FREE SHIPPING TO MEXICO ON ORDERS OVER $69 USD

FAQs

Don't be left wondering! We try to answer your questions here. If you can't find the answer you're looking for, send us an email.
We are here to help you!

GENERAL

We accept PayPal, credit and debit cards including Visa, Mastercard, American Express and Kueski Pay.

We offer 10% off your first purchase when you sign up for our newsletter. We also have a free shipping promotion on purchases over $69, you deserve it bb. Promotion codes do not accumulate when making a purchase on our website, but the amount needed to get free shipping is independent and is calculated before applying any discount code.

Yes! They are also paraben and lead free.

It takes us 1 business day to process the order once payment has been confirmed. From then on, these are the delivery times:

  • CDMX and Metropolitan Area: 2 to 4 business days once the order has been processed.
  • Interior of the Republic: 3 to 6 business days once the order has been processed.
  • USA: 6 to 8 business days once the order has been processed.

*Shipping dates change only for pre-sale items, as a different order shipping date is given; when this date is reached, orders are shipped as they were received.

*It is important to clarify that, occasionally, these dates may be modified for reasons beyond our control, such as natural disasters, holidays or other causes.

ORDERS

You can request changes to your order before your package is picked up and is still at the K Os Beauty® distribution center. Once the order has been picked up, cancellations or modifications are not possible.

*You can only change the address, not the city, because once collected, the guide goes to where it was quoted.

To know the status of your order, you should receive an email from DHL with the tracking guide once the order has been collected. If you have not received this email, you can contact K Os Beauty® through the email soporte@kosbeauty.mx or contact DHL directly for updated information. DHL customer service number: 55 5345 7000. We recommend that you make the call during business hours from Monday to Friday from 8 a.m. to 8 p.m. Saturday from 9 a.m. to 2 p.m. To receive an immediate response from a DHL advisor, have your 10-digit tracking number on hand and mention the option “ADVISOR” in the call with your voice. DHL also has a WhatsApp number 1(954) 953-3545

Select the "Forgot Password" option on your account login page to follow the steps to reset your password.

SHIPPING

You can request a correction of the shipping address at any time while the package is still with us through support@kosbeauty.mx , before DHL picks up your order from the K Os Beauty® distribution center. After this stage, no changes can be made to the shipping address by us, it would be necessary to discuss it directly with DHL.

*You can only change the address, not the city, because once collected, the guide goes to where it was quoted.

Shipping costs will be calculated at the time of purchase, according to the postal code established. In the case of international shipments, the customer must consider that there may be customs and/or tax charges, which will be borne by the customer.

We announce a pre-sale start date and an order shipping date; when this date comes, we will ship the orders in the order in which we received them. Since we have a daily package limit, they cannot all be delivered on the same day.

Yes, K Os Beauty® offers international shipping exclusively to addresses in the United States of America (USA). International shipments are subject to additional customs fees and/or taxes that must be covered by the customer.

RETURNS

To make a return, you must send an email to soporte@kosbeauty.mx within a maximum period of 5 business days after the date of receipt of the package. You must include proof of payment, photographic evidence or video of the product, and a detailed description of the problem with the order. K Os Beauty® will review the request and, if appropriate, will inform you of the solution, which may be a product exchange or a refund, and will indicate the steps to follow.

The status of your return will be determined after K Os Beauty® receives and inspects the returned product. K Os Beauty® will notify the customer of the decision regarding the claim and the status of the process, whether for a product exchange or a refund.

The refund will be processed after K Os Beauty® validates and verifies the error and/or defect in your purchase and confirms that the claim is valid. The refund will be made only for the price actually paid for the product, excluding the shipping fee. The shipping costs of the claimed product will be assumed by the customer, except in the case that K Os Beauty® has sent an incorrect product, in which case, K Os Beauty® will cover those costs.

If you receive a damaged or defective product, you must send an email to soporte@kosbeauty.mx with proof of payment, photographic evidence or video of the product, and a detailed description of the problem. You have a period of 5 business days from the date of receipt to make the claim. K Os Beauty® will review the case and, if applicable, will offer you a product exchange or a refund, assuming the shipping costs in case of an error by K Os Beauty®.

Contact

Our customer service is available Monday-Friday 9am-9pm EST and Saturday 9am-6pm EST (excluding holidays).

You can contact us at support@kosbeauty.mx

Contact

Support hours
Monday to Friday 9am-9pm EST
Saturday 9am-6pm EST

soporte@kosbeauty.mx
Customer Service
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