FAQs
Welcome to ALIX Global Beauty. Here you can find frequently asked questions about products, orders, payments, shipping, returns, and customer service.
Product Related
Are all items displayed on the website in stock?
Generally, items that can be added to the cart and checked out are available for purchase. If an item is temporarily out of stock, the product page will display "Sold Out" or "Unavailable for Purchase."
How do I choose products suitable for my skin type?
Please refer to the product description, suitable skin type, key ingredients, product efficacy, and usage instructions on the product page. Since everyone's skin type and condition are different, it is recommended to perform a patch test before using new skincare products for the first time.
Are your products suitable for sensitive skin?
Suitability for sensitive skin depends on the specific product formulation and individual skin condition. Please carefully check the full ingredient list before purchasing. For sensitive skin users, it is recommended to perform a small patch test behind the ear or on the inner arm to confirm no adverse reactions before regular use.
How should the products be used?
Specific usage instructions are usually noted on the product detail page or product packaging. For a better user experience, please follow the recommended dosage, frequency, and skincare steps.
Where can I find the product ingredients?
Key ingredients or the full ingredient list are usually displayed on the product detail page or product packaging. If you are allergic or sensitive to certain ingredients, please carefully verify the ingredient information before purchasing.
Can I use them during pregnancy or breastfeeding?
Before using skincare or beauty products during pregnancy or breastfeeding, it is recommended to consult a doctor or other professionals, especially for products containing active ingredients.
What should I do if I experience discomfort after using a product?
Please stop using immediately and rinse the affected area with clean water. If the discomfort persists or worsens, please consult a doctor or other professional in a timely manner.
Order Related
How to place an order?
Select the items you wish to purchase, confirm the specifications and quantity, add them to your cart, and then proceed to the checkout page. Fill in your shipping information and complete the payment as prompted.
Can I modify or cancel an order after placing it?
Please contact us as soon as possible after placing your order. We will do our best to assist you, but once an order enters the processing, packing, or shipping stage, it may not be possible to modify or cancel it.
How do I check my order status?
After logging into your account, you can check the order status in your order history. After order confirmation and shipment, the system may also send you relevant notifications via email.
What if I haven't received an order confirmation email?
Please check your spam or junk mail folder first, and confirm that the email address entered during checkout is correct. If you still cannot find the confirmation email, please contact our customer service team.
Payment Related
Which payment methods are supported?
Available payment methods will be displayed on the checkout page. Specific payment methods may vary depending on the country, region, or order circumstances.
Is my payment information secure?
Order payments are processed by secure third-party payment service providers. ALIX Global Beauty does not directly store your complete credit card information.
Why did my payment fail or get rejected?
Payment failure may be due to incorrect card information, insufficient balance, bank restrictions, failed security verification, or regional restrictions. It is recommended to contact your card-issuing bank or try other available payment methods.
Shipping and Delivery
Which countries or regions do you ship to?
Countries and regions eligible for shipping will be displayed on the checkout page. The actual shipping range may vary depending on the delivery address, product type, and shipping method.
How long does it take to process an order?
Orders are usually processed within 1-3 business days after payment confirmation. During holidays, promotional events, or periods of high order volume, processing times may be extended.
How long does delivery take?
Estimated delivery times will be displayed on the checkout page. Actual arrival times may be affected by the recipient region, shipping method, customs clearance, local logistics, weather, and other uncontrollable factors.
How do I track my shipment?
After your order has shipped and a tracking number is generated, the relevant information will be sent to your email address or displayed on your order details page. Please note that it may take some time for tracking information to update after shipment.
Do international orders require payment of customs duties or import taxes?
International orders may be subject to customs duties, import taxes, or other fees levied by the destination country or region. Unless otherwise stated on the checkout page, such fees are typically borne by the buyer.
What if my package is delayed?
Please check the shipping tracking information first. Updates from some logistics providers may be delayed. If the package has not been updated for a long time or has exceeded the estimated delivery time, please provide your order number and contact us.
Returns and Refunds
Can items be returned?
Whether an item can be returned depends on the item's condition, reason for return, and the time of return request. Please refer to our return and refund policy for specific details.
For hygiene and safety reasons, cosmetics and personal care products that have been opened or used are generally not eligible for no-reason returns. This restriction does not apply if the product is damaged, has quality issues, or was incorrectly shipped.
What should I do if I receive a damaged, defective, or incorrect item?
Please contact us as soon as possible and provide the following information:
- Order number
- Description of the issue
- Clear photos or videos of the item
- Photo of the outer packaging
- Photo of the shipping label
Please retain the item and its original packaging until the issue is resolved.
How long does a refund take?
Once a refund request is approved, the funds will be returned to the original payment method. The actual time for the refund to be credited depends on the payment service provider and your bank or financial institution.
Can the original shipping fee be refunded?
Generally, the original shipping fee is non-refundable. If the return is due to an incorrect item, damaged item, or quality issue caused by us, relevant shipping fees may be refunded. Please refer to the return and refund policy for specific details.
Offers and Discounts
How can I get discounts and offers?
You can subscribe to our emails and follow ALIX Global Beauty's official store and relevant channels to stay informed about new products, discount codes, promotions, and limited-time offers.
Can multiple discount codes be used simultaneously?
Unless otherwise stated in the activity rules, generally only one discount code can be used per order. Some discount codes cannot be used in conjunction with other promotions.
Contact Us
How can I contact ALIX Global Beauty?
You can send us a message through the "Contact Us" page on our website, or contact us via our customer service email.
If you are inquiring about a placed order, please also provide the order number so that we can process your request faster.
We will endeavor to reply as soon as possible during business days. Response times may be extended during weekends, public holidays, or major promotional events.