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Haut Cacao Cosmetics cannot be responsible for delayed orders or lost or stolen packages. when orders shipped internationally reach the destination country, they may be subject to customs clearance procedures which can cause delays beyond original delivery estimates. title and risk of loss for the items transfer to the recipient upon delivery to the common carrier. this means that as the purchaser, you are responsible for and are considered the owner of the package in tracking and tracing your package once it is tendered by the shipping carrier (canada post/your country’s postal service). As per our shipping policies, a signature is always required for expresspost guaranteed shipping, so we have made sure that this requirement is clearly stated on our website cart, on our shipping protocol page, and in our terms agreement included in the checkout process as well as in the footer of every page on our website. If you can’t be available to sign for your package, it’s best not to choose expresspost shipping to avoid delays in picking up your order from your local post office.  Please note that naturally occurring mineral pigments can vary in colour, even with identical formulas. Also, oxidation over time can change colours and shades, especially with loose powder pigments. Each full size product that has a sample or travel size option is non-refundable. Samples are not meant to be travel size options. The sample sizes are equal to 1-2 applications to a small area (like the face or wrist) to test colour impact, texture, coverage, and/or to test for a possible allergic reaction. They are carefully measured and are directly proportional to the full size product cost and size. please keep in mind that each product formula produces a slightly different colour tone and depth from the next because the plant butters each come with their own natural undertones and depth. Please reach out for recommendations if you are ordering your usual custom formula in a different coverage. The statements on this website have not been evaluated by the food and drug administration. Products sold are not intended to diagnose, treat, cure, or prevent any disease or medical condition.