General Policy

We are committed to providing high-quality beauty products and ensuring customer satisfaction. However, due to hygiene and safety reasons, most products cannot be returned once shipped.

Exceptions to the Return and Refund Policy

2.1 Product Not Received

If you have not received your order within the estimated delivery time provided at checkout, please contact our customer service team at xixizhou00@gmail.com immediately. We will investigate the issue with the carrier. If the package is confirmed to be lost in transit, you may choose either:

  • A free replacement, or

  • A full refund

2.2 Product Quality Issues

We take pride in the quality of our beauty products. However, if you receive a product with obvious quality issues such as damaged items, leakage, incorrect shade, missing components, or any other manufacturing defect, please contact our customer service team within 3 days of receiving the product.

Please provide clear photos of the issue along with your order details. Once we confirm the problem, we will offer one of the following options:

  • Replacement: We will send you a new product free of charge to replace the defective item.

  • Full Refund: If you do not wish to receive a replacement, we will issue a full refund to your original payment method.

How to Request a Return or Refund

To request a return or refund based on the exceptions listed above, please follow these steps:

  • Contact our customer service team at xixizhou00@gmail.com and clearly state the reason for your request (product not received or product quality issue).

  • Provide necessary information including your order number, name, and contact information.

  • If the issue is quality-related, please include clear photos showing the problem.

Our customer service team will respond within 3 business days and guide you through the next steps.

Refund Processing Time

Once your refund request is approved, the refund will be processed within 5 days, and the amount will be returned to the original payment method used for the purchase.

Please note: the time it takes for the refund to appear in your account may vary depending on your payment service provider.

Return and Exchange Shipping Costs

  • If a replacement is required due to verified quality issues, we will cover the shipping costs.

  • If the package is not received due to an incorrect address provided by the customer, the customer may be responsible for any additional shipping costs incurred to resend the package.

Additional Notes

  • If the return is due to the consumer’s personal reasons, the consumer is responsible for the return shipping costs. The exact cost depends on the courier service chosen.

  • If the damage or incorrect product was caused by us, the consumer will not be responsible for any shipping costs incurred due to the issue.

We hope this return and refund policy is clear and provides you with all necessary information regarding our return and refund process. If you have any questions, please feel free to contact our customer service team at xixizhou00@gmail.com.