Frequently Asked Questions

Got questions? We've got answers! If you can't find what you're looking for, contact us.

Ordering & Payment

What payment methods do you accept?

We accept bank cards (Visa, Mastercard, American Express), PayPal, and Shop Pay for secure and fast payment.

Is my order secure?

Absolutely! All transactions are encrypted and secure. Your banking details are never stored on our servers.

Can I modify my order after confirmation?

Contact us immediately at kainaly@outlook.com. If your order has not yet been shipped, we will do our best to modify it.

 Shipping

What are the delivery times?

• Metropolitan France: 4 - 8 business days
• Europe: 5-7 business days
• International: 7-14 business days

Do you ship internationally?

Yes! We ship throughout Europe and to many countries worldwide.

How can I track my order?

As soon as your order is shipped, you will receive an email with a tracking number to follow your package in real-time.

Do you offer free shipping?

Yes! Shipping is free in metropolitan France.

Products

Are your products suitable for sensitive skin?

Yes! Our formulas are dermatologically tested and suitable for all skin types, including sensitive skin.

Are your formulas natural/organic/vegan?

Our products are clean beauty (paraben-free, sulfate-free, silicone-free), cruelty-free (never tested on animals), and made in Europe. Some products are vegan – please check the product description.

How should I store my products?

Store your skincare products away from light and heat, ideally between 15°C and 25°C. Close the bottles tightly after use.

What is the shelf life of the products?

Our products have a shelf life of 12 months after opening (PAO symbol on the packaging). The expiration date is indicated on each product.

Returns & Exchanges

What is your return policy?

You have 30 days to return any unopened product. Please consult our complete return policy.

How do I make a return?

Contact us at kainaly@outlook.com with your order number. We will send you a free return label.

How long does it take to get a refund?

Upon receipt of your return, we will process the refund within 7 to 10 business days to your original payment method.

Customer Service

How can I contact you?

📧 Email: kainaly@outlook.com
📱 Response within 24-48 hours (business days)

What are your customer service hours?

Monday to Friday, from 08:30 AM to 05:30 PM (Paris time).

Didn't find your answer?
Contact us, we're here to help!