Shipping & Delivery

Shipping & Delivery Policy

Last Updated: September 18, 2026

Thank you for shopping with Dewliora.

We want your Lash Care Serum, Waterproof Mascara, and other Dewliora products to reach you as smoothly as possible. This Shipping & Delivery Policy explains how order processing, shipping, tracking, delivery, customs, and delivery-related issues are handled.

1. Shipping Availability

Dewliora ships to eligible destinations shown during checkout.

Shipping availability may depend on:

  • Your country or region

  • Your postal or ZIP code

  • The products in your order

  • Carrier availability

  • Local shipping restrictions

  • Customs or import requirements

If shipping is available to your address, the applicable delivery options will be displayed at checkout.

If your location cannot be selected or no shipping option appears during checkout, we may not currently be able to ship to that destination.

2. Shipping Rates

Shipping charges, where applicable, are calculated and displayed during checkout before you complete your purchase.

Shipping rates may vary depending on factors including:

  • Delivery destination

  • Selected shipping method

  • Order value

  • Package size or weight

  • Available promotions

Any free-shipping promotion or shipping discount will be subject to the terms shown on the website or during checkout at the time of purchase.

3. Order Processing

Orders begin processing after payment has been successfully authorized.

Processing time is separate from shipping transit time.

Order processing may take longer during periods such as:

  • Weekends

  • Public holidays

  • Product launches

  • Restocks

  • Promotional events

  • High-volume sales periods

  • Unexpected fulfillment delays

Once your order has been prepared and transferred to the shipping carrier, you will receive shipping information where available.

4. Estimated Delivery Times

Any delivery date or delivery window displayed at checkout, in your order confirmation, or through tracking information is an estimate unless expressly stated otherwise.

Actual delivery times may vary depending on:

  • Destination

  • Shipping carrier

  • Customs processing

  • Local postal services

  • Weather conditions

  • Public holidays

  • Peak shopping periods

  • Transportation disruptions

  • Local delivery restrictions

  • Incorrect or incomplete shipping information

Shipping transit time begins after your order has been dispatched and does not include order-processing time.

We cannot guarantee a specific delivery date when delays are caused by circumstances outside our reasonable control.

5. Order Tracking

Where tracking is available, tracking details will be sent to the email address associated with your order after your package has been dispatched.

Please allow some time for tracking information to become active.

A shipping label may be created before the carrier completes its first physical scan, so tracking may initially show messages such as:

  • Label Created

  • Shipment Information Received

  • Pre-Shipment

  • Awaiting Carrier Pickup

This does not necessarily mean your package is delayed.

6. Tracking Has Not Updated

Tracking information is controlled by the shipping carrier and may not update continuously while a package is in transit.

Temporary gaps in tracking can occur when:

  • A parcel is moving between facilities

  • A carrier has not completed a new scan

  • The shipment is undergoing customs processing

  • The parcel has been transferred to a local delivery partner

  • There are weekends or public holidays

  • The carrier is experiencing unusually high volume

If tracking has not updated for an unusually long period, please contact our customer care team with your order number.

7. Shipping Address

Customers are responsible for providing a complete and accurate shipping address during checkout.

Please carefully review:

  • Recipient name

  • Street address

  • Apartment, suite, or unit number

  • City

  • State, province, or region

  • Postal or ZIP code

  • Country

  • Contact information

If you notice an error after placing your order, contact us as soon as possible:

Email: support@dewliora.com

We will try to help where possible, but we cannot guarantee that an address can be changed once an order has entered processing or has already been shipped.

8. Incorrect or Incomplete Addresses

Dewliora may not be responsible for delivery failures caused by an incorrect or incomplete address supplied by the customer, except where required by applicable law.

If a parcel is returned because of an incorrect address, missing apartment number, invalid postal code, or similar issue, additional shipping charges may apply if you request reshipment.

Please check all shipping information carefully before completing checkout.

9. International Shipping

International orders may be subject to customs procedures in the destination country.

International delivery may take longer than expected due to:

  • Customs inspections

  • Import documentation

  • Local postal processing

  • Border or transportation delays

  • Local regulations

Dewliora does not control customs processing times.

10. Customs, Duties & Import Taxes

Depending on your destination, your order may be subject to:

  • Import duties

  • Customs fees

  • Value-added tax

  • Local sales taxes

  • Brokerage fees

  • Other government or carrier charges

Unless expressly stated otherwise during checkout, these charges may be the responsibility of the recipient.

Customs duties and import fees are determined by local authorities and are outside Dewliora's direct control.

We recommend reviewing the import requirements applicable in your country before placing an international order.

11. Customs Delays

International packages may occasionally be held by customs authorities for inspection or processing.

Dewliora cannot guarantee how quickly customs authorities will release an international shipment.

A package being held at customs does not necessarily mean it has been lost.

Customers may occasionally be asked by a carrier or local customs authority to provide additional information before delivery can be completed.

12. Delayed Packages

Although we aim to provide a smooth delivery experience, delays can occasionally occur after an order leaves the fulfillment facility.

Possible causes include:

  • Carrier disruptions

  • Severe weather

  • Customs processing

  • Holiday periods

  • High shipping volume

  • Transportation disruptions

  • Local postal delays

  • Incorrect addresses

  • Delivery restrictions

If your order appears significantly delayed, please contact:

support@dewliora.com

Include your order number and, if available, your tracking number.

We will review the available shipping information and assist with the next steps where reasonably possible.

13. Package Marked Delivered but Not Received

If tracking shows that your package has been delivered but you cannot locate it, please first:

  • Check around your front door, mailbox, porch, garage, or other delivery areas

  • Check with household members

  • Ask neighbors whether they received the package

  • Check with building reception, concierge, or property management

  • Review any delivery photograph or delivery note provided by the carrier

  • Contact the shipping carrier directly

Carriers may occasionally mark a parcel as delivered shortly before the final physical delivery occurs.

If you still cannot locate your package after completing these checks, please contact our customer care team with your order number and tracking information.

We will review the available information and assist where possible.

14. Lost Packages

If tracking indicates that a package may have been lost in transit, please contact us.

Depending on the circumstances, we may need to:

  • Review tracking history

  • Contact or request information from the carrier

  • Confirm your delivery address

  • Allow the carrier's investigation process to be completed

Any replacement or refund will be handled according to the circumstances of the shipment, our applicable policies, and applicable consumer law.

15. Damaged Packages

If your package arrives visibly damaged, please inspect the contents as soon as possible.

If the Lash Care Serum, Mascara, packaging, or another item has been damaged during transportation, contact us promptly and include:

  • Your order number

  • Your full name

  • A description of the damage

  • Clear photos of the product

  • Photos of the shipping package

  • Photos of the shipping label where applicable

Please keep the damaged item and original packaging until our team has reviewed your request.

For information about refunds or replacements, please refer to our Return & Refund Policy.

16. Missing or Incorrect Items

If your package arrives but an item is missing or you received a product different from what you ordered, contact us as soon as possible.

Please provide:

  • Your order number

  • Details of the missing or incorrect item

  • Clear photos of the items received

  • Photos of the package where relevant

Our customer care team will review the order and assist with the appropriate next steps.

17. Split Shipments

In some cases, products from the same order may be shipped separately.

If this happens:

  • You may receive more than one package

  • Packages may arrive on different dates

  • Separate tracking numbers may be provided

Receiving only part of your order does not necessarily mean that an item is missing.

Please review your shipping confirmation and tracking information before contacting customer support.

18. Refused or Unclaimed Packages

If a shipment is refused, left unclaimed, or returned to sender because delivery could not be completed, please contact our customer care team.

Possible reasons include:

  • Multiple unsuccessful delivery attempts

  • An incorrect shipping address

  • Failure to collect the parcel

  • Refusal to accept the shipment

  • Failure to complete required customs procedures

Where permitted by law, reshipping costs or carrier return costs may apply.

Any refund eligibility will be handled according to our Return & Refund Policy and applicable law.

19. Order Changes and Cancellations

If you need to change or cancel an order, contact us as soon as possible.

Once an order has entered processing, been packed, or been transferred to a carrier, we may no longer be able to:

  • Change the shipping address

  • Add or remove products

  • Change the shipping method

  • Cancel the shipment

We cannot guarantee order changes or cancellations after an order has been submitted.

20. Delivery Responsibility

Once a carrier confirms delivery to the shipping address provided at checkout, responsibility for locating and securing the package may pass to the recipient to the extent permitted by applicable law.

We recommend using a secure delivery location whenever possible.

If you are concerned about theft or unauthorized access to packages in your area, consider using any secure delivery options offered by the carrier.

21. Events Outside Our Control

Dewliora is not responsible for shipping delays caused by circumstances outside our reasonable control, including but not limited to:

  • Severe weather

  • Natural disasters

  • Customs delays

  • Strikes

  • Transportation disruptions

  • Carrier network interruptions

  • Government actions

  • Public emergencies

  • Local delivery restrictions

Nothing in this section limits any mandatory consumer rights available under applicable law.

22. Contact Us

If you have questions about shipping, tracking, or delivery, please contact:

Dewliora Customer Care

Email: support@Dewliora.com

When contacting us about an order, please include:

  • Your full name

  • Order number

  • Email address used at checkout

  • Tracking number, if available

  • A brief description of your question or issue

Providing these details will help us review your request more efficiently.