Free Mini Mask with Every Order

Free shipping on U.S. orders of $50+

Shipping policy

Shipping

We currently offer world wide shipping. *Some restrictions apply. We normally take between 1–3 business days (domestic) and 1–5 business days (international) to fulfill an order after payment is received.

Every Agua de Cielo order is carefully hand-packed using protective materials to help your products arrive in perfect condition. However, once we hand your package to the carrier, it may be handled in ways we cannot control, and on rare occasions items may be damaged in transit. Each shipment is insured (see “Returns” section below for details), and we will support you in filing a claim with the carrier if needed.

Once we fulfill an order, you should receive a confirmation email with your tracking number. Depending on your location and the type and size of your package, your order may be shipped via USPS or UPS. To check the status of your order, you can copy your tracking number and search it within the shipping company’s website. When an order is accepted by the carrier, we have no control over it anymore so any inquiries or requests should be submitted directly to the carrier. 

Please read below if you received your package damaged or you believe it to be lost or stolen.

United States

Currently through our store we offer shipping within the United States and Puerto Rico. Shipping rates are calculated at checkout. 

We currently work with both USPS and UPS for our domestic deliveries. The carrier used (USPS or UPS) depends on your shipping address, package type, and service availability, so it may vary from order to order. To check the status of your order, you can copy your tracking number and paste it under the Search or Track Packages section at https://www.usps.com/ if your order shipped with USPS, or under the Tracking section at https://www.ups.com/track if your order shipped with UPS. When an order is accepted by USPS or UPS, we have no control over it anymore so any inquiries or requests should be submitted directly to the carrier. 

Dominican Republic

If you are located in the Dominican Republic, please visit our sister store aguadecielobeauty.do.

International

We know that our customers may live in all parts of the globe. For that, we offer worldwide shipping. *Some restrictions may apply.

Please note that we currently don't calculate nor collect foreign taxes and duties, so if you are ordering to outside of the US, you may be subject to pay these upon delivery, known as Delivered Duty Unpaid (DDU). Please make sure you read the rules and regulations of your country for this. You can try using this Import Duty calculator for help: https://www.simplyduty.com/import-calculator.

We are happy to help you with this if needed, just write us at hello@aguadecielobeauty.com.

Terms & Conditions Apply

We will ship to any country as long as it meets with U.S. regulations, which may exclude shipping to some foreign countries.

Returns

Customer satisfaction is important for us. Our packages come insured up to $200 so please write us if you have any problems with damaged goods or theft.

We take our time to package your products correctly and use protective materials to minimize any risk of damage. However, carriers may sometimes handle packages roughly, and occasionally items can arrive damaged despite our best efforts. In these cases, the insurance on your shipment and the carrier’s claims process are what allow us to help you resolve the issue.

Damaged Goods

Although we try to avoid these issues by taking extreme care of how we package, sometimes these things happen out of our control and we can only apologize for any problems you have experienced.

If your package arrives damaged, please follow these steps:

  1. Inspect the Package: Immediately check for any visible damage to the package upon arrival.
  2. Document the Damage: Take clear photos of the damaged package, including the outer packaging, shipping label, and the damaged contents.
  3. Retain Packaging: Keep all original packaging, including the damaged items, as they may be required for inspection.
  4. File a Claim with the Carrier (USPS or UPS):
    1. If your package was shipped with USPS, visit the USPS Claims page and follow the instructions to file your claim.
    2. If your package was shipped with UPS, visit the UPS Claims page and follow the instructions to file your claim.
    3. File a claim within 60 days of the mailing date (or within the time frame specified by the carrier). Claims can typically be filed online or by mail. 
    4. You will need the original mailing receipt, proof of insurance, proof of value (e.g., sales receipt), and photos of the damage.
  5. Contact Us: After filing a claim with the carrier (USPS or UPS), please contact us with your claim information. We are here to assist you with any questions or additional support.

You can find the USPS information page here: https://www.usps.com/help/claims.htm and the UPS claims page here: https://www.ups.com/us/en/support/file-a-claim.

How to package returns (customer responsibility)

When we ask you to send items back to us (for example, as part of a damaged goods claim, satisfaction guarantee, or any approved return), it is the customer’s responsibility to ensure the products are packaged securely so they are protected during transit back to us. We strongly recommend:

  • Reusing the original shipping box and protective materials whenever possible, or
  • Using a sturdy box with sufficient cushioning (such as bubble wrap or packing paper) so that items cannot move freely or collide.

If a returned item arrives broken, leaking, or otherwise damaged due to inadequate or careless packaging by the customer, this may affect your eligibility for a refund or replacement. In such cases, we may deny the refund or issue only a partial refund at our sole discretion. Items must reach us in the same condition in which you received them to remain fully eligible under our returns and guarantee policies.

Lost or Stolen Goods

If your package is lost or stolen, please follow these steps:

  1. Check Tracking Information: Verify the tracking information provided by USPS or UPS to determine the status of your package. For USPS shipments, you can track at https://www.usps.com/. For UPS shipments, you can track at https://www.ups.com/track.
  2. Ask Around: Ask your neighbors, doorman, or anyone that could have received it by chance. USPS or UPS may ask you to do this, so it is good to check. 
  3. Wait Appropriate Time: Ensure the appropriate waiting period has passed based on the shipping service used.
  4. File a Claim with the Carrier (USPS or UPS):
    1. If your package was shipped with USPS, visit the USPS Claims page.
    2. If your package was shipped with UPS, visit the UPS Claims page.
    3. File a claim within the specified time frame. Claims can typically be filed online or by mail.
    4. You will need the original mailing receipt, proof of insurance, and proof of value.
  5. Insurance Coverage: Our packages are insured for up to $200 through our shipping services (such as USPS and UPS labels purchased through Shopify). For shipments with higher value, consider purchasing additional insurance when placing your order.
  6. Contact Us: After filing a claim with the carrier (USPS or UPS), please contact us with your claim information. We are here to assist you with any questions or additional support.

You can find the USPS information page here: https://www.usps.com/help/claims.htm and the UPS claims page here: https://www.ups.com/us/en/support/file-a-claim.

Important Note:

Once a package is handed over to USPS or UPS, we are not responsible for any loss or damage that occurs in transit. It is the responsibility of the customer to file claims with the carrier for any issues arising during transit. However, we are committed to supporting you through this process and answering any questions you may have.

When shipping items back to us for any reason, please remember that you are responsible for packaging them securely. Damage that occurs to returned items due to improper packaging by the customer may result in a reduced or denied refund, even if the original shipment was insured.

For further assistance, please contact our customer service team at hello@aguadecielobeauty.com with your claim information and order number.

Satisfaction

If you are not completely satisfied with your order, please write us at hello@aguadecielobeauty.com with:

  • Your name
  • Order Number
  • Product (if multiple products within an order)
  • Description of your issue

We will reach out to you with instructions on how to return your order. When doing so, please follow the packaging guidelines above to ensure the products are well protected in transit. You will have the option to receive your full purchase price of the requested item or an exchange for the same product (if available), provided the items are received back in acceptable condition.

Terms & Conditions Apply

Products must be un-opened or damaged and be notified within 30-days of the order date.

Our Unbeatable Results or Refund Guarantee

At Agua de Cielo, we firmly stand behind the efficacy and quality of our products. We are committed to our customers' satisfaction and ultimate success. We win if you win. Hence, we are delighted to present our unique Results or Refund Guarantee.

Please visit our Guarantee page for more info: https://aguadecielobeauty.com/pages/guarantee.

Terms & Conditions Apply

Please visit our Guarantee page for full Terms & Conditions.