Delivery & Returns
DELIVERY & RETURNS
Last updated: August 16, 2026
This policy specifies the terms for preparation, delivery, return, and refund applicable to orders placed on Karenation.
It complements KARENATION's General Terms and Conditions of Sale.
1. Delivery
1.1 Order Preparation
Orders are prepared within 24 to 48 business hours after payment confirmation, excluding weekends and public holidays.
During periods of high activity, particularly during promotional operations or special launches, preparation time may be exceptionally extended. The Customer will be informed if a significant delay affects their order.
Preparation time is distinct from the carrier's shipping time.
1.2 Delivery Zones and Methods
Karenation delivers to the geographical zones offered at the time of order placement.
Available delivery methods depend notably on the delivery address and are presented to the Customer before payment.
Applicable delivery fees are also displayed before final order validation.
1.3 Delivery Times
The applicable delivery date or timeframe is communicated to the Customer before order validation.
This timeframe includes order processing and shipping according to the selected delivery method.
Karenation undertakes to respect the announced delivery date or timeframe under the conditions provided by applicable regulations.
1.4 Order Tracking
When the selected delivery method allows, a shipping confirmation email is sent to the Customer with a tracking number or link.
Tracking may also be available from the Karenation customer account.
1.5 Delivery Address
The Customer is responsible for the accuracy of the delivery information provided during their order.
They are particularly invited to check:
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their first and last name;
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their address;
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their postal code;
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their city;
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their country;
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as well as any additional information necessary for delivery.
If a package is returned to Karenation due to an incorrect or incomplete address provided by the Customer, a new shipment may be arranged.
Reasonable costs associated with this new shipment may be charged to the Customer when they result exclusively from the address error attributable to them.
1.6 Lost or Undelivered Package
If tracking indicates an anomaly or if the package is not received within the announced timeframe, the Customer is invited to contact Karenation at:
Karenation will perform the necessary checks with the carrier and provide the Customer with the solution provided by applicable regulations.
1.7 Damaged, Incorrect, or Missing Product
In case of a product that is:
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damaged;
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missing;
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incorrect;
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or shows an anomaly upon delivery,
the Customer is invited to contact Karenation as soon as possible at:
To facilitate the processing of the request, it is recommended to provide:
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the order number;
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a description of the problem;
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a photograph of the product concerned;
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and, where relevant, a photograph of the package.
This approach facilitates the processing of the request but does not deprive the Customer of their legal rights.
2. Returns and Right of Withdrawal
2.1 Right of Withdrawal Period
In accordance with the provisions of the Consumer Code, the Customer has a period of 14 days from the receipt of their order to inform Karenation of their decision to withdraw, without having to justify their decision.
When several products from the same order are delivered separately, the period is calculated from the receipt of the last product concerned, in accordance with applicable legal provisions.
2.2 Exercising your Right of Withdrawal Online
Karenation provides a feature allowing you to directly submit a return or withdrawal request online.
To exercise your right of withdrawal:
Access your Karenation customer area:
https://skin.karenation.com
Log in with the email address used for your order, then:
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select the order concerned;
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select the product(s) you wish to return;
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follow the instructions displayed to send your request.
An acknowledgment of receipt of your request will be sent to you electronically.
You can also exercise your right of withdrawal by using the standard form included in the General Terms and Conditions of Sale or by sending us a clear statement to:
The use of the standard form is not mandatory as long as your request clearly expresses your wish to withdraw.
2.3 Deadline for Returning Products
After informing Karenation of their decision to withdraw, the Customer must return the products concerned no later than 14 days following this notification.
Instructions and the return address are communicated as part of the request processing.
Products must be properly protected to avoid any deterioration during transport.
The Customer is advised to retain proof of shipment until their refund is finalized.
2.4 Return Costs
In case of withdrawal resulting from a simple change of mind, the direct return costs are borne by the Customer.
However, when a product is defective, non-compliant, or an error is attributable to Karenation, the costs necessary to address the problem are not charged to the Customer under the conditions provided by applicable regulations.
3. Condition of Returned Products
When a product is eligible for the right of withdrawal, the Customer may handle it only to the extent necessary to establish its nature and characteristics.
It is recommended to return the product:
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with its original packaging when still available;
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with any accessories;
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complete;
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and properly protected for transport.
The Customer's liability may be engaged in the event of depreciation of the product resulting from handling beyond that necessary to verify its nature and characteristics.
4. Special Case of Cosmetic and Hygiene Products
The mere fact that a product is cosmetic does not automatically remove the right of withdrawal.
However, in accordance with the exceptions provided by the Consumer Code, the right of withdrawal cannot be exercised, notably for products:
unsealed by the Customer after delivery and which cannot be returned for reasons of hygiene or health protection.
This exception may notably concern certain cosmetic products whose protective or sealing device has been removed after receipt when resale cannot reasonably be carried out for reasons of hygiene or health protection.
Each request is assessed based on the nature and actual condition of the product concerned.
5. Promotional or Sale Products
Products purchased:
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on promotion;
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during sales;
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with a discount code;
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or as part of a commercial operation
benefit from the same legal right of withdrawal as products sold at the usual price, unless a legal exception to the right of withdrawal is applicable to the product concerned.
A price reduction is therefore not sufficient to make a product non-refundable.
In the event of a refund, the amount refunded corresponds to the amount actually paid by the Customer for the product concerned.
6. Refund
When the right of withdrawal is validly exercised, Karenation will refund the sums due to the Customer within a maximum of 14 days from the date it is informed of their decision to withdraw.
For a product sale, Karenation may defer the refund until:
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the recovery of the returned product(s);
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or the receipt of proof of their shipment,
whichever event occurs first under the conditions provided by regulations.
The refund is made via the same payment method used during the order, unless the Customer expressly agrees to another refund method that does not incur any additional costs for them.
In the event of withdrawal concerning the entire order, the initial delivery costs corresponding to the standard delivery method offered by Karenation are refunded in accordance with applicable regulations.
Any additional costs resulting from the choice of a more expensive delivery method are not refunded beyond the cost of standard delivery.
7. Partial Returns
The Customer may exercise their right of withdrawal on all or part of the eligible products of an order.
In the event of a partial return, only the products actually concerned by the withdrawal are refunded.
8. Defective or Non-Compliant Products
The right of withdrawal should not be confused with legal guarantees.
If the Customer receives a product that is defective, damaged, or does not conform to their order, they benefit from the rights provided by regulations, notably the legal guarantee of conformity.
They are invited to contact Karenation at:
specifying:
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their order number;
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the product concerned;
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the nature of the problem;
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and, where useful, attaching photographs.
Applicable legal guarantees are detailed in Karenation's General Terms and Conditions of Sale.
9. Exchanges
Karenation does not guarantee the possibility of direct exchange.
When product exchange is not offered, the Customer may, if the conditions for the right of withdrawal are met, return the product concerned and then place a new order.
This provision does not limit the Customer's rights under the legal guarantee of conformity.
10. Refusal or Non-Collection of a Package
The mere act of refusing a package or not collecting it does not necessarily, in itself, constitute a declaration of withdrawal.
Customers wishing to exercise their right of withdrawal are therefore invited to submit their request via:
or to contact:
11. Customer Service
For any questions concerning:
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a delivery;
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a return;
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a withdrawal request;
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a refund;
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a damaged or non-compliant product;
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or an order,
you can contact:
KARENATION
Email: contact@karenation.com
We strive to respond to requests within 24 to 48 business hours.