RETURNS & EXCHANGES

If something is wrong with your item, make sure you let us know within 48 hours after receiving your item. At CHATELIER it is our goal to offer you the best return options. If you change your mind, no worries, we have a 30-day return policy for countries in Europe and the UK. If you ordered from outside Europe or the UK, please contact us at support@chateliercosmetics.com.

All countries in the EU (except Cyprus), the UK and Switzerland can easily make a return by using our return portal: https://chatelier.shipping-portal.com/rp/

Here you can go through the steps of explaining why you would like to make a return, how you would like your refund (refund, store credit or exchange), and print out your return label. The shipping costs for a return are found in the list below and will be deducted from your refund. You don't have to make any payment at the post office when you use this label.

If you have any questions before you would like to use our return portal, you can contact us at support@chateliercosmetics.com Countries that can not use our return portal need to send us an email at support@chateliercosmetics.com and let us know the reason for wanting to make a return. We will send you the return address, and the shipping costs will need to be paid by you at the post office.

REASONS FOR RETURN

I RECEIVED A DAMAGED OR WRONG ITEM

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.

THE ITEM ARRIVED TOO LATE

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.

I ORDERED THE WRONG ITEM / I WOULD LIKE TO CANCEL MY ORDER

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

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.

THE PRODUCT LOOKS DIFFERENT THAN I EXPECTED

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.

THE PRODUCT DOES NOT MEET MY EXPECTATION

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.

I CHANGED MY MIND

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.

OTHER REASON

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.

WHERE IS MY REFUND?

If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. If you haven’t received your 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. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at support@chateliercosmetics.com.

CAN I CANCEL MY ORDER?

All orders can be canceled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours after purchase. Unfortunately, we are unable to cancel your order once it has been processed and/or shipped.

RETURN SHIPPING RATES

Country: Return Shipping Fee
Austria €15
Belgium €9
Bulgaria €18
Croatia €18
Czech Republic €15
Denmark €13
Estonia €19
Finland €28
France €13
Germany €9
Greece €29
Hungary €17
Ireland €23
Italy €25
Latvia €18
Lithuania €21
Luxembourg €10
Malta €17
Netherlands €8
Poland €18
Portugal €19
Romania €18
Slovakia €17
Slovenia €22
Spain €23
Sweden €19
Switzerland €20
United Kingdom €12 

CLIMATE NEUTRAL SHIPPING

with all express deliveries

& shipping to most countries

30 days return policy

SECURE PAYMENT

Paypal / Mastercard / Visa / iDeal