At Cream Colors, our core commitment is to excellence, and we are dedicated to ensuring your experience is seamless and satisfying. We recognize the challenges that may arise on your shopping journey, and our customer service team is always ready to address any concerns, ensuring your complete satisfaction with every transaction.
We do not accept returns for change-of-mind purchases. If your item arrives damaged, incorrect, or not received, please contact us within 5 days. Refunds are typically processed within 2 working days once the return is received and inspected. Please carefully read through our detailed shopping policy below to ensure a smooth and worry-free shopping experience.
While we carefully curate our collection, we understand that shopping dilemmas can arise. It's important to choose your items thoughtfully, as we adhere to a strict policy against returns and exchanges due to a change of mind. However, we recognize that exceptions, such as missing or damaged parcels, may occur. In these rare instances, we encourage you to contact our customer service team promptly for an assessment. Rest assured, we are committed to providing a fair resolution, which may include issuing a refund or sending a replacement, depending on the circumstances.
Please note the key points of our policy for a smooth experience:
Order Processing and Cancellation
Our order processing is designed to get products to you as quickly as possible. Therefore, we can only accept cancellation requests within 24 hours of order placement. If you wish to cancel your order within this window, please contact us at Service@CreamColors.com with your order number and the reason for cancellation. This helps us better understand your needs and prevent potential misuse of our system.
For first-time cancellation and refund requests, we will process a full refund to your original payment method. However, for any additional cancellation requests made after the first refund, a processing fee of 4.5% of the total order value will be deducted from the refund amount.
If You Encounter Product Issues
Upon Receiving the Item: Please inspect your order upon receipt. If you encounter any defects, damage, or receive the wrong item, take photos of both the external packaging and the item itself, and contact us immediately at Service@CreamColors.com. These photos will help us assess the nature of the problem and decide on the appropriate resolution, whether it be a refund or a replacement.
If the Item Is Not Received: For packages marked as "Delivered" but not received by you, please provide us with a loss claim from the carrier. We will process your case based on the provided information and decide whether to issue a refund or resend the item.
Refund and Replacement Policy
If, after communication with our customer service team, it is determined that you qualify for a refund or replacement, we will process it as follows:
Replacement Processing Time: If we resend the item, it will be shipped within 3-7 working days (excluding public holidays), following our standard order processing time.
Refund Processing Time:
- Refunds will only be processed after we confirm receipt of the returned item.
- Once we receive and inspect your returned item, we will process the refund within 2 working days.
- Refunds will be issued to the original payment method used during purchase.
- Please note that depending on your payment provider, it may take 3–10 business days for the refund to appear in your account.
Return Policy & Conditions
To qualify for a return, you must contact us within 5 days of receiving the package. The item must be unworn or unused, with tags attached and in its original packaging, and you must provide proof of purchase (receipt or order confirmation).
To initiate a return, please email us at Service@CreamColors.com. If your return is approved, we will provide a return shipping label along with instructions on how and where to send your package. Returns must be sent to the following address:
73 CHAI WAN KOK ST
Tsuen Wan, NT
Hong Kong
Items sent back without prior approval will not be accepted. Returns must be approved by our customer service team before being sent. Unapproved returns or items returned without prior authorization may not be accepted and will not qualify for a refund.
Shipping and Additional Charges
Please note that original shipping fees are non-refundable. Except in cases where we have sent the incorrect item, customers are responsible for bearing the return shipping costs. All items must remain in their original condition, unopened, unused, with all tags and packaging intact, along with proof of purchase.
Sale Items and Gift Card Policy
Please note that all sales of discounted items and gift cards are final and not eligible for return or refund.
Non-Returnable Items
For health and hygiene reasons, certain products cannot be returned or exchanged, even if unused. These include, but are not limited to:
Opened or used skincare, cosmetics, or personal care items
Items marked as “Final Sale”
Gift cards
We remain committed to your satisfaction and appreciate your understanding of these policies. Thank you for choosing Cream Colors as your trusted beauty destination.
If you have any questions regarding returns or refunds, please don’t hesitate to contact us at Service@CreamColors.com.