Shipping policy

Shipping Policy

Last updated: August 17, 2026

Thank you for shopping with Moisturizee. We aim to process and deliver orders as efficiently and reliably as possible.

This Shipping Policy explains our order processing, delivery estimates, tracking, customs, and procedures for delayed or missing shipments.

1. Order Processing

Orders are processed after payment has been successfully authorized and any required verification has been completed.

Most orders are prepared for shipment within 1–3 business days.

Processing times may be longer during:

Weekends and public holidays
Promotional periods
Periods of unusually high order volume
Product launches or limited-stock events
Payment or order verification
Circumstances outside our reasonable control

Once your order has been dispatched, you may receive a shipping confirmation containing tracking information where tracking is available.

2. Estimated Delivery Times

Estimated delivery times depend on the destination, product availability, shipping method, and carrier.

Our typical estimated delivery timeframe is:

Approximately 3–12 business days after dispatch.

Certain destinations, remote locations, or products may require additional delivery time.

Delivery estimates are not guaranteed unless expressly stated otherwise.

3. Shipping Costs

Available shipping options and applicable charges are displayed during checkout.

Where Free Shipping is offered, no standard shipping charge will be added to qualifying orders.

Certain expedited, oversized, remote-area, or special delivery services may incur additional charges.

4. International Shipping

Moisturizee may ship to multiple countries and territories, subject to product, carrier, and legal restrictions.

International orders may be subject to:

Import duties
Customs charges
Local taxes
Brokerage or handling fees

Where these charges are not collected during checkout, they may be payable by the recipient upon importation.

Customers are responsible for providing accurate information required for customs clearance.

5. Tracking Your Order

When tracking is available, tracking information will normally be provided after the shipment has been dispatched.

Please allow some time after receiving your tracking number for the carrier's tracking system to update.

Tracking events may occasionally remain unchanged for several days while a parcel is moving between logistics facilities or undergoing customs processing.

6. Multiple Packages

An order containing multiple products may occasionally be shipped in separate packages.

As a result:

Packages may arrive on different dates.
You may receive more than one tracking number.
Receiving only part of an order does not necessarily mean that the remaining products are missing.

Please check all available tracking information before contacting support.

7. Incorrect or Incomplete Addresses

Customers are responsible for providing a complete and accurate shipping address.

Please carefully verify your:

Recipient name
Street address
Apartment/unit number, where applicable
City
Postal code
Country
Telephone number

Once an order has entered fulfillment or been handed to the carrier, we may not be able to modify the delivery address.

Additional shipping costs resulting from an incorrect or incomplete address may be the customer's responsibility where permitted by applicable law.

8. Delayed Shipments

Occasional delays can occur due to circumstances outside our reasonable control, including:

Customs inspections
Carrier disruptions
Severe weather
Transportation interruptions
High seasonal shipping volumes
Public holidays
Remote delivery locations

If your tracking information indicates that your parcel is still moving through the carrier's network, please allow reasonable additional time for delivery.

If the shipment appears significantly delayed, contact us so that we can review the available tracking information and determine the appropriate next steps.

9. Lost Packages

If tracking indicates that a package has been lost, or if it has not arrived within a reasonable period beyond the estimated delivery window, please contact us.

We may open an investigation with the carrier.

Depending on the circumstances and applicable consumer law, an appropriate resolution may include a replacement or refund.

10. Packages Marked as Delivered

If tracking shows Delivered but you cannot locate your package, we recommend:

Checking around the delivery location.
Asking household members, neighbors, reception staff, or building management.
Checking for a delivery notice.
Contacting the carrier for additional delivery information.

If the package still cannot be located, contact Moisturizee Customer Care and we will review the situation.

11. Damaged Packages

Please inspect your shipment upon delivery.

If a product arrives damaged, contact us as soon as possible and provide:

Your order number
A description of the problem
Photographs of the product
Photographs of the shipping packaging where relevant

Please retain the damaged product and packaging until we provide further instructions.

12. Refused and Unclaimed Deliveries

If a package is refused, repeatedly cannot be delivered, or remains unclaimed and is subsequently returned to us, additional shipping or return costs may apply where permitted by law.

Any applicable refund will be handled in accordance with our Return & Refund Policy and mandatory consumer protection requirements.

13. Order Cancellation

We cannot guarantee cancellation once an order has entered processing or has been dispatched.

If cancellation is no longer possible, you may be able to return the product after delivery in accordance with our Return & Refund Policy.

14. Customs and Import Restrictions

Customers are responsible for ensuring that products ordered from Moisturizee may legally be imported into their destination country.

Customs authorities may inspect shipments and may request additional information from the recipient.

Moisturizee is not responsible for customs processing times or delays caused by customs authorities, except where responsibility cannot legally be excluded.