RETURN POLICY

1. Order Cancellation

We accept order cancellations under the following conditions:

Unpaid Orders

If your eyeshadow palette order has not been paid, you may cancel it directly or contact us for assistance.

Paid Orders

Paid orders can be canceled within 48 hours of placement for a full refund. Once an order has been processed or shipped, it can no longer be canceled.

To cancel a paid order, please contact us as soon as possible at:
📧 service@essvelvet.com

2. Return & Exchange Policy

We offer a 30-day return and exchange policy from the date you receive your item.

Return Eligibility

To qualify for a return:

•

The eyeshadow palette must be unused and in original condition

•

It must be returned in original packaging

•

The return request must be submitted within 60 days of delivery

•

Proof of purchase is required

•

Items returned without prior approval will not be accepted

3. How to Request a Return or Exchange

Please email service@essvelvet.com with the following information:

•

Order number

•

Eyeshadow palette item(s) to be returned

•

Reason for return

•

Clear photos or videos, if the item is damaged, defective, or incorrect

Once approved, we will provide the return address. Please send the item within 7 days after approval and share the tracking number.

4. Return Shipping Costs

Customer Responsibility

If the return is due to personal reasons, such as change of mind, wrong shade selected, or wrong item selection, the customer is responsible for return shipping costs.

Estimated return shipping cost: 3–14 USD per item, depending on size and location.

Merchant Responsibility

If the eyeshadow palette is defective, damaged, or incorrect, we will cover all return shipping costs and provide a replacement or full refund.

5. Refund Process

Once we receive and inspect the returned eyeshadow palette:

•

Refunds will be issued to the original payment method within 5 business days

•

A confirmation email will be sent after processing

•

Actual arrival time may vary depending on your bank or payment provider

Refund Deductions

Partial refunds may apply if:

•

The eyeshadow palette is returned damaged due to misuse

•

Original packaging, shade inserts, or accessories are missing

6. Late or Missing Refunds

If you have not received your refund:

Check your payment account again

Contact your bank or card provider

If still unresolved, email: service@essvelvet.com

7. Contact Us

For all eyeshadow palette return, refund, or order inquiries:

📞 Phone: +852 2802 8728
📧 Email: service@essvelvet.com

📍 Return Address: Room 2402A, Tsuen Wan Industrial Centre, 220–248 Texaco Road, Tsuen Wan, Hong Kong