FAQs & Policies


FAQs & Policies

Product Ingredients:

CocoaLuxe uses natural, natural-based and environmentally save ingredients.  We use quality butters (shea, cocoa, mango, etc.), carrier oils, essential oils, fragrance oils, botanicals, and other items when used to make our final products. 

Our bath and body products are sulfate free, paraben free, gluten free and non-GMO; most items do not contain soy.  We use natural preservatives and where applicable skin-safe, FD& C compliant colorants.

Our containers are PET and BPA free, and can be recycled, reused, or repurposed.

Our home products are made with non-carcinogenic materials, VOC compliant, DPG free, Phthalate-free, and free of alcohol/ethanol.

 

Product Shelf Life: 

CocoaLuxe does not use any chemically made preservatives to extend product shelf life.  We use natural preservatives in products that may become exposed to water and moisture, so as to prevent mildew and mold. The average shelf life, by product is:

Body Butter: 6 months.
Body Polish: 4 to 6 months.
Whipped Body Scrub: 4 to 6 months
Bath Bomb: 6 months
Herbal Bath Soak: 12 months
Fizzy Bath Soak: 12 months
Body Wash: 12 months
Body Lotion: 12 months
Body Oil: 12 months
Body Spray: 12 months
Moisturizing/Spa Soy Candles: 10 to 12 months
Home Fragrances: 12+ months

 

Order Fulfillment:

Products are typically ready to ship 3-5 business days upon receipt of order.  Any delays with your order will be communicated promptly.

***Orders placed on Saturday and Sunday will begin processing on the following Monday.***

Holidays & Store Closures: Orders placed when the store is closed for a national holiday or vacation will be processed the first day that we're open.  Store closures will be announced on the Home page and via social media.

Bulk Orders:  Contact us at info@cocoaluxehs.com for bulk order pricing and fulfillment.

We do not accept overnight or rush orders.

Product Uniqueness:

All CocoaLuxe products are made in small batches, so you may notice slight differences between each item.  We make and package our products by net weight and not volume.  

Body Butter:  During the warmer seasons we ship our body butter with a cold pack to keep it cool, however they may soften during transit.  Place the body butter in the refrigerator to solidify and upon returning to its butter state, use to moisturize your body.
Body Polish: The oils may settle to the bottom of the container during shipment or when not frequently used.  Use a spoon or cosmetic spatula to stir the contents prior to applying on your body.
Whipped Body Scrub: Settling may occur.  Use a spoon or cosmetic spatula to stir the contents prior to applying on your body.

 

Change Orders:

We do not accept change orders once an order has processed.

 

Cancellations:

Contact us at info@cocoaluxehs.com to cancel your order. Cancellations made within 24 hours of initial purchase will be refunded 100%. Cancellations made 25-48 hours of initial purchase will be refunded 50%. Orders cancelled after 48 hours of initial purchase will not be funded.

General Shipping:

Orders ship 3-5 business days via USPS. Once shipped you will receive a tracking number via email.  Please check your junk folder or any email folders where you might have correspondence automatically routed. We do not offer overnight or rush orders. Currently we do not ship outside of the U.S.  Shipment cost is calculated at checkout.

Combined Shipping - If multiple orders are placed on the same day for shipment to the same location, CocoaLuxe will combine the orders and refund you the difference of the total cost of shipment of the products.

Pick-up Orders:  We offer this service to customers located in or near Bowie, Maryland.  Contact us as info@cocoaluxehs.com for additional information.

Shipping During Warmer Weather:

Candles: Our candles are made with ingredients that may melt while being shipped during the warmer months of the year.  If melting has occurred, place the product in the refrigerator to solidify. While doing so may affect the initial appearance of our product, it does not impact its goodness, moisturizing properties and amazing fragrance.

Body Care: CocoaLuxe does not use any synthetic chemicals or stabilizers to prevent its products from being affected by temperature while in transit. During the warmer months CocoaLuxe ships most  products with reusable gel ice packs to maintain its intended state.  We do this at a nominal charge so that you may continue to enjoy natural luxe and essential calm throughout the year. 

What can you do to help?  CocoaLuxe can’t control what happens to your order once it is delivered to you.  Mailboxes, porches and any place that gets direct light and excessive heat will cause your product to melt.  If possible, ship to your place of business or arrange for someone to pick your package up and away from the elements.

If your product has melted down, don’t throw it away as it can still be used.   Refrigerate your product or leave in a cool room for several hours until it returns to its natural state.   

Refunds/Exchanges:

Please contact us at info@cocoaluxehs.com within 7 days of receipt of your purchase. Refunds and exchanges are on a case-by-case basis. There are certain situations where only partial refunds are granted (if applicable). CocoaLuxe reserves the right to decline a refund or exchange if there is no just cause or cause is deemed excessive or unrealistic (example: dissatisfaction based upon not liking the scent, packaging, labeling, etc.).

Returns:
For hygienic purposes we do not accept returns.