Политика доставки

Shipping Policy

Last updated: 15 June 2026

This Shipping Policy explains how orders placed through the Catherine de France Haircare online store are processed, shipped, and delivered.

By placing an order with CATHERINE COLIN CO. LIMITED, you agree to the terms described below.

Company Information

This online store is operated by:

CATHERINE COLIN CO. LIMITED
Room 704, 7/F, Tower A, New Mandarin Plaza,
14 Science Museum Road, TST East, Kowloon, Hong Kong

Email: haircare@catherinedefrance.com

Throughout this Shipping Policy, “we,” “us,” and “our” refer to CATHERINE COLIN CO. LIMITED.

Order Processing Time

Orders are usually processed within 1–3 business days after payment has been successfully received.

Business days are Monday to Friday, excluding weekends and public holidays.

Processing times may be longer during promotional periods, product launches, public holidays, high order volume periods, or unexpected operational delays.

Once your order has been processed and shipped, you will receive a shipping confirmation email with tracking information, where available.

Shipping Destinations

We currently ship to selected destinations only.

Available shipping destinations will be shown at checkout. If your country or region is not available at checkout, we are currently unable to ship to your location.

We currently ship to:

  • United States
  • Hong Kong SAR
  • France

Additional countries or regions may be added in the future.

Shipping Methods

Shipping methods may vary depending on the delivery destination, product type, order size, and courier availability.

We may use domestic or international courier services, postal services, third-party logistics providers, or other shipping partners.

Available shipping options, estimated delivery times, and shipping fees will be displayed at checkout where applicable.

Shipping Costs

Shipping costs are calculated based on factors such as delivery destination, shipping method, product weight, package size, order value, courier rates, and applicable taxes or fees.

The final shipping cost will be displayed before you complete your order.

We may offer free shipping promotions from time to time. Any free shipping conditions, such as minimum order value or eligible destinations, will be clearly stated on the website or at checkout.

Estimated Delivery Times

Estimated delivery times depend on the destination and selected shipping method.

General estimated delivery times are:

Destination

Estimated Delivery Time

Hong Kong SAR

1–5 business days

United States

3-7 business days

France

3-7 business days

Other available international destinations

10–15 business days

These delivery times are estimates only and are not guaranteed.

Actual delivery times may vary due to customs clearance, courier delays, weather conditions, local holidays, incorrect address information, public holidays, or other circumstances beyond our control.

Shipping Delays

Although we aim to process and ship orders as quickly as possible, delays may occur.

Shipping delays may be caused by:

  • Customs clearance
  • Courier delays
  • Weather conditions
  • Public holidays
  • High shipping volume
  • Incorrect or incomplete address information
  • Flight or transport disruptions
  • Local delivery restrictions
  • Events beyond our reasonable control

If we become aware that your order cannot be shipped within the estimated timeframe, we will contact you where required and provide available options, which may include waiting for the order or cancelling the order for a refund.

Order Tracking

If tracking is available for your order, you will receive a tracking number by email after your order has been shipped.

Please allow 24–72 hours for tracking information to update after receiving your tracking number.

If you do not receive tracking information or if the tracking status has not updated for several days, please contact us at:

haircare@catherinedefrance.com

Please include your order number so we can assist you more efficiently.

Incorrect or Incomplete Shipping Address

Customers are responsible for providing accurate and complete shipping information at checkout.

Please make sure your shipping address, phone number, postal code, and recipient name are correct before placing your order.

We are not responsible for failed deliveries, delays, returned packages, or lost shipments caused by incorrect, incomplete, or outdated shipping information provided by the customer.

If an order is returned to us because of incorrect or incomplete address information, the customer may be responsible for any additional shipping fees required to resend the package.

Changing Your Shipping Address

If you need to change your shipping address after placing an order, please contact us as soon as possible at:

haircare@catherinedefrance.com

We will do our best to assist you. However, once an order has been processed or shipped, we may not be able to change the shipping address.

Failed Delivery Attempts

If the courier is unable to deliver your package, they may attempt redelivery or hold the package for collection, depending on the courier’s policy.

It is the customer’s responsibility to monitor tracking updates and respond to delivery attempts.

If a package is returned to us due to failed delivery attempts, refusal of delivery, unavailability of the recipient, or failure to collect the package, the customer may be responsible for any additional shipping fees, return fees, or reshipping costs.

Customs, Import Duties, and Taxes

For international orders, customs duties, import taxes, VAT, handling fees, or other charges may apply depending on the destination country or region.

These charges are not included in the product price or shipping fee unless clearly stated.

The customer is responsible for paying any applicable customs duties, taxes, import fees, or clearance charges required by the destination country.

We are not responsible for delays caused by customs authorities, import inspections, or local regulatory procedures.

If a package is refused or returned due to unpaid customs duties, taxes, or import fees, the customer may be responsible for any related costs, including return shipping fees, storage fees, and reshipping fees.

Customs Compliance and Product Restrictions

Customers are responsible for ensuring that the products ordered are allowed to be imported into their country or region.

Some countries or regions may restrict or prohibit the import of certain cosmetic, haircare, skincare, personal care, or beauty products.

We are not responsible if a shipment is delayed, rejected, confiscated, returned, or destroyed by customs or regulatory authorities due to local import restrictions.

If a shipment is returned to us by customs, we will review the case and determine whether a refund, partial refund, or reshipment is possible. Shipping fees, customs charges, and other third-party fees may not be refundable.

Lost Packages

If your package appears to be lost in transit, please contact us at:

haircare@catherinedefrance.com

Please include:

  • Your order number
  • Your full name
  • Shipping address
  • Tracking number, if available
  • A brief description of the issue

We will contact the courier or shipping provider where possible to investigate the shipment.

Investigation times may vary depending on the courier and destination country.

If the courier confirms that the package is lost, we may offer a replacement, store credit, or refund, depending on the circumstances.

We are not responsible for packages marked as delivered by the courier but not received due to theft, incorrect address details, building access issues, forwarding services, or other circumstances outside our control.

Damaged Packages

If your package arrives damaged, please contact us as soon as possible at:

haircare@catherinedefrance.com

Please provide:

  • Your order number
  • Photos of the damaged package
  • Photos of the damaged product
  • Photos of the shipping label
  • A description of the issue

Please do not throw away the product, packaging, shipping box, or shipping label until the issue has been reviewed.

We may need this information to file a claim with the courier or shipping provider.

Depending on the situation, we may offer a replacement, refund, partial refund, or store credit.

Missing or Incorrect Items

If you receive an order with missing or incorrect items, please contact us within 7 days of delivery at:

haircare@catherinedefrance.com

Please include:

  • Your order number
  • Photos of the items received
  • Photos of the package and shipping label
  • A description of the missing or incorrect item

After reviewing your request, we may send the correct item, provide a replacement, issue a refund, or offer another appropriate solution.

Split Shipments

In some cases, items from the same order may be shipped separately.

This may happen due to product availability, warehouse arrangements, courier restrictions, different shipping origins, product size, or product weight.

If your order is shipped in multiple packages, you may receive separate tracking numbers.

Pre-Orders and Backordered Items

If your order contains a pre-order item or an item that is temporarily out of stock, the order may be shipped once all items are available unless otherwise stated.

Estimated shipping dates for pre-order or backordered items are estimates only and may change due to production, logistics, or supply chain delays.

If your order includes both in-stock and pre-order items, we may ship them together or separately depending on availability and logistics arrangements.

Refused Shipments and Returned Packages

If you refuse delivery of your order, fail to collect your package, provide an incorrect address, or do not pay required customs duties or taxes, the package may be returned to us.

In such cases, the customer may be responsible for:

  • Original shipping fees
  • Return shipping fees
  • Customs charges
  • Handling fees
  • Storage fees
  • Reshipping fees

If the package is returned to us and you would like it resent, additional shipping fees may apply.

If you choose not to have the package resent, we may issue a refund for the product price, excluding shipping fees, return fees, customs charges, and other non-refundable costs, where permitted by law.

Shipping Promotions

From time to time, we may offer shipping promotions, such as free shipping or discounted shipping.

Shipping promotions may be subject to minimum order value, eligible countries or regions, eligible products, limited promotional periods, or other restrictions.

We reserve the right to modify, suspend, or cancel shipping promotions at any time.

Third-Party Couriers

Shipping and delivery services are provided by third-party courier or logistics companies.

Once an order has been handed over to the courier, delivery is subject to the courier’s terms, service standards, and operational procedures.

We are not responsible for courier actions or delays beyond our reasonable control, but we will assist where reasonably possible.

Contact Us

For questions about shipping, delivery, tracking, damaged packages, or missing items, please contact us:

CATHERINE COLIN CO. LIMITED
Room 704, 7/F, Tower A, New Mandarin Plaza,
14 Science Museum Road, TST East, Kowloon, Hong Kong

Email: haircare@catherinedefrance.com

Please include your order number when contacting us so we can assist you more efficiently.