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FAQs

FREQUENTLY ASKED QUESTIONS

Below is a list of Q&A’s especially curated just for you, our beautiful The Cacy client. Curious about something? Find the answer below!
If you still have questions, don’t hesitate to send us an email at hello@thecacy.com!

ABOUT THE PANDEMIC (COVID-19) SITUATION

+ - I need my hair products now! Will my packages be delayed?

As the fight against SARS-CoV-2 (COVID-19) rages on, governments across the world have implemented strict new rules in an attempt to stem the spread of the new virus. Because of this, we regret to inform you that delivery dates might be impacted. We are asking you to be patient. Please rest assured that we are doing the best we can to get your orders to your doorstep.

+ - I need to cancel my order. Would that be possible?

The immense impact of this unprecedented pandemic has brought hardships to everyone around the world. With schools, workplaces, and various establishments closing, whether permanently or temporarily, The Cacy fully understands your situation. If you wish to cancel your order, just send an email to hello@thecacy.com.

+ - My package just came from a place where there is a confirmed case of COVID-19! Is it safe to be received?

Yes! The World Health Organization has confirmed that aside from the likelihood of an infected person contaminating packages being low, the risk of catching the virus via a package that has been through different conditions and temperatures is low as well!

Placing Orders

+ - Your products seem amazing! How do I place my order?

Hi there, beautiful! Ordering from The Cacy is as easy as one, two, three: first, add your desired products to your cart. After you’ve added everything you want, click on your cart and tap on the ‘Proceed To Checkout’ button. Fill all the information needed, choose a shipping method, and a method of payment. Review everything (and make sure they’re correct!) and then click on ‘Buy’. You then will be redirected to a page where you can complete your payment. A confirmation email will be sent to you within a few minutes if your order is successful!

+ - How can I pay for my orders? Would it be safe for me to use my credit card?

It is 100% safe for you to pay your The Cacy orders as all payments processed on our site go through a secure checkout system provided by MultiSafepay. We accept Visa, MasterCard, American Express, PayPal, Maestro, iDeal, Giropay, Dotpay, Mister Cash, SOFORT Banking, as well as bank transfer. Just make sure all your information is correct so you don’t encounter any problems.

+ - Oh no! I put the wrong address! Can I still change it?

If you’ve entered a wrong address, you can elect to cancel your order and restart the whole process again. However, that only applies if we still haven’t dispatched your order for delivery. If your order has already been processed, we unfortunately cannot change any shipping details. If your orders have already shipped and you need something corrected, email hello@thecacy.com as soon as possible.

+ - I just received a “pending payment” email. What is that?

If you received a “pending payment” email, that means that you still haven’t finished the payment process. Click on the link in the email to continue the process and successfully place your order. You have 48 hours to do that—beyond that, your order will unfortunately be cancelled.

+ - Can I add gift packaging to my purchase?

Unfortunately, The Cacy is not offering such service right now. We may, in the future, so always visit our page!

Shipping & Returning

+ - I’m from overseas! Which countries do you ship to?

Currently, The Cacy is shipping to the US, Canada, and most of Europe. European orders ship from The Netherlands while orders from North America ship out from the US.

+ - I can be very impatient with order deliveries. How long will I wait until my purchases reach me and how much will I pay for it?

We feel you, gal! For more information, head on to our Shipping & Return page! One thing to note, however, is that our shipping costs remain the same if you order multiple items.

+ - I have a PO Box. Can you send my orders to that?

Unfortunately, we are unable to cater to PO Boxes as orders need be to signed upon delivery. Sorry!

+ - I want to see where my order is! How can I track it?

Upon order dispatch, you will receive an email that contains your tracking number. If you do not receive an email that contains a tracking number or you can’t track your parcel with the tracking number you received, send hello@thecacy.com an email immediately!

+ - I missed the delivery! What should I do?

Unfortunately, if you aren’t present for the delivery, the package will be returned to our warehouse. If that happens, inform us via hello@thecacy.com so that we can assist you with the resending as soon as possible!

+ - I think my package is lost, what do I do?

We always strive to provide the best possible service. If your package is lost or damaged, please reach out to hello@thecacy.com so we can help you ASAP.

+ - Just curious—which couriers do you use?

All North American orders are delivered by FedEx.

+ - Man, I am not happy with what I bought. Can I return it?

Yes! All products unused and unopened can be returned within 14 days of delivery. Shoot hello@thecacy.com an email for a valid return authorization number!

+ - Wrong product alert! What should I do?

Oops, our bad! Email hello@thecacy.com about the mix-up with your order number and what should have been delivered and our team will make it right!

Products

+ - I have a different hair type… Will the products work on me?

Definitely! Every product listed in our website will 100% make any hair type healthier, more moisturized, and immaculately beautiful! If you hesitate just send an email or chat with us, we are happy to help.

+ - I’m kind of a klutz. How do I make sure my products last long? How do I take care of them?

The best way to take care of the products you bought is by following the How To Use down to a T. You should also make sure you properly close their lids and store them in a clean place with the right temperature!

+ - Is there an expiration date on your products?

For expiration dates, check your products’ bottles!

+ - I just happen to make my own line of products! Can I sell my stuff on your site?

Definitely, but we have a process that can take anywhere from three to six months. If you believe in your product, complete this form to apply!

Sustainability

+ - I do not like supporting products that test on animals. Does your site feature those kinds of products?

All products we feature on this site are all-natural, vegan-friendly, and free of animal testing!

+ - The Earth is already suffering! What are you doing to lessen pollution? Is your shipping practices sustainable?

We ship our products with recycled paper. We are continuously finding ways to make our process more sustainable!

+ - What is the logic behind the products you choose to feature?

We have a long and tedious application process to determine that! We evaluate the ingredients, effectiveness of the product, and overall reputation of the brand.

PR

+ - I L-O-V-E THE CACY! Is there I can help to further your growth?

Thank you for the love, beautiful! The simplest way you can help us is by leaving reviews on the products you’ve bought! We want to create a community, and a community starts when one shares her experiences with others. You can also follow us on our social media accounts.

+ - I want to interview the brilliant minds behind The Cacy. How do I go about doing that?

Always here to spread the word of The Cacy! Reach out to us through hello@thecacy.com!

+ - I am an influencer. Do you have an affiliate program? I’m interested!

Yup! Go here to know more!

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