Refund policy

Returns & Refunds

EU 14-day right of withdrawal. If you are in the European Union, you may cancel or return your order within 14 days of delivery, for any reason and without justification. This right also applies to discounted (sale) items.

Hygiene exception (cosmetics). For health and hygiene reasons, sealed cosmetic products (e.g. mascara, brow gels, oils, pencils, lashes, powders, eyeshadows) cannot be returned once unsealed after delivery, in accordance with Art. 16(e) of Directive 2011/83/EU. Tools such as brushes and tweezers may be returned if unused and in their original condition.

Return conditions. To be eligible for a return, your item must be unused, in its original condition and packaging, with proof of purchase. Gift cards are non-refundable.

How to start a return. Contact us at encanto030@gmail.com. Once your return is accepted, we will send you a prepaid return shipping label and instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.

Returns address: ENCANTO, Calle Francisco Comes Martínez 3, Piso 1, Pta 3, 46025 Valencia, Spain.

Refunds. We will notify you once we have received and inspected your return. If approved, you will be refunded to your original payment method within 14 days. Please remember it can take additional time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since your return was approved, contact us at encanto030@gmail.com.

Damages and issues. Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you received the wrong item — we will make it right at no cost to you. This does not affect your legal guarantee rights under EU law.

Exchanges. The fastest way to get what you want is to return the item you have and, once the return is accepted, place a new order.