Help & Support
Do you want to understand the shopping process, select the right makeup products, or check your order and delivery status? We have compiled a list of frequently asked questions to help you easily find the information you need.
Is free shipping available for all orders?
Yes, we offer free shipping on all orders; there is no minimum purchase requirement. You can view available shipping methods and order details when placing your order. Please refer to the information displayed at checkout for specific delivery arrangements.
How can I choose the right makeup products for myself?
When selecting makeup, consider your skin tone, preferred makeup style, and usage habits. We recommend carefully checking shade descriptions when buying foundation, and referring to product images and color descriptions when choosing lipsticks or blushes. It is also helpful to pay attention to product texture, finish, and usage instructions. Please note that colors in product images may vary slightly from the actual product due to screen settings and lighting conditions.
Are these makeup products suitable for daily use?
Kinavatar offers a variety of makeup products to suit different needs—whether you want to create a natural base, add a healthy flush to your cheeks, or add color to your lips, you can mix and match products to suit your personal style. You can also choose setting products and makeup removers that align with your routine. Please refer to the specific product detail page for information on features, application methods, and precautions.
Can I modify or cancel my order after payment?
If you need to change your shipping details, adjust the items in your order, or cancel the order, please contact us as soon as possible with your order number. We will do our best to assist you based on the order’s current processing status. However, if the order has already entered the shipping preparation stage or has been handed over to the carrier, modifications or cancellations may no longer be possible; this depends on the actual processing status.
What should I do if there is an issue with the items I received?
If your package contains missing or incorrect items, or if products were damaged during transit, please contact our customer service team promptly. To help us resolve the issue quickly, please have your order number and photos of the items (clearly showing the problem) ready. We will verify your order details and assist you with the next steps based on the specific situation.
Where can I view detailed product information before placing an order?
Each product’s detail page provides a description, information on colors or shades, texture characteristics, and usage instructions. We recommend carefully reviewing this information before purchasing—paying particular attention to foundation shades, the color payoff of lip products, and the application or removal methods for setting and makeup-removing products. If you have any remaining questions about a specific item, please feel free to contact us before placing your order.
Can I request a return if I find the product unsuitable after receiving it?
We understand that everyone has different preferences regarding makeup colors, textures, and the overall user experience. If you wish to request a return or report an issue after receiving your order, please contact us first to understand the applicable return conditions and the specific process. As makeup and personal care products are subject to hygiene and safety standards, return eligibility is assessed based on the product’s condition and our website’s return policy. We recommend carefully checking product details before purchasing to ensure you make the best choice.
How can I contact Kinavatar's customer service team?
If you have any questions regarding product details, order status, shipping arrangements, or after-sales service, you can reach us via the “Contact Us” page on our website. To help us address your needs promptly, please include your order number when inquiring about an existing order. Our team will do its best to provide you with a clear and timely response.
