Effective as of: June 8, 2026
1. Purpose
1.1. This Shipping Policy governs the conditions applicable to the preparation, processing, dispatch, transportation, delivery and tracking of orders placed through the C.16 Beauty Studio online store.
1.2. This Policy is an integral part of the Website's Terms and Conditions and must be read together with them, as well as with the other policies published by C.16 Beauty Studio.
1.3. The purpose of this Policy is to inform users about coverage areas, shipping methods, estimated delivery times, costs, the parties' responsibilities and the procedures applicable in the event of incidents related to the transportation or delivery of orders.
2. Coverage
2.1. C.16 Beauty Studio ships exclusively within the continental territory of Ecuador.
2.2. Shipments are not currently made to the province of Galápagos or to destinations outside Ecuadorian territory.
2.3. Coverage availability may vary depending on the recipient's location, the courier's operating conditions, logistical restrictions, weather conditions, public-order situations, emergencies, force majeure events or any other circumstance that reasonably affects the provision of the transportation service.
2.4. C.16 Beauty Studio may reject, suspend or cancel an order before dispatch when the delivery address is outside the coverage area, presents significant logistical restrictions or cannot be served by the selected transportation provider. In these cases, the user will be informed in a timely manner and, where applicable, the refund of the amounts paid will be processed in accordance with the Returns and Refunds Policy.
3. Courier or logistics provider
3.1. Shipments will be handled through allied couriers or logistics providers selected by C.16 Beauty Studio, according to criteria of coverage, availability, security and operational efficiency.
3.2. The courier or logistics provider will act as an independent third party in charge of transporting and delivering orders, and may apply its own operating procedures, distribution schedules, routes, delivery validations, security protocols and delivery attempts, in accordance with its internal policies.
3.3. In order to coordinate and carry out the delivery of orders, C.16 Beauty Studio will share with the courier only the data strictly necessary for the provision of the service, including the recipient's name, telephone number, delivery address, location references, order number and other indispensable logistical data.
3.4. The processing of personal data shared with the courier will be carried out in accordance with the Privacy Policy of C.16 Beauty Studio and the applicable Ecuadorian regulations on personal data protection.
4. Shipping cost
4.1. C.16 Beauty Studio offers free shipping on orders with a purchase value equal to or greater than USD 50.00, unless a different condition is expressly indicated in specific promotions.
4.2. For orders under USD 50.00, the shipping cost will be calculated and communicated to the user before the purchase is confirmed and prior to payment of the order.
4.3. The shipping cost may vary depending on factors such as the destination city or province, the coverage area, the weight or volume of the products, the applicable logistical conditions and the current rates of the transportation provider.
4.4. Any applicable shipping cost will be communicated clearly and visibly before the user confirms their order.
4.5. Free shipping promotions or discounts on transportation costs may be subject to specific conditions, minimum purchase amounts, specific coverage areas, validity periods or particular restrictions, which will be communicated to the user in a timely manner.
5. Order preparation
5.1. Once payment is confirmed and the availability of the requested products is verified, C.16 Beauty Studio will begin the order preparation process for subsequent dispatch.
5.2. Preparation times may vary depending on inventory availability, order volume, current promotions, special dates, holidays, operational circumstances or any other situation reasonably related to the logistical management of the order.
5.3. Orders will be processed on business days. Orders placed outside regular operating hours, as well as those placed on weekends or holidays, may begin processing on the next business day.
5.4. Before dispatch, C.16 Beauty Studio may contact the customer when it is necessary to verify delivery information, validate billing data, confirm payment-related matters, report inventory updates or handle any situation that could affect the normal processing of the order.
5.5. In the event of lack of stock, errors in the information provided by the customer or any circumstance preventing the order from being processed under the initially foreseen terms, C.16 Beauty Studio will inform the user in a timely manner about the available alternatives, including waiting for restocking, product substitution, order modification or refund, where applicable.
6. Estimated delivery times
6.1. The delivery times communicated by C.16 Beauty Studio are for reference and are estimates. Actual delivery will depend on the destination, available coverage, the courier's operating processes, logistical conditions and other factors that may reasonably influence the transportation of the order.
6.2. Estimated delivery times will be communicated to the user during the purchase process or through customer service channels where applicable.
6.3. Delivery times may vary depending on the destination city, the province, the accessibility of the area, the availability of the transportation service and the operating conditions in force at the time of dispatch.
6.4. Delivery times may be extended due to causes beyond the control of C.16 Beauty Studio, including adverse weather conditions, road closures or restrictions, emergencies, holidays, high logistical demand, force majeure events, courier operational failures, incorrect or incomplete addresses, absence of the recipient or other similar circumstances.
6.5. Estimated delivery times do not constitute an absolute guarantee of a specific date or time of receipt, unless the applicable regulations provide otherwise or C.16 Beauty Studio has expressly assumed such a commitment.
7. Order tracking
7.1. When the logistics provider allows it, C.16 Beauty Studio may provide the customer with order tracking information, including the waybill number, tracking link or other data that allows the shipment status to be checked.
7.2. Tracking information may be communicated through the email address registered by the customer, WhatsApp, the user account on the Website or any other available contact channel.
7.3. The customer may check the status of their order through the tracking mechanisms enabled by the courier or through C.16 Beauty Studio's customer service channels, where applicable.
7.4. Tracking information and delivery statuses depend on the updates provided by the courier, so there may be delays, time differences or incidents beyond the control of C.16 Beauty Studio.
7.5. The temporary absence of updates in the tracking system does not necessarily imply a loss, definitive delay or breach in the delivery of the order.
8. Delivery address
8.1. The customer must enter a complete, exact and up-to-date delivery address, including, where applicable: province, city, parish, main street, house number, intersection, additional reference, full name of the recipient and contact telephone number.
8.2. C.16 Beauty Studio will not be liable for delays, failed deliveries or inability to deliver arising from incorrect, incomplete, outdated or inaccessible information provided by the customer.
8.3. Address change requests may only be made before the order is dispatched, by writing to soporte@c16beauty.com or to WhatsApp +593 96 362 3563. Once the order has been handed over to the courier, any address change will be subject to the courier company's approval and may generate additional costs, which will be borne by the customer.
9. Delivery
9.1. The order will be delivered to the delivery address indicated by the customer at the time of purchase.
9.2. Delivery may be made to the customer or to any person present at the indicated address, including, but not limited to, an authorized person, receptionist, doorman, family member or third party present at the address, in accordance with the policies and operating practices of the courier or messenger service.
9.3. The courier may require identification of the recipient, as well as name, signature, ID number, photograph, delivery code or other reasonable verification mechanism as proof of receipt of the order.
9.4. Delivery will be considered duly completed at the moment the courier's system records the delivery of the order or when there is any reasonable evidence proving its receipt at the indicated address.
10. Failed delivery attempts
10.1. In the event that the courier cannot deliver the order due to the recipient's absence, an incorrect or incomplete address, inability to access the address, unjustified rejection of the order or lack of response from the customer or the designated recipient, the policies and procedures established by the courier or messenger company will apply.
10.2. C.16 Beauty Studio may, when possible and at its operational discretion, coordinate a new delivery attempt with the corresponding courier.
10.3. Additional costs generated by re-shipment, storage, logistical return or new delivery attempts will be borne by the party responsible for the cause of the problem, in accordance with the specific conditions of the service and the courier's provisions.
11. Damaged, incomplete or non-conforming orders
11.1. The customer must check the condition of the package upon receipt.
11.2. If the package shows signs of opening, damage, impact, moisture, tampering or any other visible issue, the customer must, to the extent possible:
a) record the issue with the courier at the time of delivery;
b) take photographs of the outer packaging, the product and any relevant evidence;
c) keep the packaging, waybills, labels and other items associated with the shipment; and
d) report the issue to C.16 Beauty Studio via email at soporte@c16beauty.com.
11.3. If the order is incorrect, incomplete or has missing items attributable to dispatch, the customer must report it within three (3) business days from receipt of the order.
11.4. C.16 Beauty Studio will assess the case based on the information and evidence provided, and may request additional documentation or proof before determining whether a replacement, exchange, return or refund is appropriate, in accordance with the applicable internal policies.
12. Delays
12.1. In the event of a delivery delay, C.16 Beauty Studio will follow up with the courier or messenger company and will keep the customer informed through the means by which the customer can be contacted directly.
12.2. The delivery times provided are for reference and are estimates, unless a guaranteed period is expressly indicated in writing.
12.3. If delivery cannot be completed definitively, C.16 Beauty Studio will inform the customer of the available alternatives, which may include, as applicable: re-shipment of the order, modification of the delivery address, cancellation of the order or refund, in accordance with the conditions of the service and the cause of the incident.
13. Product restrictions
13.1. Certain hair, cosmetic or professional-use products may require special handling, packaging, storage or transportation conditions, according to their nature and technical specifications.
13.2. C.16 Beauty Studio reserves the right to limit, suspend or restrict the dispatch of products when there are transportation or safety conditions, spill risk, temperature issues, logistical availability constraints or any other applicable technical, operational or regulatory restriction that justifies it.
14. Cancellations before dispatch
14.1. The customer may request the cancellation of the order before it is dispatched by writing to soporte@c16beauty.com / WhatsApp +593 96 362 3563.
14.2. If the order has already been dispatched, the Returns and Refunds Policy will apply.
14.3. The refund of amounts will be made in accordance with the applicable refund periods and conditions.
15. Shipping contact
For shipping inquiries:
- Email: soporte@c16beauty.com
- WhatsApp/phone: +593 96 362 3563
- Required information: order number, customer name, email, phone number and description of the request.