Refund policy

At Girlly.co, we strive for 100% customer satisfaction. However, to maintain hygiene standards and protect our business from fraudulent claims, we have a strict policy regarding returns and refunds.

1. Mandatory Unboxing Video Requirement

No video = No refund/replacement. To be eligible for a return, refund, or exchange, customers must provide a continuous, unedited unboxing video.

  • The video must start by showing the sealed courier flyer or box (showing the shipping label clearly).

  • The video must show the entire unboxing process and clearly demonstrate the issue (damaged, leaked, or wrong item).

  • Any video that is edited, cut, or started after the parcel has already been opened will not be accepted.

2. Valid Reasons for Return

Returns are only accepted for the following:

  • Damaged Items: The product arrived broken or leaked.

  • Incorrect Items: You received the wrong product or shade.

  • Missing Items: An item from your order is missing from the parcel.

3. Non-Returnable Items

Due to the nature of beauty and skincare products:

  • We do not accept returns for used or opened products.

  • We do not offer refunds for "Change of Mind" once the order has been dispatched.

  • Dupes/Alternatives: Please read product descriptions carefully. We do not accept returns if you expected a different version of a product that was clearly described.

4. Refund Process & Timeline

Please note that the refund process is linked to our courier reconciliation:

  • Processing Time: Once a claim is approved, the refund will be processed within 4 to 5 working days.

  • COD Settlement: For Cash on Delivery orders, the refund will only be initiated after we have received the COD amount from the courier company.

  • Method: Refunds will be sent via Bank Transfer, EasyPaisa, or JazzCash. Please provide your account details to our support team once your claim is verified.

5. How to File a Claim

If you meet the requirements above:

  1. Contact us via WhatsApp within 24 hours of delivery.

  2. Send your Order Number and the Full Unboxing Video.

  3. Our team will review the footage and get back to you within 48 hours.

6. Order Cancellations

Orders can only be cancelled before they are dispatched. Once a parcel is handed over to the courier, it cannot be cancelled. Refusing a confirmed COD order at the doorstep will result in a permanent block from our store.