Frequently Asked Questions
Does your company test on animals?
Kalu Kosmetics is a cruelty-free brand. We do not test our products on animals, nor do we allow others to test on our behalf.
What shipping method do you use?
We ship via DHL/USPS with delivery or signature confirmation. We offer first class standard shipping to the USA (3-7 business days). Signature Confirmation which is standard shipping with signature required upon delivery. International orders may take up to 15-20 (covid-19) business days or longer to arrive. You may track your order by visiting www.dhl.com DHL does not guarantee the delivery date and time of your package for standard/ first class mail. Guarantees are only available with Express mail. First-Class can take 3-7 days longer than normal to deliver during the holidays (especially during the month of December). Kalu Kosmetics is not responsible or liable for any DHL/USPS errors during transit, including damage and loss of package, and for any "reasonable" delay beyond our advertised delivery time-frames. *PLEASE BE SURE TO CHECK OUR COVID-19 TAB FOR EXTRA INFO*
How is my order processed?
All orders are processed and shipped on business days only, Monday through Friday, excluding major holidays. Orders placed on Saturday, Sunday, after normal business hours or Holidays will be processed on the next business day. Most orders are processed 3-5 business days before shipping. Longer delays may apply depending on volume and time of year. Your confirmation email from Kalu Kosmetics will indicate an actual processing time frame.
How do I know when my order has been shipped?
When your order is ready to be shipped, you will receive a shipment confirmation e-mail. The majority of our orders are shipped within 3-5 business days after the order has been placed. The e-mail will contain shipment details, your tracking number, and a link to the DHL/USPS site. To track the order, click on the tracking number provided in the email 24-72 hours after you receive the tracking number for an update. If the tracking has not updated, please do not call the Post Office. They will not have any additional information to provide you. Sometimes tracking does not update right away. This does not mean your order has not shipped. It simply means the post office has not scanned the package. Please allow up to 3-10 business days (USA) for your order to arrive after you received the tracking number. International orders may take 15-20 business days to arrive. If this time has passed, and your order has not been delivered, please email us at email@example.com
At times, you may receive a tracking number after normal business hours or during the weekend. This means your order has been processed and will be shipped the next business day.
If you have not received and email with your tracking number after 3 business days, please check your junk/spam inbox then contact us. Shipping emails are sent to the email address you entered at checkout when placing your order. Please be sure to enter the correct email address at checkout.
Also, please be sure your mailing address is complete and correct (including apt and house numbers) as we may not be able to change your address once the order is completed.
Do you offer returns?
NO. All sales are FINAL. However, in the unlikely event that a product arrives not as described, we will only send replacements for damaged/missing product within 14 days of receipt of package.
What forms of payment do you accept?
Kalu Kosmetics accepts payments via Credit Card or Debit Card and PayPal in US Dollars only. Unfortunately, we do not currently accept CODs, layaway plans, personal checks, money orders, and credit cards with issuing banks and billing addresses outside the U.S.
How do I qualify for free shipping?
Kalu Kosmetics offers FREE STANDARD SHIPPING on all U.S. product orders when you spend over $25.00. Free Standard Shipping is not valid on orders shipped to Canada or outside of the U.S. PLEASE NOTE: All shipping and handling fees for orders are calculated by the carrier which is DHL/USPS
Does anyone else see the information that I provide to Kalu Kosmetics?
No! We respect your privacy. The information you provide will not be given to any third party.
How do I check on or contact someone about an order I have placed?
For questions regarding the status of your order, or any other concerns, please email us at firstname.lastname@example.org
Will there be any discounts, sales or promotional deals?
Yes, there will be. Please follow Kalu Kosmetics' Instagram account (@kalukosmetics) for news and updates.