Everything you need to know about ordering from Cartolem. Can’t find your answer? Contact us.
Ordering & shipping
How long does shipping take?
Orders are prepared within 1–5 business days. Delivery then takes 2–4 business days in the US and 3–5 business days to Canada, Europe and Asia-Pacific, plus any customs clearance time.
Do you offer free shipping?
Yes. Shipping to Canada is $19.99 on orders under $45, half price ($9.99) from $45 and free from $85. In the US, shipping is $5.95 and free on orders over $50. Rates for other destinations appear at checkout.
Which countries do you ship to?
The United States, Canada, most of Western Europe and the UK, and selected countries in Central Europe and Asia-Pacific. The full list is on our Shipping page.
Will I pay customs duties?
International orders are shipped DDU, so your country may charge import duties or taxes on delivery. These are not included in our prices.
Can I change or cancel my order?
Yes, within 2 hours of ordering. Email us right away with your order number — after that the order is already being prepared.
How do I track my order?
You will receive a tracking link by email as soon as your order ships. You can also use our Track your order page.
Products
Where are Cartolem products made?
All of our products are made in the USA and shipped from our US fulfilment centre.
Are your products suitable for sensitive skin?
Many of our formulas are gentle, but every skin is different. Check the full ingredient list on each product page and patch-test on a small area before first use.
How should I store my products?
Keep them in a cool, dry place away from direct sunlight, with the lid closed.
Which products should I start with?
Our Daily Ritual — cleansing gel, toner, vitamin C serum and moisturiser — is the easiest way to build a complete routine, and as a set it ships free to Canada.
How do sets work?
Each set groups products that belong together. Add the whole set in one click. A set costs the same as its pieces bought separately, and it gets you to our Canada shipping tiers faster: half-price shipping from $45 and free shipping from $85. Each item is the same full-size product we sell on its own.
Returns & payments
What if my order arrives damaged?
Send us a photo within 30 days of delivery and we will send a free replacement or refund. See our Returns policy.
Which payment methods do you accept?
All major credit and debit cards and the other payment options shown at checkout. Payments are processed securely and we never store your card details.
Do I need an account to order?
No, you can check out as a guest. An account simply makes it easier to track orders and re-order.