CUSTOMER SERVICE
ORDERS
Do you accept international orders?
Yes. We ship to the EU, USA, UK, UAE, Australia, Canada, Hong Kong SAR, Israel, Japan, Malaysia, New Zealand, Norway, Singapore, South Korea, and Switzerland.
How do I place an order?
You can place an order by adding products to your cart and following the checkout process. Before placing an order you can correct any errors you entered, change the cart contents, or cancel the entire order during checkout. You can review and edit all of the details of your order, including billing and shipping information, prior to confirming the purchase.
Once an order has been placed, we will notify you by email to acknowledge receipt of the order and to provide you with an order number.
Acceptance of the order will be confirmed by an email that confirms that the products have been dispatched.
Which payment methods do you accept?
We accept Visa, Mastercard, Maestro, American Express, UnionPay, Apple Pay, Google Pay, Shopify Pay.
Can I edit my order after it is placed?
Once an order is placed, we are unable to make changes to the items in it. If you need to update your shipping address, please email us at contact@cupids-kiss.com as soon as possible. We will do our best to accommodate your request, but if your order has already been processed, we are not be able to make any changes.
Can I add a promotional code to my order after it has been placed?
Promotional codes cannot be added after the order has been placed.
When will I be charged?
You will be charged when you place your order.
When will my order arrive?
Orders are processed on business days, typically within 1-2 days, excluding local holidays. Our couriers deliver from Monday to Friday during business hours. Delivery times may vary according to the delivery address.
How do I track my order?
Once your order has been shipped, you will receive a shipping confirmation email with a tracking number.
Will I have to pay delivery duties?
Goods move freely within the European Union without delivery duties. Shipments to countries outside the European Union could incur delivery duties imposed by your local customs/tax authorities. You are obliged to cover all delivery duties, if applicable.
RETURNS & REFUNDS
Can I return my order?
We only accept returns/withdrawals for EU-orders. Products must be unused and undamaged to be eligible for a refund.
For orders shipped outside the European Union, all sales are final. Products cannot be returned or refunded unless they are faulty or non-conform.
To return a product, email contact@cupids-kiss.com to arrange for a return merchandise authorisation.
We will reply with return instructions.
When do I get my refund?
Products returned to our return centre will be processed within 14 business days from receipt. Once our quality control team has approved the return, your refund will be credited back to the original form of payment.
How do I exchange a product?
We do not currently offer exchanges.
PRODUCTS
Can your products be used as stand-alones?
Our products can be used individually. However, they are specially formulated to work together as a system for the best results. Each product complements the others. Additionally, our products are silicone-free, and using them with silicone-based products can interfere with their effectiveness.
Are your products cruelty-free?
Yes. In the EU there is a complete ban on animal testing for cosmetic products and their ingredients, ensuring animal welfare protection.
Are your products clean?
"Clean" is an unregulated marketing phrase with no clear definition. This means that brands and consumers create their own definitions. We formulate with gentle, high quality ingredients compliant with the EU Cosmetics Regulation (EC) No. 1223/2009, one of the strictest and most comprehensive cosmetics safety directives in the world.
Are your ingredients natural?
We use a combination of natural and lab made ingredients. By combining the best of nature with the precision of science, we create products that are not only effective and safe, but also responsibly formulated for both people and the planet.
Do your shampoo work with hard water?
Yes. Renascence Shampoo works very well with hard water. Renascence Shampoo and Redemption Condition each contain an ingredient that binds to and removes metal ions (such as calcium, iron, magnesium and other impurities) to prevent them from building on the hair and scalp.
Which hair types is Cupid˙s Kiss suitable for?
Our products are made for all hair and scalp types.
OTHER
Where are your products available?
Please find a list of our stockists here: Stockists
Is your packaging recyclable?
Yes. All bottles, caps and components are 100% recyclable.
What is your packaging made of?
Shampoo + Conditioner
- Bottle: 100% recyclable PE.
- Disc top: 100% recyclable PP.
Blowout Crème
- Bottle: 100% recyclable PE.
- Pump: 100% recyclable PP.
- Over cap: 100% recyclable SAN.
Scalp Serum + Face & Hair Élixir
- Bottle: 100% recyclable glass.
- Dropper: 100% recyclable glass tube, PP, ALU and gum.
Secondary & tertiary packaging
- FSC-certified paper. 100% recyclable.
