FAQ

Frequently Asked Questions

Your Guide to Shopping With Zyvellio

Here you will find answers to common questions about ordering, shipping, product details, and customer support at Zyvellio.

For additional assistance, contact service@zyvellio.com. If your question concerns an existing order, include your order number and the email address entered at checkout.

1. Ordering and Payment

How do I apply a promotional code?

Once you have added your selected items to the cart, proceed to checkout and enter your code in the discount or promotional code field before paying.

If the code is accepted, the discount should appear in your order summary. Review the final amount before submitting your purchase.

Please contact our support team if an eligible code does not work as expected.

Which payment methods can I use?

Available payment options are displayed at checkout. Depending on your location, device, and the services available, these may include:

  • PayPal

  • Visa

  • Mastercard

  • American Express

  • Other supported credit and debit cards

  • Apple Pay

  • Google Pay

Independent payment service providers generally process payments made through our store.

2. Shipping Fees and Delivery Areas

What are your standard shipping charges?

For eligible deliveries within the United States, standard shipping is calculated according to the order subtotal:

Order Subtotal Standard Shipping Fee
$0.00–$38.99 $3.99
$39.00 or more Free

The shipping fee applicable to your purchase will appear at checkout before you confirm the order.

Which destinations do you serve?

Zyvellio currently accepts orders for eligible delivery addresses in the United States.

Standard shipping is available to supported U.S. destinations. Enter your address during checkout to check whether delivery is available.

3. Processing and Arrival Estimates

How much time should I allow for delivery?

Your order normally goes through processing before it is dispatched.

Order Stage Estimated Time
Order processing 1–5 business days
Standard shipping after dispatch 10–20 business days
Total estimated timeframe 11–25 business days

These timeframes are estimates rather than guaranteed arrival dates.

Carrier schedules, seasonal demand, weather, transport disruptions, delivery location, and other logistical factors may affect the actual timing.

Will I receive a dispatch notification?

Once your order has been dispatched and tracking information is available, we will generally email a shipping notification to the address provided at checkout.

This notification may include a tracking number or a link to view updates through the carrier.

4. Tracking Your Delivery

How can I check my shipment?

Follow the carrier link or use the tracking number included in your shipping notification.

The first tracking event may not appear immediately, as the carrier needs time to register or scan the parcel.

What does it mean if tracking has not changed?

A package may travel between facilities without receiving a new scan. Tracking can also remain unchanged while the shipment waits for the next handling stage.

An interval without updates does not necessarily indicate that the package has stopped moving.

If the status remains unchanged for an unusually long period, send your order number to service@zyvellio.com. We can review the shipment information available.

Could my order arrive in more than one package?

Yes. Items may ship separately if they are prepared at different fulfillment locations or need separate delivery arrangements.

Where applicable, separate tracking details may be supplied for each package.

5. Order Emails and Shipping Notices

I cannot find my confirmation email. What should I check?

Check the email account used during checkout, including spam, junk, promotions, and other filtered folders.

If the confirmation is still missing, contact customer support with your checkout email address and any available transaction information so we can help locate the order.

When will tracking information be sent?

Tracking details are generally issued once processing is complete and the order is ready for shipment.

Our usual processing period is 1–5 business days. Please contact us if this period has passed and you have not received a shipping notification.

6. Amending or Cancelling an Order

Can I fix an incorrect shipping address?

Please contact us immediately after noticing an error. Email service@zyvellio.com with:

  • Your order number

  • The email address used at checkout

  • The complete corrected delivery address

We will make reasonable efforts to amend the address before dispatch. Once the parcel has been transferred to the carrier, an address change may no longer be possible.

Can I adjust the product, shade, or quantity?

We may be able to accommodate changes while an order is in the early stages of processing.

Contact us promptly and describe the adjustment you need. Depending on the order’s progress, our team can review requests concerning products, shades, quantities, or certain checkout details.

Changes cannot be guaranteed once fulfillment has begun.

How can I request cancellation?

Email our customer support team as soon as possible, providing your order number and a clear cancellation request.

Cancellation is generally easier before items are packed or dispatched. Once fulfillment has advanced or shipping has started, cancellation through the normal order process may no longer be possible.

For an order that has already shipped, you may request an eligible return after delivery under our Return & Refund Policy.

Any mandatory cancellation or withdrawal rights provided by applicable law remain unaffected.

7. Product Information and Selection

Where should I look for product specifications?

Please read the relevant product listing before ordering. Depending on the item, it may provide:

  • Product descriptions and features

  • Ingredient information

  • Available shades and variations

  • Size, volume, or quantity

  • Directions for application

  • Texture and finish details

  • Packaging specifications

If something needs clarification, our support team can assist with the information available.

Why does the product look slightly different in person?

Photography, lighting, screen colour settings, packaging revisions, and reasonable manufacturing variations can influence appearance.

Minor differences in shade or packaging do not automatically mean that the item is incorrect or defective.

If the product delivered is materially different from what you ordered, contact us so we can assess the issue.

8. Issues With Received Products

What should I do about a damaged item?

Please notify customer support as soon as reasonably possible.

Where available and relevant, include:

  • Your order number

  • Your checkout email address

  • Clear photographs or a short video showing the affected product

  • Images of the outer packaging

  • An image of the shipping label

We will review your information and explain the next steps in accordance with our Return & Refund Policy and applicable consumer protection requirements.

How do I report an incorrect or missing product?

Send us your order information and a brief description of what is wrong or missing. Where possible, attach photographs of the items received.

Our team will check the details against the order records and provide appropriate assistance.

9. Returns and Refund Updates

What is the process for requesting a return?

Start by reading our Return & Refund Policy for the applicable eligibility requirements, conditions, and procedures.

Then contact service@zyvellio.com and include:

  • Your order number

  • The item you wish to return

  • A brief explanation of your request

Please obtain return instructions from customer support before mailing a package.

Our registered business address is not automatically the address for returning products.

These procedures do not restrict mandatory consumer rights under applicable law.

How long does it take to receive a refund?

The timing depends on the circumstances of the request, including whether goods need to be returned, their condition, the reason for the refund, and the payment method used.

Approved refunds are processed according to our Return & Refund Policy. After processing, your bank, card issuer, or payment provider may require additional time to show the credit.

If you need an update on a pending refund, contact us with your order details.

10. Customer Service Availability

When can I expect a response?

Customer Service Days: Monday to Friday

Typical Email Response Time: Within 24–48 business hours

Public holidays, promotional events, seasonal demand, or inquiries requiring further investigation may result in longer response times.

We aim to review messages and provide relevant assistance within a reasonable period.

11. Business Information and Contact Details

Zyvellio is an online cosmetics retailer operated by Wuhan Minxueya Network Technology Co., Ltd.

For questions about products, payments, orders, delivery, or after-sales assistance, please use the following details.

Brand / Store Name: Zyvellio

Business Category: Online Cosmetics Retail

Operating Company: Wuhan Minxueya Network Technology Co., Ltd.

Registered Business Address:

No. 13 (Subsidiary), No. 9 Jinwu Road, Wulijie Subdistrict, Jiangxia District, Wuhan City, Hubei Province, China

Customer Support Email:

service@zyvellio.com

Customer Support Telephone:

+8615105892643

Support Days: Monday–Friday

Estimated Email Response Time: 24–48 business hours

Wuhan Minxueya Network Technology Co., Ltd. manages Zyvellio’s website operations, order administration, fulfillment arrangements, customer communications, and related after-sales support.

For an existing purchase, please include your order number when contacting us. This helps our team locate the relevant information and review your request efficiently.

Thank you for shopping with Zyvellio. We look forward to helping with your beauty shopping needs.