Help Center

15 days after order is marked as delivered in the tracking page.

Within 15 days after receiving the order, if you are dissatisfied with it and you want to return any item, please contact our Customer Care Team by email help@caretobeauty.com to begin the process, stating:

1. The order number.
2. The items name you wish to return.
3. The reason for return.

Our Customer Care Team will review your case and send you all the instructions. The procedure is very simple.

For returns by standard shipping, please note that with the Portuguese customs restrictions it´s essential that you provide us the tracking number of your return to guarantee that it´s cleared as a return and no taxes are applied.
Once it arrives to our facilities, the item(s) will be refunded maximum in 7 working days.

Important note: We do not work with exchanges, only returns.

- Products unopened, unused and sealed in their original packaging, including the protective cellophane or labels (if any);

- Faulty items damaged/broken during transportation;

- Products purchased in promotion for nearing expiry date;

- Open, used products;

- Any issue with the products detected after the 15 days of being delivered have passed.

1. Shipping fees to return the items are at the customer's own expense - (excluding situations of wrong/damaged/faulty items).

a) Return by Standard Mail: Please consult your local post office to confirm the actual return shipping fee. We advise you use the cheapest and registered (with tracking) airmail method that is available. You need to provide us the return tracking number. 
b) Return by DHL or UPS: Please contact us to help@caretobeauty.com, so we can send you the payment instructions and schedule the return with the courier.

2. If a return is charged by Portuguese Customs, we will not clear it and they will send the package back to sender. Our customer care team will explain the procedure to avoid the charge.

An order can return to our warehouse due to unknown recipient, wrong or incomplete address, unclaimed order, delivery refused, etc.

Customer can track the return using the same tracking link provided for the delivery.

As soon as the return is tracked or once the order arrives at our facilities, as a solution, we can provide our customer the following possibilities:

1. paid reshipment (if stock is available)
2. discount code in the order’s amount deducted of the shipping cost
3. refund in the order’s amount deducted of the shipping cost
   
   

Orders shipped by DHL or UPS:

After the addressee is contacted by the carrier and no answer or solution is provided, an order can return to our warehouse due to unknown recipient, wrong or incomplete address, unclaimed order, delivery refused, identification not provided, etc. In those cases, returning costs are applied and our team clarifies the amount before the return starts.

As soon as the return is tracked or once the order arrives at our facilities, as a solution, we can provide our customer the following possibilities:

1. refund of the order’s amount deducted of the shipping, return costs (equal to the shipping cost) and return fee (5€)
2. discount code in the order’s amount deducted of the shipping cost, return costs (equal to the shipping cost) and return fee (5€)

For all shipping methods:

Returned Orders due to issues unrelated with the customer are reshipped with no extra cost or refunded totally, depending on the customer’s preference.

Returned orders due to "unclaimed" reason, which means the recipient/someone was not available at the moment of the delivery attempt or, nobody collected the order on the pick up point/post office, and with no communication from the customer to our customer service team are solved with the issue of a discount code.

Retuns might not be possible in cases of countries where they depend/are just allowed by customs after the clearance procedure is complete which means the payment of the customs duties is made.

In this cases, If an order has customs duties applied and customer refuses to pay them some, customs don´t allow the return and the order has to be destroyed or abandoned. 
Care to Beauty doesn´t refund the costumer in this situations because the payment of the duties is an obligation of the costumer.

Refunds can be made in the following situations:

• Canceled orders (before shipment);
• Orders returned by postal services (unclaimed or refused on delivery attempt);
• Returns (returnable items);
• Validated complaints of damaged, wrong, missing or expired products reported in a maximum of 15 days after order's delivery. Complaints of allergic reactions to a products as well as unsatifaction with the results of the application of a products are not elegible for refunds.

Your refund will be processed within 7 business days. It will be automatically issued to the original account used to make the purchase.

As an alternative, costumer can chose the issue of a discount code in the amount of the order/products. Discount codes are valid for 12 months, counting from the day they are sent.

1 - Orders that were placed more than 6 months ago paid by Paypal, are not possible to refund by the same method. In such cases, we will ask the customer to send us his bank account details to process it.

2 - Returned orders due to "unclaimed" reason, which means the recipient/someone was not available at the moment of the delivery attempt or, nobody colected the order on the pick up point/post office, and with no communication from the customer to our customer service team are refunded by discount code in the amount of the products.

3 - Payments made by MB (available for deliveries in Portugal) have to be made by bank transfer so, we have to request bank account details to our customer to do it.