Returns, Refunds & Cancellations

We understand that plans can change. If you wish to cancel an order, please contact us as soon as possible after placing it.

Before dispatch: Orders may be cancelled free of charge provided the request is received before the order has been packed and handed to our courier. Cancellation requests must be submitted via email at hello@chateauxbellezza.co.za or WhatsApp on 031 201 5568, quoting your order number.

After dispatch: Once an order has been dispatched with The Courier Guy, it can no longer be cancelled. You may refuse delivery, in which case the order will be returned to us. A refund will be processed once we receive and inspect the goods, minus any courier fees incurred.

Pre-orders & special orders: Orders placed for pre-order or specially sourced products may not be cancelled once confirmed, as these are procured on your behalf.

Your satisfaction is important to us. We will gladly accept returns subject to the following conditions.

Eligible returns: Products may be returned within 14 calendar days of the date of delivery, provided they are:

• Unopened and unused, in their original, sealed packaging
• In the same condition as received, with all tags, seals and accessories intact
• Accompanied by the original proof of purchase (order number or receipt)

Non-returnable items: Due to health and hygiene regulations, the following products cannot be returned once opened or used:

• Foundations, concealers, lipsticks, lip gloss, and any direct-skin makeup
• Skincare products (serums, moisturisers, cleansers, etc.) that have been opened
• Items marked as “Final Sale” or sold at a discounted clearance price

How to return: To initiate a return, email us at hello@chateauxbellezza.co.za with your order number, the item(s) you wish to return, and the reason for the return. We will respond within 2 business days with return instructions.

Return shipping: Unless the return is due to a defective or incorrect item, the cost of return shipping is the responsibility of the customer. We recommend using a trackable courier service as we cannot be held responsible for items lost in transit.

If you receive a product that is damaged, defective, or not what you ordered, please notify us within 7 days of delivery by emailing hello@chateauxbellezza.co.za with:

• Your order number
• A clear photograph of the item and its packaging
• A brief description of the defect or discrepancy

We will cover the cost of return shipping in these cases and will offer a replacement or full refund at your discretion, subject to stock availability.

Once your return is received and inspected, we will notify you by email of the outcome. Approved refunds are processed as follows:

• Original payment method: Refunds are issued to the original payment method used at checkout (credit/debit card or instant EFT via PayFast).
• Processing time: Refunds are typically processed within 5–10 business days after approval. Please allow additional time for your bank or card issuer to reflect the credit.
• Loyalty points: Any loyalty points earned on the original purchase will be reversed upon refund.
• Partial refunds: In cases where items are returned without all original packaging or accessories, a partial refund may be issued at our discretion.

Shipping fees are non-refundable unless the return is the result of our error.

For any queries relating to returns, refunds or cancellations, please reach out to us:

• Email: hello@chateauxbellezza.co.za
• WhatsApp: 031 201 5568
• Address: 115 Golf Course Drive, Treggena Estate, Mount Edgecombe, KwaZulu-Natal, 4302

Our customer service team operates Monday to Friday, 9am–5pm, and Saturdays 9am–2pm.