our facility.
• Refund Timeline: Once processed, your refund is issued within 14 business days, though your bank's own processing time may add a few additional days.
• Refund Method: Refunds are returned to the original payment method used for your order.
• Refund Timeline: Once processed, your refund is issued within 14 business days, though your bank's own processing time may add a few additional days.
• Refund Method: Refunds are returned to the original payment method used for your order.
Haven't Received Your Refund Yet?
• Check with your bank or card provider — processing times vary by institution.
• Use your order confirmation email when following up to help speed things along.
• Still waiting? Reach out to us at info@downca.com and we'll help sort it out.
• Use your order confirmation email when following up to help speed things along.
• Still waiting? Reach out to us at info@downca.com and we'll help sort it out.
Damaged or Incorrect Items
Contact us within 7 days of delivery at info@downca.com with your order number, clear photos of the issue, and a brief description. We aim to resolve reported issues within 48 hours, offering either a full refund (including shipping costs) or a complimentary replacement with a prepaid return label.
Exchanges
We don't currently offer direct exchanges. If you'd like a different shade, formula, or item, simply return your original purchase for a refund and place a new order for your preferred product.
Contact Us
• Email: info@downca.com
• Registered Company: KINGSWELL S.R.L.
• Company Registration Number: J2026039666004
• Subject Format: "Return Request – Order #[YOUR ORDER NUMBER]"
• Registered Company: KINGSWELL S.R.L.
• Company Registration Number: J2026039666004
• Subject Format: "Return Request – Order #[YOUR ORDER NUMBER]"