Guru Makeup Emporium Avis 4

Absolutely shocking experience with this company.

My partner received the item, opened it carefully just to inspect it — as any normal customer would — and did not use it in any way. Despite this, the seller falsely claimed it was “used” and refused to accept a return.

This feels like a deliberate tactic to avoid refunds rather than a genuine assessment of the product’s condition.

Under the Consumer Contracts Regulations 2013, customers are allowed to inspect items before deciding to keep them. Denying a return in this situation is completely unreasonable.

Instead of handling this professionally, the company chose to argue, dismiss clear explanations, and make the process unnecessarily difficult.

If this is how they treat customers over a simple return, I would seriously question buying anything from them. Be very careful — once they have your money, getting it back seems to be a problem.

First time ordering from this company and all was fine. Received my lip liners in very good time and with a discount code for a good price too.

I purchased a makeup brush from this store and contacted them shortly after delivery to request a return. I opened the packaging carefully to inspect the item — which is perfectly reasonable — but I did not apply the brush to my face or use it with any product. It remains in excellent, unused condition, and I’ve taken care to keep it that way.

Despite this, the seller is currently refusing to accept the return, claiming the brush was used, which is not true. I’m now in a frustrating back-and-forth where my right to return under the Consumer Contracts Regulations 2013 is not being respected.

I simply realised the item wasn’t the right fit for me and followed the correct process to return it. So far, the customer service has been unhelpful and unwilling to acknowledge my explanation. I have had to escalate the matter via Klarna to seek a fair outcome.

I hope this is resolved properly, but I wanted to share my experience to caution others. Disappointing so far.

I don't know how this company doesn't have any reviews! Amazing communication, fast dispatch times, friendly staff.

I have been speaking to Aine, as my first order discount code didn't come through until after my order... She managed to help me out super efficiently!!

Love love love so far! As an MUA I am super excited for my first order to arrive, and hopefully open new doors for many more in the future.

Thankyou lovelies 💕