Frequently Asked Questions

  • We accept major credit and debit cards (Visa, Mastercard, American Express, Discover) as well as Apple Pay and Google Pay at checkout.

  • You can visit us Monday–Friday, 9:00AM – 4:00 PM (on most days) at 58 Prospect Street, Brooklyn, NY 11201.

    We’re just a short walk from the Brooklyn Bridge, in the heart of New York City.

    Stop by to sample our signature products — our team is available to guide you and answer any questions, ensuring a seamless, personalized experience.

  • We currently ship to addresses within the 50 U.S. states. We do not ship to PO boxes, U.S. territories, military addresses (APO/FPO), or international locations at this time.

  • Shipping timeframes shown at checkout are estimates. Actual delivery can vary based on carrier performance, weather, and destination. Once your order ships, you’ll receive a tracking email so you can follow its progress.

  • Please check around your delivery area (porch, side door, garage, etc.) and verify the address you entered at checkout. If you still can’t locate it, email us and we’ll help investigate.

  • We accept returns of unopened, unused products in their original, sealed packaging within 30 days of delivery. To be eligible, items must be in the same condition in which they were received.

    Once your return is approved and received, a refund will be issued to the original form of payment or as store credit, minus original shipping costs.

    Products that are opened, used, or returned without prior authorization are not eligible for a refund.

  • We want your return experience to be seamless, no matter where you purchased your product:

    • Online purchases: Please e-mail info@kapelleskin.com to initiate your return. Our team will guide you through each step for a smooth and effortless process.

    • In-person purchases: Items bought at our Brooklyn location can be returned directly in person at 58 Prospect Street, Brooklyn, NY 11201, where we’ll assist you personally.

    • Third-party retailers: Products purchased through other retailers must be returned directly to the store or platform where they were bought.

  • To return a product purchased online, please email us at info@kapelleskin.com with your order number and a brief reason for your return.

    We will provide return instructions and authorization to ensure your return is processed correctly. Products returned without prior approval will not be accepted. Our team handles every return with care, making the process as smooth as possible.

  • No — for safety reasons we cannot accept opened or previously used products for refund or exchange.

  • If your order arrives damaged or you believe there is a defect with your product, please contact us within 30 days of the posted delivery date. Include your order number, a brief description of the issue, and clear photos of the product and packaging.

    Once reviewed, we’ll determine the best resolution, which may include a replacement or a refund. We want to make sure you receive your product in excellent condition and will work with you promptly to resolve any issues.

  • For standard returns, customers are responsible for return shipping.

    If your return is due to an error on our part or an item arriving damaged or defective, we’ll take care of the return shipping and provide a prepaid return label.

    If you’re unsure whether your return qualifies, our team is always happy to help guide you through the process.

  • Orders are processed promptly to ensure fast delivery. Once an order is placed, changes or cancellations may not be possible, so please review your order carefully before submitting.

    If you need assistance, email info@kapelleskin.comas soon as possible, and we will do our best to accommodate your request.