Customer Service

If tracking shows **'Delivered'** but you haven't received your package, please first check your mailbox, doorstep, and with neighbors. If you still can't locate it after 48 hours, contact our support team immediately with your Order ID. We will open an investigation with the courier to locate the shipment.

Our beauty and care products are sometimes shipped from multiple dedicated warehouses to ensure fast delivery. Check your shipment confirmation email—your order may have been split into **multiple packages (Multi-Parcel Delivery)**. If the confirmation indicates all items were in one package, contact us, and we'll check the inventory and fulfillment records.

If your product (e.g., damaged pump, broken seal, incorrect formula consistency) is defective upon arrival, please **stop using it immediately**. Take clear photos of the defect and the packaging. Submit a return request through the **'Service Records'** button below within 7 days of delivery, and we will arrange a replacement or full refund.

To request a refund, ensure your item is **unopened, unused, and in its original packaging** (due to hygiene standards for care products). Navigate to **'Returns & Refunds'** above or submit a request via the 'Service Records' button. Refunds are processed to the original payment method within 5-10 business days after the returned item passes inspection.