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FAQ's

What are the shippingcosts?
Orders will be sent to you free of charge, on orders from an amount according to your country/ zone (see list below).
Of course all smaller orders are welcome, the shipping costs will be calculated by the following;

                                     Shipping costs:          Free shipping on orders from:
Zone 1 (Europe)             €   4,50                    €   45,00         
Zone 2 (Europe)             €   8,50                    €   85,00
Zone 3 (Europe)             € 10,20                    €   90,00
Zone 4 (Europe)             € 11,05                    €   95,00
Zone 5 (World)               € 17,10                    € 120,00

Countries:
Zone 1: The Netherlands
Zone 2: Belgium, Luxembourg, Denmark (except Faroe Islands and Greenland), Germany, France (including Corsica and Monaco), Italy (excl. San Marino and Vatican City), Austria, Spain (including. Balearic, excl. Canary Islands), United Kingdom (excl. Gibraltar and Channel Islands), Sweden
Zone 3: Bulgaria, Estonia, Finland, Hungary, Ireland, Latvia, Lithuania, Poland, Portugal (including Azores and Madeira), Romania, Slovenia, Slovakia, Czech Republic 
Zone 4: Albania, Andora, Bosnia and Herzegovina, Canary Islands, Cyprus, Falkland Islands, Gibraltar, Greece, Greenland, Iceland, Liechtenstein, Macedonia, Channel Islands, Croatia, Malta, Moldavia, Montenegro, Norway, Serbia, Ukraine, San Marino, Turkey, Vatican City, Belarus, Switzerland
Zone 5: United States of America (USA), Australia, Brazil, Canada, China, Curaçao, Hongkong, Israël, Japan, Morocco, Netherlands Antilles, New Zealand, Russia, St. Maarten, Suriname, South Africa.

How secure is shopping online with us ?
In order to improve consumer confidence in online shopping, there is for the webshop owner a number of obligations laid down in the legislation. We respect these conditions and work exclusively in accordance with the code of conduct for webshops. We stand for the quality of our products and give guarantee that this can be properly used. In addition, all personal login data stored encrypted.

What is the ordering process?
In addition to the categories in the left column you will find the PUPA make-up products. Then you choose the Pupa Make-up products you want to purchase by clicking the shopping cart button. Would you purchase more than 1 article, click that to "continue shopping". Is your shopping cart to your liking, then choose the desired shipping method populates and click "checkout. Now give your name and address details and choose a payment method. Optionally, you can specify a user name and password so that when any next purchase your data is automatically filled in (this is optional). Click "next. Verify your order and address data. You can also print your order. Click "next" (to pay via your chosen payment method) and your order is placed.

How can I pay?
1. PAYPAL (international orders)
This is paying via Internet, safe, easy and fast. Sign up for a PayPal account in a few easy steps on www.paypal.com, and then link your bank account, debit of credit cards to it. At the time you want an online purchase checkout, you can choose from several payment options on the screen. You choose for PayPal, you'll be taken to a secure PayPal server to pay for  your items. No matter what you buy, we don't charge you a transaction fee. It's that simple.
2. PREPAYMENT
You can transfer the total amount to ABN AMRO bank account number 577835750 of Cléophée & Nanda. Customers outside the Netherlands have the following information for payment:

IBAN: NL98ABNA0577835750 
BIC: ABNANL2A
Note: do not forget to mention your order number in the payment!

I have just received an article and now it's marked down, am I entitled to a settlement ?
For articles is always the price and the action at the time of order for the item mentioned.
Moreover, an entrepreneur under Dutch law is free to rid its products prices. You decide, as a consumer, when to purchase. You are not entitled to a refund of the price difference, as a short time later an already purchased product is found to be discounted.

What to do when cancel ?
The cancellation of an order is free of charge, as long as it has not been sent yet.
If we already have received a payment from you, we will refund or credit the good back to you. The shipping costs will be deducted on this (only if you refuse the order order at the door and take leave unopened by the deliverer).

When will my order be delivered?
We do our utmost best to ship your order the same day, and are usually delivered within 3-10 days. We supply mainly from our own stock, if a product is sold out, it will be ordered directly from the importer and once it is back in stock it will be sent. It is not possible to choose a delivery date.

How to return?
You have a 'cooling off' period of 7 working days without giving a reason to return the product, commencing on the day of delivery. The product can only be unused and in original, undamaged packaging returned. For more information see our terms and conditions. Would you return the entire order? Already received items you must return the following return address. We will refund the entire purchase price, including shipping costs. The shipping costs for the return are for your account. Even when returning a part of your order, the shipping costs are for your account. The purchase price of your returned part of the order will be refunded to you. Shipping costs are not refundable in this case. All cancellations, refunds and exchanges should be made in writing to us. This can be via email or mail. You must provide at least your full name and invoice number. For the repayment of amounts already paid (in advance), we also need your bank account. Customers from Belgium also serve the IBAN and BIC / SWIFT number from their own bank number. Note: the account that you specify for the repayment must be equal to the account whose payment to us did. This i.v.m. any fraudulent refunds.  Any amount paid will be refunded within 14 days.
Return address:
Cléophée & Nanda Skin Care
Pupawebshop
Kanaalweg 15
2584CD Den Haag - Scheveningen

The Netherlands

Are the PUPA makeup products hypoallergenic?
Yes, all of PUPA makeup products are hypoallergenic.


Are the PUPA makeup products tested on animals?
None of the PUPA makeup products are tested on animals.


Complaints / questions
We believe customer satisfaction is very important. Are you satisfied? Please, spread the word!
Do you have a question or complaint? Please contact us by phone 0031-70-3225007 or email us via the contact form.