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FAQS

Where are Carmelas Cosmetics products manufactured?                                 
  • Carmelas Cosmetics are manufactured only in Canada and United States.                  
Which countries does Carmelas Cosmetics ship to? 
  •  Carmelas Cosmetics ship to United States and Canada via USPS shipping. Outside of the United States and Canada we rely on a carrier called Ascendia which provides reliable deliveries but parcels could take up two months to arrive depending on the distance shipped from Canada.  We currently support Canada, United States, Australia, Austria, Belgium, Denmark, Finland, France, Hong Kong, Ireland, Japan, Netherlands, New Zealand, South Korea, Spain, Sweden, Switzerland. We also ship to other countries at higher rates.

Do you ship to my country?      

  • Probably! Carmelas Cosmetics ships all orders from the U.S & Canada via USPS or standard international mail service. Unfortunately we’ve found that certain countries seem to have more than their fair share of lost packages. Here’s the list of places we are currently unable to ship to: Afghanistan Åland Islands, Antarctica Bonaire, Saint Eustatius and Saba Bouvet Island Congo, the Democratic Republic of the Côte d'Ivoire, Cuba, Eritrea Guernsey, Guinea-Bissau, Haiti, Heard Island, and McDonald Islands, Iran, Iraq, Jersey Korea, Democratic People's Republic of Liberia Libyan, Arab Jamahiriya Marshall Islands Micronesia, Federated States of Myanmar, Palau, Somalia, Sudan, Syrian, Arab Republic Tokelau, or Yemen
How much is shipping?                                                                                 
  • All of our shipping costs as a flat rate. It doesn't matter if a customer purchases (1) lipstick or (20) lipsticks the same shipping cost will be applied. Shops can use this flat shipping rate to encourage customers to add products to their order without increasing their shipping costs or rely on third-party apps to calculate a customer's shipping price. Shipping for customers in the US is a flat rate $4.99 rate. A majority of orders shipped to the United States will be handled via USPS First Class Mail which average a 3-4 business day delivery. Orders with a large quantity of products may be processed with UPS which average a 10 business day delivery for the same $4.99 rate. Larger orders will required a signature confirmation. Shipping across Canada is $6.99 via Canada Post. The delivery timeline depends on the customer's distance from Toronto, Canada. Local deliveries within Toronto could take two days, while deliveries to Canada's West Coast could take up to 10 business days. Shipping outside of the United States is a $9.99 but may increase if our carrier applies a surcharge on heavy parcels. The vast majority of your customers will fall into the standard $9.99 rate. All international orders are shipped with Ascendia. Delivery take between 7-74 days depending on the customer's distance from Canada. You can expect that a delivery to Japan will take longer than a delivery to Iceland. Through Ascendia we are able to service Australia, Austria, Belgium, Denmark, Finland, France, Hong Kong, Ireland, Japan, Netherlands, New Zealand, South Korea, Sweden, and Switzerland.
What is the return policy?                                                                      
  • We want our customers to absolutely love our cosmetics! If an item is defective or incomplete, please contact us as soon as possible; we’ll replace that item only for these reasons, only if the item or items are sealed. We’ll provide replacements on damages that happened during formulation, but not for products that were damaged through neglect or everyday use.

How many items can I buy in one purchase?                                               
  • You can buy as much items as you want. We also offer Carmelas Cosmetics at a wholesale discount price. Please contact us directly @ carmelas@carmelascosmetics.com 
I placed an order. When will I get my package?                                       
  • Please note that until further notice shipping may be delayed as our partners comply with local Covid-19 regulations. All products are still being shipped as quickly as possible and will continue to ship as long as USPS and FedEx are operational. On-demand and in-stock items items usually ship within a few days of ordering, though it can sometimes take up to 1-2 weeks to ship. Shipping estimates are provided on a per-product and per-order bases. Please check the page for the product you are interested in purchasing or review your email to see when your estimated ship date was. If you ordered multiple items, we'll ship them when all the items are ready. Our goal is to always get you what you ordered as quickly as possible, but sometimes things go wrong because, under most circumstances, what you're buying from us…well, it doesn't exist yet. Production can be delayed by missing inventory from our wholesale suppliers, other successful campaigns that may be in production around the same time, or simple human error and limitations. If your order is going to be late for any reason, we'll do our best to let you know. If it's going to be really late, we'll make it up to you somehow, we promise.
How are individual packages packaged?                                                    
  • We include a minimal paper box for each product so customers have an      opportunity to read the ingredients prior to using their purchases. 
What is the shelf life of my product?                                                             
  • The shelf life of our products are 36 months

How can I get in touch with your customer service team?                       
  •  For customer service inquiries only, please E-                 mail carmelas@carmelascosmetics.com

I emailed your customer service team. When should I expect a response?      
    • We aim to respond to all E-mails within 48 hours. Please note that this          timeframe may be extended during and immediately after launches.

    I have not received my order confirmation, what should I do?                 
    • Order confirmations can sometimes take up to 24 hours to receive due to high demand. If you have not received your order confirmation E-mail after 24 hours, please contact us at carmelas@carmelascosmetics.com with your inquiry.

    Do I need to set up an account to place an order?                                     
    • No, but by setting up an account, you become a Carmelas Cosmetics VIP member and have access to discount and promotions. You will also be added to our email list for exclusive updates in the future.

    Do you ever do giveaways?                                                                           
    • Yes, we run official giveaways on carmelascosmetics.com
    I've forgotten my password. What should I do?                                         
    • To reset your password, go to http://carmelascosmetics.com/account/login and  click on “Forgot your password?” above the sign-in button. You will then be prompted to enter your E-mail address you used to create your account. Once you submit, you will receive an E-mail notification with a link to reset your password. Once you’ve done this, you can log in with your new password as normal.
    Do you offer discounts and promotion?                                                       
    • Yes from time to time we offer discounts and promotions. Sign up for our email and/or SMS alerts to receive news on special offers.

    My Credit card statement is showing a recurring charge?                         
    • Don’t panic! We promise you have only been charged once and will not be charged again. Some banks list our charge as recurring because we authorize your card when you place your order but don't charge it until the order ships. We're happy to further provide a confirmation by giving you an invoice. Reach out to us if you have any questions.

    What are Frost, Pearl, Satin, Metallic, Matte and Cream Formulas?  
       
    M – Matte finish (no shine)   
    C – Cream finish (natural shine) 
    S – Sheer finish (less opaque natural shine)   
    F – Frost finish (metallic type of finish high shine)   
    P – Pearl finish (iridescent look not as intense as frost)