Refund & Returns Policy

WeLoveUs.shop Refund & Returns Policy 

Last Updated: July 29, 2026 

Overview: WeLoveUs.shop operates as an online marketplace connecting customers with independent Vendors. Unless expressly stated otherwise, products are manufactured, stocked, packaged, shipped, and fulfilled by the applicable Vendors who are also bound by the WeLoveUs.shop Terms and Conditions. WeLoveUs.shop facilitates ordering and customer service but does not maintain inventory. 

Vendor Policies and Product Listings: Each Vendor maintains its own return policy. Please review any Vendor policies published on their page listing or their own websites. Return eligibility is determined under the applicable Vendor’s published policy and applicable law. This WeLoveUs.shop Refund & Returns Policy explains the process for initiating returns through WeLoveUs.shop. All product descriptions sizing information, and ingredient information originates and comes from Vendors. Product images may vary slightly. 

If a return is approved because the item was defective, damaged in transit, materially different from its description, or the incorrect item was delivered, WeLoveUs.shop will work with the applicable Vendor to determine whether a prepaid return shipping label or other return shipping arrangement will be provided. 

Customers may request a return for individual items within a multi-item order, subject to the applicable Vendor’s return policy. Refunds will generally be limited to the purchase price of the approved returned item(s). Original shipping charges, expedited shipping charges, taxes, promotional discounts, or other amounts may be adjusted where appropriate based on the portion of the order returned and the applicable Vendor’s policies. Where a promotional discount or bundle pricing depended upon purchasing multiple items, the value of any retained merchandise may be recalculated if part of the order is returned. 

How to Request a Return: Return requests should be submitted within fourteen (14) days after receipt of the item, unless a different period is stated on the product page or required by law. Email weloveusshop@essence.com with your order number, item details, reason for the request, and photos if applicable.  

Marketplace Communications: To facilitate customer service, return processing, warranty requests, or other post-purchase support, WeLoveUs.shop may share relevant order information and customer communications with the applicable Vendor. By submitting a return request, you authorize WeLoveUs.shop to communicate with the applicable Vendor on your behalf regarding your order in accordance with the WeLoveUs.shop Privacy Policy. Please review this policy carefully. 

Review Process: WeLoveUs.shop will coordinate with the applicable Vendor. If approved, return instructions will be provided. After the Vendor confirms receipt of the returned merchandise, WeLoveUs.shop will coordinate the applicable refund, exchange, or other remedy. If declined, we will communicate the reason provided by the Vendor when available.  

WeLoveUs.shop will forward eligible return requests to the applicable Vendor as promptly as practicable. Because each Vendor independently reviews return requests, response times may vary. WeLoveUs.shop will keep customers informed regarding the status of their request as information becomes available. 

Non-Returnable Items: Opened or used cosmetics, personal care products, perishable goods, food items, and products marked Final Sale or Non-Returnable are not eligible for return except where required by law. Additional exclusions may appear on product pages or Vendor’s own website. 

Damaged or Incorrect Items: If an item arrives damaged, defective, or incorrect, promptly email weloveusshop@essence.com with your order information and photographs so we can coordinate a resolution. 

Address Changes: Requests to change a shipping address or modify an order should be sent immediately to weloveusshop@essence.com. Because orders are transmitted to Vendors shortly after purchase, changes cannot be guaranteed. Customers are responsible for providing accurate shipping information at checkout. 

Lost, Delayed, or Missing Shipments: Fulfillment estimates are provided by Vendors and may change due to weather, carrier delays, inventory availability, or other factors outside WeLoveUs' control. If tracking information indicates that a shipment has been delayed, lost, or delivered but cannot be located, customers should promptly contact weloveusshop@essence.com. WeLoveUs.shop will work with the applicable Vendor and shipping carrier to investigate the shipment. Replacement shipments or refunds will be provided only after the investigation is completed and in accordance with the Vendor policies and the carrier's determination. WeLoveUs.shop cannot guarantee carrier delivery times and is not responsible for delays caused by weather, customs processing, labor disruptions, carrier interruptions, or other events beyond our reasonable control. 

Refused Deliveries: If a customer refuses delivery of an order without first obtaining return authorization through WeLoveUs.shop, any refund may be subject to the applicable Vendor’s policies, including deductions for return shipping charges, carrier fees, or other costs incurred. Customers should contact weloveusshop@essence.com before refusing delivery so that WeLoveUs.shop may assist in coordinating the appropriate resolution. 

Return Shipping Costs: WeLoveUs.shop does not cover or pay for shipping costs for returns. Please refer to each Vendor’s policies with respect to shipping costs for returning a partial order, or returning incorrect or defective merchandise received. Vendor policies may vary. 

Chargebacks: WeLoveUs.shop reserves the right to challenge chargebacks that it believes are fraudulent or submitted in bad faith, including where merchandise has been received and retained or where published return procedures were not followed. Fraudulent chargebacks may result in cancellation of future orders, suspension of purchasing privileges, recovery of associated costs where permitted by law, or other lawful remedies. 

Refund Timing: Approved refunds are generally issued to the original payment method. Processing times vary depending on the Vendor and financial institution. 

International Orders: At this time, WeLoveUs.shop ships only to destinations identified during checkout. Customers placing international orders are responsible for any applicable customs duties, import taxes, brokerage fees, or similar governmental charges unless otherwise stated at checkout. Return eligibility for international orders may vary by Vendor due to customs regulations, international shipping restrictions, and applicable law. Original shipping charges, customs duties, and governmental fees are generally non-refundable unless otherwise required by law.  

Gift Purchases: Unless otherwise indicated on the applicable product page, refunds for approved returns will generally be issued to the original purchaser using the original payment method. Exchanges or store credit, where available, remain subject to the applicable Vendor’s policies.  

If an order included complimentary merchandise, promotional items, or free gifts based upon a minimum purchase amount, the return of qualifying merchandise may affect eligibility for the promotion. Customers may be required to return the promotional item or have its value deducted from any refund where permitted by law. 

Abuse of this Policy: WeLoveUs.shop reserves the right to decline future orders, limit return privileges, or refuse return requests where we reasonably believe this Policy is being abused, including repeated returns inconsistent with ordinary consumer purchasing behavior, fraudulent claims, misuse of merchandise, or other conduct intended to circumvent applicable Vendor policies. 

Nothing in this section limits any rights customers may have under applicable law. 

Manufacturer Warranties: Certain products may include warranties offered directly by the applicable Vendor or manufacturer. Any such warranty is separate from this Refund & Returns Policy and will be governed by the terms provided by the applicable Vendor or manufacturer. WeLoveUs.shop does not independently provide product warranties unless expressly stated otherwise. 

Consumer Rights: Nothing in this Policy limits any non-waivable rights under applicable consumer protection laws. 

Reservation of Rights: WeLoveUs.shop reserves the right to update or modify this Refund & Returns Policy at any time. Changes will become effective upon posting to the Site unless otherwise required by applicable law. The version of this Policy in effect at the time an order is placed will generally govern that order, except where changes are required by applicable law or are intended to clarify existing procedures without materially affecting customer rights. 

Governing Law: This Policy is incorporated into and governed by the WeLoveUs.shop Terms and Conditions and shall be construed in accordance with the laws of the State of New York, applicable to contracts wholly made and performed therein.  

Contact: Questions may be directed to weloveusshop@essence.com or the Contact Information found in the WeLoveUs.shop Terms and Conditions.