Orders & Shipping
How long does delivery take?
Delivery times vary by destination: European Union 7–14 working days, Israel 10–18 working days, rest of the world 15–30 working days. A tracking email is sent as soon as your order ships.
Can I track my order?
Yes. Once shipped, you'll receive an email with a tracking link. You can also find your orders in your customer account.
Can my order arrive in multiple parcels?
Yes, it's possible for your order to arrive in several shipments if products come from different warehouses. Each parcel has its own tracking number.
Are customs fees included?
For deliveries within France and the EU, no customs fees are generally expected. For other destinations, charges may apply according to local regulations.
Returns & Refunds
How do I return a product?
You have 14 days from receipt to exercise your right of withdrawal. Contact us at contact@hayoss.com with your order number. We'll send you an RMA number and return instructions.
Can opened cosmetics be refunded?
No. For hygiene reasons, cosmetic products whose protective packaging has been unsealed cannot be returned, in accordance with applicable consumer protection law.
How long does a refund take?
Once the return is validated, the refund is processed within 14 days to the original payment method.
What if my product arrived damaged?
Take photos and contact our customer service within 48 hours. We will arrange a replacement or refund based on your preference.
Payments
What payment methods do you accept?
We accept credit and debit cards (Visa, Mastercard, American Express) via Stripe. Customers in Israel can also pay via HYP (YaadPay). All transactions are secured and encrypted.
Is my payment information secure?
Absolutely. We never store your banking details. All payments are processed by our PCI-DSS certified providers.
Products & Quality
Are the products cruelty-free?
Yes. Our products are cruelty-free. In compliance with European regulations, no animal testing is permitted on cosmetics sold in the EU.
Are the products authentic?
Yes, all our products are 100% authentic. We only work with verified suppliers. If you have any doubts, please contact our customer service.
How can I contact customer service?
You can reach us at contact@hayoss.com. Our team responds Monday to Friday, 9am–6pm (CET), within 24 to 48 hours.