FAQ

Welcome to the KIVELLAY FAQ.

Here you can find answers to common questions about our beauty tools, ordering, delivery, returns, and product care.

WHAT DOES KIVELLAY SELL?

KIVELLAY focuses on thoughtfully designed beauty tools and everyday beauty accessories.

Our current product range includes:

• Makeup Brushes
• Beauty Sponges
• Beauty Mirrors
• Makeup Bags

Individual designs, colors, sizes, sets, and configurations may vary by product.

Please review the relevant product page before purchasing.

HOW LONG DOES ORDER PROCESSING TAKE?

Orders are generally processed within 1–3 business days.

Processing time refers to the period before your order is handed to the shipping carrier.

HOW LONG DOES DELIVERY TAKE?

Estimated delivery is generally 7–20 business days after shipment.

Delivery estimates are not guarantees and may be affected by destination, customs procedures, carrier conditions, weather, holidays, address issues, or other circumstances outside our reasonable control.

HOW MUCH DOES SHIPPING COST?

Available shipping methods and applicable shipping charges are calculated or displayed during checkout.

We do not rely on a permanent store-wide free-shipping threshold unless a specific promotion clearly states otherwise.

WILL I RECEIVE TRACKING INFORMATION?

Where tracking is available, tracking information will be provided after the order has shipped.

Please allow time for the carrier's tracking system to update after shipment.

CAN I CHANGE OR CANCEL MY ORDER?

We will review your request, but changes or cancellations are not guaranteed once processing or fulfillment has started.

Orders that have already shipped generally cannot be cancelled.

WHAT IS YOUR RETURN WINDOW?

Eligible products may be returned within 30 days in accordance with our Return & Refund Policy.

The item must meet the applicable return conditions.

CAN I RETURN USED MAKEUP BRUSHES?

For hygiene reasons, makeup brushes that have been used, washed, exposed to cosmetic products, or otherwise show signs of use may not qualify for a standard change-of-mind return.

If the item arrived damaged or defective, contact us instead so we can review the issue.

CAN I RETURN A USED BEAUTY SPONGE?

Beauty sponges are products that may come into direct contact with cosmetic products and skin.

For hygiene reasons, used, wet, washed, stained, or otherwise used beauty sponges generally cannot be accepted as standard change-of-mind returns.

This does not affect your ability to contact us regarding an item that arrived damaged, incorrect, or defective.

HOW SHOULD I CARE FOR MAKEUP BRUSHES?

Follow any care information shown on the product page or packaging.

Use appropriate gentle cleaning methods and avoid handling that could damage the brush head, handle, or connecting components.

Allow cleaned tools to dry fully before storage.

HOW SHOULD I CARE FOR BEAUTY SPONGES?

Keep beauty sponges clean and allow them to dry thoroughly between uses.

Avoid storing a damp sponge in a closed environment for extended periods.

Replace a sponge when it shows significant wear, damage, persistent staining, or deterioration.

HOW SHOULD I CARE FOR MY BEAUTY MIRROR?

Keep the mirror dry and clean it using a soft, suitable cloth.

Avoid abrasive cleaning materials, excessive pressure, impacts, or storage conditions that may scratch or damage the mirror surface, frame, hinge, or closure.

HOW SHOULD I CARE FOR MY MAKEUP BAG?

Care requirements may vary depending on the product construction.

Avoid excessive moisture, harsh cleaning products, overloading, or unnecessary force on zippers, handles, seams, and compartments.

Refer to the product page or packaging for any product-specific instructions.

WHAT IF MY ORDER ARRIVES DAMAGED?

Contact service@kivellay.com as soon as reasonably possible.

Please include your order number and clear photographs showing:

• The product
• The affected area
• The packaging where relevant

We will review the information and determine the appropriate resolution.

WHAT IF I RECEIVE THE WRONG PRODUCT?

Do not use the incorrect product if you intend to request a resolution.

WHAT PAYMENT METHODS CAN I USE?