Once the third-party carrier picks up your order, Kreyol Essence is no longer responsible for the package. Shipments become the sole responsibility of the carrier and the customer. We offer ROUTE, a Package Protection insurance during checkout to address potential issues. ROUTE guarantees the safe delivery of your packages by protecting them against loss, theft, or damage. However, if you choose not to opt for shipping insurance, we regret we cannot provide further assistance. It is essential to carefully consider your choice when it comes to shipping insurance to ensure the best protection for your order.
Thank you for understanding.
Yes, we do ship worldwide.
For international orders, we count on FedEx and DHL Express.
You can see the cost and delivery timeframe for those at the checkout point. Please ensure that your address is written entirely in English when you checkout; this will help the system recognizes the shipping address.
DHL Worldwide Express is recognized for delivering within a week after having the package in their possession.
As an international customer, we’d like to remind you that additional customs fees may be charged at the port of entry to your country. The carrier will contact you directly. Therefore, we are unable to provide you with that fee at checkout.
SHIP TO MILITARY ADDRESSES:
Yes, we ship to military addresses via United States Postal Service. When entering your address, you can select the appropriate Armed Forces location at the bottom of the “state” drop-down menu.
If your tracking number has been stalled or awaiting acceptance with the carrier for at least ten (10) days, please reach out to us to rectify.
For additional shipping information, please visit our Help Center/FAQ
RETURNS AND EXCHANGES:
Changed your mind or just not completely satisfied? No problem! As long as the product is in its original packaging, then we can accept a return for an exchange or refund.
Kreyol Essence return policy lasts 15 days. Customers have 15 days starting from order date to submit a return request. After this time, unfortunately, we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. Original packaging including bubble wrap, shrink wrap and materials must be intact.
Customers have 15 days after receiving a return label to drop their return off with the carrier. If the unused product is dropped off after this point, the return will be subject to a 50% fee. Product returned used or in poor condition after any time frame will not be eligible for a return or exchange.
REFUNDS (if applicable):
Once the return is received and inspected, we will notify you of the approval or rejection of your refund. Product returned used or in poor condition will not be eligible for a return or exchange.
If a cash refund is approved, then the refund will be processed minus a 15% refund fee. Your credit will automatically be applied to your credit card or original method of payment, within 3-5 business days.
LATE OR MISSING REFUND (if applicable):
If the customer hasn’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.
ITEMS ON SALE (if applicable):
Only regular priced items may be eligible for a refund, unfortunately, sale items cannot be refunded.
All orders that are undeliverable/returned to sender (due to bad address or no one to receive the package) will be refunded within 5 business days minus shipping fee.
EXCHANGE (if applicable):
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift card will be e-mailed to you.
RETURN SHIPPING LABEL
To return your product, please contact email@example.com to initiate the return process. Once return or exchange has been approved, an email will be sent to the email address on file with your return address label.
Shipping costs and state taxes are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.