Frequently Asked Questions

Ordering & Shipping

How long does shipping take?
We process orders within 1-3 business days. After processing, delivery times are:
• US Domestic: 6-18 business days
• International: 10-20 business days

Total delivery time is processing time plus shipping time (approximately 1-4 weeks total). Delivery times may vary based on your location, carrier delays, and customs processing for international orders.

Do you offer international shipping?
Yes! We ship both domestically within the United States and internationally to customers worldwide. International delivery times may vary by destination and customs processing.

How can I track my order?
Once your order ships, you'll receive a tracking number via email. You can use this to monitor your delivery status. Please allow 24-48 hours for tracking to update.

What if my order is delayed?
Shipping times are estimates and not guaranteed. We are not responsible for delays caused by carriers, customs, weather, or holidays (such as Chinese New Year). If your order hasn't arrived within the expected timeframe, please contact us with your order number and tracking information.

Are there additional fees for international orders?
International customers may be subject to customs fees, duties, or taxes depending on their country. These fees are determined by your local customs office and are not included in our shipping costs.

Products & Ingredients

Are your products natural?
We carefully curate products with botanical and natural ingredients. Each product listing includes detailed ingredient information.

Are your products cruelty-free?
We prioritize cruelty-free and ethically sourced products in our collection.

How do I choose the right shade for hairline powder?
We recommend selecting a shade that closely matches your natural hair color. If you're between shades, go slightly lighter for a more natural look.

Returns & Refunds

What is your refund policy?
Once your order has been shipped and tracking information has been provided, we cannot issue refunds. All sales are final once the package is in transit. If you receive a damaged or defective product, please contact us within 7 days of delivery with photos and we'll arrange a replacement or refund on a case-by-case basis.

Can I cancel my order?
If you need to cancel your order before it ships, please contact us immediately. We'll issue a full refund if the order hasn't been processed yet.

Account & Payment

What payment methods do you accept?
We accept all major credit cards, debit cards, and other secure payment methods through Shopify Payments.

Is my payment information secure?
Absolutely. We use industry-standard encryption and secure payment processing to protect your information.

Contact Us

How can I reach customer service?
You can contact us through our Contact page or email us a stillmarketstore@gmail.com. We typically respond within 24-48 hours.