Shipping Policy
At KIVELLAY, we aim to provide a clear and reliable shipping experience from the moment your order is placed until it arrives at your destination.
Our collection includes beauty tools and accessories such as makeup brushes, makeup sponges, compact mirrors, and beauty organizer cases. Where appropriate, products are packaged with protective materials to help maintain product condition during transportation.
Order Processing
Orders are typically processed within 1–3 business days after payment has been successfully confirmed.
Business days are Monday through Friday, excluding public holidays.
Order processing time is separate from carrier transit time.
During promotional periods, holidays, high-volume shopping periods, inventory verification, or other unexpected circumstances, processing times may require additional time.
Certain products, including items requiring additional protection or specialized packaging, may require extra preparation before shipment.
Once your order has been shipped, you will receive a shipping confirmation email with tracking information when available.
Estimated Delivery Time
The estimated delivery timeframe is generally:
7–20 business days after shipment
This estimated delivery period does not include the additional 1–3 business days required for order processing.
Actual delivery times may vary depending on:
- Shipping destination
- Carrier availability
- Customs processing or clearance procedures
- Public holidays
- Weather conditions
- Peak shipping periods
- Remote delivery locations
- Local delivery restrictions
- Other circumstances outside our reasonable control
Delivery timeframes are estimates only and do not represent guaranteed delivery dates.
Shipping Methods and Costs
Available shipping methods and applicable shipping fees are displayed during checkout.
Shipping options may vary depending on:
- Delivery destination
- Product type
- Package size
- Order contents
Where promotional shipping offers or free shipping options are available, eligibility will be displayed before payment is completed.
Some products may require different shipping arrangements depending on packaging requirements, destination, or order conditions.
Packaging of Beauty Products
Some KIVELLAY products may require additional protection during transportation, including:
- Makeup brush sets
- Makeup sponge sets
- Compact mirrors
- Beauty organizer cases
- Products with delicate components or finishes
Where appropriate, products are packaged using protective materials designed to reduce unnecessary movement and impact during transit.
Please handle your package carefully upon delivery and inspect your products as soon as reasonably possible after receiving your order.
We recommend keeping the original packaging until you have confirmed that your order has arrived in satisfactory condition.
Tracking Your Order
When tracking information becomes available, a shipping confirmation email containing your tracking number or tracking link will be sent to the email address provided during checkout.
Please allow some time for tracking information to become active after the shipping label has been created.
Depending on the carrier and destination, tracking updates may only appear at certain points during transportation.
Delivery Delays
Although we work with logistics providers to deliver orders efficiently, delays may occasionally occur due to circumstances outside our reasonable control.
Possible causes include:
- Carrier delays
- Customs inspections or clearance procedures
- Severe weather
- Transportation interruptions
- Public holidays
- Peak shipping periods
- Remote delivery locations
- Unexpected logistics issues
If your order has not arrived within the estimated delivery timeframe, please contact our customer support team. We will review the available shipping and tracking information.
Shipping Address Accuracy
Customers are responsible for providing complete, accurate, and deliverable shipping information during checkout.
Please carefully review:
- Recipient name
- Street address
- Apartment or unit number
- City
- State or province
- Postal or ZIP code
- Country
- Contact information
If you notice an error after placing your order, please contact us as soon as possible.
We will make reasonable efforts to assist before fulfillment begins, but we cannot guarantee changes can be made after an order enters processing or has already shipped.
If an order is delayed, returned, or requires reshipment due to incorrect information provided by the customer, additional shipping charges may apply where permitted by applicable law.
International Orders
KIVELLAY ships to selected international destinations where delivery services are available.
International shipments may be subject to:
- Customs inspections
- Import duties
- Taxes
- Brokerage fees
- Clearance charges
- Other fees imposed by local authorities or carriers
Unless otherwise stated during checkout, such charges are generally the responsibility of the recipient.
KIVELLAY does not control customs processing times or charges imposed by governments, customs authorities, or delivery providers.
Damaged Products During Shipping
If your KIVELLAY product arrives damaged, defective, broken, or affected during transportation, please contact us as soon as reasonably possible.
To help us review your request, please provide:
- Your order number
- Clear photos of the affected product
- Photos of the inner packaging
- Photos of the outer shipping package
- A photo of the shipping label
- A short video where helpful
Please do not discard the product or packaging until our customer support team has reviewed the issue.
Depending on the circumstances and applicable policies, we may provide an appropriate resolution, including replacement, refund, or another available remedy.
Lost or Delayed Packages
If tracking information shows an unusual delay or your package cannot be located, please contact us so we can review the available carrier information.
Where appropriate, we may assist with carrier inquiries or available resolution procedures.
Investigations and outcomes may depend on carrier policies and the specific circumstances of the shipment.
Packages Marked as Delivered
If tracking shows that your package has been delivered but you cannot locate it, we recommend checking:
- Your mailbox or usual delivery area
- Front, side, or rear entrances
- Building reception or mailroom
- Household members
- Neighbors
- Your local delivery carrier
If you are still unable to locate your package, please contact us. We will review the available delivery information with you.
Split Shipments
In some cases, products from the same order may be shipped separately due to:
- Inventory location
- Product size
- Packaging requirements
- Warehouse availability
- Fulfillment requirements
If your order is divided into multiple shipments, each package may have a separate tracking number and may arrive at different times.
You will not be charged additional shipping fees solely because we choose to split an order into multiple shipments.
Receiving Your Order
When receiving your KIVELLAY products, we recommend:
- Opening the package carefully
- Avoiding sharp tools near products
- Removing protective packaging carefully
- Inspecting products before disposing of packaging
- Placing products on a clean and stable surface before use
Contact Us
If you have questions regarding shipping, tracking, delivery, or a damaged shipment, please contact our customer support team:
Brand:
KIVELLAY
Official Website:
kivellay.com
Legal Entity:
Guangzhou JiuYuan Information Technology Co., Ltd.
Unified Social Credit Code:
91440105MAE8KG11Y
Registered Address:
Room A0537, 1704/F, No.1000 Xinpu East Road,
Haizhu District, Guangzhou City,
Guangdong, China
Customer Support Email:
service@kivellay.com
kivellay.com is owned and operated by Guangzhou JiuYuan Information Technology Co., Ltd.
The company is responsible for online store operations, customer service, order coordination, and related ecommerce activities.
When contacting us regarding an existing order, please include your order number and the email address used during checkout to help us assist you more efficiently.
KIVELLAY — Thoughtful Beauty Tools for Everyday Routines.