FAQs

Frequently Asked Questions (FAQ)

Orders

Can I cancel my order?

Yes. Orders may be canceled within 24 hours of purchase, provided they have not yet entered the fulfillment process.

Once an order has been fulfilled or shipped, it can no longer be canceled. If your order has already been processed, please refer to our Return & Refund Policy for available options.

Can I change my shipping address after placing an order?

If your order has not yet been fulfilled, we may be able to update your shipping address.

Please contact us as soon as possible. Once an order has entered fulfillment or has shipped, we are unable to make changes to the shipping address.

Can I change or add items to my order?

We can only modify orders that have not yet entered fulfillment. Contact us immediately after placing your order, and we'll do our best to accommodate your request.

I entered the wrong shipping address. What should I do?

Please contact us immediately. If your order has not been fulfilled, we'll update your address whenever possible.

If your order has already shipped, we cannot guarantee that address changes can be made. Customers are responsible for providing the correct shipping information at checkout.

Shipping

Where do you ship?

We currently ship to most countries worldwide. Shipping availability may vary depending on your location.

How long does shipping take?

Estimated delivery times are:

United States & Canada: 10–20 business days
Europe: 10–20 business days
Australia & New Zealand: 10–20 business days
Other International Locations: 20–40 business days

Please note that these are estimated delivery times and are not guaranteed.

How long does it take to process my order?

Orders are typically processed within 1–3 business days before they are shipped.

Processing times may be longer during holidays, promotional events, or periods of high order volume.

How can I track my order?

Once your order ships, you'll receive a shipping confirmation email with a tracking number.

Tracking information may take 24–72 hours to update after your package has been shipped.

Why hasn't my tracking updated?

Tracking updates can occasionally be delayed while your package is in transit between shipping facilities or while it is being processed by customs.

If your tracking hasn't updated for several days, please contact us and we'll be happy to assist.

Will my order arrive in multiple packages?

Yes. If your order contains multiple products, they may be shipped separately depending on inventory availability and warehouse locations.

Returns & Refunds

What is your return policy?

We only accept returns and issue refunds for items that arrive damaged or defective. We do not accept returns for change of mind, incorrect orders, or any other reason outside of damage or defect. Please refer to our Return & Refund Policy for full details.

What should I do if my item arrives damaged or defective?

Please contact us within 7 days of delivery.

Include:

Your order number
A description of the issue
Clear photos of the damaged product and packaging

We'll review your claim and work with you to provide an appropriate resolution, which may include a replacement or refund.

I received the wrong item. What should I do?

We sincerely apologize. Please contact us within 7 days of receiving your order with photos of the item you received and your order number. We'll work quickly to resolve the issue.

Products

Are your skincare products authentic?

Yes. We source our products through trusted suppliers and partners to ensure you receive genuine, high-quality skincare products.

Can I use your products if I have sensitive skin?

Everyone's skin is unique. We recommend performing a patch test before using any new skincare product.

If irritation occurs, discontinue use and consult your healthcare provider.

Payments

What payment methods do you accept?

We accept major credit and debit cards, Shop Pay, Apple Pay, Google Pay, PayPal (where available), and other payment methods offered through Shopify at checkout.