Do you have a question?
Payment
- I want to change my payment method.
- I have received my items, but no invoice?The invoice is sent by email once the parcel has left our warehouse and is also available in the Qliro app. The payment method “Buy now, pay later” typically has a due date 1–2 months from when the order is shipped, and invoices are always issued on the 14th of each month. You will of course receive an email when the invoice is ready to be paid, and if you use the Qliro app you will also receive a notification (provided notifications are enabled). Click here to get in contact with Qliro.
- Can I use my e-gift card both online and in store?E-Gift cards purchased online can only be used online with us and cannot be used in our physical stores.
- Where is my e-gift card?The e-gift card is sent digitally via email and is valid for 12 months from the date of purchase. It is not valid in Stockholm flagship stores, at NK, or at Steen & Strøm.
Order
- Has my order gone through?The order confirmation may be delayed. Check your spam folder, or contact customer service here if you haven’t received it by the next day.
- Can I add a product to my order?It’s not possible to add products to an order that has already been placed. Please place a new order instead.
- Can I change the shade?We can’t guarantee changes. Please contact customer service as soon as possible.
- I received the wrong product.Please contact customer service here and attach photos of the product, and we will help you further.
- I'm missing a product in my order.Please contact our customer service here so we can investigate this with the carrier/our warehouse and help you further.
- I want to cancel my order.We can’t guarantee that the order can be cancelled. Please contact customer service here and we’ll take a look.
Delivery
- What are the shipping options?Delivery options include Budbee Parcel Locker, Budbee Home Delivery, Bring Service Point, Instabox parcel locker, DHL, UPS.
- Can I track my order?You will receive an email or SMS with delivery information as soon as your parcel has been dispatched from our warehouse.
- How long is the delivery time?Our delivery time is between 3–10 business days. Depending on the shipping method you choose, lead time may vary.
- I entered the wrong delivery address on my order.We can’t guarantee that it’s possible to change the delivery address on an order that has already been placed. Please contact customer service here to check the possibilities.
- What should I do if I receive a damaged item upon delivery?Please contact customer service here and attach clear photos showing the damage, and we will help you further.
- I received a damaged parcel — what should I do?File a claim with the carrier and then contact our customer service here with the case/reference number and a clear photo of the damage, and we will help you further.
- How long will my parcel be kept at the pick-up point/parcel locker?For Budbee and Instabox parcel lockers, the holding time is 3 days, while DHL, BRING and UPS Service Point have 7 days. Parcels not collected within this time are returned to us.
- What happens if I don’t pick up my parcel?If you do not collect your package from your collection point, it will automatically be sent back to us after 7 days. We charge a fee of EUR/USD 25 for unclaimed packages. See our purchase terms and conditions.
- Do you offer free shipping?We offer free shipping on orders over 100 EUR via a free shipping option at checkout.
Returns & Complaints
- I regret my order — what applies?Unopened products can be returned within 30 days. Returns of opened or tested products are not accepted.
- Can I return an online purchase in the store?Online purchases cannot be returned in store.
- I want to return products purchased in store.In-store purchases can only be returned in store, provided the product is unopened in its original packaging and you bring the original receipt.
- Can I return products from different orders in the same parcel?Of course. Include a note with each order number, specify which product belongs to which order number, and add your contact details. More info can be found here.
- Can I exchange a product?Exchanges are not possible. You can return an unopened product and then place a new order for the desired product.
- I haven’t received a return label. What should I do?We do not include return labels for returns. All information on how to make a return can be found here.
- How long does the return process take?A received and approved return is processed and refunded within 30 days.
- How do I make a claim?Please contact customer service here with a photo, order number and batch number, and they will take a closer look.
- I'm unhappy with the product — can I make a claim?We do not offer a satisfaction guarantee. Used products cannot be claimed/returned if they simply do not meet your expectations.
Products & Product Information
- Where else can I buy CAIA products?Via the website, in our Stockholm flagship store and selected department stores in Sweden and Norway. If you have any questions, you are always welcome to contact us.
- Can I get tips on matching products?Matching products can be found on our “Kits & Sets” page, where compatible products are available together in ready-made kits. We also showcase these combinations on our social media channels. You are also welcome to contact us fo advice.
- Are your products vegan?Most of our products are vegan and we are working to ensure 100% of our assortment will be vegan. Ingredients are listed on each product page.
- Do your products contain gluten?Some contain ingredients derived from wheat or corn but are safe for topical use.
- Are your products cruelty free?CAIA Cosmetics does not test on animals and operates in accordance with current EU legislation, which prohibits animal testing for cosmetic products.
- How do you obtain mica?Mica is ethically sourced through Responsible Minerals Initiative members.
- I get no colour from my bronzer blush or highlighterThe product is buildable and is best applied in several layers for a more intense result. We recommend using a dry brush and clean. For the first application, gently swirl the brush in circular motions over the powder to break the top layer and ensure an even result. Apply as desired to build intensity.
- I need help choosing a shadeUse our shade finder tool on the foundation and concealer product pages to find your best match. Please note that the shade match is intended as guidance only, and CAIA Cosmetics cannot guarantee a perfect match.
We also recommend viewing the shades on our social media channels (Instagram and TikTok), where you can see them on different individuals and in various lighting conditions to get a better understanding of the shades.
If you have the opportunity to visit one of our physical stores, you are always welcome to receive personal assistance from our staff. - How do I know when a product is back in stock?Use the “Notify Me” feature by registering your email address. You will be notified when the product is back in stock.
If this feature is not available, the product will unfortunately not be restocked and has either been discontinued or was a limited edition. - How do I know my undertone?If your veins appear blue or purple, you most likely have a cool undertone. If they appear more green, you likely have a warm undertone. If the color is difficult to determine or appears to be a mix of both, you most likely have a neutral undertone.
If you have a cool undertone, foundations with pink or rosy undertones tend to suit you best. If you have a warm undertone, foundations with yellow or golden undertones are usually more flattering. If you have a neutral undertone, you can typically wear both warm and cool-toned foundations, depending on the desired look. - How can I see product ingredients?Ingredients are listed on each product page.
- Do your products contain parabens or PFASs?Our products are formulated without parabens or PFAS substances.
- Do your products contain talc?Our products are formulated with asbestos-free talc.
- How can I see previous orders?Via My account, you can see all orders linked to your email address.
- I can’t log in to my account. What should I do?Please contact customer service here if your customer number or code does not work.
- How do I log in to My account?Click the icon that looks like a little person in the top right corner to log in to My account.
- I want to delete my account — how do I do that?Email our customer service here and we will help you further.
Other Questions
- How do I leave a review?After delivery, we send an email where you can review the product. You can also leave a review on Trustpilot, Google or similar.
- Do you have any job openings?All of our job openings can be found here.
- How do you handle my personal data?All information can be found on the website here.
- Why do you use cookies?All information about this can be found here.
- I want to collaborate with you.Send your inquiry to [email protected]
