Return and refund policy

 

Our Promise

We want you to love every product you receive from us. If something isn’t right with your order, our support team is here to help.

If your item arrives damaged, defective, or incorrect, please contact us and we will make it right.

 customerservice@redchamber.co

 

14-Day Claim Window

If you experience any issues with your order, please contact us within 14 days of receiving your package.

This allows us to quickly review your request and provide the best solution.

 

Hygiene & Safety Policy

For hygiene and safety reasons, cosmetic products cannot be returned once opened or used.

Returns or refunds are only available if:

•  The product arrived damaged

•  The product is defective

•  You received the wrong item

Custom or personalized products are not eligible for return unless there is a manufacturing defect.

 

Order Cancellation & Changes

Need to make a change? No problem.

Orders can be cancelled or modified free of charge before shipment.

Once the order has been shipped, we are unfortunately unable to:

•  Cancel the order

•  Change the product or shade

•  Update the shipping address

If you need assistance, please contact us as soon as possible.

 

Missing, Damaged, or Incorrect Items

Please inspect your order upon delivery.

If you receive a damaged, missing, or incorrect item, please contact us within 20 days of the shipping date and include:

•  Your order number

•  A description of the issue

• Clear photos of the product and packaging

Our support team will review your request and provide a replacement or refund if the claim is approved.

 

Lost or Delayed Packages

If your package has not arrived, please contact us within 20 days of the shipping date so we can investigate the issue with the carrier.

Requests submitted after this timeframe may not be eligible for resolution.

 

Non-Refundable Situations

Refunds or replacements cannot be provided in the following cases:

•  Products that have been opened or used

•  Slight color differences due to screen displays

•  Items returned without original packaging

• Sale items or final sale items

•  Orders not delivered due to incorrect shipping information provided by the customer

 

Return Process

If you believe your order qualifies for a return or replacement, please follow these steps:

1.  Email customerservice@redchamber.co with “Claim + Order Number” in the subject line.

2.  Provide a short explanation of the issue.

3.  Attach photos showing the product and packaging.

4.  Wait for confirmation from our support team.

⚠️ Please do not send items back before receiving approval, as unauthorized returns may not be accepted.

 

Refunds

Once your claim is approved, refunds will be issued to your original payment method within 7 business days. You will receive an email confirmation once the refund has been completed.

 

Return Address

RED CHAMBER Returns

5th Floor, Building A, No. 298 Shuangjin Road Shihudang Town, Songjiang District Shanghai, China 201600 (Pulos Linfang Songjiang Logistics Park)

 

Return Shipping Costs

• If the return is due to a defective, damaged, or incorrect item: RED CHAMBER will cover the return shipping cost and provide a prepaid label or reimbursement upon approval.

• If the return is due to customer preference (where applicable): the customer is responsible for return shipping costs.

• As our return address is in China, international customers are encouraged to contact us first — in most cases, we can resolve the issue with a refund or replacement without requiring a physical return shipment.