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Payment & Refunds


  • How do I see which payment method I've chosen?
    - If you sign in to your account in the Qliro app or via their website, you will find all the information regarding your payment. 
  • I have chosen the wrong payment method, can I change this?
    - Unfortunately, we are unable to update the payment method for confirmed orders. If you have any questions regarding your payment, you are always welcome to contact our payment provider Qliro. 
  • No money has been withdrawn from my account yet, has my order been processed?
    - If money has not been reserved or drawn from your account, it may be that your order has not been processed or that you have chosen to pay by invoice or partial payment. Kindly get in touch with our customer service department here and we will help you.
  • What payment methods are accepted?

    - Card payment (VISA and MasterCard), Trustly, PayPal and CAIA Cosmetics gift cards

  • How long will it take for me to receive my refund?
    - We strive to issue refunds as promptly as possible, but within a maximum of 30 days. After we have processed the refund, the amount will be paid to your card within 2-5 business days. For Trustly, the amount will be refunded by the next day. For invoice payment, the amount will be amended immediately, and for partial payments, the amount will be updated when you receive your invoice.
  • How do I pay with gift cards?
    - You enter your gift card number at checkout. There is a field at checkout in which you enter the code.
  • How do I receive my invoice?
    - You will receive the invoice by email when your package leaves our warehouse. If you have not received the invoice, you can sign in to your Qliro account or contact our customer service department here.

  • I have not received my refund, what should I do?
    - It can take up to 30 days for us to process a refund. Kindly contact our customer service department here if that time period has passed and we will investigate your case.
  • My payment was successful but I did not receive an order confirmation, what should I do?
    - Check if it has ended up in your junk folder. If it’s not there, kindly get in touch with us here and we will help you.
  • Why does my card not work?
    - There are several different reasons a card may not work. We advise you to log in to your internet bank and check if your card is activated for online purchases.

Delivery

  • How long will it take for my order to be delivered?
    - We have a delivery time of 2-7 business days in the Nordic region. Approx. 10 business days outside the Nordic region.
  • Can I choose express delivery?
    - We do not have an express delivery option at present.
  • Can I track my package?
    - Yes. When your package leaves the warehouse, you receive an email with a tracking link through which you can track your package.
  • How will I know when my package has left the warehouse?
    - When your package leaves the warehouse, you will be sent an email informing you that your package is on its way to you. You will also be given a tracking link through which you can track your package.
  • What are the shipping options?
    At caiacosmetics.co.uk you can choose FedEx.
  • My package was damaged in transit, what should I do?
    - Kindly contact our customer service department here and provide a photo showing the damage to the package and we will gladly help you.
  • I have received my order but a product is missing
    - Get in touch with our customer service department here and we will gladly help you.
  • Do I need to pay a customs duty to receive my package?
    - No. We deliver to all countries free of import charges.
  • What happens if I don't collect my package?
    - 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 25 for unclaimed packages. See our purchase terms and conditions here
  • I accidentally deleted my text message with the code to collect my package
    - You can go to the collection point and provide the last four digits of the tracking link (which you have received by email) along with your ID if they ask for this. You are also welcome to get in touch with our customer service department here

  • Is there a shipping fee for my order?
    - We offer free shipping over a certain amount. If your purchase total is below this amount or if you select a different shipping method than the free shipping option, a shipping fee will be charged.
  • To which countries does CAIA Cosmetics ship?
    - Europe: Belgium, Bosnia-Herzegovina, Cyprus, Denmark, England, Estonia, Finland, France, Greece, Ireland, Iceland, Italy, Croatia, Latvia, Lithuania, Luxembourg, Macedonia, Malta, Monaco, Montenegro, Netherlands, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Germany, Hungary, Åland Islands and Austria

    - USA, Canada, Australia
  • How much do I have to spend to receive free shipping on my order?
    EUR 100 at caiacosmetics.co.uk
  • My order has not arrived
    - When your package leaves our warehouse, you receive an email with a link through which you can track your package. If you can’t see your package via the tracking link, you are welcome to get in touch with us here

  • It says my order has been delivered, but I have not received it
    - Try updating the link again. Sometimes the link is updated a few days before the package arrives. If you have not received the package after a few days, kindly contact us here and we will help you.

My Order

  • I have not received an order confirmation.
    - Check if it has ended up in your junk folder. During product launches and busy periods on the website, order confirmation emails may take some time to arrive. If you have not received your order confirmation the day after a purchase, kindly get in touch with us here and we will send it to you.
  • I want to add a product to my order, how do I do so?
    - We are unable to add a product to a confirmed order. The best thing to do is to place a new order for the items you wish to add.
  • Can I cancel my order?
    - You are always welcome to email us here and we will gladly help you if possible. However, we cannot guarantee that it will be possible.
  • Can I change the address or other information on my order?
    - You can always email us here and we will gladly help you if possible. Unfortunately, if the order has already been processed, it will not be possible.
  • I have received the wrong product or a product is missing from my order, what should I do?
    - We regret that you have received the wrong product or that a product is missing. Email our customer service department here and we will help you.
  • I have received a defective product, what should I do?
    - We sincerely apologise for this. Email our customer service department here and describe what is wrong with the product together with a photo or video showing the product’s defect and we will help you.
  • I would like to change the method of payment
    - Unfortunately, it is not possible to change the payment method once you have placed an order. If you have any questions regarding your payment, you are always welcome to contact our payment provider Qliro.
  • My order has not yet been delivered, what should I do with the invoice?
    - You can always postpone payment of the invoice via Qliro or get in touch with us and we will help you.
  • I have not received my order
    - The delivery time is 2-7 business days. If you have not received your order after this time period, kindly get in touch with us here and we will help you with your order.
  • I would like to return my order
    - You are welcome to make a return. All the information on how to proceed can be found here

My Account & Log in

  • I can't remember my password, how do I sign in?
    - You can click “forgot password” and a recovery link will be sent to you.
  • What can I see in My Account?
    - You can see all your orders
    - You can see your “Item Watch” list
    - You can submit reviews on products you have purchased
    - You can see a list of the gift cards you’ve purchased
  • Where can I view my previous orders?
    - In My Account you will find all your orders for which the email address linked to your account was used.
  • How do I leave a review?
    - Some time after you have received your product, we will send you an email through which you can review your product. You can also log in to My Account and submit a review there.
  • I want to change my review, how do I do so?
    - You will need to email our customer service department here and they will gladly help you.
  • I want to delete my account, how do I do so?
    - Email our customer service department here and we will delete your profile.

Gift Cards

  • Can I buy physical gift cards?
    - We only sell electronic gift cards, i.e. you receive the gift card immediately after purchase via the email address you provide at checkout.
  • How do electronic gift cards work?
    - You will receive your gift card by email immediately after purchase. The gift card is valid for 12 months.
  • I have not received an email with my gift card, what should I do?
    - Start by checking your junk folder. If it’s not there, kindly get in touch with us here and we will help you.
  • How soon will I receive the gift card after purchase?
    - You will receive the gift card a few minutes after the purchase has been made.
  • For how long is the gift card valid?
    - The gift card is valid for 12 months.
  • How will the gift card be delivered?
    - The gift card will be sent to the email address you provided at checkout.
  • Can I use multiple gift cards to make a purchase?
    - Yes, just remember to enter all the codes (separated by a comma) at checkout.
  • Can I use a gift card for multiple orders?
    - If you do not use the full amount on the first purchase, you can use the remaining amount within 12 months on the next purchase.

Products

  • Where else can I buy CAIA products besides for the website?
    - Our products are only sold on our website. If you have any questions, you are always welcome to email us here.
  • Can I get tips on matching products?
    - Absolutely. We list matching products on many of our product pages. You can also follow our Instagram and “Highlights” for more inspiration and information about matching products. If you can’t find what you’re looking for, you can always get in touch with us here.
  • Are your products vegan?
    - Many of our products are vegan. For our vegan products, the “Vegan Product” label is clearly visible in the product image. You will also find a complete list of ingredients on each product page.
  • Do your products contain gluten?
    - Some of our products contain Caprylyl Dimethicone Ethoxy Glucoside, which comes from wheat and corn. Only when gluten is orally ingested can it be harmful to persons with coeliac disease, so makeup and skincare products containing gluten are safe to use. However, since a product like lipstick is used on the lips and may enter the mouth, it is similar to food in the sense that if there’s gluten in the product, you may ingest it.
  • Are your products cruelty free?

    - CAIA Cosmetics is vehemently against animal testing and we do not sell our products in any markets that require the products to be tested on animals.

  • How do you obtain mica?
    - The mica we use is natural and comes from ethical mining. Our supplier is a member of Responsible Minerals Initiative (RMI)) and reports to them on an ongoing basis. Every year in June, their entire Supply Chain comes together to ensure that numerous parameters are at a satisfactory level. The work focuses on child labour and environmental issues. By joining RMI, we feel they have made reliable guarantees that their mica suppliers are trustworthy and do not permit child labour. You can also Google the Responsible Minerals Initiative to learn more about how they work.
  • I don't get any colour from my bronzer/blush/highlighter, is something wrong?
    - Our bronzers, highlighters and blushes have a prism formula that is not highly pigmented. This means that the product usually needs to be built up in layers to achieve the desired result, which is not always needed with products that have stronger pigments.

    When applying powder products, it is important to use a dry and clean brush. If you have applied foundation, have oily skin or skin cream that has not properly dried yet, this can be transferred to the brush and then into the product. We therefore recommend wiping off the brush before dipping it in the product each time, as well as using a compact brush for more pigment. Also remember that you should not store your makeup in the bathroom where it easily becomes damp, which can also affect the product.
  • Can I buy perfume samples?
    - Unfortunately, we do not sell perfume samples. To give you a good idea of the fragrances, each product page contains a description of the perfume and its heart, base and top notes, along with customer reviews.
  • How should I clean my makeup brushes?
    - You should clean your brushes once a week to maintain good quality, durability and to achieve better makeup results. Use Expert Brush Cleaner with lukewarm water and a drop of washing up liquid and wash the brushes with circular motion. Rinse the brushes thoroughly and place them on a clean towel to dry, preferably with the brush tilted slightly downwards so that the water can dry out completely.
  • I do not know what shade to buy from one or more products, can you help me?
    - We are happy to help! To make things easier, you can send us a photo of yourself.
  • How can I found out when a sold-out product is back in stock?
    - You can click “Item Watch” and then “Notify Me When Available” under an out-of-stock product and enter your email address. You will then receive an email as soon as the product is back in stock. 
  • I want to buy foundation and concealer - how do I know what undertone I have?
    - Our Instagram Highlights provide information on how to determine your undertone. You can also find information on the foundation and concealer product page here on the website under the question mark.
  • How can I see a product's ingredients?

    - On each product page you will find a complete list of ingredients under “Ingredients”.

  • Do CAIA products contain parabens or PFASs?

    - Our products do not contain parabens or PFASs. All of our products are registered with the Swedish Medical Products Agency and the EU’s CPNP.

  • Do your products contain talc?
    - Talc itself is not dangerous, but there have been problems with asbestos being found in talc. This is something that our producer guarantees we do not have in our products. Furthermore, the use of asbestos in cosmetic products is strictly prohibited in the EU. We use some of the world’s largest and most professional factories and therefore feel confident that our products do not contain any hazardous residues.

PR & Collaborations

  • Can I become a retailer of your products?
    - We are so happy that you like our products and are interested in becoming a retailer. However, we sell our products exclusively on our own website.
  • I have a collaboration proposal, whom should I contact?
    - You are welcome to email our customer service department at info@caiacosmetics.com 
  • Where can I buy CAIA Cosmetics products?
    - We only sell our products through our own website.
  • What channels is CAIA Cosmetics on?
    - Our channels: YouTube, Instagram, Facebook, TikTok and Pinterest

Returns & Claims

  • I want to return an item, how do I do so?
    - All information on how to make a return can be found here
  • I have sent a return, when will I be refunded?
    - Within 30 days of us receiving your return. The refund will be paid into your account or you will be issued a credit note.
  • I have received the wrong product, how do I submit a claim?
    - We regret that you have not received the correct product. Get in touch with our customer service department here and we will help you.
  • My package was damaged in transit, what should I do?
    - Kindly contact our customer service department here and provide a photo showing the damage to the package and we will gladly help you.
  • Can I exchange products?
    - You are able to exchange a product for a different shade of the same product. You can return the product and add a note stating which shade you would like instead. Unfortunately, it is not possible to make an exchange for another product. You will need to return the product you do not wish to keep.
  • How do I submit a claim?
    - If you feel that you have received a defective product, you are welcome to contact our customer service department here and we will gladly help you.
  • Do I need to return a damaged item?
    - If you have received a damaged or defective item, you need to contact us here, preferably with a photo of the product, so that we can help you further.

Other Questions

  • How does CAIA Cosmetics process my personal data?
    - You will find all relevant information here
  • How does CAIA Cosmetics handle cookies?
    - You will find all relevant information here

My Account

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