Refunds & Returns

At Aesthetic Story, your satisfaction is our priority. If you are not completely satisfied with your purchase, please read our refunds and returns policy below.

Returns Window

You may request a return or exchange within 14 days from the date you received your order. To be eligible for a return, products must be returned in their original condition and packaging unless they are defective.

Hygiene & Opened Products

For health and safety reasons, makeup and skincare that have been opened, used, or altered cannot be returned unless the product is defective or damaged on arrival. Sealed and unused items are eligible for return within the returns window.

Defective or Damaged Items

If your item arrives damaged or defective, please contact us within 7 days of delivery. We will require a photo of the damaged/defective product and its packaging to process the claim. Defective items will be replaced or refunded at no extra cost.

How to Request a Return or Refund

1. Contact our support team at admin@aestheticstory.com or call +389 71 693 322 with your order number and reason for return.
2. We will reply with a return authorization and instructions. Please do not send items back without authorization.
3. Pack the item securely in the original packaging (if possible) and ship it following the provided instructions.
4. Once we receive and inspect the return, we will notify you and process your refund or exchange.

Shipping for Returns

Unless the item is defective or we made an error, return shipping costs are the responsibility of the customer. We recommend using a tracked shipping method — Aesthetic Story is not responsible for returned packages lost in transit.

Refund Method & Processing Time

Refunds are issued to the original payment method. After we inspect the returned items, refunds will be processed within 7–10 business days. The time it takes to appear in your account depends on your bank or payment provider.

Exchanges

Exchanges (for size, shade, or replacement) are handled as a return + new order. If you want an exchange, please tell us in your initial message so we can reserve stock where possible.

Non-Returnable Items

• Opened or used cosmetics and skincare (unless defective)
• Gift cards
• Items marked as “final sale” or “non-returnable” at checkout

Partial Refunds

Partial refunds may be granted in cases where items are returned in a condition that differs from the original sale condition (e.g., missing parts, significant wear).

Questions or Help

Need assistance? Contact our customer care team:
Email: admin@aestheticstory.com
Phone: +389 71 693 322
Location: Skopje, North Macedonia

Note: This policy is intended to be fair and transparent. Aesthetic Story reserves the right to update this policy; customers will be notified of significant changes on our website.