Orders & Payment
Q1: How long does it take to process my order?
A: Orders are processed within 1‑3 business days after payment confirmation. Processing time covers product preparation and packaging and does not include shipping transit time, customs clearance or logistics delays. Weekends and public holidays are excluded.
Q2: Why was my payment declined?
A: Common reasons include insufficient balance, mismatched billing address, expired card, or bank‑enabled international transaction restrictions. Please verify your card details or try an alternative payment method. Contact customer support if issues persist.
Q3: When will I receive my refund after approval?
A: Once your refund is approved, funds return to your original payment method. Please allow 3‑10 business days for the funds to show in your account. Actual arrival depends on your bank, card issuer or payment provider processing speed, which we cannot accelerate.
Shipping & Delivery
Q4: Where will my order ship from?
A: Depending on inventory and destination, items may be fulfilled from partner warehouses in China, Hong Kong, the United States or other regions. Fulfillment location will not affect product quality, price or your order‑related rights.
Q5: What are the estimated delivery times?
A: Estimated transit times after dispatch: ‑ North America: 7‑15 business days ‑ European Economic Area (EEA): 8‑18 business days ‑ Southeast Asia: 5‑12 business days ‑ Other global regions: 10‑25 business days These are estimates only and exclude processing time, weekends, holidays, customs holds and carrier disruptions.
Q6: What are your shipping fees?
A: Standard shipping rate: US$4.99 for order subtotal $0.00‑$49.99. Free standard shipping for orders subtotal US$50.00 and above. All shipping costs will be clearly displayed at checkout before payment.
Q7: Who is responsible for customs duties and import taxes?
A: All import duties, taxes, clearance fees and local administrative charges for cross‑border shipments are the buyer’s responsibility according to local customs laws. Mirvsol and Zhaoqing Linyuan Trading Co., Ltd. have no control over customs inspection, tax assessment or package detention. We can provide supporting documents upon request but are not liable for customs‑related costs or losses.
Q8: Can I change my shipping address after placing an order?
A: Address modification is only possible if you contact customer service within 24 hours after order placement and before the parcel is dispatched. Once the package leaves the warehouse, address, recipient details and shipping method cannot be changed. We reserve the right to reject requests if warehouse processing has already started.
Q9: My package is delayed. What should I do?
A: Delivery times are not guaranteed. Delays may be caused by logistics congestion, customs inspection, bad weather or force‑majeure events outside our control. Please contact our support team with your order number, and we will check and share available logistics updates. Compensation is not guaranteed for uncontrollable delays.
Q10: What happens if my parcel is lost?
A: If tracking shows no movement for 15 consecutive business days, or the carrier officially confirms loss or mis‑delivery, submit an inquiry to customer service with your order number and tracking proof. After investigation and verification, you may choose free reshipment or full order refund. Claims will not be approved if tracking shows successful delivery to your provided address, package is held by customs, or loss results from incorrect address information you provided.
Returns & Cancellations
Q11: Can I cancel my order?
A: You can cancel and receive a full refund free of charge before your items enter production or are shipped. Cancellation requests cannot be accepted once the parcel has been dispatched from our warehouse.
Q12: What is your return window?
A: Return applications must be submitted within 30 calendar days from the day you receive your package.
Q13: What are the return conditions?
A: Full‑size main products must remain unopened, unused and unswatched. Returns will be rejected once the seal is broken. Sample/trial‑size products can be opened and tested without affecting return eligibility for unopened full‑size goods. Items must be returned with original undamaged packaging. For hygiene reasons, liquid makeup, cream‑based skincare, face masks and lip gloss are non‑returnable after opening, except for quality‑defective, misdescribed or unsafe products, for which we cover return shipping costs.
Q14: Who pays return shipping fees?
A: For voluntary returns due to personal preference, the buyer covers return shipping cost. No restocking fee applies for eligible returns. If items are defective, damaged or shipped incorrectly due to our error, we cover all return delivery costs.
Q15: How do I submit a return?
A: Email service@mirvsol.com with your purchase proof to submit a return request. Wait for our reply with the dedicated return warehouse address. Safely repack items and ship only to the address provided by support. Do not send returns directly to our raw‑material manufacturer. After receiving and inspecting returned goods, we will notify you of approval or rejection within 3 business days.
Privacy & Account
Q16: What personal information do you collect?
A: We collect contact details, payment‑related information, account data, order and transaction history, customer‑service correspondence, device and website‑usage data. Data is collected directly from you, automatically via our site, and through authorized service providers and partners. Please read our full Privacy Policy for complete details.
Q17: Do you use cookies?
A: We use essential, analytical and marketing cookies. Essential cookies cannot be disabled as they support site functions like cart and checkout. You can adjust cookie settings via your browser. We respect Global Privacy Control signals.
Q18: What are my data‑privacy rights?
A: Depending on your region, you may have rights to access, correct, delete, obtain a copy of your personal data, and opt out of targeted‑advertising‑related data sharing. EEA and UK users hold additional GDPR rights. You can exercise your rights by contacting our customer support. We will verify your identity before processing requests.
Q19: Will you send marketing emails to me?
A: You may receive promotional emails based on your consent. You can unsubscribe anytime using the unsubscribe link inside marketing emails. You will still receive essential transaction‑related emails for your orders and account.
Customer Support
Q20: How can I contact Mirvsol customer service?
A: Email: service@mirvsol.com Phone: 18868425468 Business Hours: Monday‑Friday, 9:00 AM‑5:00 PM
Operating entity: Zhaoqing Linyuan Trading Co., Ltd. Registered Address: Unit A013, 5th Floor, Nos. 36 & 38, Shichang West Street, Duanzhou District, Zhaoqing City (Residential‑to‑Commercial Conversion)