Shipping & Delivery Policy
When will I receive my order?
Orders within the Netherlands are typically processed and shipped within 3–5 business days. Delivery within Europe generally takes 1–5 business days after dispatch, while orders outside of Europe usually arrive within 3–10+ business days.
Please note that during special sales and promotional periods—such as Christmas or Carnival Season, major restocks, or new product launches (e.g., eyeshadow palettes)—processing times may be extended. During these busy periods, shipping can take up to 2–3 weeks for processing, excluding delivery time.
Why does shipping cost increase with a large order, but take the same shipping time?
Shipping costs are calculated based on the weight of your order, not the delivery time frame. The heavier the package, the higher the shipping cost.
Orders weighing over 1 pound (16 ounces) will automatically be upgraded to Priority Mail. Once processed and shipped, Priority Mail orders typically arrive within 2–3 business days, compared to 3–5 business days for standard shipping.
What shipping carrier is used?
We ship all orders with PostNL.
Once you receive your shipping confirmation email with tracking information, your order has officially left our facility. If you experience any issues with delivery, please contact your local post office directly to ensure the package is not being held and to confirm that the shipping address provided was correct and complete.
Returning/Exchanging, Cancellation, Refunds?
Order Cancellations & Refunds
Orders may be canceled or refunded at any time prior to shipment. Once an order has been shipped, it is no longer eligible for cancellation or refund.
Returns & Exchanges
Unopened products may be returned for an exchange. To request a return, please email us a photo of the unopened product along with a description of your concerns. Our team will review your request and provide next steps.
Please note:
Not all items are eligible for return or refund.
Return shipping costs are the responsibility of the customer.
Items must be sent back using the return address provided on the original shipping label.
Damaged Items
If your item arrives damaged, please email us proof of the damage (clear photos) so we can assist you. Damaged items must also be returned by the customer using the address listed on the shipping label.
Lost/Stolen Package? Never received an order after “SHIPPED” or “DELIVERED” email?
Once an order has been shipped and marked as delivered by PostNL, we are no longer responsible for the package.
If you receive a “Delivered” notification but have not received your order, we recommend first checking with household members and neighbors. Please note that carriers may occasionally mark a package as delivered before it physically arrives.
If your package still cannot be located, contact your local PostNL office immediately to confirm whether it is being held or to report it as lost. Any claims regarding lost, missing, or stolen packages must be filed directly with the carrier.
We are not responsible for replacing items that are confirmed as delivered or suspected to be stolen.
Contact information:
Please feel free to contact our business email for any questions or concerns: vmourbeauty@gmail.com.