{"id":20225,"date":"2023-12-28T16:36:45","date_gmt":"2023-12-28T16:36:45","guid":{"rendered":"https:\/\/carmelcosmetic.wp1.sh\/help-center-faqs\/"},"modified":"2026-10-07T20:04:31","modified_gmt":"2026-10-07T20:04:31","slug":"help-center-faqs","status":"publish","type":"page","link":"https:\/\/carmelcosmeticslabs.com\/en\/help-center-faqs\/","title":{"rendered":"Help Center &#038; FAQs"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"20225\" class=\"elementor elementor-20225 elementor-10914\" data-elementor-post-type=\"page\">\n\t\t\t\t<div data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-element elementor-element-3b397f5 e-flex e-con-full e-con e-parent\" data-id=\"3b397f5\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-965c3d7 elementor-widget elementor-widget-html\" data-id=\"965c3d7\" data-element_type=\"widget\" data-e-type=\"widget\" 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style=\"position:absolute\" aria-hidden=\"true\">\n  <symbol id=\"i-arrow\" viewBox=\"0 0 24 24\"><path d=\"M5 12h14M13 6l6 6-6 6\"\/><\/symbol>\n  <symbol id=\"i-chat\" viewBox=\"0 0 24 24\"><path d=\"M4 19.5l1.2-3.6A8 8 0 1 1 8.3 19z\"\/><path d=\"M9 10.5h6M9 13.5h4\"\/><\/symbol>\n  <symbol id=\"i-search\" viewBox=\"0 0 24 24\"><circle cx=\"11\" cy=\"11\" r=\"6.5\"\/><path d=\"M20 20l-4.2-4.2\"\/><\/symbol>\n  <symbol id=\"i-x\" viewBox=\"0 0 24 24\"><path d=\"M6 6l12 12M18 6L6 18\"\/><\/symbol>\n<\/svg>\n<section class=\"hc-hero\" aria-labelledby=\"hc-title\">\n  <div class=\"wrap\">\n    <nav class=\"dv-crumbs mono\" aria-label=\"Breadcrumb\"><a href=\"https:\/\/carmelcosmeticslabs.com\/en\/\">Home<\/a><span aria-hidden=\"true\">\/<\/span><span aria-current=\"page\">Help Center<\/span><\/nav>\n    <h1 class=\"hc-title\" id=\"hc-title\">Help Center: your questions about manufacturing your cosmetics<\/h1>\n    <p class=\"hc-lede\">Products, packaging, regulations, orders: answers from our team in A\u00eft Melloul.<\/p>\n    <div class=\"hc-search\" role=\"search\">\n      <svg class=\"ico\"><use href=\"#i-search\"\/><\/svg>\n      <input id=\"hc-q\" type=\"search\" placeholder=\"Search: packaging, FDA, payment\u2026\" aria-label=\"Search the help center\" autocomplete=\"off\">\n      <button type=\"button\" id=\"hc-clear\" aria-label=\"Clear search\" hidden><svg class=\"ico\"><use href=\"#i-x\"\/><\/svg><\/button>\n    <\/div>\n    <ul class=\"hc-chips\" aria-label=\"Topics\"><li><a href=\"#g-apropos\">About Carmel<span>3<\/span><\/a><\/li><li><a href=\"#g-produits\">Products and formulas<span>8<\/span><\/a><\/li><li><a href=\"#g-emballage\">Packaging and design<span>5<\/span><\/a><\/li><li><a href=\"#g-reglementation\">Regulations and compliance<span>5<\/span><\/a><\/li><li><a href=\"#g-commande\">Orders and delivery<span>4<\/span><\/a><\/li><\/ul>\n  <\/div>\n<\/section>\n<section class=\"hc-body\" aria-label=\"Questions by topic\">\n  <div class=\"wrap hc-grid\">\n    <nav class=\"hc-toc\" aria-label=\"Help center contents\">\n      <span class=\"mono\">Topics<\/span>\n      <ul><li><a href=\"#g-apropos\">About Carmel<\/a><\/li><li><a href=\"#g-produits\">Products and formulas<\/a><\/li><li><a href=\"#g-emballage\">Packaging and design<\/a><\/li><li><a href=\"#g-reglementation\">Regulations and compliance<\/a><\/li><li><a href=\"#g-commande\">Orders and delivery<\/a><\/li><\/ul>\n      <div class=\"faq-help\"><b>Can't find your answer?<\/b><span>Our product specialist will answer you on WhatsApp.<\/span><a class=\"btn btn-wa-s\" href=\"https:\/\/wa.me\/212761511711\" target=\"_blank\" rel=\"noopener\"><svg class=\"ico\"><use href=\"#i-chat\"\/><\/svg>Message us on WhatsApp<\/a><\/div>\n    <\/nav>\n    <div class=\"hc-groups\">\n      <section class=\"hc-group\" id=\"g-apropos\" aria-labelledby=\"h-apropos\"><h2 id=\"h-apropos\">About Carmel<\/h2><details class=\"qa\"><summary><h3>Who is Carmel Cosmetics Labs?<\/h3><span class=\"pm\" aria-hidden=\"true\"><\/span><\/summary><div class=\"ans\"><p>Carmel Cosmetics Labs is a cosmetics lab and B2B manufacturer based in A\u00eft Melloul, Greater Agadir, Morocco. We formulate, manufacture and package face, body, hair and hygiene products, white label and custom, to EU standards, for 500+ brands in 35 countries.<\/p><\/div><\/details><details class=\"qa\"><summary><h3>Is your lab certified?<\/h3><span class=\"pm\" aria-hidden=\"true\"><\/span><\/summary><div class=\"ans\"><p>Yes. Our factory is certified by Bureau Veritas to ISO 22716 (cosmetic good manufacturing practices) and ISO 9001 (quality management). It is declared with the Ministry of Health and ONSSA, holds AMMPS authorization, and has organic certifications under the EU and USDA standards.<\/p><\/div><\/details><details class=\"qa\"><summary><h3>Where are you located?<\/h3><span class=\"pm\" aria-hidden=\"true\"><\/span><\/summary><div class=\"ans\"><p>Our headquarters, lab and factory are at B1006 Zone Industrielle, 86150 A\u00eft Melloul, in the Agadir region. All our products are manufactured, filled and labeled there. We also have representative offices in Paris, London and Dover (United States). <a href=\"https:\/\/carmelcosmeticslabs.com\/en\/contact\/\">See our addresses<\/a>.<\/p><\/div><\/details><\/section>\n      <section class=\"hc-group\" id=\"g-produits\" aria-labelledby=\"h-produits\"><h2 id=\"h-produits\">Products and formulas<\/h2><details class=\"qa\"><summary><h3>How does creating my brand work?<\/h3><span class=\"pm\" aria-hidden=\"true\"><\/span><\/summary><div class=\"ans\"><p>We handle the whole process: formulation, manufacturing, design, printing, labeling and packaging. With white label, you choose your products and packaging, then receive our quote. The order is confirmed with a deposit, our studio finalizes the design with you, then production is scheduled. Once the order is ready, you pay the balance and delivery is arranged according to your instructions.<\/p><\/div><\/details><details class=\"qa\"><summary><h3>What types of products do you make?<\/h3><span class=\"pm\" aria-hidden=\"true\"><\/span><\/summary><div class=\"ans\"><p>We offer 1,000+ formulas ready to customize, across 6 ranges: face care, body care, hair care, sun protection, baby and mom, and men's care. We also make products for spas, hammams, beauty salons and hotels. Browse our <a href=\"https:\/\/carmelcosmeticslabs.com\/en\/personalized-cosmetics-products-catalog\/\">catalog<\/a>.<\/p><\/div><\/details><details class=\"qa\"><summary><h3>Are your formulas natural or vegan?<\/h3><span class=\"pm\" aria-hidden=\"true\"><\/span><\/summary><div class=\"ans\"><p>Our formulators build on scientific research and Morocco's natural actives, such as argan, prickly pear, rhassoul and black seed. Depending on your needs, we offer paraben-free, sulfate-free, silicone-free, vegan and cruelty-free formulas, as well as certified organic formulas.<\/p><\/div><\/details><details class=\"qa\"><summary><h3>How long does it take to produce an order?<\/h3><span class=\"pm\" aria-hidden=\"true\"><\/span><\/summary><div class=\"ans\"><p>The production timeline is <strong>defined with you in the quote<\/strong>, based on formulas, packaging and quantities. The production completion date is confirmed as soon as your project is approved.<\/p><\/div><\/details><details class=\"qa\"><summary><h3>What water do you use to make my products?<\/h3><span class=\"pm\" aria-hidden=\"true\"><\/span><\/summary><div class=\"ans\"><p>Water is a major cosmetic ingredient: a cream can be more than half water. Our factory is equipped with a reverse osmosis system with UV filtration that demineralizes, purifies and sterilizes the water, and water conductivity is checked every day.<\/p><\/div><\/details><details class=\"qa\"><summary><h3>How should I set the retail price of my products?<\/h3><span class=\"pm\" aria-hidden=\"true\"><\/span><\/summary><div class=\"ans\"><p><a href=\"https:\/\/carmelcosmeticslabs.com\/en\/best-pricing-techniques-for-direct-to-consumer-cosmetics-brands\/\">The retail price<\/a> is your brand's decision. As the manufacturer, we do not set resale prices. It depends on your positioning, audience and sales channels: choose the strategy that gives you the best margin.<\/p><\/div><\/details><details class=\"qa\"><summary><h3>I have my own formula: do you guarantee confidentiality?<\/h3><span class=\"pm\" aria-hidden=\"true\"><\/span><\/summary><div class=\"ans\"><p>Yes. We sign non-disclosure agreements with clients who have industrial or intellectual property to protect.<\/p><\/div><\/details><details class=\"qa\"><summary><h3>Can I supply a specific ingredient for my formula?<\/h3><span class=\"pm\" aria-hidden=\"true\"><\/span><\/summary><div class=\"ans\"><p>It is possible after review by our R&D team, case by case: the ingredient's origin, technical data sheet, safety data sheet, and stability and preservation tests. An ingredient is never accepted automatically.<\/p><\/div><\/details><\/section>\n      <section class=\"hc-group\" id=\"g-emballage\" aria-labelledby=\"h-emballage\"><h2 id=\"h-emballage\">Packaging and design<\/h2><details class=\"qa\"><summary><h3>What packaging options do you offer?<\/h3><span class=\"pm\" aria-hidden=\"true\"><\/span><\/summary><div class=\"ans\"><p>Bottles, jars, airless pumps, tubes and sachets, in plastic or recyclable glass, mid-range and premium. Depending on available models, you choose the capacity, color and finish that suit your brand. <a href=\"https:\/\/carmelcosmeticslabs.com\/en\/cosmetic-packaging-morocco\/\">Explore packaging<\/a>.<\/p><\/div><\/details><details class=\"qa\"><summary><h3>Can I use my own packaging?<\/h3><span class=\"pm\" aria-hidden=\"true\"><\/span><\/summary><div class=\"ans\"><p>Yes. You deliver your packaging to us for filling; we sterilize it before filling. We recommend providing migration tests, the food-contact certificate and technical data sheets for your packaging.<\/p><\/div><\/details><details class=\"qa\"><summary><h3>Can I have unique packaging for my brand?<\/h3><span class=\"pm\" aria-hidden=\"true\"><\/span><\/summary><div class=\"ans\"><p>Yes. We can arrange the import of specific packaging with hands-on support. This option requires a larger budget and more time: we mainly recommend it for brands that have already validated their market.<\/p><\/div><\/details><details class=\"qa\"><summary><h3>Do you offer folding cartons?<\/h3><span class=\"pm\" aria-hidden=\"true\"><\/span><\/summary><div class=\"ans\"><p>Yes, we offer secondary packaging: folding cartons and outer packaging.<\/p><\/div><\/details><details class=\"qa\"><summary><h3>What files should I provide for my label design?<\/h3><span class=\"pm\" aria-hidden=\"true\"><\/span><\/summary><div class=\"ans\"><p>For logos, PNG files with a transparent background, or SVG. For images, high-resolution files. For finished labels, PDF or AI files with fonts and images embedded.<\/p><\/div><\/details><\/section>\n      <section class=\"hc-group\" id=\"g-reglementation\" aria-labelledby=\"h-reglementation\"><h2 id=\"h-reglementation\">Regulations and compliance<\/h2><details class=\"qa\"><summary><h3>Do I need to register my brand?<\/h3><span class=\"pm\" aria-hidden=\"true\"><\/span><\/summary><div class=\"ans\"><p>Yes. Register your trademark with the industrial property office of the country where you sell it (OMPIC in Morocco). Filing is the brand's responsibility.<\/p><\/div><\/details><details class=\"qa\"><summary><h3>Do I need to set up a company to launch a cosmetics brand?<\/h3><span class=\"pm\" aria-hidden=\"true\"><\/span><\/summary><div class=\"ans\"><p>It is not required to get started. However, we recommend setting up a trading company if you plan to grow or export.<\/p><\/div><\/details><details class=\"qa\"><summary><h3>Are your products compliant? Can I sell in the United States and on Amazon?<\/h3><span class=\"pm\" aria-hidden=\"true\"><\/span><\/summary><div class=\"ans\"><p>Our formulas meet EU standards (Regulation (EC) No 1223\/2009), with a Product Information File and safety assessment. Our factory is ISO 22716 certified by Bureau Veritas, and our facility is registered with the FDA (MoCRA) for export to the United States. To sell on Amazon, we provide certificates of analysis (CoA) and safety data sheets (SDS) for your products. <a href=\"https:\/\/carmelcosmeticslabs.com\/en\/cosmetic-product-information-file-pif\/\">Our regulatory support<\/a>.<\/p><\/div><\/details><details class=\"qa\"><summary><h3>How do I handle a customer complaint (irritation, reaction)?<\/h3><span class=\"pm\" aria-hidden=\"true\"><\/span><\/summary><div class=\"ans\"><p>Ask your customer to stop using the product and forward the complaint to your order manager with the batch number. Check with them which products were combined, the order and frequency of application, and any allergy to an ingredient on the INCI list. In Morocco, cosmetovigilance is handled by the Poison Control and Pharmacovigilance Center (CAPM), listed on our labels.<\/p><\/div><\/details><details class=\"qa\"><summary><h3>What information must appear on the label?<\/h3><span class=\"pm\" aria-hidden=\"true\"><\/span><\/summary><div class=\"ans\"><p>Product name, nominal content, directions for use, precautions, name and address of the responsible person, ingredient list (INCI), batch number and durability date, in the official language of the country of sale. Claims must stay cosmetic: a cosmetic product cleanses, protects or beautifies; it does not treat.<\/p><\/div><\/details><\/section>\n      <section class=\"hc-group\" id=\"g-commande\" aria-labelledby=\"h-commande\"><h2 id=\"h-commande\">Orders and delivery<\/h2><details class=\"qa\"><summary><h3>What are the payment terms?<\/h3><span class=\"pm\" aria-hidden=\"true\"><\/span><\/summary><div class=\"ans\"><p>The order is confirmed on receipt of a 70% deposit by bank transfer. The 30% balance is paid before delivery, by transfer, deposit, or in cash for orders under 5,000 dirhams. Checks are not accepted. A commercial invoice accompanies every order.<\/p><\/div><\/details><details class=\"qa\"><summary><h3>Can I export my products?<\/h3><span class=\"pm\" aria-hidden=\"true\"><\/span><\/summary><div class=\"ans\"><p>Yes. We manufacture for brands in 35+ countries, across Europe, North America and <a href=\"https:\/\/carmelcosmeticslabs.com\/en\/cosmetics-manufacturer-gcc\/\">the Middle East<\/a>.<\/p><\/div><\/details><details class=\"qa\"><summary><h3>Do you deliver? Who handles customs?<\/h3><span class=\"pm\" aria-hidden=\"true\"><\/span><\/summary><div class=\"ans\"><p>We deliver worldwide through partner carriers specialized in domestic and international shipping. Freight forwarding and customs clearance remain the client's responsibility; we provide assistance case by case.<\/p><\/div><\/details><details class=\"qa\"><summary><h3>The product I received does not match my order: what should I do?<\/h3><span class=\"pm\" aria-hidden=\"true\"><\/span><\/summary><div class=\"ans\"><p>Contact your order manager as soon as possible and send your complaint to contact@carmelcos.com, with photos and your order number. We will handle your request as quickly as possible.<\/p><\/div><\/details><\/section>\n      <div class=\"hc-empty\" id=\"hc-empty\" hidden>\n        <h2>No answer for \u201c<span id=\"hc-term\"><\/span>\u201d<\/h2>\n        <p>Ask our team directly: they will reply by WhatsApp, email or phone.<\/p>\n        <a class=\"btn btn-wa-s\" href=\"https:\/\/wa.me\/212761511711\" target=\"_blank\" rel=\"noopener\"><svg class=\"ico\"><use href=\"#i-chat\"\/><\/svg>Message us on WhatsApp<\/a>\n      <\/div>\n    <\/div>\n  <\/div>\n<\/section>\n<section style=\"padding-block:clamp(24px,4vw,48px) clamp(40px,6vw,80px)\">\n  <div class=\"wrap\">\n    <div class=\"final\">\n      <div>\n        <h2>Ready to launch your range?<\/h2>\n        <p>Describe your project: you get a formula selection and a detailed quote, with no obligation.<\/p>\n      <\/div>\n      <div class=\"actions\">\n        <a class=\"btn\" href=\"https:\/\/carmelcosmeticslabs.com\/en\/request-a-quote\/\">Free consultation <span class=\"knob\"><svg class=\"ico\"><use href=\"#i-arrow\"\/><\/svg><\/span><\/a>\n        <a class=\"btn btn-wa\" href=\"https:\/\/carmelcosmeticslabs.com\/en\/contact\/\"><span>Contact us<\/span><span class=\"knob\"><svg class=\"ico\"><use href=\"#i-arrow\"\/><\/svg><\/span><\/a>\n      <\/div>\n    <\/div>\n  <\/div>\n<\/section>\n<script type=\"application\/ld+json\">{\"@context\": \"https:\/\/schema.org\", \"@type\": \"FAQPage\", \"mainEntity\": [{\"@type\": \"Question\", \"name\": \"Who is Carmel Cosmetics Labs?\", \"acceptedAnswer\": {\"@type\": \"Answer\", \"text\": \"Carmel Cosmetics Labs is a cosmetics lab and B2B manufacturer based in A\u00eft Melloul, Greater Agadir, Morocco. 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For finished labels, PDF or AI files with fonts and images embedded.\"}}, {\"@type\": \"Question\", \"name\": \"Do I need to register my brand?\", \"acceptedAnswer\": {\"@type\": \"Answer\", \"text\": \"Yes. Register your trademark with the industrial property office of the country where you sell it (OMPIC in Morocco). Filing is the brand's responsibility.\"}}, {\"@type\": \"Question\", \"name\": \"Do I need to set up a company to launch a cosmetics brand?\", \"acceptedAnswer\": {\"@type\": \"Answer\", \"text\": \"It is not required to get started. However, we recommend setting up a trading company if you plan to grow or export.\"}}, {\"@type\": \"Question\", \"name\": \"Are your products compliant? Can I sell in the United States and on Amazon?\", \"acceptedAnswer\": {\"@type\": \"Answer\", \"text\": \"Our formulas meet EU standards (Regulation (EC) No 1223\/2009), with a Product Information File and safety assessment. Our factory is ISO 22716 certified by Bureau Veritas, and our facility is registered with the FDA (MoCRA) for export to the United States. To sell on Amazon, we provide certificates of analysis (CoA) and safety data sheets (SDS) for your products. Our regulatory support.\"}}, {\"@type\": \"Question\", \"name\": \"How do I handle a customer complaint (irritation, reaction)?\", \"acceptedAnswer\": {\"@type\": \"Answer\", \"text\": \"Ask your customer to stop using the product and forward the complaint to your order manager with the batch number. Check with them which products were combined, the order and frequency of application, and any allergy to an ingredient on the INCI list. In Morocco, cosmetovigilance is handled by the Poison Control and Pharmacovigilance Center (CAPM), listed on our labels.\"}}, {\"@type\": \"Question\", \"name\": \"What information must appear on the label?\", \"acceptedAnswer\": {\"@type\": \"Answer\", \"text\": \"Product name, nominal content, directions for use, precautions, name and address of the responsible person, ingredient list (INCI), batch number and durability date, in the official language of the country of sale. Claims must stay cosmetic: a cosmetic product cleanses, protects or beautifies; it does not treat.\"}}, {\"@type\": \"Question\", \"name\": \"What are the payment terms?\", \"acceptedAnswer\": {\"@type\": \"Answer\", \"text\": \"The order is confirmed on receipt of a 70% deposit by bank transfer. The 30% balance is paid before delivery, by transfer, deposit, or in cash for orders under 5,000 dirhams. Checks are not accepted. A commercial invoice accompanies every order.\"}}, {\"@type\": \"Question\", \"name\": \"Can I export my products?\", \"acceptedAnswer\": {\"@type\": \"Answer\", \"text\": \"Yes. We manufacture for brands in 35+ countries, across Europe, North America and the Middle East.\"}}, {\"@type\": \"Question\", \"name\": \"Do you deliver? Who handles customs?\", \"acceptedAnswer\": {\"@type\": \"Answer\", \"text\": \"We deliver worldwide through partner carriers specialized in domestic and international shipping. Freight forwarding and customs clearance remain the client's responsibility; we provide assistance case by case.\"}}, {\"@type\": \"Question\", \"name\": \"The product I received does not match my order: what should I do?\", \"acceptedAnswer\": {\"@type\": \"Answer\", \"text\": \"Contact your order manager as soon as possible and send your complaint to contact@carmelcos.com, with photos and your order number. 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