Refund policy
Returns & Exchanges
What is your returns policy?
At MsLondon, we are super proud of our products and the fantastic customer service that sets us apart. Customer satisfaction is at the heart of everything we do and we’re thrilled to go the extra mile to ensure you fall head over heels for our products!
In the rare event that your purchase doesn’t have you doing a happy dance (though we’re pretty sure it will), please don’t hesitate to reach out to us on WhatsApp: +27784341469, email: care@mslondon.co.za or Instagram DM within 14 days from delivery. We have a range of solutions, including expert tips to help you get the most out of our unique products. And guess what? We’re especially passionate about making sure you find your perfect Foundation shade. If you feel your chosen shade isn’t quite an exact match, no worries at all! We excel at colour matching and will ensure your ideal shade finds its way to you!
Your joy is our success, and we’re here to make your journey with MsLondon an exceptional one. Thank you for choosing us and being a part of our wonderful community!
Please keep in mind: we are unable to refund shipping costs.
How can I make a return or exchange?
Oh no - we’re sorry to hear that you didn’t love your purchase! Please contact us on WhatsApp +27784341469 or email care@mslondon.co.za with your order number and the products you’re unsure of, and we’ll assist you every step of the way.
How long does a refund take to process?
Once you have contacted us and we have received your products, refunds usually take up to 10 business days to appear on your credit card statement.
Can I return a gift?
You can exchange any gifted item for something more to your taste through contacting us on WhatsApp +27784341469 or email care@mslondon.co.za with the full name and email address of the giver, along with the products you wish to exchange; don’t worry, the giver will never know! Once we have located the original order, we’ll take care of the rest. (Please note this is only for MSLONDON products purchased directly through us here online; we are unable to refund or exchange items bought from our 3rd party retailers)
Oh no - I’ve received the wrong product!
In the unlikely event that you have received a different product from the one you ordered, we are very sorry about that! Please contact us on WhatsApp +27784341469 or email care@mslondon.co.za with your name and order number, and we’ll send out the correct product straight away.
Billing
How can I pay for my products?
We currently accept Mastercard, Visa, Apple Pay, Instant EFT, mobicred.
When will my credit card be charged?
Your credit card will be charged once your order has been accepted and processed.
Can I save and remove my payment information?
Yes! You will be given the option to save the payment information you are using for your purchase when you set up your account. If you wish to remove any information you have saved, you can do this on your account page. Please connect with care@mslondon.co.za or WhatsApp +27784341469 if you require any assistance.
Help - my payment was declined!
Oh no! If your payment didn’t go through, there are a few things you can check: do we accept the form of payment you are trying to use? Do all of your billing details (such as security code and billing address) match what you can see on our system? Has your card expired? If you are still experiencing any issues, please contact care@mslondon.co.za or WhatsApp +27784341469 and we’ll see what we can do to help.
Colour Matching
Can you really colour match me online?
Yes - our experts have successfully colour matched over 70,000 faces already!
Is it normal to be recommended 2 shades through the colour match?
It can be, yes. Our skin tones naturally fluctuate through the months and seasons. A few days of a new activity (like gardening, swimming or taking an extended walk) can change your tone and you will find a shade up or down suits you better for a while. Having 2 shades enables you to wear them individually or mix them together as you wish.
Oh no - I’ve been colour matched and don’t think this is the shade for me!
We’re very sorry to hear that you are not satisfied with the colour that was matched to you. Please contact care@mslondon.co.za or WhatsApp +27784341469 with an image of yourself wearing the foundation shade we recommended for you. An expert will be in touch as soon as possible to provide their services in order to reach a mutual solution.
Gift Cards
Does MsLondon sell Gift Cards?
Not yet, but we're working on it!
Orders
Where can I see my order history?
You can find all orders you have placed with us in your personal Account. If you checked out as a guest, you will have received a confirmation email detailing all individual orders.
Can I update my order?
Please WhatsApp +27784341469 or email care@mslondon.co.za as soon as possible if you would like to change your order. Our teams work very hard to process orders quickly, but we’ll do everything we can to assist you with your request.
Transparency
What makes MsLondon products different?
MsLondon has combined innovative thinking and years of precision formulation to hand craft the purest cosmetic products, using the finest crushed minerals. Our products are super clean, unique and use undiluted mineral colour pigments that will leave your skin glowing. All of our products are free from preservatives that are found in most other cosmetics on the market, are cruelty free and vegan.
Who formulated our foundations?
All of our powder formulations were handcrafted on a kitchen table by co-founder Natasha Iwegbu. Natasha would stop people on the street and ask them to model for her so that she could mix the perfect shade. This went on passionately for years, until the perfect set of 12 shades of foundations were created. Plus a further 19 shades of blush, contour, bronzer and highlighter - all mineral, all natural! The MSLONDON mineral foundations are a testament to the effort and care that Natasha put into their creation. Natasha is a Chartered Mechanical Engineer, inventor and a member of the Society of Cosmetic Chemists.
What is in our foundations?
Titanium Dioxide (not in Coco 2,4 or 6)
Iron Oxides
Zinc Oxide
Sericite
Ultramarine Blue
Mica
That’s it!
Where is it made?
Formulated in the UK, Mixed in Taiwan, Packaged in South Africa.
We found an awesome factory in Taiwan that carefully mixes all of the raw ingredients in our formulations for us. They ship the perfect mixes to South Africa and we assemble the product in our warehouse. We check all the raw ingredient paperwork yearly and with each batch made. Their benchmarks are Natasha’s original mixes and we don’t stop until they are perfectly made.
How did MsLondon start?
Sisters and co-founders Ego & Natasha Iwegbu were struggling to find a natural looking foundation that didn’t irritate Ego’s sensitive and acne prone skin, so they decided to take matters into their own hands. Natasha formulated all of our 33 mineral powders back in 2005 from her own home. At that time, Ego was busy opening a chain of salons in London and they didn’t realise the magic of Natasha’s formulations until 2015 when MSLONDON COSMETICS was launched in South Africa. With no investment, the cosmetics have organically grown in South Africa through word of mouth and landed us in 2 major retailers. We can’t wait for you to experience the magic for yourself!
FAQ’s
I have sensitive skin - can I use your products?
Yes! If you suffer from any sensitive skin issues, then you know how important it is to use less ingredients on your skin. Various oils, fragrances, preservatives and pore-clogging penetrating micron particles tend to inflame and irritate the skin. Our products contain none of these irritants and are designed to rest on the surface of your skin, creating a physical, breathable and non-penetrating barrier for your skin.
Does MsLondon have a loyalty programme?
Absolutely! We think that your loyalty should be acknowledged and rewarded as a thank you for trusting us with your cosmetics. If you sign up to our mailing list and create a personal account through www.mslondon.co.za you’ll not only receive notifications of our special offers, discount codes and new product launches, but you’ll also be treated to personalised offers just for you, as a special thank you from us!
Can I sell your products on my own site?
Your purchase of MsLondon products is to be for your own personal use. When purchasing our products, you are agreeing to not sell or distribute those products for any commercial purposes or gain.
Help - I purchased your product from a third party marketplace!
Unfortunately, we cannot accept any returns or exchanges, for products not purchased through our website.
What if I have a question that I can’t find the answer to?
Ask away! Please contact care@mslondon.co.za with your question - we want you to have all the information you need.
