Customer care

Refund & Return Policy

Last updated: October 30, 2026.

At AFS Digital Enterprises LLC, we want you to be confident when you order and to know exactly how returns, refunds, and order issues are handled.

Return Window

We accept eligible return requests within 30 days of delivery. To qualify for a return, the item must be: Unused and in its original condition; In its original packaging, with all tags, accessories, and included items; Free of damage, stains, odors, or signs of use caused after delivery; Accompanied by proof of purchase or the order number. Contact us at support@smoochemakeup.com before sending anything back. Returns sent without prior authorization may not be accepted.

Non-Returnable Items

The following are not eligible for a standard return, except where the item is defective, damaged, or incorrect, or where applicable law provides otherwise: Items returned more than 30 days after delivery; Items that have been used, worn, altered, washed, or damaged after delivery; Items returned without their original packaging, tags, or included accessories; Items marked as final sale or clearance at the time of purchase; Gift cards, where offered.

Damaged, Defective, or Incorrect Items

Please inspect your order on delivery. If your order arrives damaged, defective, incomplete, or different from what you ordered, contact us at support@smoochemakeup.com as soon as possible and include: Your order number; A description of the issue; Clear photographs of the product; Clear photographs of the shipping packaging, where relevant. Once we have reviewed the issue, we will provide an appropriate solution, which may be a replacement, a refund, or another resolution depending on the circumstances. Where the problem was caused by us or during fulfillment, we cover reasonable return or replacement costs.

Change of Mind

For eligible unused items returned because you changed your mind, you may be responsible for the return shipping cost. Original shipping charges are non-refundable unless the order was incorrect, damaged, defective, or otherwise eligible under applicable consumer law.

Right of Withdrawal — United Kingdom, Ireland, and Germany

If you are a consumer resident in the United Kingdom, Ireland, or Germany, you have a statutory right to withdraw from your purchase within 14 days of the day you, or a third party you nominated, take physical possession of the goods. You do not need to give a reason, and this right applies in addition to the 30-day return window described above. How to withdraw. Send a clear statement of your decision to withdraw to support@smoochemakeup.com before the 14-day period ends. Include your order number. You may use a model withdrawal form, but you are not required to. Returning the goods.

You must send the goods back without undue delay and no later than 14 days after telling us you are withdrawing. Unless the goods are faulty, incorrect, or not as described, you are responsible for the direct cost of returning them. Your refund. We will refund all payments received from you, including the standard delivery cost of the original order, without undue delay and no later than 14 days after the day we receive the goods back, or after you provide proof that you have sent them, whichever is earlier. If you chose a more expensive delivery method than our standard option, we refund only the standard delivery cost.

Refunds are issued to the original payment method. Reduced refunds. We may reduce your refund to reflect any loss in value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning. Exceptions. The statutory right of withdrawal does not apply to certain goods, including goods made to your specifications or clearly personalized, and sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed. Nothing in this section limits your other statutory rights, including your rights where goods are faulty, not as described, or not fit for purpose.

How Refunds Are Processed

Once we receive and inspect an approved return, we will notify you of the outcome. Approved refunds are issued to the original payment method used for the purchase, through AFEX Pay. After we process a refund, your bank or payment provider may need additional time to post the funds to your account; that timing is outside our control.

Order Cancellations

If you need to cancel or change an order, contact us at support@smoochemakeup.com as soon as possible. We will make reasonable efforts to accommodate the request before fulfillment begins. Once an order has entered processing, fulfillment, or shipment, we may no longer be able to cancel or change it. In that case, the standard return process applies after delivery. If we are unable to ship your order within the timeframe stated at purchase, or within 30 days where no timeframe was stated, you may cancel for a full refund.

Lost or Undelivered Packages

If tracking indicates a package may have been lost before delivery, contact us. We will review the shipping information and, where appropriate, open an investigation with the carrier or fulfillment provider. If a package is confirmed lost, we will work with you toward an appropriate resolution, which may include a replacement or a refund.

Missing Refunds

If we have confirmed that a refund was issued but you have not received it, first check with your bank, card issuer, or payment provider. If you still need help, contact support@smoochemakeup.com.

Before Filing a Chargeback

If something is wrong with your order, contact us first at support@smoochemakeup.com. Most issues are resolved within one business day. Filing a chargeback before contacting us slows the process down and may restrict your ability to order from us again.

Consumer Rights

Nothing in this policy limits any mandatory consumer rights available to you under applicable law. Where the law of your country or state provides greater rights than those described here, those rights apply.

Contact

AFS Digital Enterprises LLC 412 W 7th St, STE 906 Clovis, NM 88101 United States Email: support@smoochemakeup.com