Home / FAQs

HOW DO I CHANGE OR CANCEL MY ORDER? 

After your order has been placed, you have 24 hours to contact our customer service team and request order modifications or a cancellation. After 24 hours, your order has already been placed in production and can no longer be modified during the shipping time but you have always 30 days after receiving your treatment to ask a refund. 

 

I ENTERED MY ADDRESS WRONG! CAN YOU PLEASE CHANGE IT?

Yes! If you contact us within 24 hours, we can change your order once you provide us the correct address. Otherwise we do not accept responsibility for wrong addresses.

 

WHAT IF I RECEIVED A DAMAGED/INCORRECT ORDER?

We are doing our best to ensure product quality and order accuracy. However, just in case you receive a damaged or incorrect product, we guarantee a 100% satisfaction to all of our customers by offering a free replacement.

All we need is your order number and a clear photo showing either the incorrect item or the damaged area of the item. Please email us at mysweetkeratin@gmail.com and one of our helpful support staff will help you with a replacement.

 

WHAT ARE THE PAYMENT METHODS ACCEPTED? 

We accept all major credit cards (VISA, Mastercard) and PayPal payments, COD is not available yet but we will work on it.

 

DO YOU ACCEPT ORDERS PLACED OVERSEAS?

 We sure do! We proudly ship worldwide.

 

HOW SECURE IS MY ONLINE ORDER? 

When purchasing online using your credit card, all of your pieces of information is entered into an SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored on our server.

 

HOW LONG DOES SHIPPING TAKE? 

Your product will usually arrive in 2-4 weeks. In some rare cases, delivery might take 5 weeks. Delivery time depends on where you are ordering the product from, and where you are located.

Note that we are constantly working our hardest to get you the product as fast as possible. If not received within that time frame, please email us at mysweetkeratin@gmail.com

If your order is more than one product, it might arrive in different packages.

 

HOW CAN I TRACK MY ORDER?

After we have shipped your order out, an email which is entitled "A shipment from order #Bxxxxx is on the way" will be sent to the email that you used when placing your order.

After that, click on the blue button "View your order" then you will land on your order's status page where you can track your order.

All you need now is just simply click to the tracking code provided at that page to check your order's status.

**Please note after receiving your tracking number it can take up to 2-3 days for the tracking to update**

 

WHEN WILL MY TRACKING INFORMATION APPEAR? 

You should see tracking events within 48-72 hours after you have received the tracking number/ID. The reason for this time lag is that in most cases the first tracking event only shows up once the shipment was handed over to us, i.e. once the shipment has left the fulfillment center of your online shop.

 

WHY IS MY SHIPMENT STATUS UNCHANGED?

Your shipment may be delayed. Delivery time delays can be due to e.g. weather incidents, customs or backlogs. Please note that tracking information can be displayed after your order started being shipped.

  

HOW LONG IS THE RETURNS PROCESS?

Processing returns may take up to 5 business days from the day we receive your return. We will email you to confirm once your return has been processed.

For more details please see our returns policy or contact us at mysweetkeratin@gmail.com

 

WHEN WILL I RECEIVE MY REFUND?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 5-7 business days of receipt of the returned item or cancellation request.