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SHIPPING & RETURNS
SHIPPING POLICY
At Root & Radiance, we know your self-care moment can't wait! That's why we take care of every detail so your skincare, makeup, and hair care products arrive flawlessly to you.
1. Processing Times After payment confirmation, our team prepares your order with care. This separation and packaging process takes 5 to 10 business days. Tip: Orders placed on holidays or weekends will be processed on the next business day.
2. Shipping Options and Delivery Times Delivery time varies according to your region and the shipping method chosen at the time of purchase. The total time is the sum of the processing time + the carrier's delivery time.
3. Packaging and Special Care We know that makeup and products in bottles can be delicate. We use reinforced packaging, bubble wrap, or eco-friendly protection to ensure your palettes, lipsticks, and serums arrive intact, without leaks or damage.
4. Delivery Address Please ensure you fill in the address correctly. In the case of incomplete or incorrect addresses, the package will be returned to our distribution center and a new shipping fee will be charged for resending.
5. Damage in Transit If you notice that the box is damaged or crushed at the time of delivery, refuse to accept it and contact us immediately. If the product shows any internal damage caused by transport, please send us a photo within 24 hours of receipt so that we can resolve your case with priority. Questions? We are available via email at rooteradiance@gmail.com
RETURN & EXCHANGE POLICY
At Root and Radiance, our goal is for you to feel even more beautiful and satisfied. If something didn't go as expected, we're here to resolve it transparently and quickly, following the Consumer Protection Code.
1. Withdrawal or Regret (Online Purchase) You have up to 7 calendar days after receiving the product to request a return due to regret. Crucial Condition: As these are personal care products (skincare, makeup, and hair products), the item must not have been opened or used. The original seal must be intact and the product in its original packaging.
2. Exchange for Defect or Damage If your product arrived with broken packaging, a defective valve, or any manufacturing problem: Contact us within 30 days of receipt. Send photos or videos of the defect to our customer service channel to expedite the analysis. If the defect is confirmed, the return shipping and resending of the new product are at our expense.
3. Hygiene and Personal Care Products Attention: For your safety and that of all our customers, we do not accept exchanges or returns of products that have been tested or used, even if only once. Perfumes, lipsticks, serums, and creams with broken seals are not eligible for return, except in cases of proven defects in the packaging/applicator.
4. How to Request To start the process, send an email to rooteradiance@gmail.com with the following information: Order number. Name of the product you wish to exchange/return. Reason for the request (and photos, if applicable).
5. Refund After we receive the product back and confirm that it is in perfect condition (in case of buyer's remorse): Credit Card: The refund will be requested from the card issuer and may appear on up to two subsequent billing statements. Pix or Boleto: The refund will be made via bank transfer to the account of the purchase holder within 20 business days. Do you have any questions about a foundation color or skin type? Talk to us before opening the product! We are here to help you make the best choice.