1) How do I place a return or exchange?
Sorry, we do not do returns at this time! We are only accepting exchanges if the product shipped to you has been damaged during transit.
In that instance, please email firstname.lastname@example.org with pictures of the damaged good and notify us within 30 days from the original purchase date. Please return the damaged product to the following address and include the packing slip:
6285 E Spring
Long Beach, CA, 90808
Once your package has been received and processed, we will promptly send you your replacement product within 3-5 business days.
2) Do you test on animals?
We are 100% cruelty free!! We do not believe in testing on animals and we have thoroughly researched our manufacturers to ensure that they don’t affiliate or purchase ingredients from places that are not cruelty free as well!
3) Are your products vegan?
We are 100% vegan and made with natural and organic ingredients!!
4) How do I check the status of my order?
Once an order has been confirmed, you will receive a tracking number by email. Please allow 1-2 business days for the tracking number to update. If you have yet to receive an order confirmation, always check your Spam or Junk folder first, and then contact email@example.com and we would be more than happy to assist you.
5) Does Bili Beauty ship internationally?
Since we are a very small brand, we will only be shipping to the United States, Canada, and the United Kingdom at the moment. We would of course love to expand this to more countries as time progresses!
6) How long will it take to ship?
We cannot guarantee a specific time. However, domestic will be approximately between 3-5 business days after your order has been processed. International will be approximately 5-14 business days after your order has been processed. Please keep in mind that due to COVID, shipping times have taken longer than usual!
7) Where can I purchase Bili Beauty products?
Currently, Bili Beauty is only available online at www.bilibeauty.com
8) Why is there a smell to my Eyes of India eyeshadow palette?
We do not believe in adding fragrance to our eyeshadows as the skin on our eyelid is very thin and fragrance can aggravate the eye causing sensitivity or infection. Because our product is made with 100% natural ingredients, our eyeshadows simply smell like their raw ingredients.
9) I haven’t received my order, my order is missing items, or my shipment is late?
Please send an email to firstname.lastname@example.org with your order number and preferably the order confirmation email and we will get back to you ASAP.
10) Is there a limit to the number of orders I can place?
To help ensure that we’re selling our products to genuine Bili Beauty customers (and not to resellers), we have placed a limit of 5 per person.
11) Are international customers responsible for paying customs duty and taxes?
Customers are responsible for any fees, duties, or taxes required by customs in their respective country/city.