FAQs

Frequently Asked Questions

Returns & Refunds

What is your return policy?
We accept returns within 30 days of the delivery date, provided the item is unopened and unused in its original packaging.

Can I return an opened product?
Due to the nature of skincare products and for hygiene reasons, items that have been opened or used cannot be returned. All sales on promotional or discounted items are also final and non-returnable.

Who covers return shipping costs?
Customers are responsible for all return shipping costs. We recommend using a trackable shipping method, as Cartiva is not responsible for items lost in transit.

How are refunds issued?
Once your return is received and inspected, we'll notify you of the outcome. Approved returns are issued as store credit to your Cartiva account, which can be used on any future purchase.

Products & Ingredients

Are your products suitable for sensitive skin?
Our products are formulated with skin health in mind. We recommend checking the ingredient list for each product and doing a patch test before full application, especially if you have sensitive skin.

Are Cartiva products cruelty-free?
Yes! Cartiva is committed to cruelty-free skincare. None of our products are tested on animals.

How do I know which products are right for me?
Browse our collections — Eye Care, Cleansing & Exfoliating, Treatment & Firming, and Skincare Sets — to find products suited to your skin concerns. If you need personalised advice, feel free to contact us.

Payments & Security

What payment methods do you accept?
We accept a variety of payment methods including major credit and debit cards and PayPal for international customers. All transactions are processed securely.

Is my personal information safe?
Absolutely. We take your privacy seriously and your personal information is handled in accordance with our Privacy Policy.

Still Have Questions?

We're happy to help! Head over to our Contact page and send us a message — we'll get back to you as soon as possible.