Return Policy
Return & Refund Policy
Effective Date: October 2026
Thank you for shopping with Arrvella.
Arrvella is committed to providing customers with a clear, dependable, and convenient shopping experience when purchasing our cosmetics, makeup products, and related beauty items.
If you experience any issue with an order, including a return request, refund question, damaged item, incorrect product, or cancellation request, our customer support team is available to assist you.
For return or refund assistance, please contact:
Email:
service@arrvella.com
To help us locate and review your order efficiently, please include your Order ID and the email address used when placing the order.
1. 180-Day Return Period
Arrvella offers an 180-Day Return Guarantee for qualifying purchases.
Eligible return requests may be submitted within:
180 calendar days from the date your order is delivered
Return requests received after this period may not be accepted, except where otherwise required by applicable consumer protection laws.
Before returning any item, customers must first contact our customer service team and receive the applicable return instructions.
2. Eligibility for Returns
Returned products must satisfy the applicable return conditions before they can be accepted.
For returns made because of personal preference or a change of mind, products should generally:
- Be unused where reasonably applicable;
- Remain in their original condition;
- Be returned with the original packaging whenever available;
- Include accessories, instructions, applicators, or other items originally supplied with the product.
For hygiene and safety reasons, opened or used cosmetics may not qualify for a change-of-mind return unless the product is damaged, defective, incorrect, incomplete, materially different from its description, or otherwise covered by applicable consumer protection requirements.
Different review standards may apply when the return relates to:
- Damage occurring during transportation;
- A defective product;
- Receipt of the wrong item;
- Missing parts or components;
- A product that materially differs from the description shown on our website.
Each return request will be assessed individually based on the order information, the reason for return, and the condition of the product.
3. Damaged, Defective, Incorrect, or Misdescribed Products
If a cosmetic or beauty product arrives damaged, defective, incomplete, incorrect, or materially different from the description displayed on our website, please contact Arrvella promptly.
To help us review the issue, we may request information such as:
- Order ID;
- Customer name;
- Email address used for the purchase;
- A description of the issue;
- Photos or videos showing the product and the problem, when appropriate.
Once the information has been reviewed, our customer service team will determine a suitable resolution.
Depending on the circumstances, available resolutions may include:
- Replacement of the affected item;
- Refund of the applicable purchase amount;
- Return arrangements;
- Another reasonable solution based on the nature of the issue.
If the issue is confirmed to have resulted from damage, a defect, incorrect fulfilment, missing items, or a material discrepancy from the website description, Arrvella will provide an appropriate resolution without additional cost to the customer for addressing the confirmed issue.
4. Change-of-Mind Returns
Customers may request a return for eligible products within the 180-day return period even when there is no product defect.
Examples may include:
- No longer wanting or needing the product;
- Ordering the wrong cosmetic item;
- Changing your mind after completing the purchase.
Change-of-mind returns may qualify under our 180-Day Return Guarantee, provided that the item satisfies the return conditions described in this policy.
Customers must contact Arrvella before sending any item back.
For preference-based or change-of-mind returns, customers are generally responsible for return shipping costs, unless Arrvella expressly states otherwise or applicable law requires otherwise.
Any original delivery or shipping fee paid at checkout may also be non-refundable for preference-based returns, unless otherwise required by applicable law or expressly stated by Arrvella.
5. How to Request a Return
To request a return, please contact:
Email:
service@arrvella.com
Please provide the following information where applicable:
- Order ID;
- Product name;
- Reason for the return request;
- Customer name;
- Email address used when placing the order;
- Relevant photographs, videos, or other supporting information if needed.
Our customer support team will review the request and provide the next steps.
Do not send any product back until you have received return approval and instructions from Arrvella.
Items returned without prior authorization may experience processing delays, and Arrvella may be unable to process the return until the required order and return information has been verified.
6. Return Location and Shipping Instructions
Once a return has been approved, our customer service team will provide the applicable return information.
The instructions may include:
- The authorized return address;
- Shipping instructions;
- Return reference or authorization details;
- Packaging requirements;
- Any additional steps necessary to complete the return.
Do not send returned products to our registered business address unless our customer service team specifically instructs you to do so.
Our designated return facility may be located at a different address from our registered business location.
Products sent to an unauthorized or incorrect location may be delayed or may create difficulties in processing the return.
7. Return Shipping Costs
Return shipping costs depend on the reason for the return.
For change-of-mind or preference-based returns, customers are generally responsible for the cost of returning the product unless Arrvella expressly states otherwise or applicable law requires otherwise.
For products confirmed to be damaged, defective, incorrect, incomplete, or materially different from the product description, Arrvella will provide an appropriate replacement, refund, return arrangement, or other suitable solution without additional cost to the customer for resolving the confirmed issue.
Customers must:
- Contact Arrvella before returning the product;
- Receive approval or return authorization;
- Follow the instructions provided by our customer service team;
- Send the item only to the designated return location.
Customers should not arrange an independent return using an unapproved address or shipping method without first receiving instructions.
8. Inspection of Returned Items
Returned products may be reviewed after they arrive at the authorized return facility.
For change-of-mind or preference-based returns, the review may include:
- The condition of the returned product;
- Whether the original packaging is included;
- Whether accessories or included components are present;
- Whether the returned item corresponds to the original order;
- Whether the requirements of this Return & Refund Policy have been met.
Returns involving defects, transportation damage, incorrect products, missing components, or inaccurate descriptions will be reviewed according to the specific circumstances.
9. Refund Timeline
Approved refunds will generally be issued to:
The original payment method used to complete the purchase
Where the customer is required to physically return a product, the refund will normally be processed within:
5-10 business days after the returned product has been received and inspected
If Arrvella approves a refund without requiring the item to be returned, refund processing will begin after the request has been reviewed and approved.
Once Arrvella has issued the refund, additional processing time may be required by your bank, credit card company, or payment provider before the funds appear in your account.
The final posting time is determined by the customer's financial institution or payment service provider.
10. Cancelling an Order
If you would like to cancel an order, please contact Arrvella customer service as soon as possible after placing the order.
We will make reasonable efforts to process cancellation requests before the order enters preparation, fulfilment, or shipment.
Because some orders begin processing shortly after payment confirmation, we cannot guarantee that every cancellation request can be completed once fulfilment has started.
If an order is successfully cancelled before shipment, any approved refund will normally be returned to the original payment method.
If the order has already been processed or dispatched, customers may request a return after delivery in accordance with this policy.
11. Lost Shipments and Delivery Problems
If the tracking information for your order has not updated for an unusually long period, or if you believe the package may have been lost during transit, please contact our customer service team and provide your Order ID.
We may review the available tracking and shipping information and contact the relevant shipping carrier when necessary.
If a shipment is confirmed as lost in transit, Arrvella will provide an appropriate resolution based on the circumstances of the order.
Available solutions may include:
- A replacement shipment;
- A refund;
- Another reasonable resolution.
Delivery-related concerns are reviewed individually using the available tracking, shipping, and order information.
12. Contact Details
For questions about returns, refunds, cancellations, damaged cosmetics, incorrect items, or other order-related matters, please contact us using the details below.
Brand Name:
Arrvella
Company Name:
Xiamen Nishang Yaji Network Technology Co., Ltd.
Business Address:
Unit 1244, Area C, 3rd Floor, No.60 Lianjing Road, Siming District, Xiamen City, Fujian Province, P.R.China
Support Email:
service@arrvella.com
Customer Service Phone:
0592-5058399