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Shipping & Returns Policy

Effective Date: October 2025

Last Updated: October 2025

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Welcome to Jade Marlin Cosmetics, where beauty meets luxury.

This Shipping & Returns Policy explains how we process, handle, and deliver orders, as well as our guidelines for returns, exchanges, and refunds.
Please read this policy carefully before placing your order, as it forms an integral part of your purchase agreement with us.

Throughout this document, the terms “we,” “our,” and “us” refer to Jade Marlin Cosmetics, located in Los Angeles, California, and “you” or “your” refer to the customer or website user.

 

1. About Jade Marlin Cosmetics

Founded in 2024 by American fashion designer Jade Marlin, our brand stands for sophistication, self-expression, and timeless beauty. We specialize in premium women’s cosmetics, women’s fragrances, and men’s fragrances, crafted to complement individual style and elegance.

Every product we ship is carefully curated, packaged, and handled with the utmost care to ensure that it reaches you in perfect condition.

 

2. Order Processing

We take pride in preparing and processing each order with precision and care.
Here’s how the process works:

  • Order Confirmation: Once you place an order, you’ll receive a confirmation email summarizing your purchase details, billing address, and estimated delivery time.

  • Processing Time: Orders are typically processed within 1–3 business days after confirmation, excluding weekends and holidays.

  • Order Verification: For your security, all orders are subject to verification before processing. We may contact you to confirm payment details or verify your shipping address.

  • Pre-Orders and New Launches: For limited-edition or pre-launch collections, please allow extra processing time as indicated on the product page.

If you have questions about your order status, you can contact our customer support at info@jademarlincosmetics.com with your order number.

 

3. Shipping Methods and Delivery Timeframes

We offer both domestic and international shipping, partnering with trusted courier services to ensure fast and reliable delivery.

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A. Domestic Shipping (United States)

  • Standard Shipping: 3–7 business days after processing.

  • Express Shipping: 1–3 business days after processing.

  • Overnight Shipping: Available for select locations.

All delivery times are estimates and may vary due to weather conditions, carrier delays, or seasonal demand.

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B. International Shipping

We proudly ship worldwide, bringing Jade Marlin luxury to customers across the globe.
International orders may take 7–21 business days, depending on destination and customs clearance procedures.

Please note:

  • Customs duties and import taxes may apply depending on your country’s regulations.

  • These charges are not included in your purchase price and are the customer’s responsibility.

  • We cannot predict customs processing times, and delays caused by customs are beyond our control.

 

4. Shipping Costs

Shipping rates are calculated at checkout based on your location, selected delivery method, and order weight.
From time to time, we may offer free shipping promotions or discounted delivery on qualifying orders. These offers will be clearly communicated on our website and marketing materials.

Please ensure your shipping address is correct before confirming your order. Incorrect or incomplete addresses may result in delayed delivery or returned packages.

 

5. Tracking Your Order

Once your order has been shipped, you’ll receive an email with your tracking number and carrier details.

You can track your package by:

  • Clicking the tracking link in your confirmation email.

  • Visiting the carrier’s website directly and entering your tracking number.

If your tracking number doesn’t update within 48 hours, please allow additional time, tracking information is updated once the carrier scans the package at their facility.

 

6. Delivery Issues

We do our best to ensure your order arrives on time, but occasional issues may occur.

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A. Lost or Stolen Packages

  • Jade Marlin Cosmetics is not responsible for packages marked “delivered” by the carrier.

  • If your tracking shows “delivered” but you haven’t received your order, please check with neighbors or building management first.

  • You may also contact the shipping carrier directly to file a claim.

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If you believe your package has been lost in transit, contact us at

info@jademarlincosmetics.com, and we will assist you in initiating a carrier investigation.

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B. Damaged Packages

If your order arrives damaged, please contact our team within 7 days of receipt. Include:

  • A photo of the damaged item

  • Your order number

  • A brief description of the issue

We’ll assess the situation and offer a replacement or store credit, depending on product availability.

 

7. Incorrect Shipping Address

Customers are responsible for providing accurate shipping details.
If an order is returned to us due to an incorrect or incomplete address:

  • We will contact you for an updated address.

  • You may be required to pay additional shipping fees for re-delivery.

Please double-check your shipping information before completing checkout to avoid delays.

 

8. Order Changes and Cancellations

Once an order is placed, it immediately enters our fulfillment process.
To maintain efficiency:

  • Orders cannot be modified or canceled after they’ve been processed.

  • If you need to update your shipping address or correct an error, contact us within 12 hours of placing your order at info@jademarlincosmetics.com.

We’ll do our best to accommodate changes before shipping, but we cannot guarantee modifications after fulfillment begins.

 

9. Returns and Exchanges Policy

Due to the nature of our products, we maintain a strict hygiene and safety policy to ensure all customers receive brand-new, unopened items.

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A. General Return Policy

For hygiene reasons, we do not accept returns on opened or used cosmetics, skincare, or fragrance products.

However, we want every Jade Marlin experience to be exceptional. You may request a return or replacement only under the following conditions:

  • You received a damaged or defective product.

  • You received the wrong item.

  • Your order arrived incomplete or incorrectly packaged.

To initiate a return, contact us at info@jademarlincosmetics.com within 7 days of receiving your order.

 

10. Eligibility for Returns

To qualify for a return or replacement:

  • The item must be unused, unopened, and in its original packaging.

  • You must provide a valid order number and proof of purchase.

  • The request must be submitted within 7 days of delivery.

Returns that do not meet these conditions may be denied.

 

11. Non-Returnable Items

The following items are not eligible for return or refund:

  • Opened or used cosmetics or fragrances.

  • Items purchased during sale events or promotions.

  • Gift cards, samples, or limited-edition items.

  • Home goods or accessories once unsealed (for hygiene and safety).

If an exception applies, our support team will notify you by email.

 

12. Return Process

Once your return request is approved:

  1. We’ll send you return instructions and a Return Authorization Number (RAN).

  2. Carefully repack the item in its original packaging to prevent damage during transit.

  3. Ship the item to the return address provided.

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Please note:

  • You are responsible for return shipping costs unless the return is due to our error.

  • We recommend using a trackable shipping method to ensure your package arrives safely.

Once we receive and inspect the returned item, we will notify you of the refund or replacement status.

 

13. Refunds

Approved refunds will be processed within 7–10 business days after receiving and inspecting the returned product.

Refunds will be credited to the original payment method used at checkout.
Please allow additional time for your bank or credit card provider to reflect the refund in your account.

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We do not issue refunds for:

  • Shipping fees

  • Customs duties or taxes (for international orders)

  • Packages lost due to incorrect addresses provided by the customer

 

14. Exchanges

We do not offer direct exchanges.
If you wish to exchange a product, please follow the return process and place a new order for the desired item after receiving your refund or store credit.

 

15. International Returns

For international customers:

  • We cannot cover return shipping costs or customs fees associated with returned items.

  • Please mark the return package as “Returned Merchandise” to avoid additional customs charges.

  • Any duties, taxes, or shipping costs incurred during return shipping are non-refundable.

 

16. Damaged or Defective Items

We conduct quality checks on all orders before dispatch. However, in rare cases, products may arrive damaged or defective.

If you receive a defective or damaged product:

  1. Email info@jademarlincosmetics.com within 7 days of receiving your package.

  2. Include your order number, product name, and clear photos of the issue.

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Once reviewed, we will:

  • Send a replacement at no additional cost, or

  • Issue a full refund or store credit if the product is unavailable.

 

17. Late or Missing Refunds

If you haven’t received a refund after 10 business days:

  1. Check your bank or credit card account again.

  2. Contact your payment provider; sometimes it takes additional time before a refund is officially posted.

  3. If the issue persists, email us at info@jademarlincosmetics.com, and we’ll verify the status of your refund.

 

18. Promotional and Gift Items

Items purchased during promotions or sales are final sale and not eligible for return or refund unless defective.

If you received a free gift or promotional item with your order:

  • The gift must be returned if you return the qualifying purchase.

  • Failure to return the promotional item may result in a deduction from your refund amount.

 

19. Product Availability and Substitutions

Occasionally, certain products may be out of stock or discontinued.
If an item in your order becomes unavailable after purchase:

  • We will notify you via email and offer a replacement, store credit, or full refund.

  • We reserve the right to substitute a product with a similar item of equal or greater value if necessary.

 

20. Custom Duties and Taxes

International customers are responsible for paying customs duties, taxes, and import fees applicable in their country.
We are not responsible for delays or additional charges imposed by customs authorities.

If you refuse to pay customs fees and the package is returned to us:

  • We may deduct the original shipping and return fees from your refund.

 

21. Order Tracking and Updates

You can check your order status at any time by:

  • Visiting the “Track My Order” section on our website.

  • Using the tracking link provided in your shipment confirmation email.

If your tracking shows inactivity for more than 7 business days, please contact our support team for assistance.

 

22. Responsibility and Liability

While we strive for a seamless delivery experience, Jade Marlin Cosmetics is not liable for:

  • Delays caused by natural disasters, customs inspections, or courier disruptions.

  • Orders delivered to incorrect addresses provided by customers.

  • Minor packaging imperfections that do not affect product quality.

 

23. Policy Updates

We reserve the right to update or modify this Shipping & Returns Policy at any time.
Changes will take effect immediately upon posting to our website.
Please check this page periodically to stay informed about our policies and procedures.

 

24. Customer Support

We believe in providing a luxury experience, from the moment you order to the moment your package arrives.
If you have questions about your order, return eligibility, or delivery status, our customer service team is happy to assist.

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Contact Us:

Email: info@jademarlincosmetics.com

Location: Los Angeles, California, USA

We respond to most inquiries within 24–48 business hours.

 

25. Final Note

At Jade Marlin Cosmetics, every product is crafted with precision and passion. Our policies are designed to protect the integrity of our brand, ensure hygiene and safety, and uphold fairness for all our valued customers.

By placing an order on our website, you acknowledge that you have read, understood, and agreed to this Shipping & Returns Policy.

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