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?
If your purchase is damaged, please send a photo of the damaged item(s) to us at email@example.com within 7 days of receiving your order with the subject line DAMAGED and include your name and order number. If the item cannot be repaired, we will reship you a replacement free of charge.
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 firstname.lastname@example.org 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.
Why have I not received 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 email@example.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 firstname.lastname@example.org 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 email@example.com as soon as possible, and we will let you know if your order can still be changed.
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.
If the tracking link is not convenient to use, you can enter the tracking number manually at www.trackdog.com. This site is the best option for tracking our packages at this time because we ship with a wide variety of services (depending on the destination), and this site can show tracking updates for hundreds of different tracking number types.
Do you ship internationally?
Yes. Please check our shipping policy for details.
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?
We are currently relying on third-party logistics companies for international shipping. Each of these companies handles a small group of countries; we are constantly looking for the best options and working with them to expanding our shipping capabilities to their pre-COVID level.
Normally you order will be processed in 3-5 days after you order, as some of the third-party logistics companies we work with have few flights each week available for many countries. In peak times (for example, the week after a new product launch), it may take a bit longer than 5 days to get your order shipped out.
Please check our shipping policy for details about where we can ship to and the estimated shipping times. For most countries, the delivery will take 14-28 days. 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.
Which carrier handles shipments?
Currently, all orders are shipped through third party logistics companies or China Post. Deliveries to one destination country may be handled by a single company or a small group of companies. Please contact us if you would like more information about the logistics company handling shipments to your country or if your package is being shipped via China Post.
My tracking hasn't updated in days; what's going on?
All shipments are sent through 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 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 by sending us an email at firstname.lastname@example.org and we will find out what’s going on.
What if my tracking shows "Not Found"?
If your tracking shows “Not Found” for more than 3 days, please send us an email at email@example.com as soon as you can. It is normal for tracking to show “Not Found” for 2-3 days, but afterwards it may indicate an issue.
It is possible that your tracking number will need to be reissued. This can happen for a number of reasons; either the initial shipment was rejected by customs, the original shipping label was damaged before shipment, or the best method of shipment to your country was updated unexpectedly.
We also monitor tracking numbers for the “Not Found” status and will automatically update your tracking number if there are any issues. The tracking number on your tracking link will automatically update in this case!
What if my package is stolen?
We have been aware this year of a sharp increase in package theft across world and especially in the US. Unfortunately, we do not and cannot bear the responsibility for stolen packages, which is something that it is impossible for us to prevent.
If your package has been stolen, please consult the appropriate department of your local police station regarding this package theft and they will be able to provide more assistance.
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. 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 and Tax
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).
Why is my card being declined?
Unless you are purchasing from China, your credit card provider will consider purchases on our site to be international transactions. If your credit card is set up to block international transactions, you may need to call them to lift this restriction before you are able to make a purchase on our site.
Also, we are unable to accept gift cards at this time due to Shopify’s policies (the company that hosts our site). If this changes, we will make an announcement!
Will I be taxed VAT upon package delivery in the EU?
No. We are aware of the policy change taking place on July 1st, 2021 and we are now IOSS registered. Therefore, the price you pay on our website includes taxes, and you should not be taxed again when receiving the package. It is extremely unlikely to happen, but if you are still taxed extra, please take a photo of your tax form and we will refund you the tax value.