Shipping & Orders
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No. We simply automatize any process. So when the order is placed, in real time it is already being processed by our warehouse.
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No. Orders are managed automatically and processed in real time by our systems to shorten delivery times. For this reason, once the order has been placed, it is packaged shortly thereafter and cannot be canceled or modified.
If you do not wish to keep all the products, you can contact us again once you have received the order to proceed with a return, following the procedure found on this page: Returns and Refunds
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The shipping could take 4 to 5 working days. We process all the orders in two tranche: one at 10.00 and the second one at 16.00 (Rome GMT).
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Check that it hasn't ended up in the "spam" folder. If you can't find the order confirmation email, check the "spam" or "junk mail" folder.
If you can't find it there either, contact customer service providing your first and last name and the email address you used to complete the purchase.
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We have different shipping costs for different country. Check out our support page for more info
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We provide tracking only to registered customers. We provide a status of the order as PLACED, PROCESSED, SHIPPED, IN TRANSIT, ARRIVED. For more info about the order you can contact our customer support.
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They could be FedEx, Gls, Asienda, Bartolini, Clickandquick. We use different carriers, because we want to provide the best service at the lower price for our customers, so we reserve the right to change carrier at any time.
Products
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MULAC products are formulated according to Clean Beauty principles: clean cosmetics with no controversial ingredients (parabens, petrolatum, paraffins, SLES/SLS, etc.) and with a strong focus on extremely pure raw materials, as well as packaging solutions and production processes that reduce the impact on the environment (e.g. the decision to use leaflets or cases as little as possible to avoid wasting paper or the use of alternative energy and recycling water during manufacturing stages). Whilst recognising the importance of raw materials of synthetic origin (again, highly pure and with an excellent toxicological profile) as preservatives, texture sublimators, soft focus agents or film-forming agents to improve resistance and no-transfer properties, we prefer using natural raw materials or those of natural origin as shown by their high percentages on the packaging of our skincare and haircare products.
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Our cosmetics are vegan, which means that their formula is entirely made without ingredients of animal origin, including milk, honey, beeswax, squalene and carmine. Moreover, even the keratin used in hair products is of vegetable origin unlike classic keratin.
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No heavy metals (chromium, lead, mercury, arsenic, cobalt, nickel) have been included as an ingredient in MULAC products, in accordance with the provisions of Annex II of EC Regulation no. 1223/2009. The potential presence of technically unavoidable traces, as these substances are found everywhere, does not compromise the general safety of the product. All products are formulated to minimise their presence, which is regularly verified with specific tests. As for nickel, our checks have always showed impurity levels below 10 ppm (less than 0.001%)
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Mulac has never tested or commissioned tests on animals in relation to finished cosmetic products, their prototypes or raw materials in Italy nor in other European or non-European countries. We do not report claims such as "not tested on animals", "cruelty-free" or similar ones on our products as animal testing has been banned for years by European Regulation (EC) 1223/2009 on cosmetics. Therefore these kinds of claims are to be regarded as deceptive or misleading as they might make consumers think that there might be other European companies that test products on animals, a practice prohibited by the cosmetic regulation for all companies operating in the sector.
Payments
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For International shipping, we provide only Paypal or credit cards payment method.
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Scalapay is the innovative and safe financing method to immediately buy what you want and pay in three convenient, interest-free instalments of the same amount. Creating an account is quick and easy and you can do it directly at the checkout stage. You can use Scalapay for purchases up to €300.
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First check your balance on the credit card. Second check if the details you inserted on the form are correct. Third check if the payment has really been made on your bank account. If all the three process are correct, our platform will accept the payment. 100% Guaranteed.
Returns & Refunds
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To request a return for an order placed on our official website, contact our Customer Service within 14 days of delivery.
All information about the return process is available by clicking here.
For purchases made from authorized retailers, return or refund requests must be handled directly with the store or e-commerce site where the purchase was made.
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You can request a return within 14 days of receiving the order placed on our official website.
To start the process, you need to contact our Customer Service. All information about returns is available by clicking here.
For purchases made at authorized retailers, online or in-store, any return or refund requests must be handled directly with the retailer where the purchase was made.
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For hygiene and safety reasons, opened or used cosmetic products are not eligible for return and, if received, will not be refunded. Therefore, we ask you to check that they are sealed before proceeding with the return.
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We strive every day to ensure safe, high-quality products 💜.
If you purchased from our official website and received a defective or non-compliant product, please contact our Customer Service team with the following information:- order number
- item code
- description of the issue
- photo of the defect (if possible)
For purchases made from authorized retailers, online or in-store, please contact the retailer directly for after-sales support.
- order number
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If you made a purchase on our official website and received an item different from the one you ordered, please contact our Customer Service team with the following information:
- order number
- item ordered
- item received
- photo of the item received (if possible)
We will help you resolve the situation as quickly as possible 💜
For orders placed through authorized retailers, any issues must be handled directly with the retailer.
- order number
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No, returns or exchanges cannot be made between different sales channels.
Orders placed on our official website can only be managed through our Customer Service.
Purchases made from authorized retailers, online or in-store, must instead be handled directly with the retailer where the purchase was made.
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For all purchases made from authorized retailers, online or in-store, after-sales support is handled directly by the retailer.
Consequently, requests for returns, refunds, exchanges, or reports regarding non-compliant products must be addressed directly to the store or e-commerce site where the purchase was made.
Didn't find the answer you were looking for? Contact our Customer Service 💜