PACKAGES & SHIPPING
How much is shipping?
- ORDINARY SHIPPING: Free shipping on orders over $35
- STANDARD SHIPPING: $15.99-$17.99
- VIP SHIPPING: 23.99
Note: For Canada, the United States & United Kingdom orders all prices include shipping and any applicable taxes. No additional fees will be charged at the time of delivery!
How long does it take to ship my package?
All orders are typically processed within 1-2 business days. Orders will not be shipped or delivered during weekends or holidays.
Handing time = 1-2 Business days
Transit time = 5-15 Business days
Please visit our Shipping and Delivery page for more info.
We are not responsible for customs clearance delays and recommend that all customers provide a mobile phone and email address for tracking updates with express options.
I paid for one specific shipping option but when I received my tracking, it shows it was shipped with another method?
We want to make sure you get your package as soon as possible - at times we may upgrade your delivery method or use a different service if it is available.
I placed an order and I still haven’t received my tracking information - what do I do?
Step 1: Please check your spam/junk folders - sometimes tracking emails get lost in these darn folders!
Step 2: If you are still unable to locate the tracking email, please email us at email@example.com right away, as there is a chance that your email or phone number may need to be updated in our system.
**For untracked orders, we will normally send out a confirmation of shipment with a reference number but this is not trackable.
My order hasn’t arrived! What do I do? Assuming the shipping timeframe has passed.
If tracking shows that the package hasn’t arrived please email us at: firstname.lastname@example.org
*For untracked orders, we always recommend contacting your local post office as sometimes the packages are put on hold while waiting for customs clearance.
It says my order has arrived but I don’t have it!
Step 1: Check with other members in your household, or all around the house/mailbox as couriers will sometimes place it in odd locations.
Step 2: We find that 10% of shipments that say they are delivered are actually not even out for delivery and the mail depot scanned it delivered in error. USPS advises waiting 2-3 additional days before submitting an inquiry.
Step 3: If it still hasn't shown up - send us an email at email@example.com and we will submit an inquiry with the courier.
Step 4: We normally receive an update from couriers within a few days and if it still hasn't arrived we will start our lost package procedure.
**For express options, please email us at firstname.lastname@example.org as soon as it says it has arrived and we will investigate immediately. Express orders can sometimes be delivered to UPS locations and be held for a limited time.
Are there any international duties or taxes on my order?
All customers in Canada & USA & United Kingdom will have no duties or additional fees on their order.
For all other countries, Charges for shipping and duties will be listed in the checkout. There should be no additional charges when your order arrives. However, because of increasingly strict customs inspection, it happens sometimes. We have no control over these charges and we can’t tell you what the cost would be, as customs policies and import duties vary widely from country to country. There is almost no such situation. If it happens, please contact us and we will compensate.
Do you ship to my country?
We ship to the following countries: United States, United Kingdom, Canada, Australia, New Zealand, Mexico, Denmark, Bulgaria, Croatia, Hungary, Luxembourg, Cyprus, Austria, Greece, Germany, Italy, Latvia, Czech Republic, Slovakia, Slovenia, Belgium, France, Poland, Ireland, Estonia, Sweden, Lithuania, Romania, Finland, Netherlands, Portugal, Spain, Malta.
Notes： The United States, (excluding remote areas such as Alaska and Hawaii, and overseas addresses such as Puerto Rico and Guam; APO/FPO military addresses)
EXCHANGES & RETURNS
What is your return policy?
We accept returns within 30 days of the order purchase date. Products must be in new, unused and unopened condition to receive a refund. To set up a return, please contact our Customer Support team at email@example.com. **Mystery Sack/Box Items are not eligible for exchanges and/or returns - all items are final sale**
Do you cover the return shipping fee?
We do not cover postal/shipping fees for return packages. Please contact firstname.lastname@example.org for return and exchange inquiries.
My product arrived damaged ☹️
We're so sorry to hear about your damaged product! Please contact us right away at email@example.com with your full name, order number and photo of the damaged product. We'll get this resolved as quickly as possible!
ORDERS & MODIFICATIONS
What forms of payment do you accept?
We accept Visa, MasterCard, Apple pay, American Express and PayPal.
Something is missing from my order
Yikes! We are so sorry for this! Please send us an email to firstname.lastname@example.org with your order number in the subject line and the item(s) that you're missing in the body of the email.
I need to modify/cancel my order!
We advise you to contact us immediately at email@example.com, as orders can start processing within 30 minutes of receipt. If possible, we will modify/cancel an order but we cannot guarantee this.
PR & INFLUENCER COLLABORATIONS
Who can I contact for PR?
Sorry! We do not have an active/ongoing PR List and do not accept submissions for PR Packages.
Why don't you have a PR list?
As much as we love content creators, these are the reasons why we do not have a PR list:
1. Our customers put greater value in OTHER customers who have purchased our products - people who truly love AWOO BEAUTY!
2. Sadly, we receive too many PR requests from individuals who don't understand our products and would not be suitable educators and advocates for our brand.
3. We are a small indie brand and managing a PR Program takes an excessive amount of time away from creating new and innovative products for you!