Frequently Asked Questions
Find answers to common questions about FYLUMELISSE products, orders, shipping, and returns.
Orders
How do I know whether my order was successful?
After completing checkout, you should receive an order-confirmation email at the email address provided during checkout.
Please check your spam, junk, or promotions folder if you do not see the confirmation email.
If you still cannot locate it, contact us at [support@fylumelisse.com].
Can I change or cancel my order?
We begin processing orders as quickly as possible. Contact us immediately after placing your order if you need to request a change or cancellation.
We cannot guarantee that an order can be changed or cancelled after it has entered processing, been packed, or been shipped.
Can I change my delivery address?
Contact us immediately with your order number and the correct address.
We may be able to update the address before the order enters processing. Once an order has been processed or shipped, we may be unable to change its destination.
Customers are responsible for entering a complete and accurate delivery address at checkout.
Why was my order cancelled?
An order may be cancelled for reasons including:
- Payment authorization failure
- Suspected fraud or unauthorized activity
- Incorrect pricing or inventory information
- Product unavailability
- Shipping restrictions
- Incomplete customer information
If an order is cancelled after payment has been collected, the appropriate refund will be issued to the original payment method.
Can I use more than one discount code?
Unless otherwise stated, only one discount code may be used per order.
Discount codes cannot usually be combined with other promotions, automatic discounts, or special offers.
Shipping and Delivery
Where does FYLUMELISSE ship?
We currently ship to [list countries or regions].
Available delivery options, estimated delivery times, and shipping charges will be displayed at checkout.
How long does order processing take?
Orders are generally processed within [1–3 business days].
Orders placed during weekends, public holidays, product launches, or promotional periods may require additional processing time.
Delivery times are estimates and may be affected by carrier delays, customs processing, severe weather, public holidays, or other circumstances outside our reasonable control.
How can I track my order?
When your order ships, you will receive a shipping-confirmation email containing tracking information.
Tracking information may take [24–72 hours] to update after the package has been handed to the carrier.
Will I be charged customs duties or import taxes?
International orders may be subject to customs duties, import taxes, brokerage charges, or other fees imposed by the destination country.
Unless expressly stated at checkout, these charges are not included in the product price or shipping fee and are the customer’s responsibility.
What should I do if my package is delayed?
Check the tracking information provided in your shipping-confirmation email.
If the tracking information has not updated for more than [7business days], contact us at [support@fylumelisse.com].
My package says “delivered,” but I have not received it. What should I do?
Please:
- Check around the delivery location.
- Ask household members, building staff, or neighbors.
- Review any delivery photos or carrier notices.
- Contact the shipping carrier.
- Allow an additional 24–48 hours, as some packages may be marked delivered shortly before arrival.
Contact us if you still cannot locate the package.
Products
How should I use my product?
Follow the instructions provided on the product page and product packaging.
For skincare and cosmetic products, we recommend performing a patch test before regular use. Stop using the product if irritation or discomfort occurs.
Are your products suitable for sensitive skin?
Individual skin types, sensitivities, and allergies vary.
Please review the complete ingredient list before purchasing or using a product. Perform a patch test before regular use and consult a qualified healthcare professional if you have allergies, skin conditions, or other medical concerns.
Are the product colors exactly the same as shown online?
We make reasonable efforts to display product colors accurately.
However, colors may appear different depending on screen settings, lighting conditions, photography, device type, and individual skin tone.
Are FYLUMELISSE products vegan or cruelty-free?
Please refer to the individual product page.
Only products specifically identified as vegan or cruelty-free should be considered to carry that designation.
Where can I find the product ingredients?
Available ingredient information is displayed on the relevant product page or product packaging.
Product formulations may occasionally be updated. Always review the ingredient list printed on the product packaging before use.
Are your products intended to diagnose or treat medical conditions?
No. Unless expressly stated otherwise, our cosmetic and skincare products are not intended to diagnose, treat, cure, or prevent any disease or medical condition.
For medical advice, consult a qualified healthcare professional.
Returns and Refunds
What is your return period?
Eligible products may be returned within [30 days] after confirmed delivery.
Please review our Return & Refund Policy for full eligibility requirements.
Can opened beauty products be returned?
For hygiene, health, and safety reasons, opened, used, tested, or unsealed cosmetics, skincare products, beauty tools, and personal-care items are generally not eligible for return unless they arrived damaged, defective, or incorrect.
This restriction does not affect rights that cannot legally be excluded.
What should I do if my product arrives damaged or incorrect?
Contact us within [48 hours] after delivery and provide:
- Your order number
- A description of the problem
- Clear photographs of the item
- Photographs of the shipping package and label
We will review the issue and provide the appropriate next steps.
Payments
Which payment methods do you accept?
Available payment methods are displayed during checkout and may include:
- Visa
- Mastercard
- American Express
- PayPal
- Apple Pay
- Google Pay
- Shop Pay
Payment-method availability may vary by country, device, and currency.
What currency will I be charged in?
Prices are displayed in [USD / selected store currencies].
Your bank or payment provider may apply currency-conversion fees or other charges when your payment method uses a different currency.