Due to the nature of skincare products, we do not accept returns or offer refunds for change of mind. This policy ensures product integrity and safety for all our customers.

Issues with Your Order?

If your product arrives damaged, defective or incorrect, please email support@gwenivere.com within 48 hours of delivery. Include:

• A clear description of the issue

• Photographs of the product and packaging

• Your order number

Our team will review the details and work out a resolution within 24 to 48 hours. This may include a refund, replacement or store credit, depending on the situation.

 

Lost Parcels

We allow our shipping partners 2 weeks from dispatch to deliver your order. If the parcel shows no movement in tracking after that period, you may request either a refund or a replacement.
To speed up the process, you're welcome to file a claim directly with the courier.

 

Reseller Policy

Unless explicitly agreed in writing, Gwenivere does not authorise reselling of our products.
We reserve the right to cancel suspected reseller orders and will not issue refunds or returns for them.

 

Tracking Issues

Some couriers may take 1–2 working days to update tracking information.
If your tracking number hasn’t updated or is not working, please contact us at support@gwenivere.com as soon as possible.