Frequently Asked Questions
Find answers about shipping, returns, products, payments, orders, and your account.
Shipping & Delivery
Everything you need to know about processing, shipping, delivery and tracking.
Where do you ship from?
Where do you ship from?
Orders are dispatched from our fulfillment location in Shanghai, China. Delivery availability and shipping options are shown at checkout for the address entered.
How long does delivery take?
How long does delivery take?
Orders are normally processed within 1–2 business days. Standard international delivery normally takes 7–15 business days after dispatch. These are estimates rather than guaranteed dates. Customs, holidays, remote destinations, weather, carrier disruption, or address problems may cause delays.
Do you offer free shipping?
Do you offer free shipping?
Orders over $50 USD qualify for free standard shipping where that service is available. Shipping charges for other orders are calculated and displayed at checkout.
How do I track my order?
How do I track my order?
When tracking becomes available, it is sent to the email address used at checkout. It may take up to 72 hours after dispatch for the first carrier update to appear. Available order information can also be reviewed through your customer account.
Will I be charged customs duties or import taxes?
Will I be charged customs duties or import taxes?
Possibly. Duties, taxes, brokerage charges and other import fees are determined by the destination country’s authorities and are the recipient’s responsibility. We cannot calculate or guarantee these charges in advance. Refusing or abandoning a parcel because of customs charges may affect refund eligibility.
Is express shipping available?
Is express shipping available?
Available shipping services are displayed at checkout. If an express option is not shown for your address, only standard shipping is currently available for that destination.
Do you ship to every address?
Do you ship to every address?
Not necessarily. Some products, countries, remote locations, PO boxes or military addresses may not be serviceable. Enter your complete delivery address at checkout to view the options currently available.
Why did only part of my order arrive?
Why did only part of my order arrive?
Items from one order may occasionally ship separately and arrive on different dates. Check for additional tracking numbers first. If no additional shipment is shown and an item appears to be missing, contact us within 7 calendar days of delivery with photographs of the parcel, shipping label, packaging and items received.
Tracking says delivered, but I cannot find my package. What should I do?
Tracking says delivered, but I cannot find my package. What should I do?
Check your mailbox, entrance, safe places, reception, building management, household members and neighbors. Then wait up to 3 business days, since some carriers scan parcels before final delivery. If it is still missing, contact the local carrier for a case number and send that information to us. A delivered scan does not qualify for an automatic refund; we will review the available delivery evidence and investigation result.
Returns & Refunds
Information about returns, damaged items, exchanges and refunds.
What is your return policy?
What is your return policy?
You may request a change-of-mind return within 30 calendar days after carrier-confirmed delivery. The product must be unused, untested and unopened, with all seals intact, in its original packaging and in resalable condition. Contact us for written authorization before sending anything back. Opened or used cosmetics cannot be returned for a change of mind.
Who pays for return shipping?
Who pays for return shipping?
For a change-of-mind return, the customer is responsible for tracked return shipping and the parcel until delivery. We normally do not require damaged, defective or incorrectly supplied products to be returned. If we specifically require a return because of an error on our part, we will provide instructions and cover reasonable return shipping costs.
I received a damaged, defective or incorrect item. What should I do?
I received a damaged, defective or incorrect item. What should I do?
Contact contact@ourbellacosmetics.com within 7 calendar days of delivery. Include your order number, a description, and clear photographs or video of the product, shipping label, external parcel and internal packaging. Keep the product and all packaging until the review is complete.
After review, we may offer a replacement, reshipment, mutually agreed partial refund, full refund or another reasonable resolution depending on the circumstances.
An item is missing from my parcel. What should I do?
An item is missing from my parcel. What should I do?
Report it within 7 calendar days of delivery. Send photographs of everything received, the external parcel, shipping label and internal packaging. We may review package weight and warehouse records. A confirmed missing item may be reshipped or refunded for the amount actually paid for that item.
Can I exchange a product for a different shade?
Can I exchange a product for a different shade?
We do not currently offer direct exchanges. An unopened product may be eligible for an authorized return under the return policy, after which a new order can be placed. Opened or tested cosmetics are not returnable because of shade or personal preference.
How long does a refund take?
How long does a refund take?
We normally submit an approved refund to the original payment method within 5–7 business days. Your bank, card issuer, PayPal, Apple Pay, Google Pay or other payment provider may require additional time to display the funds.
Which items are not returnable?
Which items are not returnable?
Opened, swatched, tested, used, altered or customer-damaged cosmetics are not eligible for change-of-mind returns. Gift cards, complimentary gifts, free samples, products without complete original packaging, items marked Final Sale and late requests are also excluded, except where applicable law requires otherwise.
Products & Use
Ingredients, application, shade appearance, sensitivity and product care.
Are Ourbella products vegan and cruelty-free?
Are Ourbella products vegan and cruelty-free?
Our current products are presented as vegan and cruelty-free based on information available from our manufacturers and ingredient suppliers. Unless a specific third-party certification is displayed for a product, this statement should not be interpreted as independent certification. If avoiding a particular animal-derived ingredient is important to you, review the product ingredient information and contact us before ordering.
Are cosmetics “FDA approved”?
Are cosmetics “FDA approved”?
Ordinary cosmetic products are generally not individually approved by the U.S. FDA before sale, although certain color additives are subject to approval requirements. Cosmetics must still meet applicable safety and labeling requirements in markets where they are offered. Product availability may therefore vary by destination. Contact us if you need information about a specific product or ingredient.
Where can I find the ingredient list?
Where can I find the ingredient list?
Check the product page and product packaging for the applicable ingredient information. Formulas may differ between products or shades. If you cannot locate the information or need help checking a specific ingredient, contact us before purchasing and identify the exact product and shade.
Can I use the products on sensitive skin?
Can I use the products on sensitive skin?
Individual sensitivities vary, so no cosmetic can be guaranteed suitable for every person. Review the ingredient list and perform a patch test before first use. Stop using the product if irritation occurs. If you have a known allergy, eye condition or other concern, consult an appropriate healthcare professional before use.
What should I do if I experience irritation?
What should I do if I experience irritation?
Stop using the product immediately. If symptoms are serious or persist, seek appropriate medical assistance. You may also contact us with the product name, shade, batch information, photographs and a description of what occurred. Reports are reviewed individually and do not automatically establish a product defect or guarantee a refund.
Collapsible tab headinWill the shade look exactly the same as it does on my screen?
Collapsible tab headinWill the shade look exactly the same as it does on my screen?
Not always. We aim to represent color as accurately as reasonably possible, but appearance can vary because of screen settings, lighting, photography, skin tone, application method and surrounding colors. These normal differences do not by themselves mean a product is defective.
How long will the color last?
How long will the color last?
Wear time varies with skin type, preparation, primer, application, environment and activity. Applying the product to clean, dry skin and using a suitable primer may improve color payoff and longevity. We do not guarantee a fixed number of wear hours for every user.
How should I store the product, and when should I replace it?
How should I store the product, and when should I replace it?
Store cosmetics tightly closed in a cool, dry place away from direct sunlight, excessive heat and moisture. Follow the date, batch information or period-after-opening symbol shown on the product packaging. Stop using a product if its smell, texture, appearance or performance changes unexpectedly.
What is Ourbella doing about packaging waste?
What is Ourbella doing about packaging waste?
We are evaluating practical ways to reduce packaging waste and improve recyclability. Packaging components and local recycling rules vary, so check the material markings and recycling guidance available in your area. We will publish specific targets only after they have been finalized and can be supported.
Payments & Orders
Payment methods, currencies, order changes, addresses and discount codes.
Which payment methods do you accept?
Which payment methods do you accept?
We accept the payment methods displayed at checkout. Available options may depend on your device, browser, location and checkout eligibility.
Which currency is used?
Which currency is used?
Website prices are displayed in the currency selected or shown on the storefront. Your payment provider may convert the charge and apply its own exchange rate or international transaction fee.
Can I cancel or modify an order?
Can I cancel or modify an order?
Contact us within 12 hours of placing your order. We will make reasonable efforts to help, but cancellations, product changes and address changes are not guaranteed once processing has begun. Dispatched orders cannot be changed or recalled.
I entered the wrong shipping address. What happens now?
I entered the wrong shipping address. What happens now?
Contact us immediately. If processing has not begun, we may be able to correct the address. Customers are responsible for providing a complete and accurate delivery address. If a parcel is returned because of an address problem, reshipment requires payment of the new shipping cost, and any eligible refund may be reduced by the actual costs incurred.
I did not receive an order confirmation email.
I did not receive an order confirmation email.
Check your spam or junk folder and confirm that the correct email address was entered. You can also review available order information through your customer account. If the order appears but the email is missing, contact us with the order details. Do not place a duplicate order unless you have confirmed that the first payment failed.
Why is my discount code not working?
Why is my discount code not working?
Check the spelling, capitalization, expiration date, minimum spend, eligible products, usage limits and whether another promotion is already applied. Some discounts cannot be combined. If the code should be valid, contact us with a screenshot before completing checkout. Discounts normally cannot be applied retroactively.
My payment is pending or appears twice. What should I do?
My payment is pending or appears twice. What should I do?
A failed or interrupted checkout can temporarily create a pending authorization, which is not always a completed charge. Check your order confirmation and payment account. If two completed charges remain, contact us with the order number and transaction details. Do not send your full card number or security code.
Account, Email & Privacy
Customer accounts, email preferences, personal data and customer support.
Do I need an account to place an order?
Do I need an account to place an order?
No. Guest checkout is available where shown. Creating or using a customer account can make it easier to view your order history, manage your information and review available order details.
How do I sign in to my account?
How do I sign in to my account?
Select the account icon and enter the email address associated with your orders. Shopify will send a secure 6-digit verification code to your email. Enter the code to access your account. No password is required.
How do I unsubscribe from marketing emails?
How do I unsubscribe from marketing emails?
Use the unsubscribe link at the bottom of any marketing email. Marketing messages will stop after the request is processed, although you may still receive necessary transactional messages such as order confirmations, shipping notices, security notices and customer support responses.
How do I request access to or deletion of my personal data?
How do I request access to or deletion of my personal data?
Email contact@ourbellacosmetics.com with the subject “Data Request” and explain what you are requesting. We may need to verify your identity. Some transaction, tax, fraud-prevention, dispute or legal records may need to be retained even after an account is deleted.
Why is my product review awaiting approval?
Why is my product review awaiting approval?
Reviews may be moderated before publication to remove spam, duplicate submissions, personal information, unlawful content, unrelated material or content that cannot be displayed safely. A critical but genuine product opinion will not be rejected merely because it is negative.
How can I contact customer support?
How can I contact customer support?
Use our Contact Us page or email contact@ourbellacosmetics.com. We normally respond within 1–2 business days, Monday through Friday, excluding public holidays.
Still have questions?
Our customer care team is here to help. We normally respond within 1–2 business days, Monday through Friday.