Domestic Shipping

We ship all orders within 1-2 business days after payment confirmation. All domestic orders are shipped via Canada Post with tracking information provided.

Orders over $150 CAD qualify for free standard shipping. Shipping times are estimates and not guaranteed, as delays may occur due to weather, holidays, or other unforeseen circumstances.

International Shipping

We ship worldwide! International shipping rates are calculated at checkout based on destination and package weight. Delivery times vary by destination:

• USA: 5-10 business days
• Europe: 7-14 business days
• Australia/Asia: 10-21 business days
• Other Regions: 14-28 business days

Customers are responsible for any customs duties, taxes, or import fees that may apply. These charges are not included in our shipping costs.

Order Tracking

Once your order ships, you'll receive a confirmation email with tracking information. You can track your package using the link provided.

If you have any questions about your shipment, please contact us at shipping@cafecouleur.hair with your order number.

Undeliverable Packages

Packages that are returned to us as undeliverable due to incorrect address information will be refunded minus shipping costs. If you'd like the package resent, you'll need to place a new order and pay shipping again.

Return Policy

We accept returns within 14 days of delivery for a full refund (minus shipping costs). To be eligible for a return:

• Item must be unused and in the same condition as received
• Item must be in the original packaging
• Proof of purchase is required

Exchanges

We gladly exchange items for a different size or color if available. Please contact us within 7 days of receiving your order to request an exchange.

You will be responsible for paying the shipping costs for returning your item and for the new item shipment. Shipping costs are non-refundable.

Damaged or Defective Items

If you receive a damaged or defective item, please contact us within 3 days of delivery at returns@cafecouleur.hair with photos of the damaged item and packaging.

We will send a replacement at no additional cost once we receive the damaged item back (we'll provide a prepaid return label).

Return Process

To initiate a return:

• Email us at returns@cafecouleur.hair with your order number
• We'll provide return instructions and a return authorization number
• Package your item securely with the RA number visible on the outside
• Ship to: CafeCouleur Returns, 123 Hair Street, Montreal, QC H3A 1A1

Refunds will be processed within 5 business days after we receive your return. You'll receive an email notification once your refund has been issued.

Information We Collect

We collect information to provide better services to our customers. The types of information we collect include:

• Personal Information: Name, email address, shipping/billing address, phone number when you place an order or create an account
• Payment Information: Credit card details processed securely through Stripe (we don't store full card numbers)
• Technical Information: IP address, browser type, device information, and pages visited through cookies and analytics tools
• Communication Data: Records of your communications with us via email or contact forms

How We Use Your Information

We use the information we collect for the following purposes:

• To process and fulfill your orders
• To communicate with you about your orders, account, or inquiries
• To improve our website, products, and services
• To send marketing communications (only with your consent)
• To prevent fraud and enhance security
• To comply with legal obligations

Information Sharing

We do not sell your personal information to third parties. We may share your information with:

• Service Providers: Payment processors, shipping carriers, and IT service providers necessary to fulfill your orders
• Legal Compliance: When required by law or to protect our rights and safety
• Business Transfers: In connection with a merger, acquisition, or sale of assets

We require all third parties to respect your privacy and handle your information in accordance with the law.

Data Security

We implement appropriate technical and organizational measures to protect your personal data against unauthorized access, alteration, disclosure, or destruction. These include:

• SSL encryption on our website
• Secure payment processing through Stripe
• Regular security assessments
• Limited access to personal data within our organization

Your Rights

Depending on your location, you may have rights regarding your personal information:

• Access: Request a copy of the personal data we hold about you
• Correction: Request correction of inaccurate or incomplete data
• Deletion: Request deletion of your personal data under certain circumstances
• Opt-out: Unsubscribe from marketing communications at any time
• Complaints: Lodge a complaint with your local data protection authority

To exercise these rights, please contact us at privacy@cafecouleur.hair.

Policy Updates

We may update this privacy policy from time to time. The current version will always be posted on our website with the effective date. We encourage you to review this policy periodically.

Effective Date: June 13, 2025