Ginseng Ceramide Hydrating Cleanser and Itch-Relief Shampoo - 400ml

Expect shipping delays for Israel, Russia, Poland, Brazil, Korea, Ukraine, Hawaii, and remote areas.

Worldwide Shipping and Processing Times

We’re proud to offer worldwide shipping from multiple fulfillment centers, ensuring timely order processing within 3-7 business days (Monday through Friday, excluding holidays). After processing, your item will be shipped according to the method chosen at checkout.

• Standard Orders: Processed in 3-7 business days.
• Special Orders: Bulk, wholesale, pre-orders, and customized items may take up to 6 weeks.

For expedited delivery, please reach out within 60 minutes of ordering for an upgrade to Express shipping. Otherwise, orders default to our Economy shipping option, which may have longer transit times.

Estimated Delivery Times

Delivery times vary based on your shipping selection:

• Economy Shipping: Cost-effective with longer transit.
• Express Shipping: Faster transit, available upon request within 60 minutes of order placement.

Should your order not arrive within the estimated timeframe, please contact us for assistance.

Shipping to Specific Regions

Certain regions may experience delays due to customs, regulations, or regional logistics:

• Israel, Russia, Poland, Brazil, Korea, Ukraine, Hawaii, Remote Areas: Expect potential delays.
• Schengen Area & Russia: Please include your full name for smooth processing.
• Brazil: Ensure CPF information is accurate to avoid shipping issues.
• Korea: Include your name and address in Korean for compliance.

Shipping to Customers in South America, Germany, Israel, Ukraine, and Belarus

• South America (e.g., Argentina, Peru, Colombia): Including a tax number will streamline customs processing.
• Germany: For shipments via FedEx/TNT, an EORI number is required.
• Russia: Full names must have three words (first, middle, last).
• Israel, Ukraine, Belarus: Anticipate possible delays, with a minimum of 30 days for Ukraine and Belarus.

Customs and Import Taxes

We aim to minimize customs taxes by shipping from the nearest location when possible. Most small orders include customs coverage. However, bulk, wholesale, or high-value items may incur additional charges, for which the recipient is responsible.

Order Status and Tracking

Track your order through the following standard statuses:

• Pending: Awaiting payment verification.
• Info Received: Confirmation and packaging in progress.
• In Transit: En route (tracking may update intermittently).
• Out for Delivery, Delivered, Failed Attempt, Exception, Expired.

If a package is delayed or fails delivery, please contact your local carrier with the tracking details provided, and our support team will assist as needed.

Packaging and Delivery Assurance

We carefully package all items to ensure they arrive safely. If you have specific packaging preferences and are willing to cover additional costs, contact us before placing an order. Inspect your item upon arrival and report any damages or incorrect items within 24 hours.

Delays Due to Uncontrollable Factors

Unexpected delays may occur due to:

• Natural Disasters: Weather, road closures, etc.
• Political Unrest: Civil disruptions can impact transit.
• Pandemics and Health Crises: Supply chains and logistics can be affected by global emergencies.
• Supply Chain Issues and High-Volume Periods: Particularly around holidays or major events.

Unreceived Packages

If a package is held at a local post or logistics center, customers are encouraged to reach out to their local office for release. Our team is here to support with additional information if needed.

Late Delivery Compensation

We offer a $5 standard shipping or $10 express shipping credit, plus a surprise gift for uncommon delays.

Returns and Refunds

If your item is damaged, defective, or doesn’t match its description, contact us to obtain an RMA number for a return. Upon receipt and inspection, we’ll arrange for a replacement or refund.

Customer Service Hours and Contact Etiquette

Our customer service operates Monday to Friday, 10 a.m. to 2 p.m., with messages received after 1 p.m. Thursday and on weekends processed on Monday. Please submit specific questions to expedite assistance. Multiple emails on the same issue may be filtered.

Special Order Requests and Modifications

Contact us within 60 minutes of ordering to make changes or cancellations. For personalized items, ensure details are correct as modifications cannot be made after processing.

Important Note: Expected Delivery Timeframes

Most orders are processed and shipped within 3 days, with delivery times ranging from 7 days to 2 weeks, depending on your chosen shipping method. International orders, specialized items, and deliveries to remote areas may take 4 to 6 weeks.

Personalization and Customization

We offer a range of personalization and customization options to make your product truly unique. Whether you want to add a name, logo, or special message, our team will work closely with you to ensure that your design perfectly reflects your vision. From tailored designs to specific color choices, we provide the flexibility to create a one-of-a-kind product that stands out and meets your exact specifications.

Artwork

We prefer artwork in Adobe Illustrator format. Please save artwork as .ai or .eps vector file types. All text must be converted to outlines.  Artwork modification that requires our professional graphics team will incur additional charges.   

eProof

Prior to production, we will send you an Electronic Proof (eProof) to review logo placement and specs for accuracy.  The eProof requires your approval before we can begin production.  In the event that you require edits or changes, then a new electronic proof will be submitted for your approval.  eProofs are sent to you via email FREE of charge.  

Production Lead Time

Standard production time is 7-10 days after artwork approval. Please call for any rush requests. All rush requests must be approved prior to order confirmation.

Cancellation

Any cancellation of orders in process is subject to applicable charges, depending on extent of work performed and cost incurred at time of cancellation.

Returns

Customized and engraved products are non-returnable.

Artwork Approval
Artwork approval is required before production.

Our commitment to producing the perfectly branded product for your client starts with designing the ideal rendering of your company's logo applied to the product. Consider us your brand police! We won't begin manufacturing an order until you've approved the artwork.

When submitting artwork, please use the following guidelines:

• Art files should be at least 600 dpi. The preferred file type is an Adobe Illustrator vector file: .eps, .ai, or .pdf with the text converted to outlines*.
• Other approved file formats include: .jpg, .jpeg, or .png.
• We do NOT accept: .gif files, page layout files (such as Quark or Pagemaker), word processing documents (such as MS Word/PowerPoint), photocopies, business cards, letterheads, fax transmissions, or any other formats that are too low in quality to ensure a quality imprint.

File Suppression: If the file size is too large to send via email, consider using a file compression service like Stuffit, WeTransfer, or Zip.

Please do NOT resize your artwork to the size you think we need. We will resize the artwork to fit your product choice.

During the Artwork Approval Process, we may require you to email vector art. The preferred file type is an Adobe Illustrator vector file: *.eps, *.ai, or .pdf. All text must be converted to outlines.
*Converting text to outlines changes the text from a font to an object. If this is not done, our version of Illustrator will select a default font that may not match the one in your logo. To convert text to outlines, simply select all the text you typed and press Shift+Ctrl+O.

Art Prep

We employ our own in-house staff to review, modify, and/or create artwork for optimal decoration output. In some cases, color-separated artwork may be required. Unless otherwise specified, all artwork will be sized to best maximize the imprint area indicated. If no specific imprint area is indicated, we reserve the right to decorate the area most suitable for the artwork and the method specified.

Wholesale/Bulk Ordering

We're excited to offer wholesale accounts to our valued business customers! If you're interested in taking advantage of our wholesale prices and terms, please sign up for an account with us and get approved today.

Trade program

Start Saving with the Très Elite Trade Program. Très Elite is proud to offer a trade program supporting modern trade professionals. If you are a designer, architect, contractor or professional of the hospitality industry, you’ll enjoy great savings and special services from joining the Très Elite's Trade Program. 

Free Customization Available!

We provide complimentary customization options for specific products (please inquire for the list of customizable items) when you order 10 or more (normally valued at $55 as a setup fee with a minimum order of 500 items, limited to one imprint color). At checkout, you can easily indicate your preferred background color by including a note with your desired color hex. Additionally, you can submit up to 3 artworks, pictures, or detailed messages per product, including background customization.

Begin by placing your order and checking your email for the order confirmation. To request a customization, provide us with your order number and as much detail as possible via email (contact us) or by chat. We will review your request, confirm all necessary details, and send you a preview of your customized product with any necessary modifications before finalizing it.

Once we have finalized the design with you, we will begin production immediately. For wholesale orders or orders of 250 items or more, please contact us to set up a wholesale account and receive a discounted price. If you need a trade account, please register on our website and follow the instructions provided.

Good to know

For a seamless Wholesale or Bulk order experience, we kindly request that you reach out to us prior to placing your order. This enables us to offer a personalized quote that caters to your unique requirements, ensuring transparency regarding shipping costs and export terms. Please be aware that special, wholesale, or customized orders may entail a processing time of approximately 2-6 weeks before shipment. In the case of Express bulk orders, we provide tailored solutions with expedited processing and delivery times, including options such as delivery duty paid, based on the specific product you are ordering.

Questions? Please contact us

💬 Quick Answers Available: Customers can now get instant responses about our products directly on the product page. Our AI has been thoroughly trained to provide accurate and helpful information, but please note it may produce inaccurate information.

💌 Contact Us: If you have any questions or concerns, please don't hesitate to reach out during our operating hours, Monday to Friday, from 10 a.m. to 2 p.m. (excluding weekends, peak periods, and holidays). While we aim to respond promptly, please understand that response times may vary due to the volume of inquiries. Sending multiple emails may result in them being filtered into the spam folder.

📝 Be Specific: To expedite efficient assistance, kindly provide specific questions along with relevant information in your communication. This enables us to better understand and address your concerns accurately.

🚫 No Inappropriate Behavior: We strictly uphold a zero-tolerance policy against any form of inappropriate conduct, including racism, sexism, discriminatory language, offensive remarks, or threats directed towards our staff. Such behavior will be swiftly addressed, and perpetrators may face consequences, including banning and blocking from our platform.

💼 Professional Conduct: We prioritize professionalism and respect in all interactions. We expect courteous and respectful communication from all users and do not tolerate negativity or unfair comments.

📩 Response Etiquette: Upon receiving a response from us, please adhere to the provided details, guidelines, or instructions. Kindly refrain from asking questions that have already been addressed during the communication or are readily available on our website policy.

🕰️ Important Note: Emails received after 1 p.m. on Thursdays and over the weekend will be processed on the following Monday, with the day of receipt considered as day zero. We appreciate your cooperation and understanding.

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