FAQ

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Common Queries

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Faq For Cosmetic Products

What is the shelf life of cosmetics?

Most Polliam products have a shelf life of 2 to 3 years when unopened. Once opened, we recommend using them within 6 to 12 months for optimal quality.

Do your cosmetics contain preservatives?

Some products contain safe, approved preservatives to ensure quality and stability. We clearly label all ingredients.

Will I have an allergic reaction to your cosmetics?

Our formulas are tested for safety, but everyone’s skin is different. We recommend a patch test before first use.

Where do you ship from?

All orders are shipped from our warehouse based in Guangdong, China

What are the shipping charges for cosmetic products?

Shipping charges depend on your location and order amount. Free shipping is available on qualifying orders.

How long will it take to receive my order?

Orders usually take 3~7 business days with standard shipping. For shipping and delivery inquries, please refer to the tracking code sent in your shipment confirmation email. In the case of missed delivery or re-delivery, please contact the shipping partner directly, as we are not able to track your package or request redelivery on your behalf.

Can I get a refund / return on an item?

Please note that we do not accept returns or offer refunds for any products purchased through our online store. Dock, if you receive a damaged product, we are here to help. Please contact our customer support team within 14 days of receiving your order, providing photos of the damaged item and your order number. We will review your case and work with you to find a suitable solution. Please refer to our Return Policy for more information

Our Experts Answer

Faq Fo Shipping & Delivery

Which courier do you use for delivery?

We use USPS and DHL and UPS for the most convenient shipping or ordering, but it may vary by location. Please refer to the shipping information in the shipping confirmation sent by email.

Where can I find my tracking number?

You can find your tracking number in the shipping confirmation email sent to the email address you used when placing your order.

My address is wrong. Can I change it?

Please make sure your address is correct when ordering. In some cases we can change the address manually, but due to time differences and working hours we are unable to change the address once the package has entered the packaging stage.

My address is wrong and I haven’t received my package yet. Can you ship it again?

Unfortunately, we do not re-ship or refund due to customer error.

I received a shipping confirmation but when I checked I couldn’t find my package. Can you re-ship or refund my order?

Once your parcel has been dispatched and/or delivered, please contact the relevant courier directly to inquire about the delivery status as we are not responsible for what happens to your parcel after it leaves our warehouse.

Our Experts Answer

Faq For Order and Product

Some items are missing from my order.

Please email us at [email protected] with your order number and a photo of the item you received and we will ship the missing item to you free of charge.

The color is not right for me. Can I get a refund or exchange?

We do not provide refunds or exchanges if the customer changes their decision.

My product is faulty/damaged, can I get a refund or exchange?

If there is a problem with the product, please send us detailed photos showing the problem and the product number and we will check it. If the product is defective or damaged, we will send a replacement. Please note that we will not provide replacements for products that are damaged due to customer error.