Shipping and returns
MAKE A RETURN
Enjoy a hassle-free process to return items or exchange them for a replacement.
TRACK ORDER
Stay updated on your delivery every step of the way.
How long does it take to process and ship my order?
Orders are typically processed and fulfilled within 24–48 hours.
Will I receive confirmation of my order?
Yes, once your order is placed, you will receive an order confirmation email with a summary and reference number.
How can I track my shipment?
Once your order has shipped, you will receive an email with tracking details to monitor your package in transit.
How long does delivery take?
Europe: Up to 14 business days.
Nordic countries: Typically 3–5 business days, depending on location.
Will I have to pay customs duties or import taxes?
If you are ordering from a non-EU country, additional customs duties or import taxes may apply. These charges are determined by your local customs authority and are not included in the purchase price or shipping cost.
Which countries are considered non-EU?
United Kingdom, Norway, Iceland, Liechtenstein, Switzerland, Albania, Serbia, Montenegro, North Macedonia, Turkey, Bosnia and Herzegovina, Kosovo, Ukraine, Moldova, Georgia, Monaco, Andorra, San Marino, and Vatican City.
Who is responsible for customs fees?
You are responsible for paying any customs fees upon receiving your package. For more details, please contact your local customs office.
Can I cancel / return my order?
Yes, you have the right to cancel or return your purchase within 14 days of receiving your online order within the EU. To cancel or return an item, you must submit a request through our Make a return form. The right of withdrawal does not apply to sealed hygiene products once the seal has been broken. If your order has already been dispatched, you must receive it before initiating a return. Your cancellation or return request is only valid once confirmed by KeraFactor via email or phone.The right of withdrawal does not apply to sealed hygiene products once the seal has been broken. If your order has already been dispatched, you must receive it before initiating a return. Your cancellation or return request is only valid once confirmed by KeraFactor via email.
Who pays for return shipping?
The customer is responsible for the cost of returning an item. We will provide you with a prepaid return shipping label for your convenience, and the return shipping cost will be deducted from your refund amount.
How will I get my refund?
Once we receive and inspect your return, we’ll process your refund within 5 business days and issue it to your original payment method.