FAQ

For Canada, it is Canada Post.

Internationally, it is UPS.

For Canada, the shipping cost is 13$ and is free with any purchase of 90$ and more.

Internationally, the delivery fee is 20$ and is free with any purchase over $150

Our packing times are usually 2 working days, but a longer delay is possible. They may also vary over time. Canada Post's delivery time is generally 1 to 5 business days depending on several factors. As for UPS services, the time varies according to the traffic and the country of delivery.

As customs fees are charged very randomly, there is no way for us to know if a package will be charged customs fees. Thus, these costs are charged to the customer.

Please contact customerservice@caramelroze.com immediately so that we can make the change before your package is sent. Please take the time to check that there are no errors in your address before finalizing your purchase, because if you forget the apartment number, for example, your package will be returned to us & sent back at your expense.

Please note that once you have received your shipping confirmation & tracking number, from that moment on, customer service is done directly with Canada Post.

After ordering on our website, your tracking number will be emailed to you so that you can track your package. If you don't receive the tracking number by email after a certain time, please make sure you have entered the correct email address when you placed your order.

No customer service by private message on Instagram. All questions or comments will only be answered by email at customerservice@caramelroze.com.

Take a picture & contact us at the following email address: customerservice@caramelroze.com

We do not make any refund, order cancellation, return or exchange.

Unfortunately, once your order has been placed, we cannot make any changes to it.

Whenever possible and if the quantity of products ordered allows it, we will match your packages together if you have placed multiple orders, but we will not refund the shipping costs, as our current system does not allow us to do so.

It is important to remember that online shopping is a chance to take and is the responsibility of the customer, that at any time, the smell of a product might not match their taste/expectations.

Feel free to write to us for any reason, we are understanding and will be happy to help you. (:

🐻 All prices are in Canadian dollars.

🐻 All products are 100% Vegan.

🐻 Soaps are 99.9% natural. All other products are 100% Natural.

🐻 All products are handmade in Quebec (Canada).

🐻 Products are sold exclusively on this website for the moment.

🐻 Expiry dates are indicated on each product.

🐻 Products melt in the summer & freeze in the winter. Keep them at room temperature or in the refrigerator.

🐻 No product is guaranteed to be re-created.

🐻 Products containing essential oils are not suitable for pregnant women. This will be indicated in the product sheet (directly under the product name) if it contains any.

🐻 Products with a brighter/darker colour may mark the skin, although they do not stain the skin. If this is something that bothers you, prioritize lighter coloured products. Be careful not to apply brightly coloured products while wearing light-coloured clothing or on light-coloured sheets.

🐻 Whipped butters contain pieces of shea butter. It is perfectly normal to find some in your product; it is the essence of Caramel Roze and its original formula.

🐻 All your personal information provided to us during a purchase or account creation will be kept confidential.

🐻 The particles used to package the parcels are 100% biodegradable. They are composed of cornstarch and melt under water.

🐻 For all requests for collaborations, partnerships, media, contests, etc. please write to marketing@caramelroze.com.