ORDERS
How do I return or exchange my item?
With the exception of items damaged from shipping, all sales are final once items are received; we do not accept returns or exchanges. We are unable to process payments for return shipping, and if an item were to be returned, the total cost incurred by the customer would increase exponentially.
What do I do if I receive a damaged product?
If the product you received is damaged, please send a photo of the damaged item(s) via the Contact Form, or to support@kaleidosmakeup.com within 7 days of receipt with the subject line DAMAGED; please include your name and order number in the email body. If the item cannot be repaired, we will ship a replacement free of charge.
Please keep everything you received including the packaging box and DO NOT throw anything away before we resolve your problem. =
What do I do if I received the wrong product?
Occasional mistakes can be made when fulfilling orders - we're only human! If you did not receive an item you ordered, please send a photo of the item(s) you received via the Contact Form, or to support@kaleidosmakeup.com within 7 days of receipt with the subject line WRONG PRODUCTS; please include your name and order number in the email body. We will dispatch the missing products immediately.
Please keep everything you received including the packaging box and DO NOT throw anything away before we resolve your problem.
Why have I not received my order confirmation?
There are a few reasons you may not have received an order confirmation:
· Your order confirmation is sitting in your spam folder. Please make sure to check there first.
· Your order was not successfully submitted. If you were charged and have yet to receive an order confirmation, please reach out via the Contact Form or email us at support@kaleidosmakeup.com!
· There was a typo in the email you entered at checkout. Submit a Contact Form or email support@kaleidosmakeup.com if you think you may have entered your email incorrectly and we will fix it!
· Your Inbox has reached full capacity and is unable to receive further email communication, including order confirmations and replies to inquiries from our Customer Support Team. Please ensure your Inbox has enough available space to continue receiving communication from vendors.
Can I change or cancel my order?
Orders submitted on our website are typically processed and shipped within 3-5 business days. As such, we may not be able to make changes to your order details. Submit a Contact Form or reach out to support@kaleidosmakeup.com as soon as you can, and we will let you know if it is still possible to make changes to your order.
I'm having problems with the checkout/loading the pages, what can I do?
One of the possible reasons for the checkout error or page loading error is that Shopify attempts to reduce bot traffic through its CDN. This means the issue is more likely to be local.
Please find below the suggestions provided by Shopify Support:
- Access the site from a different browser, device or network (for example, switching to a cellular network on a phone, rather than WiFi).
- Ensure the browser is up to date: https://www.whatismybrowser.com/guides/how-to-update-your-browser/#google_vignette
- Shopify doesn’t support every browser, please find supported browsers on Shopify Help Center for reference: https://help.shopify.com/en/manual/shopify-admin/supported-browsers
- Clear the cache and cookies on your current web browser, then completely restart the browser: https://www.whatismybrowser.com/guides/clear-cache-history-cookies/
- Ensure the web browser’s cookies are enabled: https://www.whatismybrowser.com/guides/how-to-enable-cookies/
- Ensure that popups are allowed: https://www.whatismybrowser.com/guides/popups/
- Try to go incognito: https://www.computerworld.com/article/3356840/how-to-go-incognito-in-chrome-firefox-safari-and-edge.html. When using incognito/private-browsing, confirm that any browser extensions and add-ons have also been deactivated, as these can change how webpages look and function.
- Ensure there are no firewalls or VPNs enabled on the device or network, as these can also interfere. If using a VPN, try setting it to another location, or switching it off.
SHIPPING
How do I track my order?
When your package is picked up by our shipping partners, you'll receive a shipment confirmation email with your tracking number and a tracking link. Please allow up to 48 hours for your tracking code to activate.
You may also choose to enter the tracking number manually at TRACK YOUR ORDER or 17TRACK. This is presently the best option for tracking our packages as we ship with a wide variety of services (depending on the destination); 17TRACK displays a variety of tracking updates for hundreds of different types of tracking numbers.
Do you ship internationally?
Yes, we offer international shipping. For more details, please refer to our SHIPPING POLICY page.
To view a list of all our official online channels, please visit our WHERE TO FIND US page.
How much does international shipping cost?
As we work toward finding more efficient and reliable shipping channels, shipping costs have gradually increased. International shipping is now $6-10 USD per order (depending on the destination country) for orders under $100 USD, and FREE for orders over $100 USD.
Where do you ship from?
We ship all Kaleidos Makeup orders from our facilities in Shanghai, China. Kaleidos Hair products are dispatched from our facilities in Hong Kong.
To view a list of all our official online channels, please visit our WHERE TO FIND US page. If you are ordering from within mainland China, please use our official stores on TMall/Taobao, Xiaohongshu, or Douyin under the names Kaleidos万花镜 and KaleidosHair for domestic shipping!
How long does shipping take?
Currently, we rely on third-party logistics companies for international shipping, each of which handles shipping to a small group of countries. We are constantly improving our practices and working alongside our shipping partners to expand shipping capabilities to their pre-Covid-19 level.
Orders are typically processed within 3-5 business days after they are placed, with multiple shipping flights available each week for a variety of destination countries. However, during peak times (for example, the week following a product launch), shipping and processing may take longer than five days.
Please check our SHIPPING POLICY for details about where we can ship, including a list of estimated shipping times. For most countries, delivery takes 14-28 days. In this case, if shipping takes over 35 days, you are eligible for a 30% refund; if shipping takes over 42 days, you are eligible for a full refund or a reshipment for a lost package. If you are ordering from a zone where the estimated shipping time frame is 45 days, you are eligible for a 30% refund if delivery takes over 45 days; after 52 days, you are eligible for a full refund or a reshipment for a lost package. Please note this policy does not account for delays due to uncontrollable factors or regional instability.
Which carrier handles shipments?
Currently, all orders are shipped through third-party logistics companies or China Post. Deliveries to one destination country may be handled by a single company or a small group of companies. Please contact us if you would like more information about the carrier handling shipments to your country.
The tracking numbers you receive are the same as the last mile tracking in most cases, except the ones starting with "YT" which are handled by YunExpress. If you would like to have the last mile tracking for YunExpress orders, check the order status here (https://www.yuntrack.com) for last mile tracking number and more information.
My tracking hasn't updated in days; what's going on?
All shipments are dispatched through third-party logistics companies from our facilities in Shanghai, China. They are then handed over to the destination country’s national postal service or commercial logistics company upon arrival in the destination country.
When the package is handed off from our third-party logistics company, it is placed in a distribution center in the destination country to be picked up by the destination country’s local courier. Often, there is a period of 7-10 days during which the package is waiting to be scanned into the tracking system of the local courier.
During this time, tracking will not display any updates. Occasionally, this stage of the delivery process may take longer than 10 days. If your tracking has not updated in over 10 days, please contact us via the Contact Form or email support@kaleidosmakeup.com and we will conduct an inquiry into the matter.
What if my tracking shows "Not Found"?
If your tracking shows “Not Found” for more than 3 days, please contact support@kaleidosmakeup.com as soon as possible. It is normal for tracking to display a “Not Found” status update for 2-3 days, though anything longer may indicate an underlying issue.
Another possibility is that your tracking number may simply need to be reissued. This can happen for a number of reasons: either the initial shipment was rejected by customs, the original shipping label was damaged before shipment, or the best method of shipment to your country was updated unexpectedly.
What if my package is stolen?
We are acutely aware of a sharp increase in package theft across world, particularly within the US. Unfortunately, we do not and cannot bear responsibility for stolen packages, as it is not something Kaleidos Makeup can personally prevent.
If your package has been stolen, please consult with your local police department regarding the best course of action; they will be able to provide further assistance.
Can I change my shipping address after placing an order?
If you need to correct an address error or change to an alternative address, please submit a Contact Form or email support@kaleidosmakeup.com as soon as possible. If the order is still in the processing window or has just been shipped out, we are able to inform our shipping partners to change the address for you in the backend. However, please note that this change won't be reflected in the automatic shipping updates.
If your order has already been shipped out, unfortunately, we cannot change the shipping address, as only the recipient is authorized to do this. In such a case, we recommend contacting your country's postal service or local carrier as soon as the package arrives in your country. They should be able to assist you in changing your address or possibly arrange a pickup.
Will you or your shipping partners ask for a redelivery fee or any other fees?
No, we do not charge any redelivery fee or any fees regarding deliveries, change of address, or to pick up a package. Our shipping partners will never send texts or emails asking for credit card and/or personal information.
We are acutely aware of a sharp increase in fake package delivery problems across world, particularly within the US. Scammers send these texts impersonating the U.S. Postal Service, FedEx, UPS, and local carriers, and attach a link to a website that may look legitimate, but is not.
Do not engage with the senders of these suspicious texts or emails. Never reply or click any links included in suspicious texts or emails.
PRODUCTS
The product I want is out of stock. When will it be back in stock?
We will always announce restocks in our email newsletter and on social media. To be first in the know, sign up for our newsletter and follow @kaleidosmakeup on Instagram.
Are your products cruelty free?
Yes, all of our products are cruelty-free. We can assure you that our raw material venders and manufacturers do not test on animals, and are instead strictly committed to chemical testing.
Are your products vegan?
Yes, all of our products are vegan. We carefully screen each formula and product for animal derived ingredients and formulate them without these ingredients whenever possible during the product development stage.
How can you be cruelty free if you are based in China?
Since July 1, 2014, the Chinese government has not required non-special-purpose cosmetics* made in China to be tested on animals. This policy applies to cosmetics sold online and in brick-and-mortar stores, pre-market and post-market. The decision of whether or not to test on animals is entirely left to the discretion of the manufacturer. Since our founding in 2018, we've ensured that our raw material venders and manufacturers do not test on animals; they are instead strictly committed to chemical testing. We can assure you that all Kaleidos products strictly abide by our cruelty-free commitments.
As of May 1, 2021, the requirements for animal testing on imported non-special-purpose cosmetics into China were also lifted given the manufacturer first meets certain registering conditions.
*Non-special-purpose cosmetics: Cosmetics are classified into two main categories in China: non-special-purpose cosmetics and special-use cosmetics. Non-special-purpose cosmetics refers to cosmetics with no medicinal effects, such as general makeup, skin care products, hair care products, lip care products, nail care products, and perfumes. Special-use cosmetics are products that make a functional claim like hair dyes, hair perming products, sunscreens, whitening products, anti-hair loss products, and cosmetics claiming new efficacy.
BILLING & TAX
What methods of payment do you accept?
We accept all major credit and debit cards including: Visa, MasterCard, and American Express. We also accept PayPal and Alipay!
Do you accept international credit card?
Yes, as long as it is issued by a major credit card company (Visa, MasterCard, American Express).
Why is my card being declined?
When purchasing from outside China, credit card providers will typically classify purchases on our website as international transactions. If your credit card is set up so as to block international transactions, you may first need to contact your financial institution to lift this restriction before purchasing on our site.
At this time, we are unable to accept gift cards issued by third-party retailers as form of payment due to restrictions from Shopify, the host of our site. If this policy changes sometime in the future, we will make an announcement!
Will I be taxed VAT upon package delivery in the EU?
The new VAT law in the EU requires us to collect taxes for order under €150 Euro at the point of sale, which means if you purchase an order with value under €150 Euro, you will pay VAT tax when you checkout. In this case, you should not be taxed again upon package delivery. If your order value is under €150 Euro yet you are taxed again, please send us a photo of the tax form and we will refund the taxed amount.
If your order value exceeds €150 Euro, your local customs office will handle your package and collect tax and duties when you receive the package.