Returns & Refunds
Due to the nature of our skincare and cosmetic products, we do not accept returns or exchanges for change of mind, personal preference, or products that have been opened or used.
If your order arrives damaged, defective, incorrect, or is lost during shipment, please contact us as soon as possible after discovering the issue. Claims regarding damaged products should be submitted within 30 days after delivery, and claims regarding packages believed to be lost in transit should be submitted within 30 days after the estimated delivery date.
We will review your request and, when eligible, arrange an appropriate replacement or refund.
Please do not return or mail any product without first contacting KOÍLOS and receiving return instructions. Products returned without prior authorization may not be accepted or eligible for reimbursement of return shipping costs.
To report an issue with your order, please contact us at management@romareserve.com and include your order number and a description of the issue. We may request photographs or other information reasonably necessary to evaluate your request.
Damaged or Defective Products
Please inspect your order when it arrives. If an item is damaged, defective, leaking, faulty, or you received the wrong product, contact us as soon as possible so that we can evaluate the issue and make it right.
Please retain the affected product, shipping box, packaging materials, and shipping label while your request is being reviewed. We may request clear photographs of the product and shipping packaging or other information reasonably necessary to investigate and process the claim.
If a return is required, KOÍLOS will provide you with the applicable return instructions and authorized return destination. Do not send the product back before receiving these instructions.
Lost Shipments
If you believe your shipment has been lost in transit, please contact us with your order number. We will investigate the shipment and determine whether a replacement or refund is appropriate.
Non-Returnable Items
Because our skincare and cosmetic products are produced and packaged specifically for our brand, we generally cannot accept returns for change of mind or personal preference. Products that have been opened or used are generally not eligible for return except where the product is damaged, defective, faulty, incorrect, or where otherwise required by applicable law.
Refunds
If a refund is approved, we will notify you and process the refund to your original payment method. Please remember that your bank or card issuer may require additional time to post the refund to your account.
Please do not send products to our business mailing address. Returns must be authorized in advance, and return instructions will be provided after your request has been reviewed.
Questions
For questions regarding your order or this policy, contact us at:
KOÍLOS
A brand of Roma Reserve LLCcare@shopkoilos.com