Shipping Policy

Last Updated: October 15, 2026

From Checkout to Your Door

This policy explains how Marzeluvo orders are prepared and shipped, how delivery charges are calculated, and how to get assistance if a parcel encounters a problem.

Marzeluvo is operated by Chongqing Huanyue Information Technology Co., Ltd. We remain your contact for order and delivery questions, including when fulfillment partners or carriers assist with your shipment.

For help, email service@marzeluvo.com with your order number and a brief description of your concern.

Order Preparation

Order processing takes 1–3 business days after payment is confirmed. During this stage, your order details are reviewed, the selected products are prepared, and dispatch is arranged.

This processing period comes before shipment. It does not include the time your parcel spends traveling to its destination.

Business days for order processing, delivery estimates, and refund processing are Monday–Friday, excluding applicable public holidays. Our customer support team also operates on Saturdays.

Review your order details after purchasing, including the products, shades or other options, quantities, and delivery address. Contact us promptly if something needs correction.

If an unexpected issue prevents preparation within the usual processing period, we will explain the delay and available next steps. We will not substitute another product or shade without your agreement.

Estimated Delivery Time

Standard delivery is estimated at 7–12 business days after shipment. Please allow the separate 1–3 business day processing period after payment confirmation before this delivery period begins.

The two stages are:

• Order processing: 1–3 business days after payment is confirmed.

• Standard delivery: an estimated 7–12 business days after shipment.

These timeframes are estimates, not guaranteed arrival dates. Carrier disruptions, weather, public holidays, customs clearance, and other transport conditions can affect the actual arrival time.

If your parcel is taking longer than expected, contact us. We will review its progress and help determine the appropriate next steps.

Shipping Charges and Free Standard Shipping

Free standard shipping applies when your merchandise subtotal after discounts is US$49 or more. Taxes and shipping charges do not count toward this threshold.

For a merchandise subtotal below US$49 after discounts, shipping charges are calculated and displayed at checkout before payment.

Please review the shipping charge and final total before completing your purchase. Applying a discount can change whether your merchandise subtotal qualifies for free shipping.

The delivery options available for your purchase are those offered at checkout. Do not assume that a particular carrier or expedited service is included unless it is presented for your order.

Where Orders Are Dispatched

Orders are prepared and dispatched from company or partner fulfillment facilities. The dispatch location depends on the products and fulfillment arrangements for the order.

Your shipment may originate overseas. Our company address identifies the business operating Marzeluvo and does not establish the shipping origin of every parcel.

We work with the relevant providers to arrange fulfillment and delivery, while remaining available to assist with purchase-related concerns.

Tracking Your Shipment

After your order ships, tracking information is sent to the email address provided for the purchase. Use the details in that message to view the carrier’s available updates.

A tracking reference may not immediately display a carrier scan. Updates can also pause while a parcel travels between facilities, changes carriers, or passes through customs.

If the shipping email is missing, check your spam or junk folder. Contact us if you still cannot locate it, the tracking information does not work, or updates have stopped for an extended period.

Include your order number and any tracking reference available so we can locate the shipment.

Address Corrections and Order Changes

Enter a complete delivery address at checkout, including the recipient’s name and any apartment or unit number needed to locate the destination.

If you discover an error, email service@marzeluvo.com as soon as possible with your order number and the corrected details.

We will check whether the information can still be updated. Sending a request does not confirm that a change has been made; please wait for our response.

Changes to a selected product, shade, quantity, or address depend on the order’s progress. The processing period is not a guaranteed window for changes or cancellation.

Orders cannot be canceled after shipment. A shipped order may be eligible for a return after receipt under our Return & Refund Policy.

Unsuccessful Delivery Attempts

A carrier may be unable to complete delivery because an address is incomplete, access is unavailable, or a collection or delivery notification requires a response.

If tracking shows an unsuccessful attempt, contact us for assistance. We can help review the carrier’s information and clarify available next steps, such as collection or another delivery attempt where offered.

If a parcel is returned to the sender, we will assess the reason and discuss an appropriate reshipment or refund arrangement.

Any proposed charge arising from a customer-provided address error will be explained before you agree to proceed. If the problem resulted from our error, we will arrange an appropriate solution without additional costs to you.

Delayed or Missing Parcels

Contact us if delivery exceeds the estimated period, tracking has stopped progressing, or you believe the parcel has been lost.

Provide your order number, tracking details if available, and any relevant carrier messages. We will review the shipment and investigate with the carrier or fulfillment provider as appropriate.

We will not leave you to resolve a missing-shipment issue with the carrier on your own.

If a shipment is confirmed lost or cannot be delivered, we will arrange an appropriate replacement or refund based on the circumstances and applicable consumer rights.

Tracking Shows “Delivered,” but the Parcel Is Missing

Check any delivery photograph, location description, or carrier note. Where practical, ask whether someone at your address accepted the package.

If the parcel remains missing, contact service@marzeluvo.com with your order number and explain what you have checked.

We will review the available delivery information and investigate with the relevant provider. A “Delivered” tracking status alone will not prevent us from considering your report or investigating the missing parcel.

Checking Cosmetics on Arrival

Review your parcel and its contents after receipt. Contact us as soon as reasonably possible if a product is broken, leaking, defective, incorrect, incomplete, or significantly different from its description.

Check that the products and shades supplied match your order. For missing items or accessories, identify what arrived and what was absent.

Where possible, include clear photographs of the affected product, packaging, and shipping label. Keep the item and packaging available during the review where practical.

Do not use a product that appears damaged, contaminated, or unsafe. If packaging is broken or leaking, contact us before attempting to return it so we can provide appropriate handling and shipping instructions.

We will provide an appropriate replacement, refund, or return solution without additional costs to you arising from these issues.

Customs and Overseas Transit

Orders dispatched from overseas may pass through customs before entering the local delivery network. Inspections or requests for information can extend transit beyond the estimated period.

If you receive an unexpected customs notice or payment request, contact us with a copy of the notice before taking action. We will review the shipment arrangements and help clarify the next steps.

A customs-related delay does not prevent you from requesting assistance. Contact us if a parcel appears overdue or the instructions you receive are unclear.

Returns After Receipt

You may request a return within 30 calendar days after receiving your order.

For personal preference returns, products must be unused, in their original condition, and accompanied by their original packaging and accessories. A cosmetic that has been applied, swatched, or otherwise used does not meet the unused requirement for this type of return.

Customers cover return shipping costs for personal preference returns. Original shipping charges are generally nonrefundable for these returns.

If the purchase originally qualified for free shipping, we do not deduct an outbound shipping charge from the refund. We do not charge restocking fees.

For product problems or order errors, we provide an appropriate solution without additional costs to you arising from the issue. Personal preference return conditions do not automatically disqualify a defect claim.

Contact us before sending anything back. We provide the return address after reviewing your request. Do not send returns to the company address below.

Refunds and Cancellations

Approved return refunds are initiated to the original payment method within 5–10 business days after the returned item is received, inspected, and approved.

If no return is required, the same processing period begins when the refund is approved.

For a paid, unshipped order approved for cancellation, we initiate the refund within 5–10 business days after cancellation approval. We do not charge cancellation fees.

Your bank or payment provider may need additional time to post the funds after we initiate the refund.

Please read our Return & Refund Policy for the complete conditions and procedure.

Shipping Support and Business Details

For questions about preparation, shipping charges, tracking, address corrections, or delivery concerns, contact our support team. Include your order number whenever possible.

Brand Name: Marzeluvo

Company Name: Chongqing Huanyue Information Technology Co., Ltd.

Company Address: Room 9-2, Unit 2, No. 55 Chongqing Village, Lianglukou Subdistrict, Yuzhong District, Chongqing, China

Customer Support Email: service@marzeluvo.com

Support Hours: Monday–Saturday, 9:00 AM–6:00 PM EST

We aim to respond to customer inquiries within 1–2 business days.