Our Commitment to Your Beauty Journey

At Cerave Shop, we’re passionate about providing premium skincare and beauty essentials to beauty-conscious customers worldwide. We understand that finding the perfect products is essential to your skincare routine, which is why we’ve created transparent shipping and returns policies to ensure your complete satisfaction.

Shipping Information

Order Processing Time

All orders are processed within 1-2 business days after payment confirmation. You’ll receive a shipping confirmation email with tracking information once your order has been dispatched.

Shipping Methods & Delivery Times

Shipping Method Cost Delivery Time Carrier Best For
Standard Shipping $12.95 10-15 business days after dispatch DHL or FedEx Faster delivery with full tracking
Free Shipping FREE (orders over $50) 15-25 business days after dispatch EMS Budget-friendly option with tracking
Please Note: Delivery times are estimates and may vary based on destination, customs processing, and seasonal demand. We ship worldwide except to select remote areas and certain Asian countries not served by our carriers.

Returns & Exchanges Policy

We want you to love every product you purchase from Cerave Shop. If you’re not completely satisfied, we’re here to help with our straightforward returns process.

Return & Exchange Eligibility

15-Day Return Window: We accept returns and exchanges within 15 days from the date you receive your items.

To be eligible for a return:

  • Items must be in original, unopened condition with seals intact
  • Products must be in their original packaging
  • A receipt or proof of purchase is required
  • Items must be returned in resalable condition

Non-Returnable Items

For health and safety reasons, we cannot accept returns or exchanges for:

  • Opened skincare products (including Cerave, Alpha-H, Beauty of Joseon, and other liquid formulations)
  • Used makeup items (including Beauty Blender, BH Cosmetics, Benefit Cosmetics applicators)
  • Personal care tools that have been unsealed (such as Bdellium Tools brushes)
  • Opened cosmetic products where hygiene cannot be guaranteed
  • Final sale items clearly marked as non-returnable

Return Process: Step by Step

1Initiate Your Return Request

Email our customer service team at [email protected] within 15 days of receiving your order. Use the template below to ensure we have all necessary information.

2Wait for Authorization

Our team will review your request and email you a Return Authorization Number within 1-2 business days. Please do not ship items back without this authorization.

3Package Your Items

Securely package the items in their original packaging, include the original invoice or packing slip, and clearly write your Return Authorization Number on the outside of the package.

4Ship Your Return

Ship your package to our fulfillment center at:

Cerave Shop Returns
518 Saint Francis Way
Milwaukee, WI 53226
USA

We recommend using a trackable shipping service and retaining your shipping receipt.

Refund Information

Processing Time

Once we receive your return, please allow:

  • 3-5 business days for processing and inspection
  • Additional 5-10 business days for the refund to appear in your original payment method

Refund Methods

Refunds will be issued to your original payment method:

  • Credit/Debit Cards (Visa, MasterCard, JCB): Refunded to your card
  • PayPal: Refunded to your PayPal account
Important: Original shipping costs are non-refundable, unless the return is due to our error. Return shipping costs are the responsibility of the customer.

Exchange Process

Exchanges are subject to product availability. Follow the same process as returns, but clearly indicate in your email that you’d like to exchange for a different product. We’ll guide you through the exchange procedure once we receive your returned item.

Return Request Email Template

Copy and paste the template below, filling in your specific details:

Subject: Return Request – Order #[Your Order Number]

Email Body:

Dear Cerave Shop Customer Service Team,

I would like to request a return/exchange for my recent order.

Order Information:
Order Number: [Your Order Number] Order Date: [Date of Purchase] Customer Name: [Your Full Name]

Items to Return/Exchange:
Product Name: [Product Name] Quantity: [Number of Items] Reason for Return: [Please specify – wrong shade, defective, changed mind, etc.]

Preferred Resolution:
[ ] Refund to original payment method
[ ] Exchange for [Specific Product if Exchanging]

I confirm that the items are in their original condition and packaging.

Thank you for your assistance,
[Your Name] [Your Email Address] [Your Phone Number]

Need Assistance?

Our customer service team is here to help with any questions about shipping, returns, or exchanges:

Email: [email protected]

Response Time: Within 24-48 hours during business days

We value your trust in Cerave Shop and are committed to ensuring your complete satisfaction with every purchase.