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FAQ

Returns and Refunds Policy

How do you do refunds?

We only refund by crediting the card used during the original transaction.

Can I exchange a product?

You have a 14-day cooling-off period from the date you receive the item and can return it in that time. You are responsible for return shipping costs. We will refund you for the item returned and you can order the new item you want.

Can I return a product?

You have a 14-day cooling-off period from the date you receive the item and can return it in that time. You are responsible for return shipping costs. We will refund you for the item returned.

Do you do credit notes?

We don't do credit notes.

How long will it take for the money paid for items that are then returned to be credited to my account?

You are always responsible for return shipping costs, except if a product is defective. You will be refunded for your order within 14 days of us receiving your return parcel.

My Account

What are the benefits of having an account?

An account gives you a range of benefits including access to your order history, parcel tracking and loyalty rewards, and the ability to edit your personal details and more.

How do I create an account?

To create an account, go to My Account, enter your personal details and choose a password so you can log in whenever you want.

I can't log into my account. How do I recover my password?

To recover your password, click "Forgotten password". You will receive a reset email so you can create a new password.

How can I subscribe to or unsubscribe from newsletters?

To subscribe to the newsletter, enter your email address via the newsletter link at the bottom of the home page. To unsubscribe, click "Unsubscribe?", which appears at the bottom of every newsletter.

Does anyone else see the information I give Rexaline?

Your personal details are strictly confidential. You can edit them at any time in My Account. Although data is used to give you the best possible Rexaline experience, it remains confidential and won't be shared.

Shipping and Delivery

How do I find out how long delivery will take?

Delivery takes between 2 and 5 working days depending on the courier selected when you place an order. You can find all our delivery information here.

What shipping methods are there and how much do they cost?

You can find information about different delivery methods and prices here.

How does delivery to a pick-up point work?

Choose Mondial Relay as your courier and select a pick-up point near your home address. Your parcel will be delivered to this location so you can collect it within 10 days.

What are the delivery terms and restrictions?

For deliveries to Russia, you need to provide a business address.

Where in the world do you deliver?

We deliver to the entire planet, except for China.

How can I track my parcel?

When your order is shipped, you receive a parcel tracking number which is unique to your selected courier. Go to the courier's website to track your parcel using this number.

What should I do if I'm out when my parcel is delivered?

The courier may try to deliver again. If they can't deliver on the second attempt, you can then arrange a third attempt (day and time) or collect the parcel from a pick-up point. The parcel can also be returned to us, so please contact us here for more information.

What should I do if my parcel arrives damaged?

Please email us within 7 days of receiving the products. Include photos of the parcel and any damaged products, plus a description of the damage.

Your Orders

How do I buy online?

To buy on our website, add the products you want to your cart, then follow the steps to complete your payment.

Is my order confirmed?

You will receive an email telling you that your order is confirmed.

What should I do if my order is missing any items?

We do everything we can to make sure you have the best possible online experience. However, if your order is missing any items, contact us: contact@rexaline.com.

How do I cancel my order?

If you want to cancel your order, you should wait to receive it, then return it at your own expense. You will be refunded within 15 days of us receiving the parcel.

Can I change my delivery address once I've ordered?

Unfortunately, you can't change a delivery address once an order has been confirmed.

I've forgotten my password. What should I do?

You can reset your password by clicking "Forgotten password". You will receive a reset email allowing you to create a new password.

When will my order be processed?

Once your order is confirmed, our team will process it within the next 24 hours (working days only).

How can I check my order history?

To check your order history, go to My Account.

Points of Sale and Distribution

I want to be a distributor for your products. Who should I contact?

Please email us with any professional distribution requests.

Is this product available at a store?

You can find all our stockists here.

Products and Samples

Why are you no longer stocking my favourite product?

Unfortunately, we don't always restock a product as new products are available with more beauty benefits.

How can I get a sample of your products?

You can get 2 mini products when you place your order (no minimum spend).

Does Rexaline test its products on animals?

Our products aren't tested on animals. This is one of our brand's core commitments.

What is my favourite product's shelf life?

Your product can be used for 12 months after opening. It is best stored in a cool, dry place.

Are your products 100% natural/organic?

All our ingredients are in line with European legislation and go through current clinical safety tests.

Is it ok to use your products if I'm pregnant/breastfeeding?

We suggest you avoid using your favourite products if you're pregnant or breastfeeding.

Other questions

How do I make sense of Rexaline cosmetics labels?

All the ingredients in our products are listed on our packaging for complete transparency.

Are you recruiting?

Please email any applications to contact@rexaline.com.

Do you have any reductions or promotional codes I can use with my order?

You can regularly see promotional offers on our website. To find out about our offers before everyone else, please subscribe to our newsletter.

Can I use more than one promo code at a time?

Only one promo code can be used at a time.

Payments

What payment method can I use?

You can pay by card (Visa, Mastercard or American Express) and PayPal.

How do I know if my payment has gone through?

When your payment has been validated, you will receive a confirmation email. You will also see the amount on your bank statement within 72 hours.

What is your maximum order value?

The maximum order value is €1800.

Can you use PayPal to buy a product?

We accept PayPal as a payment method.

Is payment secure?

Payment on our website is secure.