Refund policy

 

NO CANCELLATIONS OR EXCHANGES. STORE CREDIT ONLY. SUPPLIES ARE LIMITED. NO RAIN CHECKS. 

RETURNS — PIMBY (Playing In Makeup By Yolondo) accepts returns on unused, unopened products with the original cellophane seal intact. Items must be returned within 14 days of confirmed delivery to qualify for store credit only. Shipping fees are non-refundable, and return shipping costs are the customer’s responsibility, as prepaid return labels are not provided unless we have made an error on your order.

The amount paid will be credited within 4 weeks after receiving your return. The time required comprises the time elapsed for the product to reach us, as well as processing your store credit internally.

Any damaged, defective, or incorrect items must be reported within 2 days of delivery. Scroll to the end for specific instructions on damaged items.

Please note that Mystery Boxes, Goody Bags, Bundles, and Sale items are final sale and are not eligible for exchange or return.

RETURN TO SENDER — Please note that if an order is returned to us due to an insufficient address, refunds are issued as store credit only. There will be a 30% restocking fee deduction. This applies when you choose not to purchase a new shipping label for reshipment. You can also choose to pay to reship. 

CHANGE OF ADDRESS — Email us at info@playinginmakeupbyyolondo.com within 3 hours of purchase if you have entered the wrong address, BEFORE you receive your tracking number.

CANCELLATIONS/EXCHANGES — We do not offer order cancellations or product exchanges. Please review your cart and confirm your shipping details carefully before completing your purchase.

DISCOUNT CODES — If you haven't correctly entered the discount code provided, we cannot add it after you have paid. We do not refund you the difference.

PROCESSING/SHIPPING TIME — There is processing time not included in shipping time. Once your order is processed (picked, packed, labelled, checked, picked up by USPS at our facility) then shipping time starts. Shipping is not available for refund.

  • Processing Time on Non Sale Items: 3-5 Business Days, Monday to Friday
  • Processing Time on Sale Items and High Peak Periods: 2-10 Business Days, Monday to Friday
  • Shipping Method: USPS Ground Advantage for domestic orders and DHL Express or e-Commerce for international orders
  • Preorders: all products ordered ship at the same time, meaning that when the preordered product is received by us, we will ship your entire order at that time

INTERNATIONAL ORDERS, CUSTOMS AND DUTIES — Delivery timeframes shown for DHL shipments are provided directly by the carrier and cannot be modified by PIMBY. All orders require 3–5 business days, Monday to Friday, for processing, which may extend up to 10 business days, Monday to Friday, during peak periods, holidays, or sales.

PIMBY is not responsible for customs clearance, shipping delays, or any duties, taxes, or import regulations imposed by the destination country. Shipping charges collected at checkout may not include these additional fees. In accordance with international shipping laws, we are required to declare the full value of all products, which may result in customs charges upon arrival.

If a package is refused due to unpaid customs fees, it will be returned to us and is not eligible for a store credit. We strongly recommend allowing DHL to complete delivery, as refused or undeliverable shipments may be returned or disposed of in accordance with carrier regulations.

Thank you for your understanding and support.

TRACKING — USPS or DHL must scan your package before tracking updates appear. Once your order ships, a tracking number will be sent by email—please use it to monitor delivery.

If the email isn’t in your inbox, please check your junk or spam folder and search your inbox or trash if it hasn’t been automatically cleared. Also, confirm that your email address was entered correctly at checkout, as an incorrect address will prevent you from receiving tracking details.

DELIVERY — USPS or DHL will send our system notification, then Shopify automatically sends you an email that your package has been delivered. Please wait until the end of that day or the next day for actual delivery.

DAMAGED PRODUCTS — Sadly, these unforeseen events happen during transit. It's out of our control how carriers handle fragile Items in our absence, but we assure you all packages are packed and equipped for rough handling during transit. Please inspect your order immediately upon receipt and contact us within 48 hours, Monday to Friday, to report any damage. After 48 hours we reserve the right to reject any claims of damages. All original packing materials and boxes must be retained for inspection purposes.

What to do if you receive a damaged product:

File a claim with the carrier. Once it’s approved you will receive a refund from the carrier. 

Please note USPS claims are a little more complicated and takes longer to process.

International - Please note we are not responsible for damages that occur in transit between third party shippers to your foreign location. This applies to international customers shipping through these services. This is because we have no control how products are repackaged to your destination. 

LOST OR STOLEN PACKAGES — We are not responsible for lost or stolen items. All orders are insured. Once orders have left the PIMBY warehouse, your package is in the care of the postal handler. The customer is required to submit a claim directly with the carrier and follow their guidelines. We do not submit USPS claims for you. USPS recommend waiting 14 days before assuming a package is lost. After 14 days, please call the customer service team of the carrier. USPS customer service: 1-800-275-8777