Help Center

Thanks for buying from caretobeauty.com! Please check the FAQ´s related with an order and all information we provide:

1. Can I change the delivery address or cancel the order?
2. Can I change or add products to my order? Samples will be sent?
3. What are the products expiry dates?
4. Where can I find my Invoice?
5. Do I have to pay any taxes and duties or present any import documention for Customs clearance ?
6. My order is incomplete. What happened ? What should I do?
7. How and when should I make a complaint about my order?

In case you want to change the delivery address or cancel the order before it’s dispatched from our warehouse, you can do it by following the link sent in your order confirmation mail “SEE ORDER DETAILS”. This is the quickest way of doing it. Only if you have any difficulty, as an alternative, you can contact immediatly our Customer Care Service through our email help@caretobeauty.com, indicating the number of your order and the subject.

After the order being dispatched, some of the couriers we work with allow you to change the address or cancel the order even after its dispatch. Please check all details on the list:

Orders shipped by Regular Mail service: Once the order is dispatched it is not possible to make any changes to it anymore.

Orders shipped by DHL: Depending on the status of the dispatch and destination country, it’s possible to change the delivery address or cancel it. Check directly with DHL at your country if  allows these changes here .
Orders shipped by UPS: It´s possible to change the delivery address or cancel it, as long as there has been no delivery atempt. Please contact directly UPS here .

When cancelation is not possible anymore, as an alternative you can refuse delivery or, if you accept it, you can return the order with expenses at your own cost.

Please note: in cases of orders with strong evidence of fraud, Care to Beauty cancel and refund the orders without any other justification, in order to protect all parties involved.

At Care to Beauty we don’t make exchanges, add nor remove products from the orders. So, in such cases, before the order is dispatched, you can cancel it by following the link sent in your order confirmation mail “SEE ORDER DETAILS”. This is the quickest way of doing it. Only if you have any difficulty, as an alternative, you can contact immediatly our Customer Care Service through our email help@caretobeauty.com, indicating the number of your order and the subject. If you have an account with us, please note that it´s very easy to make a new order including items from orders placed with your account. Explore your account area and if you have any doubts, please ask us some help.

If the order was already dispatched, by regular mail we can´t stop the deliver but you can always unaccept it´s delivery and the return will start authomaticly or you can return the unwanted items. By express mail, please contact us through our email help@caretobeauty.com and we´ll check if at that point we can interrupt the delivery and request it´s return to our warehouse.

Samples are shipped randomly and their shipment is limited to existing stock. They are not mentioned on the shopping cart or order confirmation email and they are not shipped on orders with delivery in countries with customs restrictions.

Care to Beauty has a large catalogue and we receive stock replenishment daily from our suppliers, meaning that our products have a high turnover. Nevertheless, we reserve the right to assume that a product may be sent to our customer with a minimum shelf life of 3 months (for cosmetic items) or 6 months (for food supplements).

We want to highlight that we are an online store based in Portugal and a lot of cosmetic products (in Europe) do not have an exact expiry date indicated. In the European Union, cosmetic products with a longer shelf-life are not required to have a "best used before end of ..." date. Instead, they have "an indication of the period of time after opening for which the product can be used without any harm to the consumer".
This is why on those products you can only find a PAO symbol, which is the "period-after-opening" symbol, a graphic symbol (usually a tiny jar) that identifies the useful lifetime of a cosmetic product after its package has been opened for the first time.

If you were logged in your account at the time of the purchase, on your account you can select "Track my Orders” and, in that tab, you will find all of the purchases you have made with us and you can download their invoices. 

If you do not have an account created or if you didn´t log in when you place your order, you can access and download your invoice through the shipping confirmation email. 

Invoices of orders with delivery in an EU country:

In case you want to change the delivery address or cancel the order before it's dispatched from our warehouse, you can do it by following the link sent in your order confirmation mail “SEE ORDER DETAILS”. This is the quickest way of doing it. Only if you have any difficulty, as an alternative, you can contact immediatly our Customer Care Service through our email help@caretobeauty.com, indicating the number of your order and the subject.

After the order being dispatched, some of the couriers we work with allow you to change the address or cancel the order even after its dispatch. Please check all details on the list:

Orders shipped by Regular Mail service: Once the order is dispatched it is not possible to make any changes to it anymore.

Orders shipped by DHL: Depending on the status of the dispatch and destination country, it’s possible to change the delivery address or cancel it. Check directly with DHL at your country if  allows these changes here .
Orders shipped by UPS: It´s possible to change the delivery address or cancel it, as long as there has been no delivery atempt. Please contact directly UPS here .

When cancelation is not possible anymore, as an alternative you can refuse delivery or, if you accept it, you can return the order with expenses at your own cost.

Please note:

in cases of orders with strong evidence of fraud, Care to Beauty cancel and refund the orders without any other justification, in order to protect all parties involved.

At Care to Beauty we don’t make exchanges, add nor remove products from the orders.

So, in such cases, before the order is dispatched, you can cancel it by following the link sent in your order confirmation mail “SEE ORDER DETAILS”. This is the quickest way of doing it. Only if you have any difficulty, as an alternative, you can contact immediatly our Customer Care Service through our email help@caretobeauty.com, indicating the number of your order and the subject. If you have an account with us, please note that it´s very easy to make a new order including items from orders placed with your account. Explore your account area and if you have any doubts, please ask us some help.

If the order was already dispatched, by regular mail we can´t stop the deliver but you can always unaccept it´s delivery and the return will start authomaticly or you can return the unwanted items. By express mail, please contact us through our email help@caretobeauty.com and we´ll check if at that point we can interrupt the delivery and request it´s return to our warehouse.

Samples are shipped randomly and their shipment is limited to existing stock. They are not mentioned on the shopping cart or order confirmation email and they aren not shipped on orders with delivery in countries with customs restrictions.

Providing an incorrect or incomplete address may lead to the parcel being returned to Care to Beauty, leading to extra costs that will be imputable to the client. Hence, we recommend always making sure that the delivery address provided when placing the order is complete and accurate.

If after the order is placed you will notice that the address contains an error or lacks some important information - please contact us immediately preferably providing correct address right away. You can also do it yourself on "Track My Order" page or via the link sent in the order confirmation email. Please remember that once the order is shipped it is no longer possible to change the delivery address. That is why it is essential to make sure that the problem is reported to us before the order is shipped.

In case of Express Shipping through DHL (courier), once the order is shipped customer can contact DHL department in destination country directly and request to correct (within the same destination country) shipping details. 

Care to Beauty has a large catalogue and we receive stock replenishment daily from our suppliers, meaning that our products have a high turnover. Nevertheless, we reserve the right to assume that a product may reach the final consumer with a minimum shelf life of 3 months (for cosmetic items) or 6 months (for food supplements).

We want to highlight that we are an online store based in Portugal and a lot of cosmetic products (in Europe) do not have an exact expiry date indicated. 

In the European Union, cosmetic products with a longer shelf-life are not required to carry a "best used before end of ..." date. Instead, there has to be "an indication of the period of time after opening for which the product can be used without any harm to the consumer".

This is why on those products you can find PAO symbol only which is period-after-opening symbol, which is a graphic symbol (usually a tiny jar) that identifies the useful lifetime of a cosmetic product after its package has been opened for the first time.

If you were logged in your account at the time of the purchase, on your account you can select "Track my Orders” and, in that tab, you will find all of the purchases you have made with us and you can download their invoices. 

If you do not have an account created or if you didn´t log in when you place your order, you can access and download your invoice through the shipping confirmation email. 

Invoices of orders with delivery in an EU country:

Local VAT is applied to all destinations within the European Union. No extra taxes will be applied to the order.

For deliveries in all the countries that are not European Union members:
all products are sent with DDU (Delivery Duty Unpaid) which means the indicated price of the products does not include taxes and VAT.

The recipient is responsible for all import fees, custom taxes and local taxes imposed by the country of destination. 
The payment of these taxes might be required in order to release the order from Customs. The payment is made directly to the courier (Regular Mail through National Post Service; DHL; UPS).

Specific documentation may also be requested in addition to the release the order from Customs.
We cannot predict what documents will be demanded or the requested amount to pay for taxes, therefore we ask that you check with your country Customs agency before making an order. 

For some countries, we have the shipping option of express shipping with DDP (Delivery Duty Prepaid) which means all duties are prepaid and customs procedures will be quicker because DHL will take care of all on your behalf. No more duties will be charged before or on delivery.

Please note:
Your shipping costs are already included in the total amount of your order. If the courier presents you with a separate invoice is because duty taxes were applied and they need to be paid.
For further information, please the courier that you selected for delivery (Regular Mail through National Post Service; DHL; UPS)

If your order is incomplete two possibilities can explain the situation: your order was shipped in multiple parcels or an item was out of stock.
How to check what´s the reason of your order being incomplete?

Multiple parcels: please check if your order has been divided into multiple parcels. You can do it on your shipping confirmation email. 

In case of shipments with DHL, the order may be divided into multiple parcels when it has a high-value or when it has a high weight and volume.

Out Of Stock Product: The fulfillment of orders will depend on the availability of the products. If any problem occurs with the supply of the products purchased or if the items are out of stock, we will immediately inform you by email and we refund any amount paid for the missing products within 10 working days.

At Care to Beauty, we have a Customer Care team ready to help you with any difficulties or complaints. Please read carefully all the following notes and after, please contact us by the form  .

Before making a complaint about a delay, please note that on standard shipping, the dates provided in the shipping confirmation e-mail are only expected ones.
We cannot give 100% assurance because there are procedures that are beyond our control, for instance, customs that are regulated by local Government guidelines.

The stated period does not include the necessary customs clearance time when your order arrives in the country of destination (in the case of countries outside the European Union). Local customs have their own rules and procedures and unfortunately we have no power over them.

Due to all global transport restrictions and circumstances, we just consider an order lost after 1 month of the maximum expected delivery time (when shipping to EU) or 2 months after the maximum expected delivery time (when shipping outside EU).

If by any reason the delay makes your purchase pointless, we can refund you taking into account our refund policy:

1. We accept requests for refunds before the delivery happens without any problem if the customer refuses to receive the order. Right after the return starts (with tracking) we refund our customer.

2. By standard mail and with no delivery attempt made in the period of 2 months (1 month within EU) after exceeding the maximum estimated delivery date provided, when the said period has passed we may assume that the order is lost and proceed with the refund.

For deliveries with no tracking, if the destination postal services company informs us that an order is lost, we offer new shipping or the refund of the total amount of your order to our customer.

During the delivery attempt, if the order presents any signs of breach (damaged or wet box, with signs of having been opened, etc.), please reject the order delivery and contact us as soon as possible.
 

You should open the package and carefully check it before discarding the packaging.
If you receive your order in good conditions and, after opening it, you notice that there is a missing or damaged product, please contact us within a maximum of 15 days by email to help@caretobeauty.com.

Please follow our warranty process carefully to minimize any inconvenience - on your email, please provide the following information:

1. Your order number.

2. Pictures of the package, shipping label, the items received and the batch number of the product(s);
3. Detailed description of the damaged item(s).

We will analyse each case individually and offer the most suitable solution.

We can offer a refund, partial refund, discount for future purchases or reship the product(s). Our goal is to provide the best solution for you as quickly as possible.

Care to Beauty complies with Portuguese legal obligations and is registered in the "Electronic Complaints Book"