Shipping Policy – Moiré Cosmetics

At Moiré-Cosmetics, we are committed to processing and shipping your orders with care and efficiency. Please review our shipping terms carefully:

Processing & Shipping Schedule

Orders are processed and shipped Monday through Friday, excluding official bank holidays.

Orders placed and paid for on Saturday or Sunday will be processed and shipped on the next business day (Monday).

You will receive an order confirmation via email as soon as your payment has been received. A second confirmation with tracking information will be sent once your order has been dispatched.

Accuracy of Shipping Information

It is the customer’s responsibility to ensure that all shipping details are entered correctly and completely, including house number, postal code, and contact information.

Moiré-Cosmetics is not liable for failed or mis-deliveries resulting from incorrect or incomplete address input by the customer. Orders with missing or invalid information may remain in an “unfulfilled” status until corrected.

If this is the case, our team will attempt to contact you via email. Your response is required to proceed with shipment. Please ensure you check your spam/junk folder if you haven’t received communication within expected timeframes.

If we receive no response within 30 days from the date of order placement, the order will be cancelled without refund due to excessive administration costs incurred by Moiré-Cosmetics in managing unresponsive orders.

Delivery Method & Responsibility

Orders are delivered via a third-party courier service. If you are not available to receive your delivery, the courier may leave a notification with instructions for rescheduling or indicate a pickup location nearby.

To ensure a secure and undamaged delivery, couriers are not permitted to leave packages unattended or in concealed areas at the address provided.

Delivery Times

Delivery times provided at checkout or in communications are estimated only and not guaranteed. While Moiré-Cosmetics works closely with our courier partners to ensure timely deliveries, we cannot be held liable for delays caused by the courier or external circumstances.

We are continuously working to improve our delivery service and will soon offer paid upgrade options at checkout, such as express shipping and shipping insurance.

Customer Action Required

If you have not received a tracking confirmation or your order within the estimated delivery window, you are expected to contact our Customer Support Team via the “Help” button on our website.

Failure to do so may result in missed delivery windows or delays beyond our control. Moiré-Cosmetics is not responsible for unreported delivery issues beyond this timeframe.

If you have any questions regarding this shipping policy, please don’t hesitate to contact our team. We are here to assist you and ensure your experience with Moiré-Cosmetics is seamless from checkout to delivery.

Track & Trace – Moiré-Cosmetics

Once your order has been shipped, you will receive a shipping confirmation email containing your Track & Trace number.

Using the link provided, you can follow the delivery status of your order at any time.

For orders within the Netherlands and Belgium, if payment is completed on a business day, over 95% of our parcels are delivered the very next day.

Please note: It may take up to 24 hours after dispatch before the courier updates the tracking information in their system. This is beyond our control.

Delayed or Missing Delivery? Act Quickly.

If your order has not arrived within the expected delivery timeframe, please contact us immediately via the “Help” button on our website.

We can only file a formal investigation with the courier within 7 days of the expected delivery date.

Claims submitted beyond this period can no longer be investigated or refunded due to courier policy restrictions.

The sooner we are informed, the sooner we can take action to re-send or refund your items.

Processing: Your order is currently being processed into our warehouse system.

Dispatched: Our courier has collected your order from our warehouse and is in the process of delivering it to you

Tracking shows delivered, but no package? Here’s what to do first:

If your Track & Trace status confirms delivery but you haven’t received your package, please take the following steps before contacting our support team:

1. Check with neighbours, housemates, or family members. Someone else may have accepted the delivery on your behalf.
2. Inspect the delivery area. Couriers may leave packages near doors, in porches, behind planters, or other safe spots.
3. Look for a delivery notice. Check your mailbox or front door for a note regarding attempted delivery or pickup instructions.
   

If you've completed the steps above and still cannot locate your package, please reach out to us via the “Help” button on our website. We’ll gladly assist you in resolving the issue as quickly as possible.