- CAIA Cosmetics does not test on animals.
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Delivery & tracking
- How long will it take for my order to be delivered?- We have a delivery time of 1-5 business days in the UK region. Standard delivery 2-4 days, we dispatch the orders within 48 hours.
- We offer Next Day delivery with DPD. Place your order before 14:00 PM. With exceptions for Sunday's, National Holidays and Out of Area Deliveries. Out of Area Delivery = 2-3 days transit time and includes: Scottish Highlands & UK Islands. - Can I choose express delivery?- Yes, we offer express delivery, next day delivery with DPD. Place the order before 14:00 PM. With exceptions for Sunday's, National Holidays and Out of Area Deliveries. Out of Area Delivery = 2-3 days transit time and includes: Scottish Highlands & UK Islands
- 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?- You receive a shipping confirmation email with tracking details.
- What are the shipping options?
Standard Delivery
Delivery costs £2.50, or is free on orders over £29. Standard orders are dispatched within 48 hours*. All standard deliveries are sent with Royal Mail tracking.
*Please note that delivery may be delayed due to bank holidays, non-working days, or unexpected disruptions with the carrier.
Next Day Delivery
Express delivery costs £4.95 and is shipped via DPD Next Day Delivery.
Orders placed before 2:00pm Monday to Friday will arrive the next working day*.*Please note that next day delivery does not apply on Sundays, national holidays, or for out of area deliveries.
Out of Area Deliveries
For out of area locations, including the Scottish Highlands and UK islands, delivery typically takes 2–3 working days in transit.
- My package was damaged in transit, what should I do?
- I have received my order but a product is missing- Contact customer service and they will help you, contacy us here.
- Do I need to pay a customs duty to receive my package?- We ship from the UK, meaning you will not incur any additional charges upon delivery.
- What happens if I don't collect my package?- Unclaimed packages are returned after 7 days and a £25 fee is charged. See our purchase terms and conditions here
- I accidentally deleted my text message with the code to collect my package- Bring ID and the last four digits of the tracking number or contact customer service.
- To which countries does CAIA Cosmetics ship?- We only ship within the United Kingdom. Including the Scottish Highland & The UK islands.
- My order has not arrived- Use the tracking link or contact customer service if you cannot locate the parcel. Contact us here.
- It says my order has been delivered, but I have not received it
- Wait a few days and contact customer service if it still has not arrived.
Payment & Refunds
- How do I see which payment method I've chosen?- If you sign in to your account in the Klarna app or on their website, you will find all the information regarding your payment. You can also see this in your order confirmation after purchase.
- I have chosen the wrong payment method, can I change this?- Unfortunately, we are unable to change the payment method for confirmed orders. If you have any questions about your payment or need assistance, please reach out directly to Klarna.
- No money has been withdrawn from my account yet, has my order been processed?
- If money has not been reserved or withdrawn from your account, it may be because your order has not yet been processed, or because you chose invoice or partial payment. Please contact customer service for assistance. - What payment methods are accepted?
- Klarna, Visa, Mastercard, Apple Pay, Google Pay, and CAIA Cosmetics gift cards.
- How long will it take for me to receive my refund?- Refunds are processed within 30 days. Card refunds take 2-5 business days, invoice updated immediately.
- How do I pay with gift cards?- Enter your gift card number at checkout in the designated field. Enter your gift card number at checkout in the designated field.
- How do I receive my invoice?- The invoice is sent by email when your order leaves the warehouse. You can also find it in your Klarna app or their website.
- I have not received my refund, what should I do?- Refunds can take up to 30 days. Contact customer service if this time has passed.
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 your email spam folder. If not found contact customer service.
My Order
- I have not received an order confirmation.- Check your spam folder. Contact customer service if not received the day after purchase. During product launches and peak periods on the website, order confirmation emails may take some time to arrive.
- 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?- It is not possible to add products to a confirmed order. Please place a new order instead.
- Can I change the address or other information on my order?- Contact customer service. Changes are not possible if the order is already processed. Contact customer service. Changes are not possible if the order is already processed.
- 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. Contact customer service for further assistance.
- I have received a defective product, what should I do?- We sincerely apologise for this. Contact customer service with a photo or video of the defect.
- I would like to change the method of payment- Unfortunately, it is not possible to change the payment after the order has been placed.
- My order has not yet been delivered, what should I do with the invoice?- You can postpone your invoice through Klarna, or contact customer service for assistance.
- I have not received my order- Delivery takes 1-5 business days depending of chosen shipping method. Contact customer service if exceeded.
z - I would like to return my order- Return instructions are available here.
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?- Unfortunately, it’s not possible to exchange a product. If the product is unopened, please make a return according to the instructions on the website and then place a new order for the desired product.
- 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.
My Account & Log in
- I forgot my password- Use the forgot password function to receive a recovery link.
- What can I see in My Account?- You can see your customer profile and information
- You can see all your orders
- You can see your “Item Watch” list
- You can see a list of the digital gift cards you’ve purchased - Where can I view my previous orders?- All orders linked to your email address are visible in My Account.
- How do I leave a review?- You receive a review request by email after 7-14 days upon purchase. Aftrer you have been in contact with our customer service team, we kindly ask for you to provide feedback and rate your experience.
- I want to delete my account, how do I do so?- Contact customer service to delete your profile. Email our customer service department here and we will delete your profile.
Gift Cards
- How do digital gift cards work?- Gift cards are emailed immediately after purchase and are valid for 12 months. You can also find your gift cards on your account.
- Can I use my gift card both online and in store?
- The digital gift card is only valid on our UK website and cannot be used in-store.
If you purchased your gift card in Sweden after the opening of the CAIA Flagship on April 24th 2025, you can use your gift card both online and in the Flagship Store at Biblioteksgatan (not at NK). If you've purchased the gift card outside of Sweden or prior to April 24th 2025, you can only use your gift card online. - I have not received an email with my gift card, what should I do?- Check spam folder or contact customer service. 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?-A few minutes 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?- By email to the email address being used at checkout.
- Can I use multiple gift cards to make a purchase?- Yes, enter multiple codes separated by commas.
- Can I use a gift card for multiple orders?- Yes, unused balance can be used within 12 months. 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?- Via the website, in our Stockholm flagship store and selected department stores in Sweden and Norway. If you have any questions, you are always welcome to contact us.
- Can I get tips on matching products?- Matching products are listed on product pages and social channels. Please reach out to our customer service team if you have questions.
- Are your products vegan?- Most of our products are vegan and we are working to ensure 100% of our assortment will be vegan. Ingredients are listed on each product page.
- Do your products contain gluten?- Some contain ingredients derived from wheat or corn but are safe for topical use. Some contain ingredients derived from wheat or corn but are safe for topical use.
- Are your products cruelty free?
- How do you obtain mica?- Mica is ethically sourced through Responsible Minerals Initiative members.
- I don't get any colour from my bronzer/blush/highlighter, is something wrong?- Products are buildable and require layering with a dry clean brush. On first application, swipe the brush in circular motions on the pan to break the first layer and ensure smooth payoff. See brush information on each product page for our recommendations.
- I do not know what shade to buy from one or more products, can you help me?- Use the shade matching tool or contact customer service. Go to the page for any foundation or BB-stick and use the tool to find the shade that suits you best. Shade matching is intended for guidance only. CAIA Cosmetics does not warrant or represent that shade matching is error free.
- How can I found out when a sold-out product is back in stock?- Use Item Watch and Notify Me function by signing up with your email. We will notify you when available.
- I want to buy foundation and concealer - how do I know what undertone I have?- - Use the shade matching tool on foundation or concealer pages. Shade matching is intended for guidance only. CAIA Cosmetics does not warrant or represent that shade matching is error free.
- How can I see a product's ingredients?
- Ingredients are listed on each product page. On each product page you will find a complete list of ingredients under “Ingredients”.
- Do CAIA products contain parabens or PFASs?
- Our products are formulated without 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?- Our products are formulated with asbestos-free talc.
- What channels is CAIA Cosmetics on?- Our channels: YouTube, Instagram, Facebook, TikTok and Pinterest
- I have a collaboration proposal- Send a request to [email protected]
Other Questions