FAQ

Skincare & Makeup

Q1：How do I choose the right beauty products for my skin?

A：Start with identifying your skin type and your skin goals. If you are unsure which products suit you, keep your skincare routine simple and introduce only one new product at a time.

Q2：What is the correct order for my skincare routine?

A：Morning routine: cleanser → treatment / serum → moisturizer → sunscreen. Evening routine: cleanser → treatment / serum → moisturizer.

Q3：Can I use your products if I have sensitive skin?

A：We recommend a gentle skincare routine for sensitive skin. Always do a patch test before using new products. Avoid layering multiple strong active ingredients at once. Stop using immediately if your skin feels irritated or uncomfortable.

Q4：How often should I exfoliate my skin?

A：Do not over-exfoliate. Start with once per week and observe your skin’s reaction. Always follow the instructions on the product, and remember to apply sunscreen during daytime.

Q5：How can I keep my makeup fresh all day?

A：Start with well-moisturized skin. Apply makeup in thin layers and wait for each layer to set. A small amount of setting product helps makeup stay comfortable and last longer.

Order & Cancellation

Q6：Can I cancel my order?

A：You can cancel your order for a full free refund before your makeup items go into production or are shipped. Once the package is dispatched from our warehouse, order cancellation requests cannot be accepted.

Q7：How long does it take to process my order?

A：Orders are normally processed within 1–3 business days after successful payment for production, packaging and shipment preparation. Processing is paused on weekends and statutory holidays, and pending orders will resume on the next business day. Processing time does not include shipping transit time or customs delays.

Q8：Can I modify my shipping address after placing an order?

A：You may contact our customer service within 24 hours after placing the order (before shipment) to request address changes. Once the parcel leaves our warehouse, the delivery address, recipient info and shipping method cannot be changed. We reserve the right to reject modification requests if warehouse processing has started.

Return Policy

Q9：Am I eligible to return VIVEHUE cosmetics and skincare products?

A：All VIVEHUE cosmetics and skincare products support returns. You need to submit your return application within 30 calendar days after receiving your parcel.

Q10：What are the return requirements?

A：Full-size main products must stay unopened, unused and unswatched. Returns will be rejected once the seal of full-size products is broken. Complimentary trial / sample-sized items can be opened and tested; opening samples will not affect return eligibility of unopened full-size goods. Products must be returned with original intact packaging, without scratches, stains or damage.

Q11：Which items cannot be returned?

A：For hygiene and safety reasons, liquid makeup, cream skincare, face masks and lip gloss are non-returnable once the full-size packaging seal is opened.

Q12：How do I submit a return?

A：1. Email our customer support at service@vivehue.com to submit your return application and provide your valid purchase receipt for verification. 2. Wait for our reply with the designated return warehouse address. 3. Pack your products securely and ship them to the provided address. ⚠️ Do NOT send returned goods directly to our raw material manufacturer. Only use the return address provided by support.

Q13：Who pays for return shipping?

A：- Change-of-mind return (personal reason): You cover the return shipping cost. Only one-time return shipping fee will be charged. No restocking fee for qualified returns.

Defective / damaged / wrong items (our fault): We bear all return shipping costs.

Refund

Q14：When will I get my refund after returning goods?

A：After we receive and inspect your returned package, we will send you a receipt notification. We will confirm refund approval or rejection within 3 working days after inspection. If approved, funds will be returned to your original payment account (credit card, PayPal, etc.). Refunds usually take 3–10 working days to arrive, depending on your payment provider’s processing cycle.

Q15：I got refund approval but haven’t received the money. What should I do?

A：First check your bank balance. Contact your bank or payment platform to check the refund progress. You can also email service@vivehue.com and ask us to track your refund record.

Shipping & Delivery

Q16：Where will my order be shipped from?

A：Depending on inventory and destination, orders may be fulfilled from our partner facilities in China, Hong Kong, the US or other locations. The fulfilment location will not affect product quality, price or your order rights.

Q17：What is the estimated delivery time?

A：Estimated shipping time after dispatch (excluding processing time, customs hold-ups and unexpected delays):

North America: 7‑15 business days
European Economic Area (EEA): 8‑18 business days
Southeast Asia: 5‑12 business days
Other regions: 10‑25 business days

Q18：Do you offer free shipping?

A：Orders of US$50 or more qualify for free standard shipping. Geographic restrictions or promotion terms will be displayed at checkout before payment.

Q19：Who is responsible for customs duties and import taxes?

A：For all cross-border orders, all import duties, consumption taxes, customs clearance fees and local administrative charges shall be paid by customers. VIVEHUE and Jilin Zhongyu Trading Co., Ltd have no control over local customs inspection, tax decisions or parcel detention, and take no liability for costs or losses caused by customs procedures.

Q20：What happens if my parcel is delayed or lost?

A：Delivery times are estimates and not guaranteed. Delays may be caused by logistics congestion, customs checks, extreme weather or force majeure. If tracking shows no updates for 15 consecutive business days or the carrier confirms parcel loss, submit a lost parcel application with your order number and tracking proof. After verification, you can choose free reshipment or full refund. Claims may be denied if tracking shows successful delivery, parcels are detained by customs, or loss is caused by incorrect address provided by you.

Privacy & Account

Q21：What personal information do you collect?

A：We collect contact details, financial & payment data, account information, transaction records, customer support messages, device, IP and website usage data, subject to applicable laws.

Q22：Do you use cookies?

A：We use essential, analytical and marketing cookies. Essential cookies cannot be disabled. You may manage or disable cookies via your browser settings. Disabling some cookies may affect website functions.

Q23：What rights do I have for my personal data?

A：Depending on your residence region, you may have rights to access, delete, correct, port your personal data, and opt out of targeted advertising. EEA/UK users have extra GDPR rights including objecting to data processing and withdrawing consent.