All orders are processed and shipped within 2-5 business days from California, USA.
A shipping confirmation email with the tracking number will be emailed to you once the order has been shipped. The tracking number will be active after 24 hours.
Once the package leaves our warehouse it becomes a property of the shipping company: USPS or DHL. JOHENS (Noirr Beauty Inc.) is not responsible for any shipping issues as delivery delays, missing or damaged packages. We do not control these carriers nor do we have any special privileges, information, or "ins". Please understand we are not able to provide any more information than provided by your tracking information, nor are we able to control, manage or change how packages are handled by the carrier after pickup from our facility, during transit, as well as delivery. In the event you are unable to locate your delivery please contact the carrier first as they are best able to help you. Please contact carrier for any issues related to your shipment. If you received a product that is damaged upon arrival please send us an email with photos of the product and packaging to email@example.com
We are not responsible if the package is not delivered in the guaranteed shipping times as it may take 2-5 business days to process the order. We cannot be held liable for USPS guarantees. If the item is not delivered in time, please contact USPS.
All of our shipments include Tracking Number. If the tracking information confirms that the item has been delivered to your order address but you have not received your order, please contact USPS in order to investigate this issue. We will not be responsible for packages where tracking information that states the package has been delivered to your order address.
We'll be able to file a missing mail claim only if you provide an official letter from USPS that the package was not delivered or a police report showing that your package was stolen.
USPS will not start a claim process if we will not be able to provide any supportive documentation.
The safety of our customers and business partners remains our top priority. Due to carrier restrictions put in place as a result of COVID-19, some areas may experience delays in transit and delivery. We apologize for any inconvenience and appreciate your understanding during this time.
USPS ALERT: DUE TO LIMITED TRANSPORTATION AVAILABILITY AS A RESULT OF NATIONWIDE COVID-19 IMPACTS, PACKAGE DELIVERY TIMES MAY BE EXTENDED.
If we are experiencing a high volume of orders, shipments may be delayed for a few days. Please note that we do not ship on weekends and holidays.
If there’s something wrong with your order or shipping address, we will contact you via email. If your order does not get shipped out in 5 business days please check your email or contact us at firstname.lastname@example.org
International orders can take anywhere from 2 to 5 weeks for delivery, depending on how fast your country clears import customs.
While we will do all we can to ensure your order is delivered on time, JOHENS cannot be held responsible for conditions beyond our control such as severe weather conditions, customs/border issues (for international orders), or other service interruptions.
Customs, Duties and Taxes
Please check your country's National duty fees and tariffs.
This is not a part of us.
JOHENS is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).
*DHL Express Shipping
Liquid and flammable goods cannot be shipped via DHL Express. Any order with the DHL Express Shipping option that contains products which cannot be shipped will be partially or fully refunded. DHL cannot deliver to PO Box address, your order will be cancelled if the address is a PO Box.
For domestic orders, if your package does not arrive within 7 calendar days, please email us with your order number. We will not be responsible for your lost package if you do not contact us within 5 weeks from the original shipping date.
For international orders, if your package does not arrive within 40 calendar days, please email us with your order number. We will not be responsible for your lost package if you do not contact us within 10 weeks from the original shipping date.
If your order arrives: damaged, containing wrong item(s), or are missing item(s); please contact us at email@example.com within 7 calendar days from the delivery date. In order for us to help, please save all packaging material and damaged goods. Email us with a brief description and picture of your issue.
All sales are final due to the nature of the products.
If you’d like to cancel an existing order, please email us within 12 hours after placing it. If the order has already been shipped, we cannot cancel your order.