Customer Care

FAQs

Where do you ship to?

We ship across the European Union.
How long does delivery take?

Orders are usually processed within 1–2 business days. Standard delivery within the EU typically takes 3–7 business days.
What are the shipping costs?

Shipping costs vary by destination and order value. Orders over €50 may qualify for free delivery – details at checkout.
How can I track my order?

Once your order is shipped, you will receive a tracking link via email.
What should I do if my package is damaged or incomplete?

Please check the package upon delivery and report any damage to the courier immediately. Then contact us at hello@qualash.com.
What payment methods do you accept?

We accept secure online payments via Shopify Pay, PayPal, and Stripe. Credit card options are available through these gateways.
Is payment secure?

Yes, all payments are encrypted and handled by certified payment processors to ensure safety.
Do you offer “Buy now, pay later”?

Currently, we do not offer deferred payment options.
Are your products original?

Yes, all products in our store are 100% original and manufactured under the Qualash and Quabrow brands.
Do you offer gift packaging?

Yes, you can select gift wrapping during checkout (where available).
Are your products safe and dermatologically tested?

Our products are tested and compliant with EU cosmetics regulations. Ingredients are listed on each product page.
How do I initiate a return?

Please email us at contact@old.qualash.com with your order number and reason for return. We'll provide instructions.
Can I return an opened cosmetic product?

Due to hygiene reasons, opened or used cosmetic products cannot be returned.
Do I need an account to place an order?

No, you can shop as a guest. However, registering an account lets you track orders and view your purchase history.
How is my personal data protected?

We comply with the EU’s GDPR standards. Your data is securely processed only for the purpose of completing your order or with your explicit consent.
Can I subscribe to a newsletter?

Yes, you can opt in during checkout or in your account settings. You may unsubscribe at any time.
Can I leave a product review?

Yes, verified buyers can review products. All reviews are moderated for compliance with our content policy.
Which languages do you support?

Our store operates in English and serves the entire EU market.
Do you provide wholesale or B2B options?

Please contact us directly for wholesale inquiries.
Can I return a product?

Yes, EU consumers have the right to return goods within 14 days of receiving them, without stating a reason.

Can't find what you're looking for?

Send us an email to tell us what's up and someone from our Customer Service team will get back to you as soon as possible. Be sure to include your order number (if you have one).

Please contact us here: Drop us a message.

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