Where is my package?
If you have not received the shipping confirmation, your order is being prepared.
Our parcel preparation time is 2 working days.
As soon as it is dispatched, you will receive a tracking number by email and will be able to watch its arrival step by step.
How long before I receive my package?
We prepare your package within 2 working days. The speed of delivery will then depend on the method of delivery chosen.
Estimated delivery times
International Priority Package (EU & Switzerland) 2-3 working days
Tracked letter (EU & Switzerland) 3-5 working days
International tracked letter (World) 8-10 working days
International Priority Package (World) 4-10 working days
RETURNS & CANCELLATION
My package arrived damaged/incomplete. How do I get a replacement/refund?
Despite the care taken to protect and prepare our packages, an unfortunate incident might occur.
We are sorry about that and we will do everything in our power to resolve the situation as quickly as possible.
Send us an email at firstname.lastname@example.org with your order number and your preference (refund, replacement or exchange).
You have 14 days from the day after receiving your package to contact us.
○ Article delivered damaged
Please attach to your email a photo of the concerned product.
○ Incomplete order
Depending on your choice, we will send you the missing item within the limit of available stocks (or a similar article if necessary), or we will proceed to its refunding within 14 days.
○ Incorrect article
If you wish to proceed to an exchange, the product to be returned must be sealed, in its packaging, suitable for new marketing and accompanied by your order number.
You will be responsible for the return costs. The exchanged item will be shipped upon good receipt of the returned item.
We advise you to send a tracked, well protected letter, which is both safe and economical.
How can I use my right of withdrawal?
The right of withdrawal applies only to sealed products, in their packaging and suitable to be remarketed, within the limit of 14 days following receipt.
Send us an email or a letter mentioning your desire to withdraw (see form in Terms and Conditions) and return the goods with your order number, by tracked post.
You will be responsible for the return costs. We will refund your order upon good receipt of the items.
Can I return a cosmetic product?
If it is still sealed, in its packaging and ready to be remarketed, you can indeed return the product within 14 days of receipt. (see procedure above)
If the product is unsealed, for reasons of hygiene and consumer health protection, it is not possible to return it. (see Terms and Conditions)
What is vegan?
Vegan products do not contain any ingredients of animal origin.
Only STARGAZER brand's products on the website are not vegan because of the presence of lanolin in their formulas and they are indicated as such. All the other brands are vegan.
This means that the product has not been tested on animals.
This is the case for 100% of cosmetics sold on the website and it will always be.
Can we contact you for a partnership?
Thank you for your interest but we are not looking for new partnerships as of now.
For any question, suggestion or complaint, contact us by email at email@example.com