FAQ

Orders & Cancellation

Q1: Can I cancel my order after purchase?

A: You may cancel your order for a full free refund before your goods enter processing or ship out from our warehouse. Once the parcel is dispatched, order cancellation requests will no longer be accepted.

Q2: Why would my order be cancelled or quantity limited?

A: We reserve the right to limit or cancel order quantities per person, per household or per order to prevent resale and ensure fair shopping. Restrictions apply to duplicate orders under the same account, payment card, or shipping/billing address.

Shipping & Delivery

Q3: How long does order processing take?

A: All orders require 2–5 business days of internal processing, quality inspection and packaging preparation before dispatch. Processing time is separate from shipping transit time.

Q4: What are the international delivery times?

A: Estimated transit times after order dispatch (excluding processing days, weekends and holidays):

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

All delivery times are estimates and may be delayed by customs clearance, extreme weather, carrier issues or other unforeseen circumstances.

Q5: Do you offer free shipping?

A: Yes. Orders with a subtotal of US$50.00 and above qualify for free standard shipping. Orders from US$0.00–US$49.99 incur a flat shipping fee of US$4.99. Final shipping costs are displayed at checkout.

Q6: Can I modify my shipping address after placing an order?

A: Address modifications are only allowed before order dispatch. No changes can be made once your package has shipped. Please double-check your shipping details before checkout.

Q7: Who is responsible for customs duties and import fees?

A: All local customs duties, import taxes and administrative fees in your destination country are borne solely by the buyer. These charges are not included in product prices or shipping fees.

Q8: My tracking shows delivered but I did not receive the package. What should I do?

A: Please contact our customer support within 10 business days of the marked delivery date for a shipping investigation. No lost parcel claims will be accepted after this deadline.

Returns & Refunds

Q9: What is your return window?

A: All return applications must be submittedwithin 30 calendar days after you receive your package. We accept returns for all Chromvy cosmetics and skincare products.

Q10: What are the return conditions for personal change-of-mind?

A: For voluntary returns, full-size products must be sealed, unused, untested with original intact packaging. Opened full-size items are not eligible for change-of-mind returns. Sample/travel-size products can be opened for trial and will not affect full-size return eligibility.

Q11: Are any products non-returnable after opening?

A: For hygiene safety, liquid makeup, cream skincare, face masks and lip gloss cannot be returned after seal opening for personal reasons.

Exception: Returns are still accepted for opened items with quality defects, arrival damage, expired products, description mismatch, shipping errors or adverse skin reactions. We will cover all return shipping fees in these cases.

Q12: Who pays for return shipping fees?

A: Customer-initiated change-of-mind returns: Buyer covers return postage (one-time fee, no restocking fee). Defective, damaged, wrong-item returns caused by us: We cover all return shipping costs.

Q13: How do I submit a return request?

1. Email our support team at service@chromvy.com with your purchase proof. 2. Wait for our official designated return warehouse address. 3. Securely repackage items and ship to the provided address. Do NOT send returns directly to our raw material suppliers.

Q14: How long do refunds take to process?

A: We will review and approve/reject your refund within 3 business days after receiving and inspecting your returned items. Approved refunds will be returned to your original payment method and typically take 3–10 business days to arrive, depending on your payment provider’s processing speed.

Q15: What if my refund is delayed or missing?

A: First verify your account balance and consult your bank or payment platform. You may also email service@chromvy.com to trace your refund record.

Privacy & Data Protection

Q16: What personal information do we collect?

A: We collect contact details, payment/financial information, account settings, transaction history, customer communications, device data, IP address and website usage information to provide and optimize our shopping services.

Q17: Will my personal data be shared with third parties?

A: We only share necessary data with Shopify, service vendors, logistics and marketing partners to fulfill orders, operate the website and deliver personalized services. All data sharing complies with our Privacy Policy.

Q18: What privacy rights do I have?

A: Depending on your region, you have the right to access, correct, delete, or request portability of your personal data, and opt out of targeted advertising. EEA/UK users additionally have the right to object to processing and withdraw consent.

Q19: Do you collect data from minors?

A: Our services are not intended for minors. We do not knowingly collect personal information from underage users. Please contact us immediately if you believe we have minor user data for deletion.

Q20: Where can I submit privacy complaints?

A: You may contact our support team directly, or lodge a complaint with your local data protection authority. EEA users can refer to the official EDPB supervisory authority list.

Website & Service Rules

Q21: Are product photos and colors 100% accurate?

A: We strive to display product colors and details accurately, but slight color differences may exist due to different screen display settings, which do not constitute product quality issues.

Q22: Can I resell your products?

A: Unauthorized resale, duplication or commercial exploitation of our products and website content is prohibited. We reserve the right to cancel orders suspected of resale behavior.

Q23: Will your terms and policies be updated?

A: We may update our Terms of Service, Privacy, Shipping and Refund Policies regularly. Material changes will be notified at least 15 days in advance. Continued website use means acceptance of updated policies.