General FAQ
Frequently Asked Questions
Common questions about orders, shipping, products, and returns.
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express), PayPal, and other payment methods available at checkout. Payment is processed securely through our payment provider.
Can I modify or cancel my order after placing it?
Orders cannot be modified or cancelled once payment is confirmed. Processing begins immediately after your order is placed.
How long does shipping take?
Processing takes 5–9 business days. Shipping takes 3–10 days for North America and 7–21 days for international destinations. Total delivery time: 8–19 days for North America, 12–30 days for international orders.
Do you offer free shipping?
Yes. Free shipping on all orders over $95, worldwide.
Do you ship internationally?
Yes. We ship worldwide. International orders may be subject to customs duties and taxes determined by your country. These charges are not included in your order total.
How do I track my order?
You will receive a tracking number via email once your order ships. Use this to monitor your shipment. If you do not receive tracking information within 10 business days, contact us.
What if my order is lost or damaged in transit?
Contact us immediately with your order number and photos of any damage. We will replace or refund damaged or lost items in full.
What is your return policy?
Returns accepted within 14 days of delivery. Products must be unopened, unused, and in original packaging. Damaged or defective products are eligible for return regardless of condition.
Who pays for return shipping?
The customer is responsible for return shipping costs unless the product is damaged or defective. In those cases, we cover the return shipping.
How long does it take to process a refund?
Refunds are processed within 5–7 business days after we receive your returned item. The refund will appear in your original payment method within 5–10 business days depending on your bank.
Can I exchange a product for a different shade or item?
Return the item for a refund and place a new order for your preferred product.
Are your products vegan and cruelty-free?
Yes. All products are 100% vegan and cruelty-free. No animal testing at any stage. No animal-derived ingredients.
Where are your products manufactured?
All products are manufactured in Canada under certified production protocols.
Do your products contain parabens, sulfates, or phthalates?
No. Our formulas are free from parabens, sulfates, and phthalates.
How long do lip products last once opened?
Lip glosses and lip oils typically last 12–18 months once opened. Cream lipsticks last 18–24 months. Store in a cool, dry place away from direct sunlight.
Are your brushes synthetic or natural hair?
All brushes use synthetic bristles (PBT fiber and nylon-polyester blends). Vegan and cruelty-free. Designed for precision, durability, and compatibility with both powder and liquid products.
How do I clean my brushes?
Rinse bristles under lukewarm water. Apply a small amount of gentle cleanser or brush soap. Swirl bristles in your palm to lather. Rinse thoroughly until water runs clear. Reshape bristles and lay flat to dry. Do not dry upright as water can loosen the ferrule adhesive.
Where can I find the ingredient list for a specific product?
Full ingredient lists are provided with each product. Ingredients are listed in descending order by concentration.
How can I contact customer support?
Email us at support@luvianmarelle.com — We respond within 1–2 business days.