Shipping and Returns
Shipping policy
Shipping Policy
[DOMESTIC]
SHIPPING DETAILS
- We use USPS for the courier service and the delivery time varies by location.
- It usually takes about 6-7 business days on average, but duly note that there may be delays for unforeseen factors that occur during the shipment process.
SHIPPING COST
For US residents , a flat rate of $6.99 will be charged for shipping. However, please be noted that it may vary depending on the region, such as Hawaii or Alaska.
Free shipping is offered for any orders above $25.
RECIPIENT'S ABSENCE/UNCLEAR ADDRESS
Please provide a physical address, as USPS does not ship to PO Box, FPO/DPO/APO addresses and ensure that your delivery details, including street number, apartment or building number, and zip code, are accurate.
Providing incorrect or incomplete address information may result in delays or delivery failure. We are not responsible for failed deliveries due to incomplete or unclear addresses.
Occasionally, a package may be returned to us due to the recipient’s absence at the time of delivery or an incomplete/unclear address. In such cases, a refund will be issued, with the return shipping fees deducted.
[INTERNATIONAL]
SHIPPING DETAILS
- All international orders are shipped directly from U.S..
- Candorlov offers international shipping to the following countries/regions. Canada, Switzerland, Sweden, Singapore, Saudi Arabia, Philippines, Norway, New Zealand, Netherlands, Macau, Ireland, Hungary, Hong Kong, Croatia, Bulgaria, Brunei, Belgium, Australia.
- Our standard shipping method for international orders is DHL. Customers will automatically receive a tracking number via email once the shipment has been prepared.
- International orders are processed on business days (Monday–Friday, PCT) and shipped out excluding federal holidays in the respective countries/regions. Free standard shipping typically takes approximately 5-7 days for delivery. If you have any questions or encounter issues with tracking your order after 7 business days, please feel free to contact us at marketing@kreassive.com.
- It is normal for tracking information to go several days without updates. Once your package arrives at your local post office, tracking may not update until it is out for delivery. Occasionally, shipping labels may become damaged during processing and may not scan properly; however, your package should still be en route. If more than 7 business days have passed since your package was shipped and you still have not seen any updates, please contact us at marketing@kreassive.com for assistance. Be sure to include your order number in all communications with our customer service team for quicker processing.
SHIPPING COST
For international orders, a flat shipping rate of $19.99 will apply.
Free shipping is available for orders over $50.
DUTIES & TAXES NOT INCLUDED
Upon arrival at the destination, sales tax on imports, customs duties, and handling fees will be assessed by the respective customs office. The recipient will receive an invoice from our logistics partner.
By placing an order and providing the necessary payment and/or information, you agree to the import regulations governing the respective items. Please note that import regulations vary by country, and it is the customer’s responsibility to be aware of their country’s policies.
Customs duties, import sales tax, and handling fees charged by our carrier on behalf of the customs office are non-refundable, even if the items are returned. Additionally, if the shipment cannot be delivered due to unpaid customs fees and is subsequently disposed of by the local customs authority, Candorlov will not be held responsible, and the order will be non-refundable.
For further details or inquiries, please contact our customer support team at help@anua.us.
MODIFYING SHIPPING ADDRESS
If you have placed an order with an incorrect shipping address, please contact our customer service center at marketing@kreassive.com as soon as possible. Please note that if your order has already been fulfilled, we will be unable to assist further, and the order will not be eligible for a refund.
*For more information regarding shipping, please refer to our FAQ.
Return Policy
[DOMESTIC]
Unfortunately, we are not offering exchanges at the moment. Please contact the customer service to request a return, and place a new order.
In order to return any items, you must comply with the following:
- Return requests should be done within 14 days from the day of arrival.
- The items must be sealed, unused, and in the same condition that you received them.
- Any gifts that were given for free should be included as well.
- You must inform the customer service about the return in advance, and receive confirmation.
To start a return, you can contact us at marketing@kreassive.com If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
The return process is as follows:
- Once you reach out to the customer service team regarding the return, you will receive a return label via e-mail. (Customer service email: marketing@kreassive.com)
- Please print out and bring the return label to the USPS center, where you will submit the returning package. (You can print the return label at their center as well).
- The refund will be processed once the package is returned and inspected by our warehouse, and they have confirmed that there are no issues found.
- If the return is based on change of mind (ex. no longer need, not expected product), the customer is responsible for the round shipping fee.
▶ [Orders under $25] The value corresponding to the return label will be excluded from the refund, and so will the first standard shipping fee that you paid when placing the order.
▶ [Orders over $25] The value corresponding to the return label will be excluded from the refund, and so will the first standard shipping fee that you were not charged, for receiving free shipping.
▶ [Partial returns] The customer will be responsible for the return shipping fee of $6.99 (variable depending on the region).
Please read the regulations carefully and contact our customer service regarding the return.
You can always contact us for any return question at marketing@kreassive.com.
DAMAGES OR MISSING ITEMS
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Also, you will be asked to provide the following:
- A picture of the exterior packaging, with the tracking number showing on the shipping label.
- A picture of all the items inside the original packaging.
- A picture of the actual item that was damaged.
Please note that compensation may not be offered if the aforementioned pictures are not provided. Make sure to take the pictures first, and then discard the packaging. We appreciate your cooperation on this matter.
REFUNDS
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
[INTERNATIONAL]
Please note that we do not currently accept returns or exchanges for international orders. Should you receive a damaged or incorrect product, kindly contact us at marketing@kreassive.com for further assistance. For prompt processing, please ensure that you include your order number in all correspondence with our customer service team.
Also, you will be asked to provide the following:
- A picture of the exterior packaging, with the tracking number showing on the shipping label.
- A picture of all the items inside the original packaging.
- A picture of the actual item that was damaged.
Please note that compensation may not be offered if the aforementioned pictures are not provided. Make sure to take the pictures first, and then discard the packaging. We appreciate your cooperation on this matter.