If your item arrives damaged or if you received the wrong item, please take a photo and send it, together with an explanation, to support@chateliercosmetics.com within 48 hours of receiving your order, and we will make sure that the issue will be resolved.

If your item arrives late, please contact us at support@chateliercosmetics.com within 48 hours of receiving your order, and we will make sure that the issue will be resolved.

All orders can be canceled within 12 hours after purchase. You must contact us within 12 hours after purchase if you want to cancel your order. Unfortunately, we are unable to cancel your order once it has been processed and/or shipped. If you can not cancel the order anymore, you can return it within 30 days after it arrives. The shipping costs will be for your account. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund, store credit or exchange anymore. Our products are fresh and when the products get older, we can not sell them anymore, we hope you understand this. To be eligible for a full refund return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

The item does not meet the description on the website. If your item does not meet the description on the website, please contact us at support@chateliercosmetics.com within 48 hours of receiving your order, and we will make sure that the issue will be resolved.

Please note that the color and texture of our formulas change with every batch we make because we do not use additional ingredients to decolorize the formulas nor do we add ingredients to give the formulas a certain texture. Our formulas are very close to nature and therefore can look and feel different from time to time. If your item still looks different than you expected, please contact us at support@chateliercosmetics.com within 48 hours of receiving your order, and we will make sure that the issue will be resolved.

If your item does not meet your expectations, please contact us at support@chateliercosmetics.com within 48 hours of receiving your order, and we will make sure that the issue will be resolved.

If you changed your mind, you can return your unopened item within 30 days after it arrives. The shipping costs will be for your account. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund, store credit or exchange anymore. Our products are fresh and when the products get older, we can not sell them anymore, we hope you understand this. To be eligible for a full refund return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

If you would like to return your item for other reasons, please contact us at support@chateliercosmetics.com within 48 hours of receiving your order, and we will make sure that the issue will be resolved.