Shipping and Return Policy

Below is the updated Shipping & Return Policy copy to align our website language with our new 3PL fulfillment (ShipBob), remove carrier-specific references, and standardize timelines (3–7 business days). Please replace the current policy page with the content below.

SHIPPING POLICY

All orders are fulfilled by our logistics partner and handed off to a trusted delivery provider. Processing typically takes 3–7 business days before shipment. Once a package is picked up and scanned, transit and delivery become the responsibility of the delivery provider and the customer. 
 
We offer Route package protection at checkout to safeguard against loss, theft, or damage. If shipping insurance is not selected at checkout, Kreyòl Essence cannot provide additional coverage once the order is handed off to the delivery provider.

INTERNATIONAL SHIPPING

We proudly offer international shipping through reliable delivery partners. Shipping costs and estimated delivery times are available at checkout. Please enter your address in English for smooth processing. While we can't predict duties or entry fees, your local delivery provider will contact you directly if any are required.

SHIP TO MILITARY ADDRESSES 

Yes, we ship to military addresses (APO/FPO/DPO). When entering your address, you can select the appropriate Armed Forces location at the bottom of the “state” drop-down menu.

STALLED DELIVERIES 

If your tracking number has been stalled or awaiting acceptance for at least 10 days, please reach out to us so we can help. Note: Tracking may take 24–48 hours to show movement after the package is first scanned by the delivery provider.

RETURNS & EXCHANGES 

Changed your mind or not completely satisfied? No problem! As long as the product is in its original packaging, we can accept a return for an exchange or refund.

RETURNS 

Our return policy lasts 15 days from the order date. To be eligible, your item must be unused and in the same condition that you received it, with original packaging intact. Customers have 15 days after receiving a return label to drop off their return. Late or used returns may be subject to a fee or ineligible for refund.

REFUNDS 

Once the return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed minus a 15% refund fee and applied to the original payment method within 3–5 business days by Kreyòl Essence.

UNDELIVERABLE ORDERS 

Orders that are undeliverable or returned to sender (due to incorrect address or failed delivery attempts) will be refunded within 5 business days minus the shipping fee.

EXCHANGES 

We only replace items if they are defective or damaged. If you need to exchange an item, please email customercare@kreyolessence.com.

GIFTS 

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 initiate a return, please contact customercare@kreyolessence.com. Once your return or exchange is approved, a return shipping label will be sent to the email address on file.

DISCLAIMER 

Shipping costs and state taxes are non‑refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.