Shipping, Returns, Refund and Product Warranty
Shipping cost
We provide free shipping within Europe for orders over $49 and worldwide for orders over $120.
Returns and Complaints
We strive for our customers to be 100% satisfied with the product they purchase from us.
We want you to feel confident in every purchase and we want to provide you with excellent customer service. Please check your shipment carefully upon arrival to ensure it has not been damaged in transit.
30 Days Returns and within 14 days Refund policy after receipt of the Returned item/items.
If you are not satisfied with our products, you can request a full refund within 30 days of receiving the product by returning the product back to us. The customer is responsible for return shipping costs.
In the event of a defect, we will reimburse the return costs and provide a replacement product or refund the original purchase price.
Send your shipment to:
Cool Trends B.V.
Alzettestraat 70
1946SG Beverwijk
Noord-Holland
The Netherlands
Collapsible content
1. How can I return all or part of my order? Step by step guide!
1. How can I return all or part of my order? Step by step guide!
If you decide to return your products to us within the 30-day cooling-off period, we will refund the full amount of your order within 5-10 working days after receiving the product. Unfortunately, we cannot reimburse the shipping costs of returning the product.
Please follow the steps below to return your product:
- 1- Send us an email to support@kawsarbeauty.com and let us know that you would like to return your order or part of it.
- Please wait for a response from our customer service team to verify if we can accept the return.
- Once we agree on your return, than please follow the steps below:
- Pack the returned product carefully and securely, preferably in the original packaging.
- Send the package to the return address you received from our customer service or the address mentioned above and send the Track & Trace code to our customer service.
- Once your package has been received and inspected, if it meets the return conditions we will refund you the cost of the returned products to the payment method you used for the purchase.
Unfortunately, products that meet one or more of the following conditions cannot be returned:
– Sealed products. If the seal is broken, these products cannot be returned.
– Products manufactured by the entrepreneur according to consumer specifications (customization); that are clearly of a personal nature; which due to their nature cannot be returned.
- Products have been used and damaged during use by customers.
– Products in the “Beauty” categories, such as creams, serums, etc., cannot be returned due to hygiene measures. However, this is possible if the product is still in the original, sealed packaging.
2. Immediate cancellation of orders
2. Immediate cancellation of orders
You can only cancel your order within the first hour (60 minutes) of placing the order if it is not shipped. Please contact us at support@kawsarbeauty.com to cancel it.
3. Damaged products upon receipt
3. Damaged products upon receipt
That is very unfortunate! If you have received a damaged or incorrect product, please contact us within 5x days of receiving the product. Unfortunately, after this period the option to claim expires.
For the fastest resolution, please email us with a photo clearly showing the damaged part of the item. Photos are best taken on a flat surface, where the label and defect are clearly visible. We will use this information to help you with your order and to prevent errors in the future.
For damaged items, we will send a replacement package free of charge the first time. Unfortunately, we are unable to offer a refund in this case, but we may consider a partial refund depending on the situation. In some cases, we may request that the damaged item be returned for further investigation.
For questions regarding damaged products upon receipt, please contact us at support@kawsarbeauty.com
4. How long is the return period?
4. How long is the return period?
You can return a product within 30 days of receiving your order unless it is mentioned separately for a specific product a longer or shorter period.
5. How long does it take before I get my money back?
5. How long does it take before I get my money back?
Once we have received the products, checked them and confirmed that they have not been opened or even opened for some products but meet the return policy, a full refund without the shipping costs will be issued to the original payment method. All customers must contact us after returning the package and provide us with tracking information so that we can process the refund. Please note that most financial institutions take an average of 5-10 business days to process the refund.
6. Why are some beauty, skincare or health products are not returnable?
6. Why are some beauty, skincare or health products are not returnable?
We take hygiene and public safety seriously and are eliminating returns on skincare, beauty and health products to ensure the safety of our customers.
Some products, for example serums and creams, cannot be returned if the seal has been broken or the product has been used. These cannot therefore be reimbursed.
We are not alone in this. Other providers of beauty and health products also make misleading returns for the same reasons. However, you can return the product if it is still in the original, closed packaging.
In general, products cannot be returned if any of the following conditions apply:
– The buyer has defective and/or changed the delivered products himself, or has had this done by a third party;
– The delivered products are subject to abnormal conditions or have been inadequately managed and/or checked on the packaging in a manner that is contrary to the instructions of the intermediary;
– The absence of a complete or partial main pipe is a mandatory regulation or to be taken with regard to the nature and quality of the materials used;
– Hygiene products cannot be reimbursed or reimbursed, not under the current hygiene measures. However, you can return the product if it is still in the original, closed packaging.
7. Do I have to bear the costs for shipping of a return?
7. Do I have to bear the costs for shipping of a return?
Yes, customers are responsible for the shipping costs of returns. We recommend using Track & Trace for your return, as we cannot be held responsible for lost packages.
If you would like us to provide you a return label, we can arrange that; however, the cost will be deducted from your refund.
8. Can I return my product without contacting you?
8. Can I return my product without contacting you?
No, We recommend that you contact us prior returning the product.
9. Can products be returned if they are defective?
9. Can products be returned if they are defective?
While we take great care in shipping our products, defects may occasionally occur during transit. If you receive a defective item, please reach out to our customer service team within 3-5 days of delivery for assistance.
If you have received a damaged or incorrect product, please contact us within 3-5 days of receiving the product. Unfortunately, after this period the option to claim expires.
For the fastest resolution, please email us with a photo clearly showing the damaged part of the item. Photos are best taken on a flat surface, where the label and defect are clearly visible. We will use this information to help you with your order and to prevent errors in the future.
For damaged items, we will send a replacement package free of charge the first time. Unfortunately, we are unable to offer a refund in this case, but we may consider a partial refund depending on the situation. In some cases, we may request that the damaged item be returned for further investigation.
For questions regarding damaged products upon receipt, please contact us at support@kawsarbeauty.com
10. Product warranties and what is the product warranty policy?
10. Product warranties and what is the product warranty policy?
Some of our Beauty Tools have a warranty and we really mean that!
The warranty can only be claimed for visible defects that affect use, each tool is unique because they are made differently. For example, if the start button or the battery of the product does not work. You can return the product so that we can check it. If the product is repairable, we will repair it and if not, we can exchange it for a new one.
Our product warranty does not mean that you can return the product and get your money back. The product warranty also does not mean that you can make a claim under the warranty if the product is deliberately damaged or broken. :)
Exchanges are only possible if the returned product is replaced. Exchange for another product is not possible.
11. My order is damaged, what should I do?
11. My order is damaged, what should I do?
To find the fastest possible solution, please attach a photo that clearly shows the poor quality or damaged part of the item. Photos are best taken on a flat surface, where the label and defect are clearly visible. We will use this information to help you with your order and to prevent errors in the future.
If you have received a damaged or incorrect product, please contact us within 3-5 days of receiving the product. Unfortunately, after this period the option to return expires.
Frenquently Asked Questions
FAQs
Shipping, Delivery, Times and Costs
Shipping, Delivery, Times and Costs
We ship orders from Monday to Friday. Orders placed after 6:00 PM CET will be shipped the next business day. Orders placed over the weekend will be shipped on Monday.
Your shipping costs will be calculated and viewable at checkout and are based on the shipping option you select. We have several options for you to choose from to ensure you receive your order in a time frame that suits your needs and budget. Sometimes shipping times depend on the method you select at checkout.
Delivery time:
Delivery time depends on your location and product availability. We aim to deliver orders as quickly as possible and process orders within 24 hours after you have placed an order.
The Netherlands & Belgium
If you place an order before 18:00, we typically process it the same day, with delivery expected within 1-2 days. In rare cases, delays may occur due to the carrier, but you will be kept informed throughout the process.
Germany and Luxembourg
1-3 business days
Other European countries
2-5 working days
United States and Canada
5-10 working days
Shipping costs:
If a product or order says free shipping, you will receive free shipping, and if shipping is paid, you will see the shipping price before payment on the checkout page.
During certain seasons and sales periods, delivery time may be longer by the carriers for example in new year holidays etc. While this is beyond our control and we are not responsible for it, still we’ll do our best to ensure timely delivery and we highly recommend your understanding on this situation.
See here for more information about shipping costs and deliveries.
Order status
Order status
In your customer account you can see how your order is progressing. You can also manage your addresses and payment methods. You can also track the status of your order by clicking Track My Order.
Package Pickup Policy
Package Pickup Policy
We are committed to providing exceptional service to you, our valued customers. To ensure smooth and efficient parcel delivery, we offer the convenience of delivering parcels to designated access points when you are unavailable to receive them at the specified delivery address. However, it is important that you understand and comply with our package collection policies to avoid any inconvenience or misunderstandings.
Package Collection Policy:
Designated Access Points:
We offer you the option to choose a designated access point (e.g. a local store or a collection center) as an alternative delivery location for their packages.
You will be informed of the access point location and opening hours during the parcel delivery notification by the carrier. Sometimes if you are not at present at your address the carrier can take the shipment the the nearby collection point and you should pick it up. however you will receive a notification.
Package arrival notification:
After successful delivery at the access point, the carrier will notify you via email, text message or other means of communication of your preference as indicated in the delivery preferences on the carrier's website.
Collection window:
You are expected to collect your parcels from the designated access point within a reasonable time frame as specified in the notice.
The collection window will be clearly communicated to you together with the parcel delivery notification.
Failure to collect and forfeiture:
In the event that you do not collect your package within the designated collection window, it will be considered a non-collection.
Cool Trends B.V. and Kawsar Beauty is not liable for a refund or replacement of packages that are not collected within the specified period and are lost.
Package security responsibility:
Once the package is delivered to the access point, responsibility for the security and condition of the package passes to you.
You are advised to collect your packages immediately to avoid loss, damage or theft.
Exceptions:
In exceptional cases, such as valid medical emergencies or unavoidable circumstances, you can contact our customer service team to discuss their situation and explore possible solutions.
Customer service help:
Our customer service team is available for any questions or concerns regarding package delivery or collection or access points.
You are encouraged to contact our support team for assistance regarding their packages.
At Kawsar Beauty we believe in transparency and effective communication with you. This package collection policy is designed to ensure a smooth and reliable delivery process and for your convenience. We appreciate your understanding and cooperation in adhering to this policy, which will enable us to provide you with the best possible service.
This policy is subject to change at the sole discretion of Cool Trends. Any updates or revisions will be communicated to our customers in a timely manner. By using our services, customers agree to the terms in this policy.
What should I do if my package is marked as "lost" or has not arrived within the expected time?
What should I do if my package is marked as "lost" or has not arrived within the expected time?
We understand that a lost package can be frustrating. Here are the steps you need to follow:
1. Check the delivery status:
Check the delivery person's tracking information. Sometimes delays can occur due to unforeseen circumstances. Please wait a few days after the estimated delivery date to see if the package arrives.
2. Contact the carrier:
If the tracking information indicates that the package is “lost” or has not been updated for an extended period of time, please contact the carrier's customer service department such as DHL, Postnl, UPS, DPD or any other carrier that was delivering the package directly. Give them your tracking number and all relevant details. They may investigate the whereabouts of your package.
3. Contact customer service at the store where you made the purchase (if applicable):
If you made a purchase from a specific seller or online store, please contact their customer service. If this does not apply to you, please contact Kawsar Beauty customer service.
4. File a claim for a lost package:
If the carrier confirms that your package is indeed lost, submit a request to the carrier. They will guide you through the necessary steps and requirements. Please have all relevant documents or receipts ready for the claims process. Sometimes this claim can require you to fill and sign forms and provide your information and you need to comply with it as it make it easier for the carrier and us to find the lost package and avoid false allegations.
5. Check your delivery address:
Please ensure that the delivery address you provided during purchase is correct and up to date. Sometimes packages are delivered incorrectly due to incorrect addresses.
6. Insured shipments:
If you have shipping insurance, check the terms and conditions to see if you qualify for a refund or replacement. If applicable, file a claim with the insurance company.
7. Contact us (if different from the carrier):
If the package was sent to you by someone other than yourself, please inform the sender about the lost package. They may need to speak with the carrier to resolve the issue.
8. Be patient during the examination:
Once you've filed a claim or initiated an investigation, be patient during the process. An investigation may take some time, but the carrier will do its best to locate the package or provide a solution.
9. Follow up regularly:
Stay in touch with the carrier and/or Kawsar beauty regarding the status of your claim or investigation. Regular follow-ups can speed up the process.
10. Prevention for future shipments:
In the future, consider opting for services that include delivery confirmation, signature requirements, or package insurance for valuable items.
11. Stay informed:
Stay informed of any information from the carrier or seller regarding the lost package. They may contact you with updates or resolution options.
Remember, lost packages are rare, but if they do happen, we are here to assist you throughout the process. Please do not hesitate to contact Kawsar Beauty customer service for any additional assistance or concerns.