Cocoa-Cashmere

• How long will it take to receive my order?

Due to the ongoing pandemic, our current order processing time is 7-14 business days, excluding weekends, national holidays & shipping time.

Please note that we are working around company regulations in order to stay CDC compliant.

Delays are to be expected, while we are working efficiently and effectively as possible, order processing times may exceed our current timeframe, however, we will certainly keep you informed and updated.

Please keep in mind that our products are hand formulated & made to order, patience is required to ensure your products are prepared properly.

All orders placed on Friday, after 10:00AM EST or during the weekend, are processed the following business day.

• Orders placed during sale events/national holidays

Order processing times for all orders placed during national holidays and/or our company sale events, require an additional 5-14 business days, which is a total of 28 business days for sale event orders to be processed.

Once your order is ready for shipment & has been received by the postal carrier, you will receive an email confirmation with your tracking information.

Please be advised that while we will do our best to assist you, should there be any delays or postal service issues, we will not be held responsible for any packages, lost or stolen included, once they have left our facility & are with the postal carrier.

**Please take this information into consideration, prior to submitting your order.

Note: Shipping charges, taxes & fees are non-refundable

• Can I cancel or change my order?

Unfortunately once an order is submitted, we will not be able to process any order changes and/or cancellations.

It is highly advised that you are 100% sure of your purchase order, as we process all orders immediately.

all sales are final.

Note: Shipping charges, taxes & fees are non-refundable

• Can I return my items for a refund?

Unfortunately returns & exchanges are not accepted at this time.

For sanitary purposes, all sales are final

Please be sure of your purchase before finalizing your order.

Item(s) received damaged may be subject to a replacement or store credit via e-gift card, should an order issue inquiry be submitted within 3 days of received product & with proper documentation of damaged goods.

Note: Shipping charges, taxes & fees are non-refundable

• My item(s) arrived damaged.
  

If you receive your package & the contents inside have been damaged or you’re experiencing order issues, please email us immediately with your order number, name on the order, as well as, photos/videos attached & we will assist you from there.

If you've received your item(s) & run into any issues, you have up to 3 days, from the delivery date to contact us, so that we can resolve the problem as soon as possible.

Please note that any inquiries, regarding product issues, that fall outside of the 3 day time frame, will not be valid for a resolution.

• I entered the wrong shipping address, can you fix this?

Unfortunately, for security purposes, we aren’t able to modify any shipping addresses once an order has been submitted.

However, if you are in need of an address change, we highly recommend creating an account with us, prior to order submission, this way you can update and/or add/change shipping addresses on your account.

Any order that is returned to our facility, under any circumstance, will require a re-shipping fee plus a 15% restocking fee. No refund will be given.

Please be sure to proofread your address & order(s) before submitting. 

• Do you ship internationally?

We sure do!

Please be advised that all international shipping fees are based on weight, so keep that in mind when you are placing your order for smaller purchases.

Depending on the weight of your purchase & shipping method of choice, shipping time may vary between 7-31 business days, excluding weekends and national holidays.

Depending on your country's customs process, delivery times may exceed the 7-31 business days time frame.

Upon the arrival of your package, depending on your country's import tax law, the customer will be responsible for any customs fees that may apply.

We are not responsible for any customs fees

• Are your products vegan and/or cruelty free?

Yes!

Because we hand produce all of our products, we know what's going in our formulas as we make sure each ingredient is either organically sourced and/or plant based.

All of our product testing is done on our company staff with various skin types and conditions.

• Do you use fragrance oils?

We only use fragrance oils in select body care products, which are also available in Unscented.

Please be assured that all of our facial care products contain 0% fragrance and/or essential oils, as we know these particular ingredients can cause irritation, especially to more sensitive skin areas.