Shipping Info and Returns & Warranty Policy

Shipping & Delivery

Lost, Stolen, or Damaged Parcels

We take great care in packing and sending your order, but once it’s in the hands of the carrier, events during transit are unfortunately outside our control. Kulan Beauty is not responsible for lost, stolen, or damaged parcels. Coverage for lost, stolen, or damaged parcels is only available if Shipping Protection was purchased at checkout.

If you’ve purchased Shipping Protection and believe your parcel is lost, stolen, or damaged, please contact us at hi@kulanbeauty.com to file a claim.

Here’s how claims work:

📦 Lost Parcels

  • Considered lost if there’s been no tracking update for 10 consecutive days from the last scan.
  • Please submit your claim within 30 calendar days of the last tracking update. Claims outside this timeframe may not be eligible.

🚪 Stolen Parcels

  • If your tracking shows “Delivered” but you haven’t received your parcel, it may be deemed stolen.
  • Claims will need to be filed after 5 days from delivery date, but within 15 days in order to be approved.

💔 Damaged Parcels

  • Please notify us within 10 days of delivery if your order arrives damaged.
  • Photos of both the outer packaging and the damaged items are required so we can process your claim quickly.

Please note: Approved claims are issued as store credit only to be used towards a future purchase. In some cases, the shipping carrier may need to complete an investigation before we can finalise your claim. Insufficient details or missed claim windows may result in your claim being declined.

 

Processing 

Once your order is placed, our team will carefully prepare your item(s) for shipment. 

Please kindly allow up to 2 days for your order(s) to be processed, we will always do our best to fulfil your order(s) as quickly as possible!

 

Estimated Shipping Times

Estimated shipping times vary by country or region, here are our estimates for your reference: 

Country/Location 

Standard Shipping

Express Shipping

Australia

2-8 Business Days

1-2 Business Days

New Zealand

4-12 Business Days

N/A
Asia 6-21 Business Days N/A

United States & Canada

6-14 Business Days

N/A

UK

8-15 Business Days

N/A

Europe (Belgium, Czechia, Denmark, Finland, France, Germany, Ireland, Italy, Spain, Switzerland & Netherlands) 

8-21 Business Days

N/A
Europe (Sweden & Norway)  15-25 Business Days N/A

 

While the Kulan team will do all we can to ensure your order is delivered on time, sometimes life happens and unforeseen circumstances can occur (Customs checks, holiday season, severe weather events, etc). We completely understand delays are frustrating, however, once your order is with the courier, any issues are beyond our control and are handled by the courier service. 

If your item remains undelivered beyond the expected delivery date by (5) business days, please kindly reach out to us at hi@kulanbeauty.com and we will launch an investigation. We will do our best to contact the courier service on your behalf to resolve any issues. Please be assured, we are committed to resolving the issue as quickly as possible for you. 

 

Wrong Shipping Address?

Oops, item(s) not being sent to the right address? Provided your order has not been shipped, please contact us asap with the new details along with your order number at hi@kulanbeauty.com 

*Please note: Processing does begin immediately and there may be instances that your shipping label has been created and cannot be changed. In this instance, we are unable to retrieve your package and do not take responsibility for it delivered to the incorrect address.  

Please ensure you check your address carefully! 

 

Customs & Import Taxes

International shipments may be subject to import taxes, duties and/or customs clearance fees, which are levied once a shipment reaches your country. Unfortunately, Kulan is not responsible for any customs and import taxes that may apply as we have no control over these charges. 

 

Returns & Warranty Policy