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. 

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.

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. 

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!

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.

Yes, we will ship anywhere in the world. However, shipping fees may vary by location. 

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!

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!

Orders will ship no more than 3 business days after you place your order. After your order is processed, your package will arrive within 7 to 15 business days. 

Right now, we are able to offer express shipping to the United States only, but we are working on setting up channels for elsewhere in the world as well. If you opt for the express shipping option to the US, your order will be shipped via FedEx. 

With the exception of FedEx deliveries to the US, all shipments are sent through China Post from our facilities in Shanghai, China and are handed over to the destination country’s national postal service upon arrival in the destination country. The destination country’s national postal service will then handle the delivery from that point onwards. 

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.

With the exception of FedEx deliveries to the US, all shipments are sent through China Post 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, 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 if there is anything out of the ordinary with your shipment. 

We always announce re-stocks on social media. Please subscribe for all announcements.

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. 

Yes, all of our products are vegan. We carefully screen each formula and product for animal derived ingredients during the product development stage. 

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 1^st, 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.

We currently accept all major cards including: Visa, MasterCard, American Express, and Discover credit or debit cards. We also accept PayPal and Alipay!

Yes, as long as it is a major credit card company (Visa, MasterCard, American Express, Discover, JCB, and Diners Club International).