Shipping Policy
Shipping Policy
Order Processing Time
Orders are typically processed within 1–3 business days upon successful payment confirmation. Business days exclude weekends and official public holidays. Our business hours are Monday to Friday: 9:00 AM – 5:00 PM (China Standard Time). All cosmetic orders undergo pre-shipment quality checks before dispatch to ensure items are intact, sealed and in good condition.
Estimated Delivery Time
Estimated delivery takes 7–12 business days after your order has been dispatched. International shipments may face unexpected delays due to customs clearance procedures, which are beyond our control. Customs inspection schedules vary by country and region and may extend transit time.
Shipping Fee
Free Standard Shipping: Orders subtotaling $50.00 USD and above qualify for free standard shipping. Flat-rate Standard Shipping: A fixed shipping fee of $4.99 USD applies to all orders between $0.00–$49.99 USD. Additional surcharges may apply to overweight or oversized cosmetic bundles and sets. Any extra fees will be clearly displayed to you at checkout before payment.
Import duties, customs taxes and all local clearance charges for international parcels are the sole responsibility of the recipient. Please check your local import regulations before placing an order for makeup and beauty products.
Address & Fulfillment Clarification
This website and ralviena brand are operated by Shenzhen Cheng Zhuyang Trading Co., Ltd.. Our registered legal address: Room 7C, Building A, Jiafu Plaza, No. 5 Guihua Road, Fubao Community, Fubao Street, Futian District, Shenzhen. This Shenzhen address is solely for company legal registration and filing purposes only. It is not our product fulfillment warehouse and cannot receive returned cosmetic parcels. Orders may be fulfilled from our partner warehouses located in Mainland China, Hong Kong SAR, the United States or other locations, subject to stock availability and delivery destination. The fulfilment location will not impact cosmetic product quality, pricing, or your contractual after-sales rights against Shenzhen Cheng Zhuyang Trading Co., Ltd. trading as ralviena. After your return application is approved by customer service, we will provide you with our designated return warehouse address. Please do not send returns to the registered Shenzhen legal address.
Order Tracking
A tracking number will be sent to your registered email address once your cosmetic package leaves our fulfilment facility. You can monitor your shipment progress online using the provided tracking information. Tracking services are available for all dispatched orders.
Delayed, Lost or Undelivered Packages
If your shipment is delayed, stuck in transit, marked lost or shows as undelivered: Please first review the latest tracking updates for your parcel. If the delivery issue remains unresolved, contact our customer-support team via email with your order number and tracking ID. Our team will open an investigation with the logistics carrier and provide possible remedies, including reshipment or refund, following a full case-by-case assessment.
We are not liable for delivery-related losses caused by an incorrect shipping address provided by the customer at checkout. Please double-check your delivery address before confirming your makeup order.
Company Information
Operating Company: Shenzhen Cheng Zhuyang Trading Co., Ltd. Registered Legal Address (for registration only, NOT fulfilment or return address): Room 7C, Building A, Jiafu Plaza, No. 5 Guihua Road, Fubao Community, Fubao Street, Futian District, Shenzhen Fulfillment Locations: Orders for ralviena beauty products are dispatched from partner warehouses in Mainland China, Hong Kong SAR, the United States or other locations based on stock and destination. Support Email: service@ralviena.com Contact Phone: 15854964787 Business Hours: Monday to Friday: 9:00 AM-5:00 PM
Important Notice: Do not send cosmetic returns to the registered Shenzhen legal address above. A dedicated return warehouse address will be provided by customer service once your return request is approved.