How and when should I make a complaint about my order?

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At Care to Beauty, we have a Customer Care team ready to help you with any difficulties or complaints. Please read carefully all the following notes and after, please contact us by the form

Complaint of an order not delivered yet

Before making a complaint about a delay, please note that on standard shipping, the dates provided in the shipping confirmation e-mail are only expected ones. We cannot give 100% assurance because there are procedures that are beyond our control, for instance, customs that are regulated by local Government guidelines. The stated period does not include the necessary customs clearance time when your order arrives in the country of destination (in the case of countries outside the European Union). Local customs have their own rules and procedures and unfortunately we have no power over them.

On orders with delivery by standard shipping

Due to all global transport restrictions and circumstances, we just consider an order lost after 1 month of the maximum expected delivery time (when shipping to EU) or 2 months after the maximum expected delivery time (when shipping outside EU).

On orders with delivery by DHL

Claims of non-delivery placed more than 3 months after the maximum expected delivery period aren´t accepted.

Please note our high level of responsibility and commitment with our customers: We are responsible for your order until its delivery.

If by any reason the delay makes your purchase pointless, we can refund you taking into account our refund policy:

We accept requests for refunds before the delivery happens without any problem if the customer refuses to receive the order. Right after the return starts (with tracking) we refund our customer.
By standard mail and with no delivery attempt made in the period of 2 months (1 month within EU) after exceeding the maximum estimated delivery date provided, when the said period has passed we may assume that the order is lost and proceed with the refund.

For deliveries with no tracking, if the destination postal services company informs us that an order is lost, we offer new shipping or the refund of the total amount of your order to our customer.

Complaint of an order that had a delivery attempt

During the delivery attempt, if the order presents any signs of breach (damaged or wet box, with signs of having been opened, etc.), please reject the order delivery and contact us as soon as possible.

Complaint of an order that was delivered

You should open the package and carefully check it before discarding the packaging. If you receive your order in good conditions and, after opening it, you notice that there is a missing or damaged product, please contact us** within a maximum of 15 days** by email to help@caretobeauty.com.

Please follow our warranty process carefully to minimize any inconvenience - on your email, please provide the following information:

Your order number.
Pictures of the package, shipping label, the items received and the batch number of the product(s);
Detailed description of the damaged item(s).

We will analyse each case individually and offer the most suitable solution. We can offer a refund, partial refund, discount for future purchases or reship the product(s). Our goal is to provide the best solution for you as quickly as possible. Please remember that claims will be only accepted until a maximum of 15 days after receiving your order. Claims made later will not be accepted.

Care to Beauty complies with Portuguese legal obligations and is registered in the "Electronic Complaints Book"