Refund Policy

Last updated: November 5, 2026

Still Her is operated by Sajemo LLP. We want you to love your powder. This policy explains our 90-Day Money-Back Guarantee, our Shade Match Promise and how returns work. Nothing in this policy limits any rights you have under the consumer protection laws that apply where you live.

Contact us first

For any return, exchange, refund or problem with an order, email us at support@stillher.com with your order number before sending anything back. Returns sent without our approval and without the return address we give you by email cannot be accepted or refunded.

If something is wrong with your order, please contact us before opening a dispute or chargeback with your bank or card issuer. We answer every message and can usually resolve the issue faster than a dispute. Contacting us first is a condition of the Money-Back Guarantee.

90-Day Money-Back Guarantee

If you are not happy with The Fuller Part™ Powder, you can return it within 90 days of delivery for a refund of the price you paid for it, even if you have opened and used it.

  1. Email support@stillher.com within 90 days of delivery with your order number and the reason for your return.
  2. We will reply with a return authorization and the address to send your item(s) to.
  3. Send back the compact(s) you want refunded, used or unused, within 14 days of receiving our return authorization. We recommend a tracked shipping service: we cannot refund returns that are lost in transit.
  4. Once we receive your return, we will refund the product price to your original payment method within 10 business days. Your bank may take a few additional days to show the refund.

Conditions of the guarantee:

  • Return shipping costs are paid by you, unless the item is defective or we made a mistake.
  • The guarantee applies once per customer and per household (same name, address, email address or payment method) and to your first order only.
  • The guarantee applies only to products purchased directly from our official online store. Products bought from resellers, marketplaces or other third parties are not covered.
  • Sets and free gifts: if you return a set (such as the Shade Duo or the 3-Month Set), the refund is calculated on the price you actually paid. If you return a 3-Month Set, please also return the free Precision Part Brush; if it is not returned, its retail value ($12) will be deducted from your refund. If you keep part of a set, the remaining items are refunded at their share of the set price, not at the single-item price.
  • Shipping costs paid on the original order, if any, are not refundable.

Shade Match Promise (free shade exchange)

Choosing a shade online is hard. If your shade is not a match, we will exchange it once per order, free of charge:

  • Email us within 30 days of delivery with your order number and the shade you would like instead.
  • We will send you the return address and cover the cost of returning the original compact (we will either send you a prepaid label or reimburse your return postage on presentation of your receipt).
  • Your new shade ships free as soon as we receive the original compact.
  • One exchange per order. Exchanges are for a different shade of the same product.

Damaged, defective or wrong items

If your order arrives damaged, defective or incorrect, email us within 7 days of delivery with your order number and photos of the item and packaging. We will send a replacement or issue a refund, at our choice, at no cost to you. In some cases we may not ask you to send the item back.

Cancellations

You can cancel your order within 12 hours of placing it, as long as it has not been shipped yet. Email us as soon as possible. Once an order has shipped, it can no longer be cancelled, but it remains covered by the 90-Day Money-Back Guarantee.

What we cannot accept

  • Returns sent without a return authorization from us, or to an address other than the one we give you.
  • Requests made after the 90-day period (or 30 days for shade exchanges).
  • Products not purchased from our official store.

Questions

Email support@stillher.com. Still Her is operated by Sajemo LLP, registered in England and Wales (OC457962), Dalton House, 60 Windsor Road, Merton Abbey, London SW19 2RR, United Kingdom. This address is not a returns address.