shipping protocol - HAUT CACAO

OUR POLICY:

Once your payment is accepted by STRIPE, your formulas are freshly handcrafted, labeled, and shipped! This takes 2-4 business days. The estimated shipping times below do not begin until your order has been shipped. They do not begin upon placing your order. haut cosmetics is not responsible for delayed shipments by canada post, items damaged or lost in transit. It is not Haut Cosmetics’ responsibility to ensure the shipping address is correct. The address we receive is the address that your order will be shipped to. for security purposes, exchanges are not offered at this time. please be sure to purchase sample sizes to test out a product. i am available to you through email or a consultation to ensure you choose the right shade and products for you!

Due to the nature of our custom products we cannot offer returns or exchanges on any products/shades. Samples and all products are non-refundable. Not sure if a product is what you’re looking for? *let me h**elp…* i want to assist with finding just the right products for you and your unique skin type, hair type, eye color, skin tone, texture, color, and more! due to the nature of my products i cannot offer returns on any products/shades that have a sample or travel size or customized products, as well as my caramel tan and custom cacao tan. It takes extra time to package each sample in the most earth-friendly way. I offer these samples to our clients to avoid returns. upon placing an order, you are agreeing to these terms of service at the top of the checkout page. samples and all products are non-refundable. If you receive a product or shade which is different than expected, please email [email protected] within 30 days of receiving your order with photos of the differing shades. Do not reach out with photos through social media dm’s and private messages. Please keep in mind that, as stated on each page of this website, after 6-12 months, artificial and UV light can naturally lighten the shades. This is called oxidation. Also, the actual pigments themselves can differ slightly as they are not artificially made colours but instead are from nature. *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.

International Shipping Terms outside of Canada
Your purchase of items on this website for shipping to any destination outside of Canada implies your consent to the following terms. Items in your order that are designated for shipment to countries outside of the U.S. are subject to taxes, customs duties and fees levied by the destination country (“Import Fees”). The purchaser/recipient of the shipment is the importer of record in the destination country and is responsible for all Import Fees.
To obtain details regarding the Actual Import Fees, or to obtain documentation or receipts in connection with customs clearance, you may contact the Carrier you select (Canada Post) or your country’s customs office.ossible Days

expedited tracked shipping in Canada (2-5 business days) $16-29 depending on region (FREE with $300+ orders)

tracked shipping to USA (approx 4-8) business days) $19.50 (free with $300+ orders) not guaranteed

expedited tracked shipping to USA (approx 4-6 business days) $28.50 not guaranteed

expresspost tracked USA shipping (7-14 business days) $42 guaranteed (signature required)

samples only non-tracked USA shipping canada post (15-30 business days) $19.50 not guaranteed

tracked international shipping (15-30 business days) $32 not guaranteed (FREE with $300+ orders)

expresspost tracked international shipping (7-14 business days) $46 guaranteed

samples only non-tracked international shipping canada post (15-30 business days) $19.50 not guaranteed

International Shipping Terms

Your purchase of items on this website for shipping to any destination outside of Canada implies your consent to the following terms. Items in your order that are designated for shipment to countries outside of the U.S. are subject to taxes, customs duties and fees levied by the destination country (“Import Fees”). The purchaser/recipient of the shipment is the importer of record in the destination country and is responsible for all Import Fees.
To obtain details regarding the Actual Import Fees, or to obtain documentation or receipts in connection with customs clearance, you may contact the Carrier you select (Canada Post) or your country’s customs office.

my policy: due to the nature of my custom products I cannot offer returns on any products/shades. samples and all products are non-refundable. please note that naturally occurring mineral pigments can vary in colour, even with identical formulas. also, oxidation over time can change colours slightly. 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. 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.

haut cosmetics is not responsible for delayed shipments and items damaged or lost in transit. every product is mixed fresh and shipped within 24-48 business hours of the order being placed, monday through friday, depending on the time of day the order is placed. 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). choosing non-tracked shipping means your product and shipping times are not guaranteed by canada post. Haut Cosmetics is not responsible for shipments not received if the shipping address on the shipping slip is 100% correct. If you are concerned about not being able to track your shipment, please select tracked shipping. With tracked orders we can request on your behalf that canada post open an investigation once you confirm the package arrived late or has not arrived. the shipping address we receive in your order is the address your order is sent to so please double check your shipping address and order to make sure all is correct. we cannot make changes after the order is completed and shipped. for security purposes, exchanges and refunds are not offered at this time. please be sure to purchase sample sizes to test out a product first. upon placing your order, you are agreeing to these above terms of service.Our Haut products are mixed fresh and shipped within 24-48 BUSINESS hours of the order being placed, Monday through Friday, depending on the time of day the order is placed. IF YOUR ORDER IS NEEDED BY A SPECIFIC DATE, PLEASE MAKE SURE YOU ORDER SEVERAL WEEKS BEFORE THAT DATE. Natural disasters and weather can create delays as well as packages traveling across the border and all of these are out of your and our control. Who wants the added stress of a parcel not showing up right before a vacation or special event which the products have been ordered for? The shipping address we receive in your order is the one your order is sent to so please double check your shipping address and order to make sure all is correct. It is difficult to make changes after the order is completed and before it is shipped. Orders placed on Saturday and Sunday are most often processed on the following Monday unless it is a Canadian holiday. Once your order is completed and ready to be shipped out, you will receive an email confirmation and if it is tracked you will receive tracking information from Canada Post. If there should be any delay before shipment or if a product is temporarily out of stock we will notify you right away via email. If you order more than one item and one or more of your items are back ordered, your in-stock item(s) will be held until your back ordered item(s) become available. Free Shipping is not offered in combination with any other offer unless otherwise specified.
As part of my green commitment, your order will be shipped in recycled and plantable packaging. Please choose a different email if you are not receiving your order confirmation (check spam also). To avoid the confirmation I email you going to your spam folder, make sure you save our email ([email protected]) in your contacts.

tracking your parcel

Your purchase of items on this website for shipping to any destination outside of Canada implies your consent to the following terms. Items in your order that are designated for shipment to countries outside of the Canada are subject to taxes, customs duties and fees levied by the destination country (“Import Fees”). The purchaser/recipient of the shipment is the importer of record in the destination country and is responsible for all Import Fees.
To obtain details regarding the Actual Import Fees, or to obtain documentation or receipts in connection with customs clearance, you may contact the Carrier you select (Canada Post) or your country’s customs office.ossible Days

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 coountry’s postal service). If the package tracking shows that it is going to arrive late, please contact the shipper. This could be a keying error by the shipper.
If you choose expresspost shipping which requires you to be present at the shipping address to sign for the delivery, it is you, the customer’s responsibility to be there for their to be a successful delivery. Otherwise, you will need to pick up the shipment at your local post office. You can track your parcel through the canada post website (link below) and your country’s postal service website. For example, for the united states it would be USPS. It is also explained in our shipping protocol instructions here as well as our terms which you agree to when you place an order that if you cannot be at the shipping address to sign for your package, it is best to not choose expresspost shipping because it will take extra time to pick up your order at your local post office. If you refuse a shipment, you are responsible for the original shipping charges, any Import Fees that are incurred on the package, and the cost of returning the package to HAUT COSMETICS. This amount will be deducted from your merchandise refund.

Are you wondering how to track your order? You will find the tracking number on the most recent order email confirmation. It is the one stating at the top that your order has been completed (see example below). Scroll to the area of the order where your shipping address is (example below) and you will see the tracking number just above it with a link to the shipper’s website https://origin-www.canadapost.ca/track-reperage/en

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.