FAQ

Skincare & Makeup

Q1: How do I pick beauty products that suit my skin? A: First figure out your skin type and what you want to achieve with your skincare routine. If you’re unsure whether a product fits you, keep your regimen simple. Add only one new item at a time so you can observe how your skin reacts.

Q2: What is the proper sequence for skincare steps? A: Morning routine: cleanser → targeted serum / treatment → moisturizer → sunscreen. Evening routine: cleanser → targeted serum / treatment → moisturizer.

Q3: Are these products safe for sensitive skin? A: We recommend a mild, low-irritation routine for sensitive skin. Always run a patch test before trying any new cosmetic. Avoid stacking multiple potent active ingredients together. Stop application right away if your skin develops redness, stinging or discomfort.

Q4: How frequently should I exfoliate? A: Over-exfoliation damages your skin barrier. Start with once weekly and watch your skin response. Always follow usage directions printed on the product packaging. Don’t skip sunscreen during daytime after exfoliation.

Q5: What tricks keep makeup from fading throughout the day? A: Prep skin with sufficient hydration before makeup. Build makeup in thin layers and wait for each coat to set properly. A small amount of setting product can extend wear time while keeping your makeup comfortable.

Order & Cancellation

Q6: Am I able to cancel my placed order? A: Full refund is available for order cancellation before your cosmetic goods enter production or get dispatched. Once the warehouse sends out your parcel, cancellation requests will no longer be accepted.

Q7: How long does order processing take? A: We normally spend 1–3 business days to process payments, prepare goods for packaging and arrange shipment. Processing pauses on weekends and statutory holidays; pending orders resume on the next working day. Processing time does not cover shipping transit or customs hold-up duration.

Q8: Can I update my shipping address after checkout? A: Reach out to our support team within 24 hours after placing your order, before shipment, to request address edits. Once the parcel leaves our warehouse, delivery address, recipient details and shipping method cannot be modified. We reserve the right to decline change requests if warehouse handling has already begun.

Return Policy

Q9: Can I return lustredewe skincare and cosmetic items? A: lustredewe skincare and cosmetics are eligible for returns. You must submit your return request within 30 calendar days after receiving your package.

Q10: What requirements must returns satisfy? A: Full-size main products have to remain sealed, unused and unswatched. Returns will be rejected if the seal on full-size items is broken. Trial-sized samples can be opened and tested; sampling these mini products does not invalidate return eligibility for unopened full-size goods. Items should be returned with original intact packaging and must be free of scratches, stains or physical damage.

Q11: Which products cannot be returned? A: Due to hygiene and safety considerations, liquid makeup, cream skincare formulas, facial masks and lip gloss become non-returnable once the seal of full-size packaging is opened.

Q12: What is the return submission process? A:

1. Send an email to service@lustredewe.com to submit your return request and attach valid purchase proof for verification.
2. Wait for our reply containing the designated return warehouse address.
3. Securely pack your items and ship them to the address provided by support. Do NOT send returned merchandise directly to our raw material manufacturer. Only use the return address supplied by our customer service.

Q13: Who bears return shipping fees? A: Personal preference returns (change of mind): The customer covers return delivery cost. Only one return shipping charge applies for each qualified return; no restocking fee will be charged. Defective, damaged or incorrectly shipped items (our side error): We cover all return shipping expenses.

Refund

Q14: When will my refund arrive after we receive returned goods? A: Once we receive and inspect your returned package, you will get an inspection confirmation email. We will approve or deny your refund application within 3 working days after inspection. If approved, funds will be sent back to your original payment account such as credit card or PayPal. Refund arrival typically takes 3–10 working days, depending on your payment provider’s processing timeline.

Q15: My refund was approved but I haven’t received funds. What can I do? A: First check your bank account statement. Contact your bank or payment service to check the refund status. You may also email service@lustredewe.com and ask our team to trace your refund record.

Shipping & Delivery

Q16: Where will my package ship from? A: Shipment origin depends on stock availability and delivery destination. Orders may be fulfilled from our partner warehouses located in China, Hong Kong, the US or other regions. Fulfillment location will not affect product quality, pricing or your consumer rights.

Q17: What is the estimated delivery lead time? A: Estimated transit time after dispatch (order processing time, customs delays and unexpected disruptions excluded): North America: 7–15 business days European Economic Area (EEA): 8–18 business days Southeast Asia: 5–12 business days All other regions: 10–25 business days

Q18: Do you provide free shipping service? A: Orders reaching US$50 or above qualify for complimentary standard shipping. Region restrictions and promotion terms will be displayed on the checkout page before payment confirmation.

Q19: Who is responsible for customs duties and import taxes? A: For all cross-border shipments, the customer shall bear all import duties, consumption taxes, customs clearance fees and local administrative charges. lustredewe and Changchun Jianyi Trading Co., Ltd cannot control local customs inspections, tax rulings or parcel detentions. We are not liable for any costs or losses arising from customs procedures.

Q20: What happens if my parcel gets delayed or lost? A: Delivery timelines are estimates and not guaranteed. Delays may stem from logistics congestion, customs inspections, extreme weather or force majeure events. If tracking shows no updates for 15 consecutive business days or the carrier confirms parcel loss, submit a lost parcel claim together with your order ID and tracking evidence. After verification, you may choose a free reshipment or full refund. Claims may be rejected if tracking shows successful delivery, goods are detained by customs, or loss results from an incorrect address you provided.

Privacy & Account

Q21: What personal data do you collect? A: Subject to applicable laws, we collect contact information, payment and financial details, account data, transaction history, support conversation records, device identifiers, IP address and website usage statistics.

Q22: Does this site use cookies? A: We deploy essential, analytics and marketing cookies on our website. Core essential cookies cannot be turned off. You can adjust or disable non-essential cookies through browser settings. Disabling certain cookies may impair some website functions.

Q23: What data rights do I hold? A: Your rights vary by residence territory. You may have rights to access, amend, delete or export your personal data, plus opt-out options for targeted advertising. Users based in the EEA or UK hold extra GDPR rights, including the right to object to data processing and withdraw consent.

Q24: Do you collect personal information from minors? A: Our services are not intended for children. We do not intentionally gather personal data from underage users.

Customer Support

Q25: How can I reach customer support? A: Email: service@lustredewe.com Phone: 19025234334 Business Hours: Monday – Friday, 9:00 AM – 5:00 PM

Operating company: Changchun Jianyi Trading Co., Ltd. Company Address: Room 301, Building 17, Yaojiang May Hangzhou Garden, No. 1899 North Yatai Avenue, Kuancheng District, Changchun City