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.
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