Orders & Shipping

Why does international shipping take longer?

International orders move through customs and multiple postal networks. Tracking updates may pause while parcels transition between carriers.

If your package is marked “in transit,” it is still moving within the system.

We understand waiting can be frustrating, and we monitor shipments closely. If there is no movement for an extended period, contact us and we will review next steps.

What happens if my package is delayed?

If your order is still in transit, we encourage allowing the carrier additional time before assuming it is lost. Transit timelines can vary by region.

If an item is confirmed lost, we will work with you to determine the next best solution.

When will my order arrive?

Packages will vary in shipping time depending on your location. Please refer to the time frames below for your area

Canada 2-8 Business Days

United States 2-10 Business Days

Europe 2-21 Business days

UAE 8-28 Business days

Australia 8-28 Business days

South America 2-21 Business days

Africa 2-21 Business days

For any questions on shipping please email us at service@krulle.ca

My tracking says delivered but I do not have it. What should I do?

First, check with household members, mailboxes or neighbors. Then contact your local carrier directly with your tracking number for confirmation.

If issues persist, reach out to us and we will assist where possible.

 

Refund & Order Policy

We want your experience with Krulle to feel clear and supportive from start to finish. Please review the information below before placing your order.

Order Accuracy

Customers are responsible for entering the correct shipping information at checkout.

If an incorrect or incomplete address is provided and the package is returned to us, we are happy to reship the order once the correct address is confirmed. Additional shipping fees may apply.

If an incorrect or incomplete address is provided and the package has been sent out and is not returned to us a partial refund can be issued or re-shipment but additional fees may apply.

Shipping & Transit Times

Once an order has been processed and handed to the carrier, delivery timelines are managed by the postal service.

Transit times, customs processing, and tracking updates are outside of our control. International orders in particular may take longer than estimated.

If your tracking shows “in transit,” your package is still moving through the system.

Damaged or Defective Items

If your product arrives damaged, please contact us within 7 days of delivery and include clear photos so we can review the issue.

We are unable to process claims reported outside of this timeframe.

Refunds

Because of the nature of our products, we do not offer refunds on delivered items.

Refunds may be considered only in cases where a shipment is confirmed damaged, lost by the carrier or cannot be delivered and is returned to us.

Reshipments

If a replacement shipment is approved and sent, it is considered the final resolution.

If a reshipment is sent out, no further refund will be issued.

Questions

If you have questions before placing your order, please reach out. We are always happy to clarify so you can feel confident in your purchase.

About your Curls

How do I know which product is right for my curl type?

If your curls are loose or fine and need volume, start with Mousse. If your curls are tighter, denser, or lose shape quickly, Curl Cream may offer better support.

No matter your curl type, hydration always comes first. Leave In Conditioner builds the foundation for both.

If you are unsure, start simple: Hydrate → Define → Seal.

Do I need to use all three steps?

Not necessarily. But curls respond best to layering.

• Hydration prepares the strand.
• Definition shapes it.
• The seal protects it.

If you skip hydration, holding products may feel heavy. If you skip sealing, definition may not last as long.

How long does it take to see results?

Curls improve with consistency.

Many people notice immediate softness and improved definition after the first wash. However, long-term improvements in manageability and reduced frizz happen when hydration becomes part of your routine.

Consistency matters more than quantity.

I am new to embracing my natural curls. Where should I start?

Start with hydration.

If you are unsure about your curl type or routine, focus on building a simple foundation first. Healthy curls are predictable curls.

We also share tutorials and guidance on our social platforms to support you beyond the product.

How often should I wash my curls?

This depends on your hair type and lifestyle. Many curl patterns benefit from washing every 3 to 7 days, but hydration between washes is equally important.

How much product should I use?

Start small.

Curly hair responds better to layering small amounts than overloading at once. You can always add more if needed.