Returns, Withdrawals & Product Sourcing
RETURNS, WITHDRAWALS & PRODUCT SOURCING
YOUR RIGHT OF WITHDRAWAL
Under EU law (Directive 2011/83/EU), you have the right to withdraw from your purchase within 14 calendar days without giving any reason.
The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.
To exercise the right of withdrawal, you must inform us of your decision to withdraw from this contract by an unequivocal statement (e.g., a letter sent by post or email). You may use the Model Withdrawal Form but it is not obligatory.
→ Model Withdrawal Form (link to /pages/model-withdrawal-form)
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Contact for Withdrawal:
Email: Returns@the-ios.maison
Mail: ROYCE ROLL DESIGN GROUP, LLC d/b/a ICONS OF SKIN MAISON
1000 Brickell Avenue, Suite #715, Miami, FL 33131 USA
HYGIENE SEAL EXCEPTION — PLEASE READ CAREFULLY
All skincare and cosmetic products sold by Icons of Skin Maison are delivered in the manufacturer’s original tamper-evident sealed packaging for health and hygiene protection.
The hygiene seal is applied by the product manufacturer and may include:
· Cellophane or shrink-wrap on the outer product box
· A foil or plastic safety seal on the product opening or cap
· A tamper-evident closure mechanism integrated into the packaging
· A combination of the above
The specific sealing method varies by brand and product line and is determined by the respective manufacturer. You can identify whether the seal is intact by examining the outer packaging upon delivery.
Under Article 16(e) of EU Directive 2011/83/EU, your right of withdrawal is excluded for sealed goods that are not suitable for return due to health or hygiene reasons once the seal has been broken after delivery.
What this means for you:
|
Situation |
Seal Status |
Outcome |
|
Changed your mind, within 14 days |
Intact and unbroken |
Full refund including standard shipping |
|
Changed your mind, within 14 days |
Broken, removed, or tampered with |
Withdrawal right excluded under Art. 16(e) |
|
Product arrived damaged / defective |
N/A — see Section 4.4 below |
Refund or replacement |
HOW TO REQUEST A REFUND
Step 1: Contact Us
Email Returns@the-ios.maison with the following information:
· Your order number
· Date of delivery
· Your name and address
· Reason for your request (you are not required to give a reason for withdrawal, but a brief description helps us process your claim faster)
· Photographs of the product and packaging (required for damage/defect claims; helpful but optional for withdrawal requests)
Step 2: Claim Confirmation
Icons of Skin Maison will respond within 24 hours with a claim reference number and confirmation of next steps. This reference number is for tracking purposes. We will advise you on any further steps required with your claim confirmation.
Step 3: Refund Processing
For valid withdrawal requests (hygiene seal intact, within 14-day period):
· We will refund all payments received from you, including standard delivery costs, within 14 days of receiving your withdrawal notice. Where we require the return of goods, we may withhold reimbursement until the goods have been received back or you have supplied evidence of having sent back the goods, whichever is the earliest, in accordance with Article 13(3) of Directive 2011/83/EU.
· The refund will be issued using the same payment method you used for the original purchase, unless you expressly agree otherwise
· We will provide return instructions, if applicable, with your claim confirmation.
What we cannot refund:
· Supplementary delivery costs if you chose a more expensive shipping option than our standard delivery
· Products where the hygiene seal has been broken, removed, or tampered with after delivery (withdrawal right excluded under Article 16(e) of Directive 2011/83/EU)
DAMAGED OR DEFECTIVE PRODUCTS
If your product arrives damaged, defective, or is not what you ordered, the hygiene seal exception does not apply. You are entitled to a remedy regardless of seal status.
⚠️ We strongly recommend reporting damage or defects within 24 hours of delivery.
This 24-hour window allows us to file a timely claim with our carrier and fulfillment partner on your behalf. Reporting after this period does not extinguish your rights — your statutory warranty rights under EU Directive 2019/771 remain fully unaffected regardless of when you report — but contemporaneous documentation significantly improves our ability to resolve your claim quickly through the supply chain.
To report a damaged or defective product:
Email Returns@the-ios.maison with:
· Your order number and date of delivery
· Your name and address
· A clear description of the damage or defect
· Photographs of:
The damaged/defective product
The outer shipping box (including any visible damage)
The shipping label (if legible)
What happens next:
1. We will respond within 24 hours with a claim reference number
2. We will assess your claim and, where valid, offer a replacement or full refund at no cost to you
3. We will provide return instructions, if applicable, with your claim confirmation.
4. Replacement products will be shipped to you at no additional charge
Statutory Warranty:
All products sold by Icons of Skin Maison are subject to the legal guarantee of conformity under the applicable laws of your country of residence (minimum 2 years under EU Directive 1999/44/EC as amended by Directive 2019/771). Your statutory warranty rights are not affected by any provision on this page.
PRODUCT SOURCING & AUTHENTICITY
Icons of Skin Maison is an independent curated retail platform specializing in heritage luxury skincare.
To secure exclusive inventory and preferred pricing for our clients, we source directly from authorized distributors across Europe, Asia, and the Americas. As a result, the product you receive may feature packaging differences (such as text in French, Italian, or Japanese) compared to items sold in local department stores.
These are 100% authentic, verified formulations identical to the global standard, simply packaged for their original region of distribution.
All products bear the EU Responsible Person information on the label as required by Regulation (EC) No 1223/2009. The Responsible Person is designated by the respective product manufacturer and is identified on the product packaging. Icons of Skin Maison operates as an independent retailer and is not the manufacturer, importer, or Responsible Person for any product sold through this Online Store.
CONTACT
For all refund requests & withdrawal notices:
For product inquiries:
ROYCE ROLL DESIGN GROUP, LLC
d/b/a ICONS OF SKIN MAISON
1000 Brickell Avenue, Suite #715,
Miami, FL 33131 USA
+1 305 317 4117
LEGAL REFERENCES
§ • Right of Withdrawal: Directive 2011/83/EU, Article 9
§ • Hygiene Seal Exception: Directive 2011/83/EU, Article 16(e)
§ • Legal Guarantee of Conformity: Directive 2019/771
§ • Cosmetics Regulation: Regulation (EC) No 1223/2009
§ • Consumer Dispute Resolution Bodies: EU Dispute Resolution Bodies
§ • Consumer Redress in EU: Consumer Redress Portal