FAQ

1. Where do you ship your beauty products from? We ship rivorol beauty items from our authorized partner warehouses located in Mainland China, Hong Kong, the United States or other regions. The dispatch location depends on real-time stock availability and your delivery destination. Product quality, pricing and your after-sales rights will not be affected by which warehouse fulfills your order.
2. How long will my order take to arrive? We process orders within 1‑3 business days once your payment is confirmed. After dispatch, estimated delivery takes 7‑12 business days. International parcels may experience unexpected delays due to customs clearance, which is out of our control. Business days exclude weekends and official public holidays.
3. What are your shipping fees and free shipping terms? Flat standard shipping rate: **$4.99 USD** for orders valued $0.00 – $49.99 USD. Free standard shipping for all orders subtotaling $50.00 USD and above. Additional surcharges may apply to overweight or oversized beauty bundles, and these fees will be clearly shown at checkout before payment. Import duties, customs taxes and local clearance charges are the responsibility of the recipient.
4. Can I get a tracking number for my package? Yes. A tracking number will be sent to your registered email address once your package leaves our fulfilment warehouse. You may track your delivery online using the tracking information provided.
5. What should I do if my package is delayed, lost or not delivered? Please first check the latest tracking updates online. If your shipment is stuck, heavily delayed or marked lost, contact our customer support at service@rivorol.com with your order number and tracking ID. We will open an investigation with the logistics provider and discuss possible solutions such as reshipment or refund after review. We cannot offer compensation if you provided an incorrect shipping address at checkout.
6. Am I able to cancel my order? Full cancellation and refund are available before your goods are dispatched. Once the order has been shipped, cancellation is no longer possible. You may submit a return request after receiving the item in accordance with our 30-day return policy.
7. What are your return and exchange rules for beauty products? We offer a 30-day return window starting from the day you receive your package. Items must be unused, unmodified, in original sellable condition and returned with all original packaging, tags and included accessories. Custom-made products, hygiene-sensitive beauty goods, clearance and final-sale items, and goods damaged from improper customer use cannot be returned. You must contact our support team and obtain official return authorization before sending items back. Returns sent without prior approval may be rejected.
8. Are your beauty products cruelty-free? We do not conduct animal testing on our finished beauty products or raw ingredients. All our items are developed without cruelty to animals, complying with relevant global requirements for cruelty-free cosmetic standards.
9. Can I use these beauty products if I have sensitive skin? Many of our products are formulated for sensitive skin, but skin conditions vary individually. We strongly recommend performing a skin patch test on your inner wrist or jawline before full facial use. Discontinue use immediately if redness, itching or irritation occurs.
10. Where can I view the full ingredient list of each product? Full ingredient information is printed on each product packaging. You may also find ingredient details on the corresponding product page on our website. Please carefully review ingredient lists if you have known allergies to cosmetic components.
11. Who covers the return shipping cost and how long will refunds take? Returns due to personal preference (change of mind): You will bear all return shipping expenses. The original outbound shipping fee is non-refundable. Defective items, damaged goods on arrival or wrong item delivery (our error): Zhaoqing Yuansu Trading Co., Ltd. will cover eligible return shipping fees. Clear photo proof will be required. Once we receive and inspect your returned goods, we will approve or decline your refund request. When approved, funds will be returned to your original payment method. Please allow 5‑10 business days for your payment provider to process and reflect the refund in your account.
12. How do I contact customer service, and what rights do I have regarding my personal data? You can reach our support team via email or phone. You have the right to access, amend or delete your personal information, as well as restrict or object to data processing. You can also request a copy of your data in a standard machine-readable format and submit complaints to your local data protection authority. Please send all privacy enquiries to our support email. We will respond within 30 calendar days once we verify your identity.

Official Information

Operating Company: Zhaoqing Yuansu Trading Co., Ltd. Address: Unit B105, 5th Floor, Nos. 36 & 38 Shichang West Street, Duanzhou District, Zhaoqing City (Residential-to-Commercial Conversion) Support Email: service@rivorol.com Contact Phone: 15623064370 Customer Service Hours: Monday to Friday: 9:00 AM - 5:00 PM

If your question is not listed above, please feel free to contact our customer support team for assistance.