CUSTOMER SERVICE
ORDERS
Do you accept international orders?
Yes, we do.
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 the following payment methods: 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.
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.
During peak sales periods we experience an increased number of orders which may cause a slight delay in shipping.
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?
EU-ORDERS: We accept returns/withdrawals for EU-orders. Products must be unused and undamaged to be eligible for a refund.
NON-EU ORDERS: For orders shipped outside the European Union, all sales are final. Products cannot be returned or refunded unless they are faulty or do not conform to the order.
For more information, please see our Terms of Service
How do I return a product?
If your order is delivered within the European Union, you have the right to withdraw from the contract within 14 days of receiving your order. For hygiene and sanitary protection, Cupid's Kiss will only accept withdrawal for products that are unused and undamaged and with all original packaging intact.
To withdraw from the contract (where permitted), you must, within 14 days of receiving your order, notify Cupid's Kiss by email. The withdrawal notification should be sent to: contact@cupids-kiss.com and must include your name and order number. We will reply with a return authorisation.
If you would like to return a product, please follow the instructions below:
EU orders / Returning a shipment
1. Securely pack the product in the original packaging.
2. Put the invoice (the one you received with your order) inside the package.
3. Clearly mark the parcel: "Return/Cupid's Kiss"
Ship to the following address:
Lagerkompagniet
Fruedalsvej 7
4682 Tureby
Denmark
You will be required to arrange and pay for the return of the product as a consequence of withdrawal.
We advise you to insure your package and get tracking information. Cupid's Kiss assumes no responsibility for return parcels lost or damaged in transit.
For more information, please see our Terms of Service
How do I exchange a product?
We do not currently offer exchanges.
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.
PRODUCTS
Can your products be used as stand-alones?
Our products can be used individually, but 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. Silicones create a hydrophobic coating on the hair that blocks moisture and nutrients from penetrating properly. So, to experience the full benefits of our formulas, we recommend using our products as a complete system.
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, well-tolerated, 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
What is your packaging recyclable?
All bottles, caps and components are 100% recyclable.
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.