Shipping & Returns
Clear information about delivery, returns, refunds, and order issues.
Last updated: August 11, 2026
Shipping & Returns
Shipping Information
- Ships from: Shanghai, China
- Processing time: Usually 1-2 business days
- Estimated delivery: Usually 7-15 business days after dispatch
- Free standard shipping: Orders over $50 USD
Orders are normally processed after payment confirmation and dispatched from our Shanghai fulfillment location within 1-2 business days, excluding weekends and public holidays. Processing may take longer during launches, promotions, high-volume periods, or when additional payment or address verification is required.
Standard international delivery normally takes 7-15 business days after dispatch. This is an estimate, not a guaranteed delivery date. Customs inspections, public holidays, severe weather, carrier disruption, remote destinations, incorrect addresses, and other events outside our reasonable control may cause delays.
Orders over $50 USD qualify for free standard shipping where that option is available. Shipping charges for other orders are shown at checkout. We may restrict shipping to certain products, locations, PO boxes, military addresses, or destinations that cannot be reliably served.
Tracking and split shipments
When tracking becomes available, we will send it to the email address used at checkout. Tracking may take up to 72 hours after dispatch to show its first carrier update. You can also review available order information in My Account.
Items from the same order may occasionally be shipped separately. If this happens, you may receive more than one tracking number and the packages may arrive on different dates.
Order Changes & Address Accuracy
Need to change or cancel an order?
Contact us within 12 hours. We will try to help, but changes are not guaranteed once processing has begun.
Cancellation, item-change, and address-change requests must be submitted within 12 hours after the order is placed. We will make reasonable efforts to accommodate the request, but we cannot guarantee changes once an order has entered processing, been packed, or been dispatched.
Customers are responsible for providing a complete and accurate recipient name, street address, apartment or unit number, postal code, telephone number, and other information required for delivery. Ourbella is not responsible for delays, failed delivery, loss, or return caused by incorrect or incomplete information supplied by the customer.
If a parcel is returned to us because of an incorrect address, failed delivery attempt, or failure to collect it, the customer may request reshipment at their own cost. If a refund is available instead, the eligible amount may be reduced by the actual original shipping cost, return shipping, customs charges, carrier fees, and handling costs incurred, including where the original order qualified for free shipping.
Return Policy
- Request window: 30 calendar days after carrier-confirmed delivery
- Required condition: Unused, untested, unopened, all seals intact, original packaging, resalable
- Authorization: Required before sending anything back
- Change-of-mind shipping: Customer's responsibility
You may request a change-of-mind return within 30 calendar days after carrier-confirmed delivery. To be eligible, the product must be unused, untested, unopened, with all seals intact, in its original packaging, and in resalable condition.
Because cosmetics are personal-use products, opened, swatched, tested, or used items cannot be returned for a change of mind, shade preference, texture preference, or other personal preference.
How to request a return
- Contact us first: Email contact@ourbellacosmetics.com with your order number, the item you wish to return, the reason, and clear photographs showing its condition.
- Wait for authorization: We normally respond within 1-2 business days, Monday through Friday, excluding public holidays. Do not send a return until written instructions and the correct return address have been provided.
- Use tracked shipping: For an approved change-of-mind return, the customer is responsible for return shipping and the parcel until it is delivered to the authorized address. Keep the receipt and tracking number.
- Inspection and decision: We will inspect the return after delivery. A refund is issued only if the returned item meets this policy. Unauthorized returns may be refused or may not qualify for a refund.
Original shipping charges, return shipping, customs duties, taxes, currency-conversion differences, and third-party fees are not refundable for a change-of-mind return, except where applicable law requires otherwise.
Non-returnable Items
The following items are not eligible for a change-of-mind return:
- Opened cosmetics or products with a broken or removed seal
- Products that have been swatched, tested, used, altered, or damaged after delivery
- Products without their complete original packaging
- Items damaged through misuse, improper storage, accident, or failure to follow instructions
- Gift cards, complimentary gifts, free samples, and items with no purchase value
- Items clearly marked Final Sale at the time of purchase
- Requests submitted outside the applicable time limit
These exclusions do not apply where an item was damaged, defective, or incorrectly supplied, or where non-waivable consumer rights require another remedy.
Damaged, Incorrect or Missing Items
Report order problems within 7 calendar days of delivery.
Keep the item, shipping label, external packaging, and internal packaging until we complete our review.
If an item arrives damaged, appears defective, is different from what you ordered, or is missing from the parcel, contact us within 7 calendar days after carrier-confirmed delivery.
Please provide all information reasonably available:
- Your order number and the affected product name
- A clear description of the issue
- Photographs of the product, shipping label, external parcel, and internal packaging
- Close-up photographs or video showing damage or the reported defect
- An unboxing video, if one is available
We may review shipment weight, packing records, warehouse records, tracking information, photographs, video, and other available evidence before approving a claim.
Available resolutions
After reviewing an approved claim, Ourbella may offer a replacement, reshipment, partial refund, full refund, or another reasonable resolution, depending on the nature and extent of the issue and any applicable legal requirements.
In most cases, we will 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.
If the customer agrees to keep an incorrect but usable product, we may offer a mutually agreed partial refund instead of arranging a return or replacement. Confirmed missing items may be reshipped or refunded for the amount paid for the missing item.
A customer may receive only one remedy for the same issue. A refund, replacement, reshipment, carrier compensation, insurance payment, or payment dispute recovery cannot be duplicated.
Product Quality Concerns & Sensitivities
Individual preferences, screen color differences, skin tone, application method, environmental conditions, wear time, texture preference, and individual sensitivity do not by themselves establish that a product is defective. Product photographs are intended to represent color as accurately as reasonably possible, but appearance may vary across screens, lighting, skin tones, and application methods.
If you experience irritation or an unexpected reaction, stop using the product immediately and contact us with the product name, batch information, photographs, and a description of what occurred. We review these reports individually and may request additional information. Submitting a report does not automatically establish a defect or guarantee a refund.
Delayed, Lost or Marked-Delivered Parcels
Delayed tracking
A package is not considered lost solely because it has exceeded the estimated delivery window or tracking has paused. Customs processing and carrier handovers may temporarily delay updates. We must first allow the carrier a reasonable period to investigate.
Tracking shows delivered, but the parcel is missing
If tracking shows delivered but you cannot locate the parcel, please:
- Check the mailbox, entrance, porch, safe places, reception desk, building management, household members, and neighbors.
- Wait up to 3 business days, as some carriers scan parcels before final delivery.
- Contact the local carrier and obtain a case or inquiry number.
- Contact us with the order number, carrier case number, and a written confirmation that the parcel was not received.
A delivered tracking status does not automatically qualify a claim for an immediate refund. We may review proof of delivery, delivery location, carrier records, order history, and other relevant information. If the investigation reasonably indicates that delivery was unsuccessful, we may offer a replacement or refund depending on the circumstances.
Confirmed loss in transit
When a carrier confirms that a parcel was lost before delivery, we may offer reshipment or a refund. The investigation period varies by carrier and destination. The same order cannot receive both a replacement and a refund for the same loss.
Refund Process
Approved refunds are issued to the original payment method. We normally submit an approved refund within 5-7 business days. Your bank, card issuer, or payment provider may require additional time to display the funds.
Refunds are based on the amount actually paid after discounts. Complimentary items, gifts, and samples have no refundable cash value. Shipping charges are not refundable unless the approved resolution specifically includes them or applicable law requires otherwise.
We are not responsible for exchange-rate differences, international transaction charges, bank fees, or other charges imposed by a customer's financial institution.
Customs, Duties & Refused Parcels
International orders may be subject to import duties, taxes, customs fees, brokerage charges, or other charges imposed by the destination country. These charges are determined by local authorities and are the recipient's responsibility. Ourbella cannot determine or guarantee these charges before delivery.
Orders refused, abandoned, or left unclaimed because the recipient does not pay applicable charges or complete required customs or delivery procedures do not qualify for an immediate refund.
If such a parcel is returned to us in acceptable condition, any eligible refund may be reduced by the actual original shipping cost, return shipping, customs charges, storage fees, carrier fees, payment fees, and other costs incurred. If the parcel is destroyed, abandoned, confiscated, or otherwise not returned to us, a refund may not be available except where applicable law requires otherwise.
Claim Review & Fair Use
We reserve the right to request additional photographs, video, packaging information, shipping records, written confirmation, identity or address verification, or other reasonable evidence needed to review a claim.
A claim may be declined where it cannot be reasonably verified, contains inconsistent or altered information, is submitted outside the applicable time limit, results from customer misuse or incorrect information, or duplicates a refund, replacement, reshipment, insurance payment, carrier compensation, or payment dispute.
Customers are encouraged to contact us first so we have a reasonable opportunity to investigate and resolve an issue. Opening a payment dispute does not create an entitlement to duplicate compensation.
Nothing in this policy limits any non-waivable rights available to consumers under applicable law.
Still have questions?
We normally respond within 1–2 business days, Monday through Friday.