1. How long is the order processing time?
Our standard order processing time is 3–7 working days, excluding weekends and public holidays. Orders are usually dispatched within 3 days. Once shipped, a shipping confirmation with a tracking number will be sent to your email.
2. How long does shipping take?
The delivery time via standard shipping is approximately 12 working days, excluding weekends and public holidays. If you select DHL Express, your order will typically arrive within 3–5 working days after dispatch.
3. What is the free shipping threshold?
We offer free standard shipping for orders equal to or above USD 190. For orders below USD 190, a standard shipping fee of USD 10.99 applies. DHL Express delivery is available for USD 35 for all orders.
4. Do you offer a first-order discount?
We currently do not offer a first-order discount. However, you may subscribe to our website to receive exclusive updates on new arrivals and upcoming promotions.
5. Will I receive an order confirmation email?
Yes. Once your order is successfully placed, an order confirmation email will be automatically sent to your registered email address. If you don’t receive it, please check your spam folder or contact our customer service team.
6. Can I modify or cancel my order?
You can request an order modification or cancellation within 24 hours after placing your order by contacting our customer service and providing your order details or reason for cancellation. Once your order has been processed, we can no longer make changes or cancel it. If your order is canceled, a refund will be issued within 3–10 working days, depending on your card provider.
7. Can I return my order?
We do not accept general returns. We only accept returns for damaged, defective, or incorrect items if notified within 14 days of delivery. Refunds will be processed within 3–10 working days after inspection. For hygiene and safety reasons, products that have been opened or used cannot be returned. Change-of-mind returns are not accepted unless the item is damaged or incorrect.
8. Are your products authentic?
Please be assured that all our products are 100% authentic. We source directly from reputable manufacturers and authorized distributors within the EU. Each product includes a batch number that can be used to verify its authenticity and production details.
9. How can I contact customer service?
Our customer service team is available Monday to Friday, 6 PM – 3 AM (PDT). You can reach us via online chat on our website or by email at service@creamcolors.com.