Customer Care

Your satisfaction is one of our biggest concerns. Please be sure to contact Kyra's Shea Medleys if your question isn't answered below. Although we are a very small business, we do our best to answer your questions accordingly and in a timely fashion. Thank you so much for your time, patience, and support.

 

General:

How do I contact Kyra’s Shea Medleys?

If you have any questions, comments, or concerns, please email us at info@kyrasheamedleys.com or call us at (323)244-7390. You can also fill out this contact form.

Our Hours of Operation are as follows:
Monday-Friday: 9:00am - 6:00pm PST | 12:00pm - 9:00pm EST 
Saturday: 10:00am - 2:00pm PST | 1:00pm - 5:00pm EST
Sunday: CLOSED
Holidays: We will send out notifications for holidays we are closed as well as vacation periods.

You can also leave comments and corresponding pictures on any of our social media pages. Please be advised that we may remove/hide content from our feeds if deemed inappropriate.

Find KSM On:
Facebook: https://www.facebook.com/kyrasheamedleys
Instagram: instagram.com/kyrasheamedleys
Twitter: https://twitter.com/KyraSheaMedleys
Pinterest: pinterest.com/kyranicolebiz
Tumblr: kyrasheamedleys.tumblr.com

How can I obtain samples of Kyra’s Shea Medleys products?

Thank you for your excitement about our products. We have created the KSM Sample Pack and KSM Baby Sampler Pack just for YOU so that you can get one of every Butter Cream or Baby Butter in our line. We also love to add Kyra’s Shea Medleys samples in our customers’ order packages as they become available and at our discretion. We also include a free gift in every order of $35 or more.

Due to a high volume of requests, unfortunately, we are unable to ship them separately or by request unless you order them via the KSM Sample Packs, spend $35 or more, a Custom Order (minimum order required), or Wholesale (minimum order required).

Does Kyra’s Shea Medleys offer wholesale or have a store?

YES, FINALLY! Please see our KSM Wholesale Program page for rates and other details.

We do not have a KSM store at the moment but maybe in the future. You can find our products in other retailers and beauty supplies. If you do not live near one of these locations, please request our products in your local stores. Until then, please check out our awesome products on the site.

How do I sign up for Kyra’s Shea Medleys’ email list?

As soon as you visit the site, an opportunity to sign up will pop up on the screen. You can also scroll to the bottom of the page and enter your email in the "Newsletter" box. If you have trouble with any of these options, please sign up here or via the Contact page or send us a request to info@kyrasheamedleys.com to join our mailing list. All you need is your first name and email. We will send you a 15% off coupon code as a Thank You for signing up. If you want to receive a $10 coupon during your birthday month, please include your birthday month and day (MM/DD).

I did not receive my 15% off coupon code when I signed up for the email list. Who do I contact?

Please email us at info@kyrasheamedleys.com or call us at (323) 244-7390 if this situation occurs. Please keep in mind that any coupon we give out will only work once. If you receive a coupon that is already expired, please email us and we will issue you a new one.

The product I want is sold out? When will it be available again?

We are very sorry for the inconvenience. Kyra’s Shea Medleys products are restocked every week and what we have available will be on the site. Please be patient if a product is unavailable as it may require more time or is seasonal. Announcements will be made when products that have been sold out for more than two weeks are back on the site.

 

Orders:

How can I confirm if my order went through?

You will receive an email confirmation when your order has been processed from both Kyra's Shea Medleys and PayPal. We are aware and are working on getting your order out as soon as possible.

What methods of payment does Kyra’s Shea Medleys accept? How long will it take to receive my order?

Payment is accepted via the PayPal site (which accepts all major credit cards) in a huge variety of currencies. Please see all accepted currencies here. You do NOT need to have a PayPal account to use the site. Orders typically take 7-10 business days including shipping. Business days do not include the weekends or holidays. We are not able to rush orders so please order enough in advance to accommodate this lead time.

How do I change or cancel my order?

At this time, we are unable to accept order changes or cancellations once the order has been processed. Please be sure to check your shipping address and product choices BEFORE submitting your order.

How do I track my order?

Once your order has been shipped, you will receive a confirmation email notifying you that your package has been shipped as well as when it has been delivered. All packages receive a tracking number via the U.S. Postal Service or directly from PayPal.

May I add a promotion to my previous order?

Unfortunately, current promotions are not redeemable on prior orders. We appreciate your understanding. Please sign up for our KSM Mailing List to receive announcements on new Kyra’s Shea Medleys’ promotions, discounts, freebies, and more.

Does Kyra’s Shea Medleys take special order requests or customizations?

YES! Although Kyra’s Shea Medleys is a small business fulfilling lots of orders on a daily basis, we wanted to show our creativity by offering special order requests and customized Butter Creams for our customers. We can customize Butter Creams or Baby Butters for birthdays, bridal shower, baby shower, and event favors and gift bags. Just add the Customize Your Products option to your cart for free and someone will contact you for your customization needs.

Please note that we do not customize our ingredients (except for non-scented options), only the packaging including the labels and tops.

 

Shipping & Refunds:

How much does Kyra’s Shea Medleys charge for shipping?

All orders are shipped via USPS Priority Mail (please see here) ONLY! Currently, the usual rates by weight are as follows:

Up to 13 oz = $7.00
14 oz - 25 oz = $9.00
25 oz - 32 oz = $11.00
33 oz - 42 oz = $13.00
43 oz - higher = $15.00

We currently have an ongoing special where all USA orders of $75 or more automatically receive FREE SHIPPING (No coupon code necessary). You can also redeem 2000 reward points for FREE SHIPPING. Just click the "Earn Rewards" tab on the bottom right corner of your screen.

Note: Kyra's Shea Medleys has no control over USPS shipping rates as they are subject to the weight of the package. The prices above reflect an estimation of the total weight of a package as well as packaging and handling. The shipping cost on most orders tend to be greater than stated, but we are willing to cover those extra costs for our customers.

Does Kyra’s Shea Medleys offer international shipping?

YES! We have implemented international shipping! Please see the "INTERNATIONAL SHIPPING" section below for shipping methods, costs, customs, and other important details.

The product I received is the not the product I ordered. What should I do?

We apologize for the inconvenience. Please call us at (323)244-7390 or email us at info@kyrasheamedleys.com and we will correct your order immediately.

I do not like the scent of the product I ordered. Can I return it?

Yes, because your satisfaction is very important to us. However, please keep in mind that we cannot use items that are sent back to us, even if you haven't touched them. Unfortunately, we have to throw them away because they are considered used items. In addition, we do not cover the return shipping nor do we cover the re-shipping if you decide you want something else instead.

We suggest ordering something neutral if you are not sure you'll like the scent of the product you are getting. Popular favorites include the Original Butter Cream which has a vanilla scent and the Growth + Restore Butter Cream which has a lavender scent. Please feel free to contact us to discuss any products that you are considering, but unsure of. We will be happy to help you figure out something you will like.

The product melted, can I have a refund?

Kyra’s Shea Medleys cannot accept returns or apply refunds if products are left outside to melt. However, you should not be discouraged. They can easily be transformed back to a more solid form by refrigeration or just storing them in a cool, dark place. Please see our Heat Caution and Summer Care page for more information.

NOTE: Due to the fragility of the butters during the hotter seasons, we will be shipping all packages containing Butter Creams and Baby Butters with ice packs/dry ice to help maintain their quality. There will also be an additional premium fee (ranging from $1.00 to $3.00 per butter) included in the retail price. Please see the Heat Caution and Summer Care page for more information.

 

International Shipping:

International Shipping Details and Policies

We offer a flat-rate shipping charge of $30.00 (Orders under $300 only) although we pay an average of $42.00 due to the size and weight of the box you’ll receive from us if you order our products. You can share the shipping charge with family and friends by purchasing multiple times on one order and splitting the cost. We currently ship via "USPS Priority Mail International" for tracking purposes.

International Wholesale Orders will be charged the full shipping cost based on the size (weight, shipping box dimensions) of their order package(s). Wholesalers may choose between USPS Mail International rates (please see here) and UPS Worldwide rates (please see here) shipping options.

PayPal is our official, secure payment method for our website. Please check here to see if they accept payments from your country. If you do not see your country on the list, please email us at info@kyrasheamedleys.com.

All International Buyers please note:

  • Import duties, taxes, and charges are not included in the item price or shipping charges. These charges are the responsibility of the buyer.
  • Please check with your country's customs office to determine what these additional costs will be prior to buying.
  • These charges are normally collected by the delivering freight or shipping company or when you pick the item up. Do not confuse them for additional shipping charges.

Here is a link to give you the approximate costs: www.dutycalculator.com/new-import-duty-and-tax-calculation

We will not state "gift" on the package unless it actually is a gift from us to you. We will fill out customs forms accurately and truthfully, so please DO NOT ask us to falsify information of any kind. We claim full retail value on our customs forms for insurance purposes.

Knowing the prohibited and restricted items to your country is also your responsibility as the Buyer. If you are unsure of what items are not allowed to be shipped to your country via USPS, please visit the following website.
http://pe.usps.gov/text/imm/immctry.htm

We will try to review your country's policies before shipping, but ultimately, it is YOUR responsibility.