We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at cathynewlook@yahoo.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at cathynewlook@yahoo.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at cathynewlook@yahoo.com.
Our current turnaround time for shipping orders out is approximately 2 to 4 business days. Expedited shipping does not bypass our turnaround time. Thank you for understanding.
Please take a moment to read through our policies as placing an order on our website means that you have agreed to these terms and conditions set forth.
RETURN/REFUND POLICY
Cathy`s New Look does not offer refunds or cancellations on orders that have been completed, shipped or delivered. If your order has not been processed or completed, we can cancel the order and issue a refund. If an order has been completed a 20% restocking fee may apply as everything is made to order.
To ensure the quality of our product, we cannot accept returns on fragrances, lotions,shower gels, body butters, body sprays, raw shea butter and any product that is considered an open-able cosmetic. This is normal industry practice as well as SOUTH CAROLINA Health Law. Since the products are custom made to order, they can only be returned with prior approval. We encourage you to take advantage of our free sample policy to satisfy yourself of the high quality of these oils before purchasing larger quantities. This is to ensure that you will like our versions of the fragrances before purchasing a larger amount. We do not offer refunds in the event that you do not like our version of a fragrance so please test a sample first to ensure it suits your needs/preferences.
Returns of other products (such as displays, aroma lamps, empty bottles and other non-cosmetic items) can only be made with prior approval - Call customer service at 8643982800 or email sales@CATHYNEWLOOK@YAHOO..com for a Return Authorization Number(RAN#). If we can accept your return, you will receive a RAN# which must be written or typed prominently on the address label - any return without a RAN# will be refused. Customer will be responsible for any outbound and return shipping costs.
Unless we have made an error on your order, a re-stocking fee of 20% will apply - this helps cover labor costs when preparing and shipping your order and inspecting and putting the items back into stock. Re-stocking fee also applies to order cancellations if made after order has been filled.
If an order is refused or returned without authorization, the customer is responsible for any outbound shipping costs we have paid and any return charges.
Please contact sales@CATHYNEWLOOK@YAHOO.com with any questions.
SHIPPING ADDRESS CORRECTIONS
It is vital that you enter all the correct details for your shipping address including apartment or suite numbers where they apply. UPS charges $26.46 (UPS sets this fee and it may vary) for an address correction of any kind. As wholesalers our profit margins are too low to absorb these costs. Any charges for address corrections or re-shipments will be passed on to the customer if the address provided to us is incorrect in any way.
Common mistakes are wrong zip codes, lack of road directions (SW, NE etc), lack of "Street", "Avenue", "Terrace" etc after the street name and lack of the apartment/suite/unit numbers associated with the address. Please also be aware of your browser's auto-fill feature and make sure it is not entering incorrect information.
UPS and FedEx are unable to deliver to PO Boxes or APO/FPO Addresses. If you choose UPS Ground with a PO Box provided as the shipping address, we may change the shipping method to UPS SurePost which is delivered by USPS.
The shopping cart does give you a chance to review your entire order including the address before you check out. Please take that time to ensure your details are correct. The shipping label is generated from the information that you enter on your order.
DAMAGED SHIPMENTS
In the event that you receive an order that has been damaged in transit – please do not throw anything away. Photos must be taken of the outside of the box, inside of the box, packaging materials and any damaged contents. The shipping carrier also may need to inspect the package in the event of a claim. If there is no evidence to support a claim, we cannot proceed with a claim. For us to be able to help you, the damage must be documented thoroughly and reported within 3 business days of receiving the order.
SHIPPING CHARGES
We use USPS, UPS and FedEx for shipping. The shipping carriers base their rates on the weight of the package(s), service chosen, destination and dimensions of the box. The shopping cart is able to accurately calculate shipping for most orders.
We are always working with the latest technology and algorithms to help pull the most accurate rates. However, for some large and heavy orders, the website may not be able to calculate any shipping or it may not calculate the shipping amount correctly. We offer such a large range of products with no restrictions on quantities so this can make it difficult for shipping calculators to accurately calculate what size box or boxes an order will need.
For orders that need to ship in multiple large boxes, the shopping cart may not recognize this and will display a lesser rate than what is actually needed to ship the order. If the shipping rate calculated is significantly less than what the shipping carrier is charging us, we will contact you to let you know the balance we need to ship the order. If shipping rates are higher than what the shipping carrier is charging us, we will adjust the order accordingly and issue a refund for any overage.
Due to our low, wholesale prices, we are unable to absorb outbound shipping costs. The shipping rates displayed are pulled from the carrier website based on what the shopping cart calculates for the weight of the package. As mentioned previously, box dimensions and amount of boxes will also factor into the cost. There is a per order handling fee of up to $3.25 included in the shipping price displayed (provided that the rate calculated from the carrier is accurate). This is to help with costs of packaging materials, transaction fees and things of that nature. The shipping carriers also charge a higher base rate for the first 1 to 3lbs of weight in the package and the rates go up in smaller increments as the weight of the package increases. This means it costs less per item in shipping to ship more items at the same time.
EXPEDITED SHIPPING
If you select an expedited shipping method such as 2nd Day Air, Next Day Air, Overnight etc. please keep in mind that this does not bypass our turnaround time posted above. Expedited shipping only shortens the time in transit to you. It does not shorten the time it takes for us to process, fill and ship your order.
INTERNATIONAL SHIPMENTS
We ship to most European & Asian countries as well as CANADA, AUSTRALIA, NEW ZEALAND, KIRIBATI, CENTRAL AND SOUTH AMERICA. We use USPS, UPS and FedEx. The transit time depends on the shipping method chosen and your location. USPS First Class Mail International and USPS' services tend to be the slowest while UPS and FedEx are usually faster (where available).
Import duties and brokerage fees may be imposed by various authorities in your country and/or the shipping carrier and we have no control over this. It is the responsibility of the importer (you) to find out how much these fees will be as they vary by country and shipping carrier.
For small orders shipping to Canada, the brokerage fee is often the highest part of the fee and can exceed the original shipping costs. UPS and FedEx charge a brokerage fee - USPS does not charge a brokerage fee as of 2023.
If you do not pay the import duties and your order is returned, you are responsible for paying any outbound and return shipping costs. Your order would also be subject to a 50% restocking fee as everything is custom made to order.
Please note that you must be the legal card holder of the credit/debit card you use, and we will only ship to the address your bank has on file for you for that card. Orders will not be shipped until we can verify this information.
Most International cards do not participate in the Address Verification System which is our primary means of verifying that we are shipping to the cardholder. If your card does not provide address verification, we may need to obtain verification through a form that we will email to you. It is usually better to use PayPal with a Confirmed shipping address to avoid paperwork and delays.
SHOP PAY When you choose Shop Pay at checkout:
Fast Checkout: Your shipping, billing, and payment info is saved securely, so future purchases can be completed in just one tap.
Secure Storage: Shopify encrypts your data and uses SMS verification for added security.
Cross-Store Convenience: Once you’ve used Shop Pay on one Shopify store, your info autofills on any other store that supports it.
Installments Option: You can split payments using Shop Pay Installments (powered by Affirm), with flexible plans like:
Pay in 4: Bi-weekly, interest-free
Monthly Plans: 3–12 months, interest varies by credit profile
BILLING/SHIPPING ADDRESSES
Due to the amount of online fraud, we can only ship to the matching billing address of the credit card used.
We understand sometimes orders need to be shipped to a different address, and in that case we have a Credit Card Authorization Form that we email to you. This form is to say "It is okay to use my card to ship to an address that is not my billing address". Once we receive the form back by fax or scan and email with all the correct information your order can ship to the address as requested.
For International or Domestic cards that do not participate in the Address Verification System we will also need this form to verify your address.
PAYPAL PAYMENTS
When using PayPal as your payment method, please make sure your account is VERIFIED and the shipping address used is CONFIRMED on your account. PayPal allows you to confirm a number of addresses with your account. Payments that come in from Unverified accounts and shipping to Unconfirmed addresses will not be accepted and you may encounter delays with your shipment.
If you send your payment through "eCheck", please bear in mind this takes 3 to 5 business days to clear. Your order will not ship until the eCheck payment clears
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