Shipping policy

SHIPPING & DELIVERY POLICY

This Shipping & Delivery Policy is part of the Terms of Service of KeratinBR and must be read together with our Returns & Refund Policy and any applicable Digital or Hybrid Product Delivery Terms.

By placing an order on our website, you agree to the conditions below.

1. General Information & Product Availability

All orders are subject to product availability.

If an item is temporarily out of stock or under high demand at the time you place your order, we may contact you by email and offer:

  • to wait for restocking within the applicable delivery window;

  • to replace the item with a similar product of equal or higher value;

  • to receive store credit; or

  • to receive a refund using the original payment method.

Certain campaigns, collections, or promotional items may operate as pre-orders or high-demand products with extended handling times clearly indicated on the product page or at checkout.

2. Place of Delivery

Items offered on our website are available for worldwide delivery, except Brazil.

We do not ship to addresses in Brazil.

3. Processing Time & Delivery Estimates

Delivery estimates are provided after your order is placed.

All delivery times are estimates, begin from the shipping date (not the order date), and depend on order approval and processing.

Standard Handling Time

  • United States orders: processed within 15 business days

  • International orders: processed within 20–25 business days

Business days exclude weekends and public holidays.
We do not ship on Saturdays or Sundays.

Extended Delivery Window — International & High-Demand Orders

Certain orders — including international shipments, high-demand items, and orders subject to customs inspection — may require up to 120 business days (handling + shipping) from the order date.

By completing your purchase, you expressly agree that:

  • delivery times are approximate;

  • delays may occur due to factors beyond our control (customs, inspections, force majeure, carrier backlog);

  • the maximum delivery window of up to 120 business days may apply to specific items or collections.

Delays and Chargeback Protection

Delays occurring within this maximum delivery window:

  • do NOT entitle the customer to refund, cancellation, chargeback, or compensation,
    except where mandatory consumer law expressly requires otherwise.

Delivery dates may vary based on destination, carrier operations, customs clearance, and product availability.

Orders may be delivered in separate shipments.

4. Shipping Methods

KeratinBR ships primarily through international express carriers, including:

  • FEDEX

  • UPS

  • DHL

  • TNT

  • EMS

  • and other international logistics partners

Carrier choice may vary based on destination, weight, service availability, or promotional conditions.

5. Shipping Costs & Free Shipping Promotions

Shipping costs depend on order weight, destination, and selected shipping method.

At checkout, shipping fees are displayed before final payment.

Free Shipping

When free shipping is offered:

  • shipment will be made using the method selected by KeratinBR,
    regardless of what the customer selects at checkout.

Taxes, VAT, or other regional fees may apply depending on destination laws.

6. EXW (Ex-Works) Shipping Terms & Transfer of Risk

Unless otherwise explicitly stated, international orders are shipped under EXW – Ex Works trade terms.

This means:

  • KeratinBR’s responsibility ends once the goods are handed over to the carrier.

  • Risk of loss, damage, delay, or customs seizure transfers to the customer at that moment.

  • The customer/importer is responsible for all import duties, VAT, customs charges, brokerage fees, and regulatory approvals.

KeratinBR is not liable for delays, loss, or destruction caused by customs authorities, carrier handling, or incomplete/incorrect delivery information provided by the customer.

7. Customs, Duties & Import Fees

Packages may be subject to:

  • customs duties

  • import taxes

  • brokerage fees

  • inspection delays

These charges must be paid by the recipient.
We cannot control or predict these costs.

Non-Refundable Customs Situations

KeratinBR does not issue refunds for goods that are:

  • refused by customs;

  • returned due to unpaid duties;

  • confiscated, rejected, destroyed, or abandoned;

  • delayed due to customs inspection;

  • returned because the customer refused or failed to complete customs payment or documentation.

Customs policies vary; please consult your local customs office.

8. Items Damaged or Lost in Transit

If visible damage is present upon delivery:

  • Photograph the packaging and damaged items immediately.

  • Note the damage with the carrier, if possible.

  • Contact us within 72 hours at:

📧 orders@keratinbr.com

Claims must include:

  • order number

  • clear photos/videos

  • description of the issue

Lost package claims may require investigation by the carrier before resolution.

Packages marked as “delivered” by the carrier are generally not eligible for refund or reshipment, unless a carrier error is proven.

9. Returns & Refunds for Shipped Items

Due to regulatory and hygiene standards for professional cosmetic products, KeratinBR does not accept returns or exchanges, except for:

  • defective items

  • incorrect items received

  • severe transit damage confirmed by support

If eligible, contact us within 7 days of delivery with:

  • order number

  • description of the issue

  • clear photos/videos

Unless expressly authorized:

  • return shipping costs are the customer’s responsibility;

  • shipping and handling fees are non-refundable;

  • approved refunds exclude original shipping cost;

  • customer is responsible for loss/damage during return transit.

10. Questions & Support

For questions about shipping or a specific order: