Shipping, Returns & Exchanges Policy
1. Shipping Conditions
1.1 General Information
Products ordered on the Kina Sisters website (www.kinasisters.com) are shipped to the address provided by the Buyer during checkout, in countries eligible for delivery at the time of purchase.
Invoices are sent by email to the address provided at registration. Any claims must follow the conditions outlined in this document.
Different shipping methods are available at checkout depending on package size and delivery location. Upon delivery, the Buyer or recipient must check the condition of the package.
1.2 Shipping Methods
Orders are carefully prepared and shipped as quickly as possible after payment confirmation.
Each order is assigned a tracking number, which is sent by email at the time of shipment, allowing the Customer to track their package.
Shipping fees are calculated based on the destination and the weight of the package at the time of checkout.
The following shipping methods are available:
La Poste – France (without signature)
Delivery is made directly to the Customer’s mailbox.
If the mailbox is too small to accommodate the package, a delivery notice will be left. The package can then be collected at the designated post office within 10 to 14 days.
Mondial Relay – France
Delivery is made to the relay point selected by the Customer at checkout.
To collect the package, the Customer must present the delivery confirmation email, a valid ID, and provide a signature. Package holding times depend on the selected relay point.
UPS
If the Customer is absent at the time of delivery, a delivery notice will be left. The package may be collected from the indicated UPS location within 5 to 14 days, depending on the destination.
USPS – United States
Home delivery via Economy Home Delivery (2 to 5 business days).
1.3 Delivery Times
Orders confirmed Monday to Friday (excluding holidays) before 1 PM are prepared within 3 business days.
Estimated delivery times by carrier:
- UPS International: 5–10 days depending on destination
- La Poste: 2 days
- Mondial Relay (France): 3 days
Orders from Europe are shipped from our France location.
1.4 Customs
- France & United States: No customs fees.
- Other countries: Customs fees may apply. Buyers are responsible for paying all applicable duties.
- Overseas territories (DOM-TOM) may incur customs charges.
1.5 Shipping Fees
Shipping fees depend on package weight, destination, and selected carrier. Fees are displayed at checkout. For countries not served, check our distributor list for local resellers.
2. Transfer of Risk
Delivery is considered complete once the Buyer or designated recipient receives the products. Risk transfers at the same time.
3. Returns & Exchanges
3.1 Right of Withdrawal (France & EU)
Under French and EU law, Buyers have 14 days to withdraw from the purchase without giving a reason. The period starts from the day the last product is received.
To exercise this right, contact us at customerservice@kinasisters.com.
Products must be returned:
- In their original condition, protected or in their original packaging
- With proof of purchase
Exceptions: Opened cosmetics, oils, or items that cannot be returned for hygiene or health reasons.
3.2 Return Rights (United States)
US customers have 30 days to request a return, provided the item is unused, unopened, and in its original packaging with proof of purchase.
Contact customerservice@kinasisters.com to initiate a return. Return instructions and labels will be provided. Unauthorized returns will not be accepted.
3.3 Non-Returnable Items
- Customized or made-to-order products
- Opened personal care products (cosmetics, oils, makeup)
- Gift cards, sale items, and special promotions
3.4 Exchanges
To exchange a product, return the original product first and place a new order for the desired item once the return is accepted.
3.5 Return Procedure
Before returning any product, contact customer service at customerservice@kinasisters.com.
Return shipping costs are the Buyer’s responsibility, except in cases of delivery error or defective products. The Buyer is responsible for any damage to products during return shipping.
Return Addresses:
- France: Kina Sisters, 90 Boulevard Ney, 75018 Paris, France
- United States: Kina Sisters, 327 Admiral Ln, Bronx, NY 10473-2444, USA
3.6 Delivery Issues
Report any delivery issues (damaged packages, broken products, wrong items) within 3 days of receipt. Provide photos and details so we can offer a refund, exchange, or replacement.
3.7 Refunds
After receipt and inspection of returned products:
- Refunds are issued using the original payment method (or another method if agreed)
- France & EU: Within 14 days
- US: Within 10 business days after return acceptance
Bank processing times may vary.