I. Order Processing & Logistics
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How long will it take to ship after placing an order? And how long will it take to receive the package?
A: For paid orders, packing and dispatch will be completed within 1–2 working days (weekends and public holidays excluded; timelines will be extended accordingly). The estimated delivery time for international shipping is around 7–14 working days, with minor delays possible due to local customs clearance, courier capacity, or remote location delivery constraints. An email containing the Tracking Number will be sent once the order is shipped, allowing you to track the parcel status in real time.
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What should I do if the logistics shows that the item has been signed for but I haven't received it?
A: ① First check if the parcel has been collected on your behalf by a locker, community property management, reception desk or neighbor; ② Contact the local courier directly with the tracking number to inquire about the delivery record; ③ If still no result, please contact our online customer service or send an email to CS@timephoria.com within 7 working days, with your order number and other relevant information attached. We will apply to the logistics provider for the delivery receipt if necessary.
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Can I cancel the order or modify the delivery address after placing an order?
A: Since our order processing speed is extremely fast, there is a high probability that we cannot intercept, cancel the order, or modify the address after payment. If the package is returned due to an incorrect address filled in by the customer, only the payment for the goods will be refunded, and the customer shall bear the round-trip freight themselves. Please double-check the address, product, and shade number before placing an order.
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Who shall bear the customs duties and Value Added Tax incurred on the parcel?
A: All customs duties and import tariffs of various countries shall be borne by the recipient. It is recommended to check the cosmetics import regulations of your own country before placing an order.
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What's the minimum order amount for free shipping?
A: Different shipping regions correspond to different shipping fee standards, which will be automatically displayed on the checkout page if the order amount is below the threshold. We recommend that you check the shipping policy on our official website based on your country of residence: https://timephoria.com/policies/shipping-policy
II. General Product Category
1. Does the product contain alcohol, essence, or preservatives?
A: The complete ingredient list is available on the product detail page of our official website or on the outer packaging of the product. As individual tolerance to ingredients varies, we recommend checking the ingredient list before making a purchase.
2. Is it applicable for pregnant or breastfeeding women?
A: We cannot provide medical advice. It is recommended to consult your dermatologist or obstetrician with reference to the ingredient list.
3. Can people with sensitive skin or damaged skin barrier use this product?
A: When using any new product for the first time, it is recommended to apply it behind the ear or on the inner wrist for a 24-48 hour patch test; only apply it to your entire face if no redness or stinging occurs.
4. How should the product be stored? What is its shelf life? How long can it be used after opening?
A: Store in a cool, dark place at room temperature. Do not expose to direct sunlight or place in a high-temperature, humid environment such as a bathroom. For unopened products, check the outer packaging for the shelf life; for opened products, the shelf life is marked on the bottom of the product. It is recommended to replace the product in a timely manner once it expires to avoid inactivation of active ingredients and bacterial growth.
5. When will the out-of-stock items be restocked?
A: Best-selling products will be restocked regularly. You can subscribe to restock alerts on the product page, and an email notification will be sent to you automatically once the products are available again.
6. Are the ordered products genuine?
A: The official website is a direct sales channel of the brand. Each product comes with exclusive brand-engraved packaging, and all products are genuine. Products are also available at offline authorized stores, and we do not recognize low-priced goods from unauthorized purchasing agents.
7. Is it normal for there to be slight inconsistencies in the odor, color, and texture of products from different batches?
A: Slight color differences and variations in scent intensity may arise from natural batch-to-batch variations in raw materials. As the core formula of the product remains unchanged, such differences will not affect the efficacy and are a normal phenomenon for genuine products.
8. Are samples of the same quality as the full-sized products?
A: Rest assured, the formula of the trial size is exactly the same as that of the full-size product, with only the capacity specification differing.
III. After-sales Service Category
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Can I return or exchange the goods without giving a reason?
A: As cosmetics are products that come into contact with the skin, opened/used products are not eligible for return without reason; for intact, unopened products, you may apply for return or exchange in accordance with the return and exchange policy on the page, and the return shipping fee shall be charged in accordance with the relevant rules.
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Is a refund available if I'm not satisfied?
A: Quality issues will be handled in accordance with relevant policies upon presentation of valid vouchers; individual skin intolerance and subjective dislike do not fall under product quality issues, and direct refund is not supported. Please read the product instructions carefully before purchase.
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What should I do if the received product is damaged, under-shipped or omitted?
A: Please contact us within 48 hours after signing for the parcel, and provide the order number, a photo of the waybill, and a complete photo of the received item (including the outer packaging and a close-up of the damaged product). After verification by our customer service team, the issue will be handled in accordance with the after-sales policy, and you will not be required to bear the shipping fee.
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If I try out one item from a set, can I return the whole set?
A: If any individual item of a set has been unsealed and used, the whole set will not meet the return and exchange conditions. As a bundled sales combination, the set does not support after-sales processing for separate items.
IV. Payment and Discounts
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How to use coupons? What causes the failure of threshold-discount / discount codes?
A: Select an available coupon on the checkout page. Note that coupons may be subject to restrictions such as usage thresholds, validity periods, minimum spending requirements, ineligibility for stacking with other promotions, and a limit of one coupon per order. Please be sure to check the coupon usage rules carefully.
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Payment was deducted successfully, but the order shows as unsuccessful?
A: This may be caused by a delay in the payment channel. If this happens, please do not place duplicate orders, and you can contact customer service to check the order status.
