Last updated: July 27, 2026
We want orders to arrive as agreed and in good condition. This policy distinguishes between standard products purchased through the online shop and products made or customized for a private-label, OEM, or wholesale project.
Standard online-shop products
You may request a return of an eligible standard product within 30 days after delivery. To qualify, the product must be unused, unwashed, undamaged, and returned with its original packaging and accessories.
For hygiene and quality-control reasons, used makeup brushes, used puffs or sponges, personalized products, gift cards, downloadable items, and products marked final sale cannot be returned unless they arrived damaged, defective, or different from what was ordered.
Private-label, OEM, and custom orders
Custom products are made against an approved specification, sample, artwork, color, logo, packaging requirement, or purchase order. They cannot normally be cancelled or returned after production has started. This does not limit a customer’s right to raise a claim where delivered goods materially fail to match the mutually approved specification or agreed quality standard.
Any project-specific inspection, acceptance, claim, replacement, or credit terms stated in an accepted quotation, proforma invoice, purchase order, or supply agreement will take priority over this general policy.
Damaged, defective, or incorrect goods
Inspect the shipment promptly after delivery. If an item is damaged, defective, missing, or incorrect, contact us as soon as reasonably possible and include:
- your order or quotation number;
- a clear description of the issue;
- photographs or video showing the product, packaging, shipping label, and affected quantity; and
- the remedy you are requesting.
Keep the product and packaging until we confirm the next step. We may ask for additional evidence or inspection before approving a replacement, refund, credit, or other resolution.
How to request a return
- Email Alice931206@outlook.com before sending anything back.
- Include the order number, product name, quantity, reason, and relevant photos.
- Wait for return authorization and the correct return address.
- Package the approved goods securely and use a trackable service.
Returns sent without authorization, to an address not provided by us, or with unpaid postage may be refused.
Return shipping
For an approved return caused by our error or a verified defect, we will agree an appropriate return or replacement method with you. For a discretionary return of an eligible standard product, the customer is responsible for return shipping and any non-refundable original shipping charge, unless applicable law requires otherwise.
Refunds
After an approved return is received and inspected, we will notify you of the outcome. Approved refunds are issued to the original payment method. PayPal, banks, and card issuers may require additional processing time after we initiate a refund.
We may deduct an amount for missing parts, damaged packaging, use beyond reasonable inspection, or other loss in value where permitted by applicable law.
Cancellations
Contact us immediately if you need to cancel a standard order. We cannot guarantee cancellation after fulfilment has started. Custom or OEM projects follow the cancellation and deposit terms in the accepted quotation or order documents.
Contact
Email Alice931206@outlook.com or call +86 731 2326 7998.