❓ Frequently Asked Questions (FAQ)

❓ FAQ - Frequently Asked Questions

Welcome to our FAQ! Here you'll find all the answers to your questions about our products, shipping, returns, and more.

📢 Important: No Express Shipping for Now

To reduce our carbon footprint and contribute to environmental preservation, we consolidate shipments and prepare your packages throughout the week. 📦 All orders are shipped on Saturdays, allowing us to optimize shipments and minimize our ecological impact. 🌿

We do not offer express shipping at the moment, but we are committed to shipping your orders with care and efficiency. Thank you for your understanding and commitment to more responsible consumption! 💚

📍 1. Orders & Shipping

✅ What are the delivery times?

Delivery times vary depending on the destination and the chosen carrier:

🌍 Shipping Zones

We ship to Mainland France, Europe, and internationally (Africa, North America, South America, Asia, Middle East, etc.). If you have any questions regarding shipping to your country, feel free to contact us.

🚚 Delivery Times by Region

  • 🇫🇷 Mainland France & 🇧🇪 Belgium
    • Colissimo Standard: 2 to 5 working days
    • Mondial Relay: 3 to 6 working days
  • 🇪🇺 Europe & 🇨🇭 Switzerland
    • Colissimo International: 5 to 10 working days
    • Mondial Relay International: 5 to 12 working days (depending on destination)
  • 🇺🇸 USA & 🇨🇦 Canada
    • Colissimo International: 7 to 15 working days
    • DHL Standard: 5 to 10 working days
  • 🌍 Middle East (United Arab Emirates, Qatar, Saudi Arabia, etc.)
    • Colissimo International: 7 to 15 working days
    • DHL Standard: 5 to 12 working days
  • 🌍 Africa (South Africa, Kenya, Tanzania, etc.)
    • Colissimo International: 10 to 20 working days
    • DHL Standard: 5 to 15 working days
  • 🌎 South America (🇧🇷 Brazil)
    • Colissimo International: 10 to 20 working days
    • DHL Standard: 5 to 15 working days

📌 Note: These delivery times are indicative and may vary depending on the destination, peak periods, or transport providers.

✅ Payment Methods by Country

We accept international credit cards and some local payment solutions depending on the destination.

🌎 Brazil

✅ International credit cards (Visa, Mastercard, American Express) ⚠️ Boleto Bancário is currently unavailable.

🌍 South Africa, Kenya & Tanzania

✅ International credit cards (Visa, Mastercard, American Express) ⚠️ Payments via M-Pesa and other local solutions are not supported at the moment.

🇪🇺 Europe, 🇺🇸 USA, 🇨🇦 Canada, 🇨🇭 Switzerland, 🌍 Middle East

✅ International credit cards ✅ Apple Pay, Google Pay (depending on the device used)

📌 Note: Some local payment methods may not be supported. Please ensure you use an international credit card to complete your order.

✅ How do I track my order?

Once your order is shipped, you will receive an email with a tracking number 📩. You can track your package directly on our tracking page.

✅ What happens if I entered an incorrect shipping address?

The customer is fully responsible for the information provided when placing an order. In case of an incorrect address and a returned package, the reshipping costs will be at the customer’s expense. No refunds will be issued for address errors.

✅ What if my package is held in customs?

Any potential customs fees and taxes are entirely the customer’s responsibility. Each country has its own customs regulations, and it is the customer’s duty to check with the relevant authorities before ordering. No refunds will be issued in case of unpaid customs fees leading to a return or destruction of the package.

✅ What should I do if my package was not delivered by the shipping carrier?

If a package is marked as delivered by the shipping carrier but you have not received it, or if it is declared lost, you must provide material proof within 48 hours of noticing the issue. This includes:

📸 Screenshots of communication with the carrier 📩 An official response from the shipping service confirming the non-delivery

After reviewing your claim, we will offer a suitable solution. Shipping fees are non-refundable.

✅ Non-returnable and Non-refundable Products

Some products cannot be returned, exchanged, or refunded for safety, hygiene, and fragility reasons:

  • Hygiene and organic cosmetic products, as well as all other cosmetics on the site: To ensure product integrity and prevent contamination.
  • Silk bonnets, silk scarves, and satin accessories: These items are delicate and must remain new and intact for each customer.
  • Digital products (ebooks, guides, etc.): As they are immediately accessible upon purchase, they cannot be returned or exchanged.

📌 By placing an order, you agree to these terms and acknowledge that no exceptions will be made.

✅ How long does it take to receive my refund after a return is accepted?

Once the return is validated, the refund will be issued within 7 to 14 business days to the original payment method.

✅ Can I cancel a pre-order?

Pre-orders are non-cancellable and non-refundable, except in cases where the product becomes unavailable.

📍 2. Environmental Commitment & Packaging

✅ Are your packaging materials eco-friendly?

♻️ Yes! As part of our commitment to reducing environmental impact, we minimize the use of plastic bags. Our textile products (silk scarves, silk bonnets) are placed in beautifully designed, eco-friendly gift packaging, without unnecessary plastic. We use parchment or silk paper to protect our items while minimizing plastic usage.

📍 3. Customer Service

✅ Customer service response time

📩 Our customer service responds within 24 to 76 business hours depending on the volume of requests. Thank you for your patience.

✅ Before contacting us

📢 90% of the answers are already in this FAQ! Please check before sending a request. 📌 We reserve the right not to respond to questions whose answers are already provided in our FAQ and shipping policy. 📌 If your question is not listed here, please contact us through the form available on the homepage. 😊

📍 4. Other Questions

Q: Why is the language on the rewards page switching unexpectedly?

Dear Kemeho First Lady customers,

Thank you for your loyalty and support for our brand. We recently noticed a small issue with our Smile.io loyalty program. Currently, when you log in, the language of the interface may not match the language you have selected on our site, which could cause a bit of inconvenience for our English-speaking customers.

🌍 What’s happening? When accessing the loyalty program, the interface may stay in French even if you’ve selected English as your primary language. We understand that this can be frustrating, and we apologize for this small confusion.

💡 What are we doing to resolve this? We’ve already contacted Smile.io to resolve this issue quickly, and we’re working on a solution to ensure that you can navigate the loyalty program in the language of your choice, without any issues.

🎯 What can you do? While we resolve the issue, we encourage you to click the login link and reconnect so that the interface can adjust correctly. This should correct the language of the interface once you're logged in.

Thank you again for your patience and understanding while we work through this situation. At Kemeho First Lady, we are committed to providing you with the best possible experience, and we are dedicated to making our loyalty program as smooth and enjoyable as possible.

If you have any questions or concerns, please don't hesitate to reach out to us. We are always here to help.

Thank you for your support and we look forward to seeing you soon at Kemeho First Lady!

Best regards,
The Kemeho First Lady Team 🌿✨

If your question is not listed here, contact us and we will be happy to assist you! 😊

📧 Contact Form: Available on the homepage of the store 📩 Subscribe to the Newsletter:  Click here