Frequently Asked Question
How can we help?
We want you to feel confident with every purchase and know that thoughtful, personal support is always here when you need it.
Find answers to our most frequently asked questions below. Can’t find what you’re looking for? Browse the categories or get in touch with us.
1. Odrdring and payment
Which payment methods can I use?
Which payment methods can I use?
iDEAL, Bancontact, Klarna, PayPal, Apple Pay, Google Pay, Shop Pay, Visa, Mastercard, Maestro, American Express, MobilePay and UnionPay.
All prices on this site are in euros and include VAT. The price you see on the product page is the price at checkout, before delivery.
Can I change or cancel an order?
Can I change or cancel an order?
If it has not shipped, yes. Email support@kawsarbeauty.com with your order number and we will amend or cancel it.
Once it has shipped, use the fourteen-day right of withdrawal instead. That right exists whether or not we agree to cancel, and it is explained in full on the Returns page.
2. Delivery
What does delivery cost?
What does delivery cost?
Free in the Netherlands and Belgium on orders over €65. Below that, €[REQUIRES CT: standard NL/BE rate].
Rates for every other destination are on the Shipping page. This is the only free-delivery threshold that exists. If you have seen €30, €50, or an unconditional promise, it was out of date and we would like to know where you found it.
How long does delivery take?
How long does delivery take?
Orders placed before 17:00 are packed and prepared the same day.
Delivery usually takes 1–2 days for the Netherlands and Belgium, 2–4 days for other EU countries and the UK, and 3–7 days for the US and Canada.
Delivery times are estimates, as the final journey is handled by the carrier. Once your order has been dispatched, you’ll receive a tracking number so you can follow its progress via Track your order.
3. Returns and Refunds
How do I return an item, and where should I send it?
How do I return an item, and where should I send it?
You can send your return to:
Cool Trends B.V.
Parallelweg 124-35
1948 NN Beverwijk
The Netherlands
Please also email us at support@kawsarbeauty.com to let us know which item(s) you are returning.
If you prefer, we can provide you with a return label. Depending on the country you are returning from, the cost of the return label is usually between €7 - €18 and may be deducted from your refund.
You have 30 days from the date of your order to request a return under our extended returns policy.
Please make sure your return meets the conditions in our Returns Policy.
How long do I have to change my mind?
How long do I have to change my mind?
You have 30 days from the date of your order to request a return under our extended returns policy.
Devices can be returned within this period in accordance with our returns conditions. Serums must be unopened, unused and with the original seal intact. For hygiene reasons, we cannot accept returns of serums once they have been opened or the seal has been broken.
Your statutory right of withdrawal remains separate from our 30-day policy. For online purchases, the statutory 14-day withdrawal period generally runs from the day after you receive the goods.
For sealed hygiene-sensitive products, the right of withdrawal may lapse once the seal is broken, provided the customer was informed before purchase and the product was supplied sealed.
Full details are available on our Returns page and in the model withdrawal form.
Can I return a device I have used?
Can I return a device I have used?
For most of devices such as EMS Gua Sha, yes. Our 30-day return period allows you to try eligible devices at home.
Please note that LED masks can only be returned if the hygiene seal plastic on the is still intact. If the plastic seal has been broken, we cannot accept the return for hygiene reasons.
Other eligible devices should be returned complete, in good condition, and with all original accessories and packaging.
Can I return an opened serum?
Can I return an opened serum?
No. For hygiene reasons, serums can only be returned if they are unopened, unused and the original seal is intact. Once the seal has been broken, we cannot accept the return.
Full details are available on our Returns page.
How long does it take to receive my refund?
How long does it take to receive my refund?
Once we receive and inspect your return, we’ll confirm whether it meets our return conditions. If approved, your refund will be issued to your original payment method.
Depending on your bank or payment provider, it may take 3–10 business days for the refund to appear in your account.
For approved order cancellations, the refund is processed in the same way.
My order arrived damaged. What should I do?
My order arrived damaged. What should I do?
Please contact us as soon as possible at support@kawsarbeauty.com and include clear photos of the product and packaging. For visible delivery damage, we recommend reporting it within 7 days so we can resolve it quickly.
4. Devices
Is a device safe for me?
Is a device safe for me?
Our devices are designed for cosmetic use, but they are not suitable for everyone. Please review our Device Safety guidance before use.
Do not use The Sculpt Tool if you have a pacemaker or implanted electrical device. If you are pregnant, breastfeeding, taking photosensitising medication, or have a diagnosed skin condition, please check the safety guidance and speak with your doctor where appropriate.
How long until I see results?
How long until I see results?
Results are gradual and vary from person to person. Consistent use is important, so follow the recommended session time and frequency shown on each device page.
We believe in realistic expectations, not overnight promises.
What warranty do the devices come with?
What warranty do the devices come with?
Both devices come with a 2-year warranty. Full details about what is covered, what is excluded and how to make a claim can be found on our Warranty page.
Our warranty is in addition to your statutory consumer rights and does not limit or replace them.
6. Formulas
Where can I find the ingredient list?
Where can I find the ingredient list?
The full INCI ingredient list is printed on the serum bottle or outer packaging.
On our website, some serum pages show the full ingredient list, while others highlight the key ingredients used in the formula.
Can I use a serum with a device?
Can I use a serum with a device?
With The Sculpt Tool, yes — and you should. The serum is what the tool glides on; without it you are dragging metal across dry skin. Apply first, then work along the jaw and cheek.
With The Light Mask, apply the serum afterwards, onto clean skin, once the session has finished.
Each product pairs a device with the serum designed to go with it, in the order they work best.
Is bakuchiol really an alternative to retinol?
Is bakuchiol really an alternative to retinol?
Bakuchiol is often considered a gentler alternative to retinol. Published research has shown improvements in the appearance of wrinkles and pigmentation, with less reported irritation than retinol.
However, these results relate to the specific formulas tested in those studies — not automatically to our serum. We prefer to be clear about what research supports and avoid claiming results we have not directly tested.
Explore more about Kawsar Beauty through our Technology, Ingredients, The Routine Guide, Product Safety, Wholesale, and Partnerships pages.
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