Shipping & Returns

Here are our shipping and returns policies.

If you can't find the answer to your question, please feel free to email us at customerservice@kjaerweis.com.

Our hours of operation are 9am - 5pm EST Monday through Friday.

Shipping

Where do you ship to?

Kjaerweis.com currently ships to all 50 states and Canada. We also ship to all other international countries, except the following: Australia, Mexico, New Zealand, Puerto Rico, Virgin Islands, Guam, Russia, Qatar, UAE, and Asia.

Please note you may experience longer delivery times when shipping to Hawaii, Alaska, and Canada.

How long will it take for my order to ship?

Orders placed before 3:00pm EST will be processed within 1-2 business days. Orders placed after 3:00pm EST on Fridays will be processed the next business day, which is Monday. During certain peak times, including holidays, orders may take up to an additional 3-5 business days to process and ship. Once your order has shipped, you will receive a tracking number via email. We estimate that you will receive your order within 5-7 business days of its ship date depending on your location.

Can you expedite my order?

We’re sorry, at this time we are unable to offer expedited shipping.

How much does shipping cost?

We offer free complimentary shipping for orders over $50. Otherwise, shipping fee is $7. The flat rate shipping cost for Canada only is $65.

Where will my order ship from?

Orders for US customers are shipped via UPS SurePost® from our warehouse in New Jersey. All European orders are shipped via GLS from our warehouse in Denmark.

Do you ship to PO boxes?

Yes, we do ship to PO Boxes.

My order has been marked as delivered but hasn’t arrived yet.

If tracking shows that your order has been delivered but you cannot locate the package, please wait until the end of the day as packages can be marked as "delivered" while still in transit. Kjaer Weis is not responsible for packages that are lost, stolen, or misplaced by the carrier.


We ship via UPS SurePost® which is when UPS makes the initial delivery to your local post office. Then, USPS makes the final delivery to your address. Your order might be showing up as delivered for UPS, but still being shipped via USPS. Please refer to your UPS tracking number link to find your tracking number for USPS.

Returns/Exchanges

What is your return policy?

We accept products in unused and unopened condition, and in their original packaging for a full refund within 30 days of purchase. Please note that the following items are FINAL SALE: all Brushes, all Bags, and Collector’s Kits. Kjaer Weis maintains the right to deny approval of a refund for items that are believed to have been previously used.

To initiate a return, please contact customerservice@kjaerweis.com for further instruction. Please be advised, the customer is responsible for the return shipping fees.

How do I return my Red Edition and Iconic Edition purchase?

If you choose to return your Red Edition or Iconic Edition purchase, you are required to return BOTH items (Compact AND the Refill) and both returned items must be in unused and unopened condition, and in the original packaging in order to receive a full refund.

Do you offer exchanges?

We’re sorry, we do not offer exchanges at this time.

How long will it take until my refund is processed?

Once we receive your return, please allow 7-10 business days for your return to be processed and then up to 5-7 business days for your bank to post the refund to your account. You will receive an email when our team has processed your refund.

Why do you have a strict return/exchange policy?

We are unable to accept returns on opened or used items due to hygienic reasons as well as the impact of the expiration date on the products. We are a low waste, sustainable company and we would not be able to resell or repurpose the product once opened or used. We really value our customers and are in the process of upgrading our return policy to provide a more customer-friendly and seamless returns process.

Can I return a product purchased at a store?

We do not accept returns from retailers other than kjaerweis.com. Please contact the retailer directly to inquire about a return.