FAQ

Orders & Shipping

How do I place an order?

To place an order, select the KIVELLAY product you would like to purchase, choose any available options, add the item to your shopping cart, and complete the checkout process.

After your order has been successfully submitted, an order confirmation email will be sent to the email address provided during checkout.

Can I change or cancel my order?

If you need to update or cancel an order, please contact our customer support team as soon as possible after placing your order.

We will make reasonable efforts to assist before your order enters fulfillment.

However, once an order has entered processing, packing, shipping preparation, or dispatch, we cannot guarantee that changes or cancellations can still be completed.

How can I track my order?

Once tracking information becomes available, a shipping confirmation email will be sent to the email address used during checkout.

Please note that tracking updates may require additional time after shipment information is created. Update frequency may vary depending on the carrier, destination, and transportation conditions.

When will my order arrive?

Delivery times may vary depending on your location, carrier operations, customs processing, local delivery conditions, holidays, and other external factors.

Estimated processing times and delivery information are available in our Shipping Policy.

All delivery timeframes are estimates and should not be considered guaranteed delivery dates.

What should I do if my order arrives damaged, incorrect, or incomplete?

If your order arrives damaged, defective, incorrect, or missing items, please contact our customer support team as soon as possible.

To help us review your request efficiently, please provide:

  • Your order number
  • Clear photos of the product
  • Photos of the packaging
  • Shipping label information, if available
  • A short video if the issue relates to product condition or functionality

Our support team will review the information provided and advise you on the appropriate next steps.

Product Support

What types of products does KIVELLAY offer?

KIVELLAY offers a curated selection of beauty tools and accessories designed for everyday beauty routines, personal care, and organization.

Our collection may include:

  • Makeup Brushes
  • Makeup Sponge Sets
  • Compact Makeup Mirrors
  • Beauty & Travel Organizer Cases
  • Other beauty accessories

Available products may change as new collections and selections are introduced.

Are KIVELLAY products made with different materials and finishes?

Materials, finishes, construction details, and product features may vary depending on the specific item.

Due to manufacturing processes and product variations, slight differences may occur in:

  • Color
  • Texture
  • Surface finish
  • Shape
  • Design details
  • Material appearance

These minor variations are part of normal manufacturing and do not necessarily indicate a product defect.

Will the product look exactly like the photos?

We make reasonable efforts to display product colors, details, proportions, and appearance as accurately as possible.

However, slight differences may occur due to:

  • Screen settings
  • Lighting conditions
  • Photography conditions
  • Material characteristics
  • Manufacturing variations
  • Production batches

Please review the individual product page for product-specific information before purchase.

How should I care for KIVELLAY beauty tools?

Proper care can help maintain the appearance and performance of your beauty accessories.

For most products, we recommend:

  • Handle products carefully during use.
  • Keep items clean and dry when not in use.
  • Follow product-specific care instructions.
  • Avoid unnecessary exposure to harsh chemicals or extreme conditions.
  • Store products properly to help maintain their condition.

How should I care for makeup brushes?

For makeup brushes:

  • Clean brushes regularly according to recommended care practices.
  • Use suitable cleaning methods to protect brush fibers.
  • Allow brushes to dry completely after cleaning.
  • Avoid excessive pressure that may affect brush shape.
  • Store brushes in a clean and dry environment.

How should I care for makeup sponges?

For makeup sponges:

  • Clean the sponge according to product care recommendations.
  • Allow the sponge to dry properly after use.
  • Avoid excessive squeezing or handling that may damage the material.
  • Replace the sponge when signs of wear appear.
  • Store in a clean and ventilated location.

How should I care for compact mirrors and organizer cases?

For compact mirrors and beauty organizers:

  • Handle carefully to avoid impact damage.
  • Keep surfaces clean using suitable materials.
  • Avoid excessive pressure on moving components.
  • Store products properly when not in use.

Are KIVELLAY products suitable as gifts?

Many KIVELLAY products are selected with gifting in mind and may be suitable for occasions such as:

  • Birthdays
  • Holidays
  • Celebrations
  • Thank-you gifts
  • Beauty gift sets
  • Special occasions

Packaging and included accessories may vary depending on the specific product. Please review the individual product page for details.

Can I use KIVELLAY products while traveling?

Many KIVELLAY beauty accessories are designed with everyday convenience and travel needs in mind.

However, product suitability may vary depending on the specific item.

Please review product descriptions and care instructions before use.

Returns & Warranty

What is your return process?

Before returning any product, please review our Return & Refund Policy and contact our customer support team to receive return instructions.

Returns sent without prior approval or without following the provided instructions may not be accepted.

Does KIVELLAY offer product support or warranty coverage?

Eligible KIVELLAY products may receive support for qualifying issues related to product quality, materials, or workmanship during normal intended use.

Any applicable support period or warranty information will be provided through the relevant product page, product documentation, or order information.

For additional details, please review our Product Support information.

What should I do if my product develops a problem?

If your KIVELLAY product has an issue, please avoid forcing, modifying, or attempting repairs that may further affect the product condition.

Please contact our customer support team and include:

  • Your order number
  • Product name
  • A description of the issue
  • Clear photos where relevant
  • A short video showing the issue when possible

Providing these details helps our team review your request more efficiently.

Payments

What payment methods do you accept?

Available payment methods are displayed during checkout.

Prices are displayed and processed in U.S. dollars (USD).

Payment options may vary depending on your location, device, order details, and the payment services available at the time of purchase.

Is my payment information secure?

Payments are processed through the payment methods and payment service providers available during checkout.

KIVELLAY does not request customers to send complete payment card information, security codes, or sensitive payment details through email or customer support messages.

For additional details, please review our Payment & Security Policy.

Product Information

Where can I find detailed product specifications?

Product-specific information is available on each individual product page.

Details may include:

  • Product dimensions
  • Materials
  • Colors and finishes
  • Design features
  • Product functions
  • Usage recommendations
  • Care instructions

Because product details vary between items, we recommend reviewing the relevant product page before purchasing.

Can product colors look different in person?

Yes. Product colors may appear slightly different depending on:

  • Screen settings
  • Lighting conditions
  • Photography conditions
  • Material characteristics
  • Product finishes

We make reasonable efforts to display products accurately while recognizing that minor differences may occur.

Do all KIVELLAY products have identical finishes and details?

Not necessarily.

Beauty accessories may have slight differences between individual products or production batches due to manufacturing processes, materials, and design characteristics.

Minor variations in:

  • Texture
  • Color tone
  • Surface finish
  • Shape
  • Small design details

may occur as part of normal production and do not necessarily indicate a defect.

Are product dimensions exact?

Product dimensions shown on our website are provided as a helpful reference.

Small variations may occur due to:

  • Manufacturing methods
  • Product construction
  • Measurement techniques
  • Design updates

Please review the individual product page for specific measurements.

Beauty Tool Care

How should I clean my makeup brushes?

To maintain your makeup brushes:

  • Clean brushes regularly based on your usage frequency.
  • Use suitable cleaning products and methods.
  • Rinse carefully and avoid damaging brush fibers.
  • Allow brushes to dry completely before storage.
  • Keep brushes stored in a clean and dry location.

How should I use and maintain makeup sponges?

For makeup sponges:

  • Clean after use according to recommended care practices.
  • Allow the sponge to dry properly.
  • Avoid excessive pressure or rough handling.
  • Replace when the product shows signs of wear.
  • Store in a clean and ventilated area.

How should I care for compact mirrors and organizers?

For compact mirrors and beauty organizer cases:

  • Handle carefully to prevent damage.
  • Clean surfaces with appropriate materials.
  • Avoid strong impacts or excessive pressure.
  • Keep products stored properly when not in use.

Contact Us

If you have questions about your order, shipping, returns, product care, product specifications, support requests, or product use, please contact us:

Email:
service@kivellay.com

For order-related questions, please include your order number whenever possible.

For product support, including the product name and a brief description of your question will help our team provide faster assistance.

Corporate Information

Brand:
KIVELLAY

Website:
kivellay.com

Legal Entity:
Guangzhou JiuYuan Information Technology Co., Ltd.

Registered Address:
Room A0537, 1704/F, No.1000 Xinpu East Road,
Haizhu District, Guangzhou City,
Guangdong, China

Unified Social Credit Code:
91440105MAE8KG11Y

Customer Support Email:
service@kivellay.com

KIVELLAY — Thoughtful Beauty Tools for Everyday Routines.

Discover new arrivals, curated beauty essentials, and products designed to make everyday routines simpler and more enjoyable.