Refund & Return Policy

At Exilejoy, we want every order to reach you safe and sound 🌙✨. Since we are based in China, here’s how we handle returns and refunds in a fair and transparent way:

Opened Items 🚫

All of our products come with a seal or shrink-wrap. Once the seal is broken or the product is opened, we cannot accept returns or refunds due to hygiene and safety reasons. Thank you for understanding 💕.

 

No “Change of Mind” Returns 🌍✈️

Every package goes through three stages — leaving our studio, a long journey through international air freight, and finally clearance & delivery in your country.

If your order has not shipped yet: we can issue a refund, minus any transaction or platform fees that may apply.

If your order has already shipped: because of the high costs of cross-border shipping, we unfortunately cannot accept returns or refunds for unwanted items. Please kindly make sure of your order before placing it 💌.

 

Damaged or Broken Items 💔

Our eyeshadow palettes are pressed with a balanced firmness to give you the best color payoff and blendability. This means that sometimes, despite careful packing, shadows may break during their long journey.

If this happens, don’t worry! Just send us photos of the damaged product to exilejoy@outlook.com, and we’ll work with you directly on a fair solution (such as a refund, partial refund, or store credit). We want you to feel cared for 💫.

 

Final Notes ✨

We’re here to make your experience smooth and enjoyable. All communication is handled by the Exilejoy team directly, so please allow a little time for replies — we promise to respond with care.

Thank you for supporting Exilejoy 💐 Every order means the world to us.