Returns
Shade Swap - ALL CAPS (One-Time)
If your ALL CAPS shade isn't quite right, we'll help you swap it — once per customer, whether or not the product has been used.
Contact us at orders@baebrow.com within 7 days of delivery with your full name, order number, and the shade you'd like instead. Once our customer service team approves your request, you'll have 7 days from the date of approval to ship the product back to us. You'll cover the cost of return shipping, and we'll cover the reshipment of your new shade.
As an alternative to a shade swap, you may opt for a one-time store credit to put toward a different BAEBROW product instead. To receive store credit, you must still ship the product back to us under the same terms as a shade swap - within 7 days of approval, at your own shipping cost. Once we receive the returned item, your store credit will be issued within 5 working days.
Important: Items shipped back to us without prior written approval from our team will not be eligible for a replacement or store credit. Please wait for our confirmation before sending anything back.
Instant Tint - 60-Day Money-Back Guarantee
Instant Tint is covered under a 60-day money-back guarantee, refund minus return shipping costs. The 60-day period begins on the date your order is delivered.
Instant Tint is eligible for one return or replacement per customer only. If you've previously received a replacement or return for Instant Tint, we will be unable to approve an additional request for the same product.
To start a return, email orders@baebrow.com with your order number and reason for return. We do not provide prepaid return labels — return shipping costs are the customer's responsibility.
Wrong Item Sent
If we sent you the wrong product or shade, contact us within 7 days of delivery at orders@baebrow.com with your full name, order number, and a photo of what you received. Once our team approves, ship the incorrect item back within 7 days of approval - we'll cover your return shipping cost and reship the correct item to you at no charge. We do not offer refunds for fulfillment errors; we will only replace with the correct item.
All Other Sales
All other purchases are final sale. We do not offer refunds, exchanges, or credits outside of the cases outlined above.
General
All requests must be submitted within 30 days of your delivery date. Customer service responds within 48 hours, Monday–Friday, excluding weekends and public holidays. We do not provide prepaid return labels except where we are at fault. We are not responsible for items lost in return transit or for packages delivered to an incorrect address provided at checkout.
FOR EU CUSTOMERS
Your Right of Withdrawal
Under EU consumer law, you have the right to withdraw from your purchase within 14 days of receiving your order, without needing to give a reason. This applies to all BAEBROW products, including ALL CAPS, HOLD UP!, and HOLD UP! Plus, regardless of whether the product has been opened or used.
To exercise this right, contact us at orders@baebrow.com or submit our EU Withdrawal Form within 14 days of delivery with your full name and order number. Once notified, you'll have 14 days to return the item(s) to us. We will issue a full monetary refund within 14 days of receiving the returned goods or proof of return, whichever comes first. Return shipping costs are at your expense.
Shade Swap - All Caps (One-Time)
As an alternative to exercising your withdrawal right, you may also request a one-time All Caps shade swap or store credit under the same terms offered to other customers — notify us within 7 days of delivery, ship back within 7 days of approval, and we'll cover reshipment. Choosing a swap or store credit is entirely optional. Your statutory right to a full monetary refund always remains available within the 14-day withdrawal window.
Wrong Item Sent
If we sent you the wrong product or shade, contact us within 7 days of delivery at orders@baebrow.com with your full name, order number, and a photo of what you received. We will cover return shipping and reship the correct item to you at no charge once approved.
General
Customer service responds within 48 hours, Monday–Friday, excluding weekends and public holidays. We are not responsible for items lost in return transit or for packages delivered to an incorrect address provided at checkout. Where applicable law in your member state requires a longer notification or return window than stated above, the legally required period shall apply.
Shipping & Delivery
Please ensure that your shipping address is entered correctly at checkout. If an incorrect or incomplete address is provided and the package is returned to us, additional shipping fees may apply to resend the order.
Once a package has been marked as delivered by the shipping carrier, responsibility for the package transfers to the recipient. If your tracking shows "delivered" but you cannot locate your package, we recommend checking with neighbors, household members, your local mail carrier, or your local post office for additional tracking details. If theft is suspected, please contact your local authorities.
International orders may be subject to customs duties, taxes, or import fees depending on your country's regulations. These charges are determined by your local customs authority and are the responsibility of the recipient.
If your order arrives damaged, incomplete, or appears tampered with, please include clear photos of the issue when you contact us, so we can assist you quickly — see contact details and timelines above. If your package appears tampered with upon delivery, we recommend taking photos before opening the package to help support any investigation or carrier claim.