Please send us a picture of the damaged/leaked product and the outer packaging and we will get this sorted for you 📦

<div data-block="true" data-editor="fpkrd" data-offset-key="fqn8r-0-0" id="isPasted" style="box-sizing: border-box; -webkit-font-smoothing: antialiased; color: rgb(34, 34, 34); font-family: Inter, &quot;Helvetica Neue&quot;, Arial, Helvetica, sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: pre-wrap; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><div data-offset-key="fqn8r-0-0" style="box-sizing: border-box; -webkit-font-smoothing: antialiased; position: relative; white-space: pre-wrap; direction: ltr; text-align: left; line-height: 1.5;"> </div></div><img src="https://attachments.gorgias.help/VvEzB7N0OG6beky0/hc/qgaXzxapvo7vDWOp/2025020514-8043f8f8-52be-4f09-85a7-15b5f2266a06-0af1be91-0129-469d-b317-9f4ac5d164c3.png" style="width: 194px;" class="fr-fic fr-dib fr-fil">Example of the type of photo we require.Outer packaging<ul type="disc"><li style="font-size: 14px; font-family: Inter;">We cannot offer refunds or replacements for minimal damage to outer packaging or lids caused during transit.</li></ul>Damaged products<ul type="disc"><li style="font-size: 14px; font-family: Inter;">Occasionally, items may break or leak during shipping despite careful packaging.</li><li style="font-size: 14px; font-family: Inter;">If this happens, contact us via live chat within 14 days of receiving your order.</li><li style="font-size: 14px; font-family: Inter;">Please include a photo of the damaged item and all packaging. We require this to raise a claim with the courier.</li></ul>Resolution<ul type="disc"><li style="font-size: 14px; font-family: Inter;">UK orders: We will send a replacement product.</li><li style="font-size: 14px; font-family: Inter;">International orders: We will process a refund once the photo has been received.</li></ul>&#x1F49A; We&#x2019;re here to make sure any transit issues are resolved quickly and smoothly.

What if my order arrives damaged?

Please send a clear photo of your delivery, showing all items received, via live chat and we will resolve this for you 🤳

<div data-block="true" data-editor="30un5" data-offset-key="cgj1d-0-0" id="isPasted"><div data-block="true" data-editor="e3kas" data-offset-key="29k8e-0-0" id="isPasted">Possible errors<ul type="disc"><li style="font-family: Inter; font-size: 14px;">Occasionally, mistakes happen during packing. We aim to get every order right and apologise for any inconvenience.</li></ul>How to report<ul type="disc"><li style="font-family: Inter; font-size: 14px;">Please send a clear photo of your delivery, showing all items received, via live chat within 14 days of receiving your order.</li><li style="font-family: Inter; font-size: 14px;">We require this photo so our warehouse can identify the issue and process the correct product(s)<img src="https://attachments.gorgias.help/VvEzB7N0OG6beky0/hc/qgaXzxapvo7vDWOp/2026012616-326d0e05-ee7e-48c1-b5b9-d0fcb347dbcd-a00aa44b-8ec3-4446-8191-5f98eef854e8.png" style="width: 208px;" class="fr-fic fr-dib fr-fil">Photo example</li></ul>Next steps<ul type="disc"><li style="font-family: Inter; font-size: 14px;">Once we receive your photo, we&#x2019;ll take action immediately to resolve the issue and ensure you get the correct items.</li></ul>Important note<ul type="disc"><li style="font-family: Inter; font-size: 14px;">If you&#x2019;ve ordered a mix of refills and glass products, they will arrive in separate deliveries.</li></ul>&#x1F49A; We&#x2019;re committed to fixing any mistakes quickly and smoothly.<div data-offset-key="29k8e-0-0"> </div></div><div data-block="true" data-editor="e3kas" data-offset-key="1g199-0-0"> </div></div><div data-block="true" data-editor="30un5" data-offset-key="87bhm-0-0"><div data-block="true" data-editor="30un5" data-offset-key="1j9vn-0-0" style="box-sizing: border-box; -webkit-font-smoothing: antialiased; color: rgb(34, 34, 34); font-family: Inter, &quot;Helvetica Neue&quot;, Arial, Helvetica, sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: pre-wrap; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"> </div></div>

What if I received the wrong item or something is missing?

Please check your spam or promotional folder, as it may have landed in one of those folders 🕵️‍♂️

Check your email folders<ul type="disc"><li style="font-family: Inter; font-size: 14px;">Please check your spam or promotional folder, as the email may have landed there&#xA0;&#x1F50D;.</li></ul>If you still can&#x2019;t find it<ul type="disc"><li style="font-family: Inter; font-size: 14px;">You may have used a different email address, there may be a typo, or the order was not successfully placed.</li><li style="font-family: Inter; font-size: 14px;">Contact us via live chat with the name and email address used on the order. We can confirm whether the order was successful.</li></ul>Payment made with PayPal<ul type="disc"><li style="font-family: Inter; font-size: 14px;">PayPal may hold the funds even if the order was not completed.</li><li style="font-family: Inter; font-size: 14px;">If you entered the correct email and did not receive a confirmation, the order was not completed.</li></ul>&#x1F49A; We&#x2019;re here to help make sure your order is confirmed.

I haven’t received my order confirmation email

You are welcome to return the unopened and unused bundle or product to us within 14 days of receiving your order ↩️

Returning the incorrect item<ul type="disc"><li style="font-family: Inter; font-size: 14px;">If you&#x2019;ve ordered the wrong item or bundle, you can <a href="https://www.wildmintcosmetics.com/pages/help-center?hcUrl=%252Fen-GB%252Fhow-do-i-return-a-product-396035" target="_blank" rel="noopener noreferrer" class="fr-green">return</a> any unopened and unused items within 14 days of receiving your order.</li><li style="font-family: Inter; font-size: 14px;">BioRefills and opened/used products cannot be returned.</li></ul>Next steps<ul type="disc"><li style="font-family: Inter; font-size: 14px;">Once your return is processed, you can place a new order for the correct product or bundle.</li></ul>Important notes<ul type="disc"><li style="font-family: Inter; font-size: 14px;">We do not offer direct exchanges.</li><li style="font-family: Inter; font-size: 14px;">Return shipping costs are the customer&#x2019;s responsibility.</li><li style="font-family: Inter; font-size: 14px;">To start a return, contact us via live chat. We&#x2019;ll guide you through the process. &#x1F49A;</li></ul>

I ordered the wrong product or bundle - what can I do?

Please contact customer support via live chat with your order number and we will send you a replacement ✨

<img src="https://attachments.gorgias.help/VvEzB7N0OG6beky0/hc/qgaXzxapvo7vDWOp/2025020514-da464d57-9d88-4e81-b3fb-e88981643019-a44bc1ec-8254-47f4-af15-0817dcbdf853.png" style="width: 132px;" class="fr-fic fr-dii fr-fir">Citrus Splash pump<ul type="disc"><li style="font-family: Inter; font-size: 14px;">If your Citrus Splash pump isn&#x2019;t working, the clear tube inside the white head may need to be pulled up.</li><li style="font-family: Inter; font-size: 14px;">Use a small clean towel to grip the tube more easily. This usually fixes the issue.</li></ul>Other pumps or pipettes (droppers)<ul type="disc"><li style="font-family: Inter; font-size: 14px;">If another pump or pipette is faulty, contact our support team via live chat with your order number.</li><li style="font-family: Inter; font-size: 14px;">We will send you a replacement ASAP.</li></ul>Damaged during transit<ul type="disc"><li style="font-family: Inter; font-size: 14px;">If a pump has broken in transit, please send a photo of the broken item.</li><li style="font-family: Inter; font-size: 14px;">We require the photo to raise a claim with Royal Mail and ensure a replacement can be sent.</li><li style="font-family: Inter; font-size: 14px;">Once we receive the photo, we will send a replacement ASAP. &#x1F49A;</li></ul>

What should I do if my pump or pipette is faulty?

Still need help? Please get in touch using our live chat feature on the left, or send us a message and we get back to you as soon as possible!

WildMint Cosmetics

📦 Order Issue

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