Help Center
FAQs
Orders
How do I return or exchange my item?
With exception of items damaged from shipping, all sales are final once are received; we do not accept returns or exchanges. This is because your shipping costs will be higher than ours if you return your item, and we cannot accept payments for return shipping.
What do I do if I receive a damaged product?
We offer replacements free of charge in the case of damaged products. If your purchase is damaged, please send a photo of the damaged item(s) to us at support@kaleidoscosmetics.com within 7 days of receiving your order with the subject line DAMAGED and include your name and order number.
What do I do if I received the wrong product?
Occasionally mistakes are made when fulfilling and packing orders. If you did not receive an item you ordered, please send a photo of the item(s) you received to us at support@kaleidoscosmetics.com within 7 days of receiving your order with the subject line WRONG PRODUCTS and include your name and order number. We will send you the missing products immediately.
Where is my order confirmation?
There are a few reasons you may not have received an order confirmation:
· Your order confirmation may be stuck in your spam folder. Make sure to check there first.
· Your order may not have been successfully submitted. If you were charged and do not have an order confirmation, please email us at support@kaleidoscosmetics.com!
· The email you entered on checkout is the only contact information we have from you. If there is a typo in the email entered, you will not receive any notifications. Email us at support@kaleidoscosmetics.com if you think there may be a typo and we will fix it!
Can I change or cancel my order?
Orders submitted on our website process and ship very quickly, and we may not be able to change your order details. Just contact us at support@kaleidoscosmetics.com as soon as possible, and we will let you know if your order can still be changed.
Shipping
Do you ship internationally?
COVID-19 EDIT: Currently, we can ship to the following countries:
EAST ASIA: (14-day shipping)
Macao
Taiwan
Hong
Kong
S
Korea
Japan
ASIA, MIDDLE EAST: (14 to 21-day shipping)
Azerbaijan
Bahrain
Bangladesh
Cambodia
India
Indonesia
Iran
Israel
Jordan
Kazakhstan
Kuwait
Laos
Lebanon
Malaysia
Mongolia
Nepal
Oman
Pakistan
Philippines
Qatar
Saudi
Arabia
Singapore
Sri
Lanka
Thailand
Turkey
UAE
Uzbekistan
Vietnam
AUSTRALIA/OCEANA
(14 to 21-day shipping)
Australia
New Zealand
Papua New Guinea
NORTH
AMERICA (14-21 day shipping)
United
States (FEDEX OPTION for 10 day shipping)
Canada
Mexico
EUROPE: (14 to 21-day shipping)
Austria
Belarus
Belgium
Bulgaria
Croatia
Cyprus
Czech
Republic
Denmark
Estonia
Ireland
Finland
France
Germany
Greece
Hungary
Italy
Latvia
Lithuania
Luxembourg
Malta
Netherlands
Norway
Poland
Portugal
Romania
Russia
Spain
Sweden
Switzerland
Ukraine
United
Kingdom
SOUTH AMERICA, CENTRAL AMERICA, CARIBBEAN (45-day shipping)
Argentina
Brazil
Chile
Colombia
Costa
Rica
Cuba
Guyana
Panama
Peru
Uruguay
AFRICA (45-day shipping)
Algeria
Botswana
Burkina
Faso
Chad
Congo
(DRC)
Cote
d'Ivoire
Djibouti
Egypt
Ethiopia
Gabon
Ghana
Guinea
Kenya
Madagascar
Mali
Morocco
Mozambique
Niger
Nigeria
Republic
of Congo
Rwanda
Senegal
South
Africa
Tunisia
Uganda
This list is subject to change; we will be adding more countries as shipping options become available to us. If your country is not included here and you would like to make a purchase, please send us an email at support@kaleidosmakeup.com and we will try to find a shipping solution for you. However, we cannot guarantee this for countries not included here at the moment.
Note: If you are charged customs duties in the country you ordered from when you receive your package, please send us the record of your customs payment and we will refund it right away!
How much does international shipping cost?
As we work to find more efficiency and reliable shipping channels this year, shipping costs have gradually increased. International shipping is now $8 to $10 per order (depending on the destination country) for orders under $100 USD and FREE for orders over $100 USD.
Where do you ship from?
We ship all orders from our facilities in Shanghai, China, where we are based. If you are ordering from within China, please order from our TMall store Kaleidos万花镜 for domestic shipping!
How long does shipping take?
COVID-19 EDIT:
Normally, we use ePacket delivery to ship internationally; when shipping in this way, your package is placed in the cargo space on a commercial aircraft and flown your country, at which point it is picked up by your country’s postal service and delivered to your address.
In recent months, commercial flights around the world have been drastically reduced so we are currently relying on third-party logistics companies for international shipping. Each of these companies handles a single country or a small group of countries; we are constantly looking for the best options and working with them to expand our shipping capabilities to their pre-COVID level.
Orders will ship no more than 7 days after you order, as the third-party logistics companies we work with have only one flight per week available for many countries.
Currently, here is where we can ship to and the estimated shipping times. With a few exceptions, the shipping times are all slower than normal due to COVID-19. If your order takes longer than 35 days to reach you, we will refund you 30%, and if it takes longer than 42 days, we will refund you in full or reship your order.
If you are ordering from a zone where the estimated shipping time is 45 days, you are eligible for a 30% refund if the delivery takes over 45 days, and a full refund after 52 days.
EAST
ASIA: (14-day shipping)
Macao
Taiwan
Hong
Kong
S
Korea
Japan
ASIA, MIDDLE EAST: (14 to 21-day shipping)
Azerbaijan
Bahrain
Bangladesh
Cambodia
India
Indonesia
Iran
Israel
Jordan
Kazakhstan
Kuwait
Laos
Lebanon
Malaysia
Mongolia
Nepal
Oman
Pakistan
Philippines
Qatar
Saudi
Arabia
Singapore
Sri
Lanka
Thailand
Turkey
UAE
Uzbekistan
Vietnam
AUSTRALIA/OCEANA
(14 to 21-day shipping)
Australia
New Zealand
Papua New Guinea
NORTH
AMERICA (14-21 day shipping)
United
States (FEDEX OPTION for 10 day shipping)
Canada
Mexico
EUROPE: (14 to 21-day shipping)
Austria
Belarus
Belgium
Bulgaria
Croatia
Cyprus
Czech
Republic
Denmark
Estonia
Ireland
Finland
France
Germany
Greece
Hungary
Italy
Latvia
Lithuania
Luxembourg
Malta
Netherlands
Norway
Poland
Portugal
Romania
Russia
Spain
Sweden
Switzerland
Ukraine
United
Kingdom
SOUTH AMERICA, CENTRAL AMERICA, CARIBBEAN (45-day shipping)
Argentina
Brazil
Chile
Colombia
Costa
Rica
Cuba
Guyana
Panama
Peru
Uruguay
AFRICA (45-day shipping)
Algeria
Botswana
Burkina
Faso
Chad
Congo
(DRC)
Cote
d'Ivoire
Djibouti
Egypt
Ethiopia
Gabon
Ghana
Guinea
Kenya
Madagascar
Mali
Morocco
Mozambique
Niger
Nigeria
Republic
of Congo
Rwanda
Senegal
South
Africa
Tunisia
Uganda
This list is subject to change; shipping times will likely improve over the coming months, and we will continue adding more countries as these options become available to us.
Which carrier handles shipments?
COVID-19 EDIT:
Currently, all orders are shipped through third party
logistics companies. Each of these companies handle deliveries to a single
company or small group of companies. Please contact us if you would like more
information about the logistics company handling shipments to your country.
How do I track my order?
A few days after your order, you'll receive a shipment confirmation email with your tracking number and a tracking link. Please allow up to 48 hours for your tracking code to become active.
My tracking hasn't updated in days; what's going on?
With the exception of FedEx deliveries to the US, all shipments are sent through China Post or third-party logistics companies from our facilities in Shanghai, China and are handed over to the destination country’s national postal service upon arrival in the destination country.
When the package is handed off from China Post or the third-party logistics company, it is placed in a distribution center in the destination country to be picked up by the destination country’s national postal service. Often there is a period of 7-10 days during which the package is waiting in a distribution center upon arrival to be picked up and scanned into the tracking system of the destination country’s postal service.
During this time, the tracking will not show any updates. Occasionally this stage of the delivery can take longer than 10 days. If your tracking has not updated in 10 days or more, please let us know and we will find out
Products
The product I want is out of stock. When will it be back in stock?
We always announce re-stocks on social media. Please subscribe for all
announcements.
Are your products cruelty free?
Yes. Our suppliers do not test ingredients nor final products on animals. Both our raw materials venders and our manufacturers use only chemical testing to ensure the safety of our products.
Are your products vegan?
Yes, all of our products are vegan, with the exception of the Tone Activator Eye Primer, which contains beeswax. We carefully screen each formula and product for animal derived ingredients and formulate them without these ingredients whenever possible during the product development stage.
How can you be cruelty free if you are based in China?
Since we began in 2018, cosmetics made in China have never been required to be tested on animals. This applies to cosmetics sold online and in brick-and-mortar stores. Only cosmetics that were made outside of China and then imported into China were required by the government to be tested on animals. However, this requirement was lifted as of January 1st, 2020. Now there are zero requirements for animal testing on cosmetics in China.
In China, whether to test on animals or not is always the decision of the manufacturer. Our raw materials venders and manufacturers do not test on animals, and instead are committed strictly to chemical testing.
Billing
What methods of payment do you accept?
We currently accept all major cards including: Visa, MasterCard, and American
Express credit or debit cards. We also accept PayPal and Alipay!
Do you accept international credit cards?
Yes, as long as it is a major credit card company (Visa, MasterCard,
American Express).