Frequent questions

Orders

Our products

Payment

Where to buy

Returns/exchanges

How to follow my order?

In general, the orders placed before 3 pm (Montreal time) are processed and shipped the same day using Canada Post or Purolator. The delivery time can vary according to the destination.

Products availability

The offer dates, the price or the product availability offered on our website can change without prior notice. We work hardly to keep an up-to-date inventory but it is possible that a specific item is not available any more after a while or on a temporary basis.

Kariderm guarantee

Kariderm ensures the quality of all its products, and that these were made in a fair way. We ensure the refund or exchange of items that would not meet your expectations.

My order was damaged during delivery, what should I do?

We will send you a new package with no additional cost to replace the damaged product, or we will refund the value of the purchased product. Please keep the shipping box and its products as proof for the claim with the delivery company.

My order is incomplete or incorrect. What should I do ?

Please, contact us indicating your invoice information, and together we will find the proper solution (reimbursement, exchange, or return of the purchased products).

Methods of payment

You can do your payments by credit card such as VISA, MASTERCARD and AMEX. All the transactions are made via our secure Stripe platform.

Taxes

Taxes are applied according to the place of residence of the buyer in Canada. For international orders, we do not charge any sales tax but some additional custom charges may apply and are the full the responsibility of the recipient of the order. It is not possible for us to calculate customs charges that would possibly be applied. For more information, please refer to the customs authority of your country.

May I use the pure shea butter directly on my face?

Yes, our shea butter biological 100 % is an excellent moisturizer, a protector and an anti-ageing product. However, it is necessary to use it with small doses by tapping it on the face having softened it in the palm of the hand, and not by spreading it as we would make it with a cream. During the most rigorous days in winter, or after a long summer day sunbathing, a treatment in the shea butter will be the best protection for your face.

I had an allergic reaction after the use of a product. What do I have to do?

We recommend you to stop the use of the product because you may have an intolerance to one or several of its ingredients. Please check the product batch number and contact us to obtain a refund or an exchange.

Methods of payment

You can do your payments by credit card such as VISA, MASTERCARD and AMEX. All the transactions are made via our secure Stripe platform.

Taxes

Taxes are applied according to the place of residence of the buyer in Canada. For international orders, we do not charge any sales tax but some additional custom charges may apply and are the full the responsibility of the recipient of the order. It is not possible for us to calculate customs charges that would possibly be applied. For more information, please refer to the customs authority of your country.

Purchases made with a gift card?

Items returned from an order made with a gift card are paid off in credit for a next purchase. There is not an expiry date for this credit. You can apply this credit at the end of your shopping in the Cart section.

On-line

By consulting our pages, you can add as one goes along articles for which you wish in your cart and follow the easy steps to confirm your order clicking at any time on “Cart”.

By phone

One of our employees of the Customer Department will advise you from Monday to Friday between 9 am and 5 pm. Here are our telephone numbers: 450-682-1935 (Montreal area) or free of charge: + 1-877-527-4838.

In stores

To find a retailer in your area, click here.

Return policy

We guarantee the quality of all our products but it might happen that you are not completely satisfied. In that case, you can return to us every product bought via our website no later than 30 days following the reception date.

To be eligible for a refund, the product you return has to be in its original packaging and be sent at your expense. Do not forget to join your complete address and personal contact information, a copy of your invoice and the reason of your return (example: allergy).

Important, please take note!

Returns or exchanges of products bought at an authorized retailer must be settled directly in that store.

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