Shipping, Returns and Satisfaction Guarantee

• Carrier: DHL, from our warehouse in Slovenia.
• Delivery time: usually 3–5 business days after your order ships. This is an estimate, not a guarantee; customs checks, weather, holidays or carrier delays can sometimes make it longer.
• Cost: free when your order has two or more products. Otherwise, the shipping cost is shown in your cart before you order.
• Taxes and duties: any sales tax, import duties or fees that apply are shown at checkout, where they can be calculated in advance.
• Tracking: when your order ships, we email you a DHL tracking link.
• Address: please check your shipping address carefully. If you notice a mistake, email us right away; we’ll fix it if the package hasn’t shipped yet.

We are preparing to ship to the United States. Until US ordering opens, you can join our waiting list and we’ll email you as soon as you can order. The rules on this page apply to orders placed once ordering is open.

If your tracking hasn’t moved for several business days, or your package hasn’t arrived within 10 business days after shipping, email us. We’ll check with DHL, and if the package is lost, we send a new one or refund you in full, whichever you prefer.

If a product arrives damaged, leaking or isn’t what you ordered, email info@chicatella.com with your order number and a photo. We’ll send a replacement or refund you, whichever you prefer. You don’t need to send anything back.

Skin is different for everyone. If you don’t like your products, we don’t want you to pay for them:

• Email us within 30 days of delivery at info@chicatella.com with your order number.
• For up to two products per order, we refund the full price of those two products plus shipping.
• You keep them. Nothing to send back, no forms, even if you’ve opened and used them.
• If your order has three or more products, the two we refund this way are the two most expensive ones.
• The third product and beyond are refunded only if you send them back unopened and unused, at your own cost, within the same 30 days. Opened or used products beyond the first two aren’t refunded under the guarantee.
• There is no restocking fee.

This guarantee is voluntary. It comes on top of, and doesn’t limit, any rights you have under the law, including if a product is defective.

We refund to the original payment method you used at checkout. We usually send the refund within 5–10 business days after we approve it, and we confirm it by email. Depending on your bank or card issuer, it can take a few more days to show on your statement. Fees your bank charges, such as foreign transaction fees, are outside our control.

If you want to change or cancel an order, email us as soon as possible. If it hasn’t shipped yet, we cancel it and refund you in full. If it has already shipped, our satisfaction guarantee still applies once it arrives.

If you notice redness, burning, swelling or a rash after using a product, stop using it and, if needed, talk to a doctor. Please also let us know: we take every report seriously, and the satisfaction guarantee applies. More about using our products safely is in our Terms of Sale and Use and our Medical Disclaimer.

Email info@chicatella.com, call +386 30 384 245, or write to AdviseMyStyle d.o.o., Godnje 23, 6221 Dutovlje, Slovenia. You can also use our contact page.