Terms & Conditions of The Salt Caramel Shop
The following Terms and Conditions guide the use of commerce on our web store. This is what You can expect from us and what we expect from You. These terms and conditions can be adjusted from time to time.
General
You can shop our product through our web store. If you have any questions please get in touch with us at contact@thesaltcaramel.com for help. Any attempts of fraud will be reported to the Police. The Salt Caramel Shop reserves the right to cancel, hold on to or further investigate an order at suspicion, even if delivery time is affected. No other payment options in addition to those displayed at checkout are accepted.
Delivery
When will I get my order?
Usually, it takes 3-7 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:
USA: 3-4 business days
Europe: 6-8 business days
Australia: 2-14 business days
Japan: 4-8 business days
International: 10-20 business days
Where will my order ship from?
We work with an on-demand order fulfillment company with facilities worldwide!
Will I be charged customs for my order?
An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Custom policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.
My order should be here by now, but I still don’t have it. What should I do?
Before getting in touch with us, please help us out by doing the following:
Check your shipping confirmation email for any mistakes in the delivery address
Ask your local post office if they have your package
Stop by your neighbors in case the courier left the package with them
If the shipping address was correct, and the package wasn’t left at the post office or at your neighbor’s, get in touch with us at contact@thesaltcaramel.com with your order number.
If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.
Orders
How are your products made?
We work with a produce-on-demand drop shipper. They have locations worldwide, so depending on where you are, your orders are created and shipped from the facility that can do it most efficiently!
How do I track my order?
You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at contact@thesaltcaramel.com
I received a wrong/damaged product, what should I do?
We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at contact@thesaltcaramel.com within 30 days after the product has been received with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!
Returns
What’s your return policy?
We don’t offer returns and exchanges, but if there’s something wrong with your order, please let us know by contacting us at contact@thesaltcaramel.com!
Do you offer refunds?
Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at contact@thesaltcaramel.com with photos of wrong/damaged items and we’ll sort that out for you.
Can I exchange an item for a different one?
At this time, we don’t offer exchanges. Though rare, it’s possible that an item you ordered was mislabelled. If that’s the case, please let us know at contact@thesaltcaramel.com within a week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund!
Return Policy
Return address: 11201 Ed Brown Rd, Charlotte, North Carolina, 28273 United States of America. Before returning any products please drop us a message at contact@thesaltcaramel.com
Any claims for misprinted/damaged/defective items must be submitted within 30 days after the product has been received. For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date.
If the customer provides an address that is considered insufficient by the courier, the shipment will be returned to the facility.
Notification for EU consumers: According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:
the supply of goods that are made to the consumer’s specifications or are clearly personalized;
sealed goods which were unsealed after delivery and thus aren’t suitable for return due to health protection or hygiene reasons,
therefore we reserve the right to refuse a refund at our sole discretion.
This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.
Privacy Policy
We work with third parties who perform services on our behalf and with whom we share personal data to support our Services (“Service Providers”). Service Providers include:
Hosting and Online Services. Information you have provided to us during the use of our Services, including technical usage data, is shared for business purposes in our legitimate interests with third parties who provide hosting and server co-location services as well as data and cyber security services.
Manufacturing Services. Information you have provided to us during the use of our Services may be shared with third-party manufacturing services whom we engage to provide our Services to you.
Email Service Providers. Your email address and other contact details you have provided to us and your messages to our customer service is shared for business purposes in our legitimate interests with communication, email distribution, and content delivery services as well as customer support system providers.
Payment Processors. Information regarding your purchases and payments is shared with billing and payment processing services, fraud detection and prevention services, accounting and financial advisors, advisors, so that we can provide our Services to you.
Analytic and Digital Marketing Providers. Information regarding your use of our Services and other information received from cookies and similar technology is shared with web analytics, session recording, and online marketing services.
We will only share personal data to Service Providers that have undertaken to comply with obligations set out in applicable data protection laws.
Force Majeure
In case of war, civil war, revolution, riot, strike, lockout, blockade, natural disaster, measures by a public authority, or similar circumstances The Salt Caramel Shop will apply to Force Majeure. This means that these Terms & Conditions can not or only partly be performed. If this occurs The Salt Caramel Shop will try to inform You about this.