Find answers to common questions about orders, shipping, payments, returns, wholesale, and more.
Orders
How do I place an order?
Simply browse our product catalog, select the items you wish to purchase, choose your preferred shade or size, and click “Add to Cart.” Once you’re ready, proceed to checkout, fill in your shipping and payment details, and confirm your order. You will receive a confirmation email shortly after.
Can I modify or cancel my order after it has been placed?
We process orders quickly to ensure prompt delivery. If you need to modify or cancel your order, please contact our support team at contact@dxbbflyer.com within 12 hours of placing it. We will do our best to accommodate your request, but once an order has been shipped, it cannot be changed or canceled.
How can I track my order?
Once your order has been shipped, you will receive a tracking number via email. You can use this number on the carrier’s website or click the tracking link provided to monitor your package’s progress.
Do you offer bulk or wholesale ordering?
Yes, we welcome wholesale and bulk orders from businesses, retailers, and professional makeup artists. Please refer to the “Wholesale & Bulk Orders” section below or contact our wholesale team at contact@dxbbflyer.com for more details.
Shipping & Delivery
Where do you ship from?
All orders are dispatched from our warehouse in Hong Kong SAR.
Which countries do you ship to?
We ship to most countries worldwide. However, due to shipping restrictions and regulations, we are unable to deliver to the following destinations: Burundi, Cuba, North Korea, Sudan, Afghanistan, Belarus, Libya, Myanmar, South Sudan, Iraq, Somalia, Syria, Ukraine, Venezuela, Yemen, Iran, and Russia.
How long does delivery take?
Delivery times vary depending on the destination. Typically, orders to Asia arrive within 5-10 business days, while orders to North America, Europe, and other regions may take 7-15 business days. Please note that customs clearance may occasionally cause delays.
Do you offer free shipping?
We offer free standard shipping on orders over a certain amount. The threshold and eligible regions are displayed at checkout. For orders below the threshold, a flat shipping fee will be applied.
Do you ship to P.O. boxes or military addresses?
We can ship to P.O. boxes in most countries, but some carriers may not deliver to certain remote areas or military addresses. If you have a specific address concern, please contact us at contact@dxbbflyer.com before placing your order.
Payment
What payment methods do you accept?
We accept major credit cards (Visa, Mastercard, American Express), and selected local payment options. All transactions are processed in USD or HKD, depending on your location.
Is my payment information secure?
Yes. Our website uses SSL encryption and complies with PCI-DSS standards to ensure that your payment details are transmitted and stored securely. We do not store your full credit card information on our servers.
Do you charge sales tax or customs duties?
Prices displayed on our website do not include taxes, duties, or customs fees. Depending on your country’s import regulations, you may be responsible for paying additional charges upon delivery. Please check with your local customs office for more information.
Can I get a refund if I change my mind?
Refunds are handled according to our return policy. Please see the “Returns & Exchanges” section below for detailed conditions.
Returns & Exchanges
What is your return policy?
We accept returns within 30 days of delivery for most unopened and unused products in their original packaging. Due to hygiene reasons, certain items such as lip glosses, liquid foundations, and cream blushes cannot be returned once opened unless they arrive damaged or defective.
How do I initiate a return or exchange?
To start a return or exchange, please contact our support team at contact@dxbbflyer.com with your order number and reason for return. We will provide you with a return authorization and detailed instructions.
Who pays for return shipping?
If the return is due to our error (e.g., wrong item, damaged product), we will cover the return shipping cost. For other returns, the customer is responsible for return shipping fees.
How long does it take to process a refund?
Once your returned item is received and inspected, we will process your refund within 5-7 business days. The refund will be issued to your original payment method, and it may take additional time for your bank or card issuer to post the credit.
Wholesale & Bulk Orders
Do you offer wholesale pricing?
Yes, we provide tiered wholesale pricing for qualified businesses, retailers, and professional makeup artists. Discounts are based on order volume and frequency.
What is the minimum order quantity for wholesale?
Our wholesale program typically requires a minimum order quantity. Please contact our wholesale team at contact@dxbbflyer.com for the current minimums and pricing details.
How can I apply for a wholesale account?
To apply for a wholesale account, please send an email to contact@dxbbflyer.com with your business name, website (if applicable), and the types of products you are interested in. Our team will review your application and respond within 2-3 business days.
Do you provide product images and descriptions for resellers?
Yes, approved wholesale partners receive access to high-resolution product images and ready-to-use descriptions to support their own sales channels.
Can I request custom packaging or private labeling?
For larger volume orders, we may be able to accommodate custom packaging or private labeling requests. Please discuss your specific requirements with our wholesale team.
Product & Safety
How can I check animal testing and ingredients?
We do not test finished products on animals. Ingredient lists are shown on each product page. For a specific SKU, email contact@dxbbflyer.com.
What should I do before using a new product?
Read the ingredient list on the product page. Patch-test on a small area first. Stop use if irritation occurs. If you have a known allergy or a skin condition, ask a professional before use.
Where are your products manufactured?
Orders are inspected and dispatched from our Hong Kong warehouse. Production sites vary by SKU. If you need documents for a specific product, email contact@dxbbflyer.com.
What is the shelf life of your makeup products?
Most of our makeup products have a shelf life of 24 to 36 months unopened. Once opened, we recommend using the product within 6 to 12 months, as indicated by the period-after-opening (PAO) symbol on the packaging.
Account & Support
How do I create an account?
Click the “Sign Up” or “My Account” link at the top of our website, then follow the prompts to create your account. An account allows you to track orders, save your address, and view your order history.
I forgot my password. How can I reset it?
On the login page, click “Forgot Password” and enter the email address associated with your account. We will send you a secure link to reset your password.
How can I contact customer support?
You can reach our support team by email at contact@dxbbflyer.com or through the contact form on our website. We typically respond within 24 hours on business days. Our office is located at FLAT/RM 5042,5/F,Yau Lee Centre,No.45 Hoi Yuen Road,Kwun Tong,Hong Kong .