FAQ

Frequently Asked Questions

Welcome to the Dewliora FAQ page.

Here you can find answers to common questions about our products, orders, shipping, returns, payments, and customer support.

If you cannot find the answer you need, please contact our customer support team.

Orders

How do I place an order?

You can place an order directly through dewliora.com.

Simply select the product you would like to purchase, add it to your cart, proceed to checkout, and complete the required shipping and payment information.

Once your order is successfully submitted, you may receive an order confirmation by email.

How do I know if my order was successful?

After your order is placed successfully, an order confirmation may be sent to the email address you provided during checkout.

If you do not receive a confirmation email, please check your spam or junk folder first.

If you still cannot locate it, contact our customer support team and provide the name and email address used when placing the order.

Can I change my order after placing it?

If you need to change your order, please contact us as soon as possible.

We will try to assist where possible, but we cannot guarantee that changes can be made once an order has entered processing, fulfillment, or shipment.

Can I cancel my order?

Please contact us as soon as possible if you would like to cancel your order.

If the order has not yet entered processing or shipment, we may be able to cancel it.

Once an order has been shipped, cancellation may no longer be possible and the order may instead be subject to our Refund / Return Policy.

Shipping & Delivery

How long does shipping take?

Delivery times vary depending on your location, shipping method, carrier operations, customs processing, and other factors.

Any delivery estimate shown on our website or during checkout is an estimate only and is not a guaranteed delivery date.

How do I track my order?

If tracking is available for your order, tracking information may be sent to you after the order has shipped.

Please note that tracking updates may take some time to appear after the carrier receives the shipment.

Why has my tracking information not updated?

Tracking information may occasionally take time to update.

Possible reasons include:

Carrier processing delays
Customs processing
Transportation delays
Weekends or public holidays
A delay in scanning the shipment

If there has been no update for an extended period, please contact our customer support team.

What should I do if my package is delayed?

If your shipment is significantly delayed, contact us with your order number and tracking information, if available.

We will review the available shipping information and assist where appropriate.

What should I do if my package is marked as delivered but I cannot find it?

If tracking shows your package as delivered, we recommend that you:

Check around the delivery location
Ask household members or neighbors
Check with building reception or property management
Contact the shipping carrier

If you still cannot locate the package, please contact us for further assistance.

Do you ship internationally?

Shipping availability may vary depending on the destination country or region.

If shipping is available to your destination, the available shipping options will generally be shown during checkout.

Will I need to pay customs duties or import taxes?

International shipments may be subject to customs duties, import taxes, VAT, handling charges, or other fees imposed by the destination country or region.

Unless otherwise stated at checkout, customers are generally responsible for any applicable customs or import charges.

Returns & Refunds

What is your return policy?

Eligible items may generally be returned within the return period stated in our Refund / Return Policy.

Products should normally be unused, unopened, and in their original condition and packaging.

For hygiene and safety reasons, certain beauty or personal care items may not be eligible for return once opened or used.

Please review our Refund / Return Policy for full details.

How do I request a return?

Please contact our customer support team before sending any item back.

When contacting us, provide:

Your order number
Your full name
The email address used for the order
The item you wish to return
The reason for the return

We may also request photos or other information where necessary.

How long does it take to receive a refund?

Once a return has been received and approved, the refund will generally be issued to the original payment method where possible.

After we process the refund, your bank, card issuer, or payment provider may require additional time to post the funds to your account.

What if I receive a damaged or incorrect item?

If you receive an item that is damaged, defective, or different from what you ordered, please contact us as soon as possible.

We may ask for photos of:

The product
The packaging
The shipping label

This information helps us review the issue and determine the appropriate resolution.

Products

How should I use Dewliora products?

Please follow the directions and instructions provided on the product packaging or product page.

Use products only as directed.

If you experience irritation or discomfort, stop using the product and seek appropriate professional advice where necessary.

Are individual results guaranteed?

No.

Individual results may vary depending on factors such as personal characteristics, usage habits, consistency, and other circumstances.

Product descriptions are intended to explain product features and intended use and should not be interpreted as a guarantee of specific individual results.

Where can I find product information?

Product descriptions, usage information, and other relevant details can be found on the applicable product page on dewliora.com.

We recommend reviewing product information before placing an order.

Payments

What payment methods do you accept?

Available payment methods are displayed during checkout.

The exact payment options available may vary depending on your location, device, and payment provider.

Is my payment information secure?

Payments may be processed through third-party payment service providers that use their own security systems and payment-processing technologies.

We may not directly receive or store complete payment card details where payments are processed by an independent provider.

Why was my payment declined?

Payments may be declined for several reasons, including:

Incorrect payment details
Insufficient funds
Card restrictions
Bank security checks
Payment provider restrictions

If your payment is declined, we recommend contacting your bank or payment provider for more information.

Account & Website

Do I need an account to place an order?

Account requirements may depend on the checkout options available on the website.

Where guest checkout is available, you may be able to place an order without creating an account.

What should I do if I have trouble using the website?

If you experience a technical issue, you can try:

Refreshing the page
Clearing your browser cache
Trying another browser
Trying another device
Checking your internet connection

If the problem continues, contact our customer support team.

Privacy

How is my personal information used?

Personal information may be used to process orders, provide customer service, arrange shipping, process payments, prevent fraud, improve our website, and fulfill other purposes described in our Privacy Policy.

Please review our Privacy Policy for more information.

Do you share customer information with third parties?

We may share necessary information with service providers that help us operate our business, such as payment processors, shipping providers, ecommerce platforms, analytics providers, and customer support services.

Please review our Privacy Policy for full details.

Contact Us

How can I contact Dewliora?

If you need help with an order, product, return, refund, shipping issue, or general question, please contact us:

Email: support@dewliora.com

Phone: +86 17885046515

Company Name: Chengmai County Qingjinger Trading Co., Ltd.

Company Address: Room 903, Unit 2, Building A14, West District, Luneng Hailan Fuyuan, Yingbin Peninsula, Laocheng Town, Chengmai County, Hainan Province, China

When contacting us about an existing order, please include your order number and the email address used when placing the order whenever possible.

Still Need Help?

If your question is not answered above, please contact our customer support team.

We will do our best to assist you with questions related to Dewliora, your order, shipping, returns, refunds, products, or our website.

Thank you for choosing Dewliora.

FAQ

FAQ