FAQ
Frequently Asked Questions
1. How long will it take to receive my order?
Total delivery time equals order processing time plus shipping time. Our general processing time is 1–5 business days. The shipping time varies by destination, normally 9–18 business days. Delivery may be delayed during peak seasons, holidays, customs clearance or bad weather.
2. Do you offer free shipping?
Yes. Free shipping is available for orders with a total value over $59.98. You can check the shipping cost at checkout before completing payment.
3. What is your return & exchange time window?
You may contact our customer service to apply for return or exchange within 14 days after your package is marked “Delivered”. For wrong or damaged items, please reach out to us within 24 hours after receiving your parcel.
4. What conditions must items meet to be eligible for return?
Items must be unopened, unused and unaltered, with all original seals, boxes and packaging intact. Products need to be clean and in resalable condition. Opened, tested or partially used cosmetics, custom-made items and clearance goods cannot be returned for hygiene reasons.
5. Who covers the return shipping cost?
Customers are responsible for return shipping fees and any related customs or clearance charges. We do not accept cash-on-delivery return parcels. Please keep your tracking number and share it with our support team.
6. What ingredients are your beauty and makeup products made of?
We carefully select safe beauty ingredients for our cosmetics, including plant extracts, hyaluronic acid, vitamin complexes, natural oils and gentle emulsifiers. Full ingredient lists, allergen warnings and formula details are clearly listed on each product page and outer packaging for your reference.
7. Are your beauty products tested for quality before shipment?
Yes. Every cosmetic product undergoes quality inspection before packing and dispatch. Our sourcing team checks batch safety, packaging integrity and product condition. If you receive broken, leaking or defective goods, please contact us with photos within 24 hours.
8. Are your cosmetics cruelty-free and suitable for sensitive skin?
Most of our beauty products are cruelty-free and not tested on animals. Skin suitability varies by individual. We strongly recommend doing a patch test on your inner wrist before full facial use. For sensitive skin, please check ingredient lists for known allergens on the product page.
9. Can I cancel my order after placing it?
You can cancel your order for free within 24 hours if it has not been shipped. Once the package is dispatched, cancellation is no longer available. You may contact us after receiving the package to apply for a return if needed.
10. How do I contact customer support if I have other questions?
You can reach us via email service@ralvinah.com or call 15821896378 during working hours (Monday to Friday, 9:00 AM–5:00 PM). Email replies will be sent within 24–48 working hours. Please include your order number to speed up the process.
Operating Company: Guangzhou Huandu Trading Co., Ltd.
Company Address: Room Q4039, Unit B4, 15th Floor, No. 33 Huangpu Avenue West, Tianhe District, Guangzhou
Support Email: service@ralvinah.com
Contact Phone: 15821896378
Business Hours: Monday to Friday: 9:00 AM-5:00 PM