Frequently asked questions - FAQ
Shipping, Delivery, Customs and Payments
What shipping company does CENARA Skincare use for standard orders?
For standard shipping, CENARA Skincare uses trusted delivery partners such as Packeta Romania, part of the Packeta Group, and FedEx® Regional Economy, depending on the destination country, parcel type, weight and the shipping options available at checkout.
In many European destinations, local delivery partners or locker networks may be used for the final delivery.
What shipping company is used for express orders?
For faster international deliveries, CENARA Skincare uses DHL Express.
DHL Express is usually the recommended option for customers who need faster delivery, detailed tracking and international express service.
How quickly does CENARA Skincare dispatch my order after payment?
We usually prepare and dispatch paid orders within 1–4 working days.
During busy periods, such as holidays, sales campaigns, seasonal promotions or periods with high order volume, dispatch may take a little longer. Once your order is shipped, you will receive a tracking number by email.
What countries does CENARA Skincare ship to?
We currently ship to many destinations in the European Union and selected international countries, including:
Andorra, Australia*, Austria, Bahrain*, Belgium, Bulgaria, Canada*, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Faroe Islands*, Finland, France, Germany, Gibraltar, Greece, Holy See / Vatican City State, Hungary, Iceland*, Ireland, Israel*, Italy, Japan*, Jersey*, Jordan*, Kuwait*, Latvia, Lebanon*, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malaysia, Malta, Monaco, Montenegro*, Netherlands, Oman*, Poland, Portugal, Qatar*, Reunion, San Marino, Saudi Arabia*, Singapore, Slovakia, Slovenia, Spain, Sweden, Switzerland*, United Arab Emirates*, United Kingdom* and United States**.
* For destinations outside the European Union, additional import duties, customs taxes, brokerage fees or clearance charges may apply and are usually the responsibility of the customer, unless otherwise stated at checkout.
** For orders shipped to the United States, parcels are sent under a duties-and-taxes-paid shipping arrangement where applicable. This means the final amount paid at checkout includes the applicable shipping and import-related costs covered by us, and customers should not normally have to pay additional customs duties or import taxes upon delivery.
The available countries may change depending on carrier availability, local restrictions, product type or logistics conditions. If your country does not appear in the delivery address form at checkout, this means we currently do not offer shipping to that destination.
Will I have to pay customs duties or import taxes for international orders?
For orders shipped outside the European Union, except orders shipped to the United States, customs duties, import taxes, brokerage fees or clearance charges are not included in the final price displayed at checkout, unless expressly stated otherwise.
These charges may be collected by the carrier, customs authority or local delivery partner before or upon delivery. They are the responsibility of the customer.
CENARA Skincare is not responsible for delays caused by customs procedures, import inspections or local authority checks.
Do customers in the UK have to pay customs duties or import taxes upon delivery?
Orders shipped from Romania to the United Kingdom are treated as international shipments because the UK is no longer part of the European Union customs area.
CENARA Skincare ships UK orders with FedEx® Regional Economy, with an estimated delivery time of approximately 5–7 working days after dispatch. We offer competitive delivery rates and free shipping for orders over €140.
Under current UK rules, customs duty is generally not charged on goods valued at £135 (± €158) or less. For orders above this value, UK import VAT, customs duty or carrier clearance fees may apply, depending on the parcel value, product type and UK customs assessment.
Many of our products are original Romanian / EU products and may qualify for preferential tariff treatment under the UK–EU trade rules if the required rules of origin are met. However, UK import VAT or carrier clearance charges may still apply.
For the best value, UK customers can take advantage of free shipping over €140, while keeping in mind that customs thresholds are assessed by UK authorities in GBP and may vary with exchange rates.
If a carrier requests an unexpected payment, please contact us before paying so we can check the situation.
Do customers in the United States have to pay customs duties or import taxes upon delivery?
No. For orders shipped to the United States, the final amount paid at checkout includes the applicable shipping and import-related costs covered by us, where available.
Customers in the United States should not normally be charged additional customs duties, import taxes or clearance fees upon delivery.
If a carrier requests any extra payment before or upon delivery, please contact us before paying the charge, so we can check the situation with the shipping provider.
Can I have my order delivered to a PO Box?
No. We cannot deliver directly to PO Boxes.
For successful delivery, please provide a complete residential or business address, including the recipient’s full name, street, building number, apartment number where applicable, city, postal code, country, phone number and email address.
In some cases, depending on the destination and carrier, you may be able to collect your parcel from a courier service point, parcel shop or locker location.
How long does standard delivery take to Bulgaria, Greece, Hungary, Czech Republic and Slovakia?
Standard shipments to Bulgaria, Greece, Hungary, the Czech Republic and Slovakia usually arrive within approximately 2–4 working days after dispatch.
Delivery times may vary depending on the destination address, local courier network, customs procedures where applicable, public holidays, weather conditions or other circumstances outside our control.
How long does express delivery take within the European Union?
Express shipments to major cities in the European Union usually arrive within approximately 1–3 working days after dispatch.
Deliveries to remote areas, islands or less accessible locations may take longer, depending on the courier’s local service coverage.
Are there countries CENARA Skincare does not ship to?
Yes. We do not ship to certain countries due to logistics limitations, courier restrictions, customs rules, local import regulations or temporary service suspensions.
If your country does not appear in the delivery address form at checkout, this means we currently do not offer shipping to that destination.
We also reserve the right to cancel and refund an order if delivery to the selected destination is not possible, restricted by the carrier, affected by local import rules, or unavailable for the specific products ordered.
What happens if a product I ordered is out of stock?
If a product becomes unavailable after you place your order, we will contact you by email.
Depending on the situation, we may offer one of the following options:
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ship the available products and refund the unavailable item;
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suggest a replacement product, where appropriate;
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wait for restock, if available and agreed by you;
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cancel and refund the affected item or order.
You will not be charged for products that cannot be supplied.
How is the shipping cost calculated?
Shipping cost is calculated automatically at checkout based on several factors, including:
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destination country;
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parcel weight;
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parcel volume, where applicable;
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selected delivery method;
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courier service availability;
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standard or express shipping option.
The shipping cost covers order processing, picking, packing, handling and delivery through the selected carrier or delivery network.
What payment methods does CENARA Skincare accept?
CENARA Skincare accepts several secure payment methods, depending on the country and checkout availability.
These may include:
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credit card;
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debit card;
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PayPal;
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Apple Pay;
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Google Pay;
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SOFORT or similar local payment options, where available;
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bank transfer, where available;
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other secure payment methods displayed at checkout.
Available payment methods may vary depending on your country, currency, device and payment provider.
Is it safe to pay on the CENARA Skincare website?
Yes. Payments on our website are processed through secure payment providers, and our website uses an encrypted SSL connection to help protect your personal and payment information.
CENARA Skincare does not store your full card details. Payment information is handled by authorized payment processors in accordance with their security and compliance standards.
What happens if I refuse to pay customs duties or import charges?
For orders shipped outside the European Union, except where duties and taxes are expressly included at checkout, customs duties, import VAT, brokerage fees or clearance charges may be required by the destination country.
If you refuse to pay these charges and the parcel is returned, abandoned, destroyed or held by customs, CENARA Skincare may not be able to refund shipping costs, return fees, customs charges, carrier costs or other expenses caused by the refusal.
Any refund, where possible, will be assessed only after the parcel is safely returned to us and after all carrier or customs costs have been reviewed.
Can delivery times be guaranteed?
Delivery estimates are provided in good faith based on courier information and previous delivery experience.
However, delivery times are not guaranteed. Delays may occur due to customs inspections, local courier operations, public holidays, severe weather, incorrect addresses, missing phone numbers, payment verification, peak periods or events outside our control.
We will always do our best to support you if your parcel is delayed.
What should I do if my parcel is delayed or tracking is not updating?
If your parcel appears delayed or tracking has not updated for several days, please contact us at:
Please include your order number and tracking number so we can check the shipment with the carrier.
How can I contact CENARA Skincare about my order?
For questions about shipping, delivery, customs, payment or order status, please contact our support team:
Email: office@beauty-cosmetics.shop
Working Hours: Monday–Friday, 9:00 AM – 6:00 PM, Eastern European Time
We will reply as soon as reasonably possible.
Thank You for Choosing CENARA Skincare
CENARA Skincare brings original Romanian skincare, cosmetics and personal care products closer to customers across Europe and selected international destinations.
