Shipping, Returns & Refund Policy

Shipping, Returns & Refund Policy:

How We Ship Our Products:

Once we receive your order, we ship the domestic orders within 2-4 working days via domestic couriers service. In case of any delays in shipping we contact our customers and inform them. The shipping charges are shown at the time of shopping cart checkout.

In case of International orders, we ship via DHL courier and it usually takes 7-15 working days to receive the order. DHL tracking service provides exact status of the delivery. In case of any delays, we inform customer.

Returns & Refund Policy:

We have fair Refund and Return Policy for all our valued customers. Please go through the details before you buy the products. In case if you Still have any queries or need more information, please feel free to contact us Customer Support and we will be happy to assist you as best as we can.

How to Cancel Order:

You can cancel your order by contacting us via contact us form and mentioning order number, as long as the order has not been shipped yet.

Please provide all necessary information regarding your order: order number or eventually full name used to place the order or email address. We will get back to you via email informing you about the status of your order.

Please keep in mind that unless cancellation takes place before the shipment has been processed, your order cannot be stopped and will be delivered to you. At this point, you will be able to return your order (or in some cases to refuse its delivery).

Which items can/cannot be returned?

In order for the return to be accepted, it must respect the following rules:

the product(s) must never be opened or used;
the product(s) has to be sealed in its original packaging, including the protective cellophane or labels (if any) – if the product box has no mark or seal, you must keep intact the box, or any other packaging;
you shall ensure that the product conforms to all the accompanying components: samples, gifts, among others, respecting the original shipping conditions;

Return process (everything you should know if you want to return product / order)

Our main goal is your complete satisfaction so purchasing with us is easy and fully transparent and we offer a “Return Policy” where you can make a return request of a product(s) within 14 workdays of its delivery.

Before attempting to return an order, you need to contact our customer service team to request a returns authorization. It is very important that you wait for our email with the return information/documents and save product(-s) under the same conditions that you’ve received them in order to return it. Please do not return any product(s) on your own.

After receiving the product(s) back – if you proceed accordingly to all the information and the product(s) are received by us in their original packaging – we will review the case and contact you via email providing confirmation.

Who will cover the cost of returning the product/order?

We are more than happy to cover/refund the cost of return when it is required due to our error.

We will not refund the cost of returning the order if the return is caused by the customer’s mistake or if the product(-s) is no longer wanted or required. These costs will need to be covered by you upfront.

The product received looks slightly different then on the picture on your website – what to do?

Product photos are for information purposes only. We are not responsible for any changes in the appearance of the product made by the manufacturer. As we inform next to photos of all the products you can find on our website:

“We try our best to make the image as a representative of the actual product as possible. In rare cases, the actual appearance and language on the package of the product may differ from the one presented in the picture.”

The cosmetic industry is very dynamic and brands decide to change, improve the presentation of their products pretty often, many times without warning retailers. Sometimes we are not able to react fast enough and always present the most recent picture of products. If you have doubts about the product, you can contact us. Our team will double-check if the product received by you is the correct one, just in a new version, or if it is a completely different product
In the first case, we recommend keeping an item as most probably the previous version of it won’t be available anymore at the market. If you will decide to return the product anyway – in such case – the refund cost will need to be covered by you.

You received wrong/damaged product(s) – what now?

It is important that you check your order or items upon receipt and always before use. Please always check the product(s) at the moment of arrival, we may not be able to offer compensation if you report a problem with the product(s) too late. Complaints will only be accepted up to 15 days after receiving the order. We cannot be held responsible for the product(s) that were stored by the customer for a significant amount of time.

Although we try our best to prevent any damage to your goods during transportation, it is possible that problems may occur. We also have high standards when it comes to preparing your order, however, mistakes can occur from time to time. Please accept our apologies if you have received a damaged or wrong item.

If any errors occur or issues arise then these need to be reported to us immediately so we can investigate. Please provide details of the fault and attach photo(s) of the problematic product (-s) to your message so we can have any chance of evaluating the situation. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience.

We will review each case individually and provide the best solution possible. We can offer refund, partial refund, discount for future purchase or reshipment of the item(-s). Our aim is to provide the best solution for you as quickly as possible.

You received an incomplete order – what now?

We also have high standards when it comes to preparing your order, however, mistakes can occur from time to time. Please accept our apologies if you have received an incomplete order.

If any errors occur or issues arise then these need to be reported to us immediately so we can investigate. Please provide details of the fault and attach a photo(s) of the parcel to your message so we can have any chance of evaluating the situation. Please inform us if the parcel looks like it may have been opened prior to delivery (for example by customs). As part of our customer objectives, we will do our utmost to resolve your query with speed, ease and with absolute minimal inconvenience.

Note: If your order was shipped via Regular Mail through National Post Office Service the missing part of the order may be delivered in a separate parcel.
If the total weight of your order is over 2kg and you have chosen delivery via Regular Mail, it will be divided into 2 or more parcels. This will not affect the shipping cost. You will receive information about it, together with tracking numbers for each parcel in the shipping confirmation e-mail.

You received wrong/damaged product(s) – what now?

It is important that you check your order or items upon receipt and always before use. Please always check the product(s) at the moment of arrival, we may not be able to offer compensation if you report a problem with the product(s) too late. Complaints will only be accepted up to 15 days after receiving the order. We cannot be held responsible for the product(s) that were stored by the customer for a significant amount of time.

If any errors occur or issues arise then these need to be reported to us immediately so we can investigate. Please provide details of the fault and attach photo(s) of the problematic product (-s) to your message so we can have any chance of evaluating the situation. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience.

Order returning because it was not collected from the post office on time – what is the procedure?

If on the tracking page you can see the following (or similar) status: “Order returning as unclimed / not collected”
There is a different pick-up deadline, depending on the destination country. Please check it with your local post office. The order that was not collected the post office on time will return to us as “Unclaimed”.

After receiving the parcel, we will contact you immediately via email and you will decide which solution is better for you:

if you want us to send the order again (meaning you will have to cover the cost of reshipment);
or if you want us to cancel your order at this point (in such case the cost of shipping is not refundable). In that case, we will process a refund back to the original account used to purchase the item. It can take extra 5-10 working days to be processed

Order returning because customs clearance was not completed – what is the procedure?

In case of order shipped via Regular Mail through National Post Office Service, if the customer does not finalize the customs clearance (for any reason), the order will usually return to the sender (us).

After receiving the parcel, we will contact you immediately via email and you will decide which solution is better for you:

if you want us to send the order again (meaning you will have to cover the cost of reshipment);
or if you want us to cancel your order at this point (in such case the cost of shipping is not refundable). In that case, we will process a refund back to the original account used to purchase the item. It can take extra 5-10 working days to be processed

In case of order shipped via Express Shipping through DHL, if the customer does not finalize the customs clearance (for any reason), the order may or may not return to sender (us). Many times the order will only be returned to Care to Beauty in case we pay the import taxes due. Many times we will not be able to pay such fees and parcel will be destroyed by customs. Some countries do not allow returns from customs and parcel may be automatically destroyed. In such a case and for reasons mentioned above – Care to Beauty will not be able to resend your order or refund the amount paid.

If we will be able to get the parcel back with no extra cost (or the cost of getting it back is not higher then the value of the order) – the amount to be refunded is related only to products purchased in the store, not including the freight charge(s) – both sides or any extra clearance cost. In this case, all additional charges will be the responsibility of the customer and refund will be reduced by the value of those charges.

How and when you will receive refund?

We will process a refund back to the original account used to purchase the item. It can take extra 5-10 working days to be processed. You will receive an e-mail confirming your account has been credited once your refund is processed.

Refunds can take 10+ days to appear on your statement. If it takes longer please contact your bank for assistance. PayPal funds are available back at the account right after the refund was processed.