Frequently Asked Questions

Nivellev Shopping and Support Guide

Find answers to common questions about shopping at Nivellev, from checkout and delivery to product information and after-sales assistance.

If you need further help, email service@nivellev.com. For an existing purchase, please include your order number and the email address used at checkout.

1. Placing Your Order

Where do I enter a discount code?

Add your chosen products to the cart and continue to checkout. Enter your eligible code in the designated discount or promotional code field before submitting payment.

Any successfully applied discount should appear in the order summary. Please check the total before completing your purchase.

If a valid code does not apply as expected, contact customer support for assistance.

What payment methods are available?

The options supported for your purchase will appear at checkout. Depending on your location, device, and provider availability, these may include:

• PayPal

• Visa

• Mastercard

• American Express

• Other eligible credit and debit cards

• Apple Pay

• Google Pay

Payments are generally handled by independent payment service providers.

2. Shipping Charges and Destinations

How much does standard shipping cost?

For eligible orders delivered within the United States, standard shipping charges are based on the order subtotal:

Your applicable shipping charge will be displayed at checkout before you place the order.

Where does Nivellev ship?

Nivellev currently serves eligible delivery addresses in the United States.

Standard shipping is available for supported U.S. destinations. You can confirm whether your address is eligible during checkout.

3. Order Preparation and Delivery

How long will my order take to arrive?

Orders generally pass through a preparation stage before being dispatched for delivery.

These periods are estimates and do not guarantee a specific arrival date.

Actual timing may vary because of carrier schedules, seasonal demand, weather, transportation conditions, destination, or other logistical circumstances.

Will you notify me when my order ships?

Once your order has been dispatched and tracking details are available, we will generally send a shipping notification to the email address supplied at checkout.

The message may contain a tracking number or a link to the carrier’s tracking page.

4. Shipment Tracking

Where can I see my package’s progress?

Use the tracking number or carrier link provided in your shipping notification to view available delivery updates.

The first update may take time to appear while the carrier registers or scans the package.

Why has tracking stopped updating?

Tracking updates may pause while a package travels between facilities or waits for its next scan. A lack of recent updates does not necessarily mean the shipment has stopped moving.

If the tracking status remains unchanged for an unusually long time, email service@nivellev.com with your order number. Our team can review the available shipment information.

Can items from one order arrive separately?

Yes. Some orders may be sent in multiple packages because products are prepared at different fulfillment locations or require separate shipping arrangements.

Separate tracking information may be provided for each shipment.

5. Confirmation Emails and Notifications

What if I have not received an order confirmation?

Please check the inbox for the email address used at checkout, including spam, junk, promotions, and other filtered folders.

If you still cannot locate the confirmation, contact us with your checkout email address and any available transaction details so we can assist.

When should I receive tracking details?

Tracking information is generally provided after processing is complete and the order is ready for shipment.

Our usual preparation period is 1–5 business days. If that period has passed without a shipping notification, please contact customer support.

6. Order Changes and Cancellations

Can you correct my delivery address?

Contact us immediately if you notice an address error. Email service@nivellev.com and include:

• Your order number

• The email address used at checkout

• The full, corrected delivery address

We will make reasonable efforts to update the address before dispatch. Changes may no longer be possible after the package has been handed to the carrier.

Can I change a shade, product, or quantity?

Changes may be possible while an order is in its early processing stage.

Please contact us promptly and explain the adjustment you would like to make. Depending on the order’s status, we may be able to review changes to products, shades, quantities, or certain checkout details.

We cannot guarantee that changes can be completed once fulfillment has started.

How do I cancel an order?

Email customer support as soon as possible with your order number and cancellation request.

Requests are generally easier to accommodate before products are packed or dispatched. Once an order reaches advanced fulfillment or shipment, cancellation through the ordinary order process may no longer be available.

If the order has already shipped, an eligible return may be requested after delivery under our Return & Refund Policy.

Mandatory cancellation or withdrawal rights under applicable law remain unaffected.

7. Choosing and Understanding Products

Where can I find product details?

Review the relevant product page before purchasing. Depending on the item, available information may include:

• Descriptions and features

• Ingredients

• Shades and variations

• Size, volume, or quantity

• Application instructions

• Texture and finish

• Packaging specifications

If you need clarification, contact customer support for assistance with the information available.

Why might the item look different from its photograph?

Lighting, screen color settings, packaging updates, and reasonable production variations can affect how a product appears.

Small differences in shade or packaging appearance do not necessarily mean an item is incorrect or defective.

If the product received is materially different from what you ordered, please contact us so we can review the matter.

8. Problems With Delivered Items

What should I do if a product arrives damaged?

Contact customer support as soon as reasonably possible. To help us assess the issue, please provide, where available and relevant:

• Your order number

• Your checkout email address

• Clear photographs or a short video of the affected item

• Photographs of the outer packaging

• A photograph of the shipping label

We will review the details and explain the next steps under our Return & Refund Policy and applicable consumer protection requirements.

What if an item is incorrect or missing?

Send us your order details and a brief explanation of the problem. Where possible, include photographs of the products received.

Our team will compare the information with the order records and provide appropriate assistance.

9. Returns and Refunds

How do I request a return?

First, review our Return & Refund Policy for eligibility requirements, procedures, and applicable conditions.

Then email service@nivellev.com with:

• Your order number

• The product you want to return

• A short explanation of your request

Please contact support before sending a package so we can provide the appropriate return instructions.

Our registered business address is not automatically the return shipping address.

Return procedures do not limit mandatory consumer rights under applicable law.

When will my refund appear?

Refund timing depends on the circumstances, including whether a return is required, the condition of returned goods, the reason for the refund, and the original payment method.

Approved refunds are processed in accordance with our Return & Refund Policy. Your bank, card issuer, or payment provider may then need additional time to display the credit in your account.

For help with a pending refund, contact us with your order information.

10. Customer Support

When does your team respond to inquiries?

Customer Service Days: Monday to Friday

Typical Email Response Time: Within 24–48 business hours

Replies may take longer during public holidays, promotional campaigns, seasonal shopping periods, or when a request requires further investigation.

We aim to review inquiries and provide relevant assistance within a reasonable time.

11. Company and Contact Information

Nivellev is an online cosmetics retail store operated by Hubei Baoxusheng Network Technology Co., Ltd.

For product questions, order assistance, payment inquiries, delivery concerns, or after-sales support, use the contact details below.

Brand / Store Name: Nivellev

Business Category: Online Cosmetics Retail

Operating Company: Hubei Baoxusheng Network Technology Co., Ltd.

Registered Business Address:

Room 8, 3rd Floor, Unit A, Building 1, Baoye Xudong Yayuan, No. 23 Xudong Road, Liyuan Subdistrict, Hongshan District, Wuhan City, Hubei Province, China

Customer Support Email:

service@nivellev.com

Customer Support Telephone:

+8613659886827

Support Days: Monday–Friday

Estimated Email Response Time: 24–48 business hours

Hubei Baoxusheng Network Technology Co., Ltd. oversees the Nivellev store’s website management, order processing, fulfillment coordination, customer communications, and related after-sales assistance.

Please include your order number when contacting us about an existing purchase so we can locate the relevant details efficiently.

Thank you for choosing Nivellev. We look forward to assisting you with your beauty shopping needs.