Refund Policy
Return‑Refund Policy
Order Cancellation You may cancel your order free of full refund before the makeup items are produced or shipped out. Once the package has been dispatched from our warehouse, order cancellation requests cannot be accepted.
Return Eligibility & Time Limit We support returns for all kivellae cosmetics and skincare products. You must submit return application via online customer service within 30 calendar days after you receive the parcel.
To be eligible for return: Products are unopened, unused, unswatched, with original intact packaging, no scratch, stain or damage; Liquid makeup, cream skincare, mask and lip gloss cannot be returned once opened for hygiene safety reasons; You need to provide valid purchase order receipt when applying for return; Please send returned goods to our return warehouse address: Unit 104, Building 2, China Phoenix Building, No. 2008 Shennan Avenue, Fuzhong Community, Lianhua Subdistrict, Futian District, Shenzhen.
Return cost rules: Customers only bear one‑time shipping fee at most (including return back shipping). We will not charge any restocking fee for eligible returned beauty products.
Refund Process After we receive and inspect your returned goods, we will send a site message to notify you of receipt status; We will confirm refund approval or rejection within 3 working days after inspection; If approved, the full payment will be refunded to your original payment account (credit card, PayPal etc.), the arrival time depends on the processing cycle of payment institutions, generally 3–10 working days.
Late or Missing Refunds If you do not receive the refund after approval: Check your bank account balance first; Contact your card issuing bank or payment platform for refund processing progress; Reach out to online customer service for assistance in tracking the refund record.
Company Information
Operating Company: Shenzhen Jiajinlong Cultural Media Co., Ltd.
Company Address: Unit 104, Building 2, China Phoenix Building, No. 2008 Shennan Avenue, Fuzhong Community, Lianhua Subdistrict, Futian District, Shenzhen
Support Email: service@kivellae.com
Contact Phone: 14721563178
Business Hours: Monday to Friday: 9:00 AM‑5:00 PM