General Question
After you placed your order you will receive a order confirmation. After we processed your order you will receive a Track and Trace to track your order. All orders will be handled by our partners DHL Parcel and DHL Express.
Can I send my products back or exchange it ?
All sales are final. We do not except returns, exchanges or refunds. Due to hygienic reasons we are unable to receive returns. Please note that Colour Freak Cosmetics reserves the rights to all returns.
In case that a product arrives not as described, we will only send replacements for damaged/missing products within 14 days of receipt of the package. Costumer must provide photos of the issue, including a packing slip.
Do you deliver international ?
Yes we deliver International
How do I change or cancel my order ?
If your order is received and you received a tracking number from our sales team by email, your order is final and can’t be canceled. However if you did not received your tracking number yet, you can email to our costumer service at Info@colourfreakcosmetics.com and we are happily to find a solution for your problem.
Why is my favorite product not available? Can I still buy it?
If your favorite product is currently out of stock and not available, please leave your email to get notifications on when the product is back in stock. If your favorite product is removed from our website, it is in all probability this product will not be available in our store anymore until further notification. To make sure this is the case, we highly recommend our costumers to email our costumer service at Info@colourfreakcosmetics.com.
I received my product but it’s damaged, what should I do?
In case that a product arrives not as described, we will only send replacements for damaged/missing products within 14 days of receipt of the package. Costumer must provide photos of the issue, including packing slip.
Please contact our costumer service at Info@colourfreakcosmetics.com for any of the above issues.
I placed an order when will my package arrive ?
We are shipping out from the Netherlands, Germany, United Kingdom, France, Italy and Spain. Depending on which warehouse your package is shipped from, we will automatically send you an email when your order is shipped out. However due to Coronavirus we are dependent on our transport agents and processing time may be delayed. We will notify you as soon as your order ships or if we foresee any issues with fulfilling your order.
Thank you for your patience and understanding as we work trough this together. Thank you so much for your support !
*Please understand that business days do not include weekends or holidays such as Christmas and New Year’s Day etc.
I have not received my order confirmation, what should I do ?
Sometimes a order confirmation can take up to 24 hours before your receive it. If you have waited past 24 hours, we are so sorry you didn’t received your order confirmation. Something must went wrong, please email our costumer service at Info@colourfreakcosmetics.com , and make sure you mention your name, address and order number (if possible).
How many items can I buy in one purchase ?
All orders are limited to three units of each product per shipment.
I am a International costumer outside the (EU) Do I have to pay customs fees and taxes ?
All packages are shipped via DHL. Items shipped outside of Europe may be subject to import duties, taxes and/or charges which are not included in the total cost of your order, nor will they be covered or reimbursed by Colour Freak Cosmetics.
* We are not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from DHL to the local carrier in your country or air and ground transportation strikes or delays once the package has exited Europe.
Please check with your country’s customs office to determine what these additional costs will be before placing your order.
August 1, 2020
I received the wrong product. Can I send it back?
In case that you received an incorrect product, please provide photo’s of the issue within 14 days including a packing slip. We will make sure to send you a new product as soon as possible.
How do I know what ingredients your company use ?
If you would like to receive information about Colour Freak Cosmetics ingredients, please contact our costumer service at Info@colourfreakcosmetics.com
No we do not send/sell samples. All products can be found on www.colourfreakcosmetics.com.
Does your company test on animals ?
No, Colour Freak Cosmetics does not test on animals. Colour Freak Cosmetics has investigated all our manufacturers on animal testing and can assure you that they do not affiliate or get raw materials from places that are not cruelty-free.
Which payment methods can I use?
We generate our payments trough Stripe, so you will be able to use any payment method you want to use.
I can’t find the answer that I am searching for what should I do ?
We are so sorry that you can’t find your question on our website. However our costumer service is here to help you with all your questions. Please email us at Info@colourfreakcosmetics.com.
How can I get in touch with your costumer service team ?
For costumer inquierements only, please E-mail info@colourfreakcosmetics.com
I’ve forgotten my password. What should I do ?
The fastest way is to choose the option ‘’ Lost my password ? ’’ , this will reset your password so you can get quick access to your account. If this doesn’t work please contact our costumer service at Info@colourfreakcosmetics.com so we can reset your account as soon as possible.
This depends on where your package is send to. After you choose and placed your products into your shopping basket you can fill in the order form with your address, and our system will calculate your shipping cost to your doorstep.
August 1, 2020
