SHIPPING & DELIVERY
We are proud to offer international shipping services that currently operate in over 200 countries and islands world wide. Nothing means more to us than bringing our customers great value and service. We will continue to grow to meet the needs of all our customers, delivering a service beyond all expectation anywhere in the world.
How do you ship packages?
Packages from our warehouse in China will be shipped by ePacket or EMS depending on the weight and size of the product. Packages shipped from our US warehouse are shipped through USPS.
Do you ship worldwide?
Yes. We provide free shipping to over 200 countries around the world. However, there are some locations we are unable to ship to. If you happen to be located in one of those countries we will contact you.
What about customs?
We are not responsible for any custom fees once the items have been shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.
How long does shipping take?
Shipping time varies by location. These are our estimates:
| Location | *Estimated Shipping Time |
|---|
| United States | 10-30 Business days |
| Canada, Europe | 10-30 Business days |
| Australia, New Zealand | 10-30 Business days |
| Central & South America | 15-30 Business days |
| Asia | 10-20 Business days |
| Africa | 15-45 Business days |
*This doesn’t include our 2-5 day processing time.Do you provide tracking information?
Yes, you will receive an email once your order ships that contains your tracking information. If you haven’t received tracking info within 5 days, please contact us.
My tracking says “no information available at the moment”.
For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.
Will my items be sent in one package?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you've specified combined shipping.
If you have any other questions, please contact us and we will do our best to help you out.
REFUNDS & RETURNS POLICY
Order cancellation
All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Refunds
Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:
- If you did not receive the product within the guaranteed time( 45 days not including 2-5 day processing) you can request a refund or a reshipment.
- If you received the wrong item you can request a refund or a reshipment.
- If you do not want the product you’ve received you may request a refund but you must return the item at your expense and the item must be unused.
We do not issue the refund if:
- Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
- Your order did not arrive due to exceptional circumstances outside the control of matnahanquoc (i.e. not cleared by customs, delayed by a natural disaster).
- Other exceptional circumstances outside the control of
*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on Contact Us page
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
Exchanges
If for any reason you would like to exchange your product, perhaps for a different size in clothing. You must contact us first and we will guide you through the steps.
Please do not send your purchase back to us unless we authorise you to do so.
Everything is super! I order this pencil not for the first time, I paint my eyebrows around the edges, it fits perfectly, color 4 (gray-black). I used a pencil every 2 months and give them to ship to me regularly. For such a price just super!
The order came even before the deadline, it pleases.
The description corresponds,. Came well packed.
Everything is super. delivered quickly, did not even expect.
Great pencil! So-super! The color came up perfectly. Persistent. I will order more!
Many thanks, beautiful and as shown in the pictures, Very beautiful on the eyebrows
accurate. LOVE IT.
Like. Fills well.
Pencil came quickly, the color corresponds, I like everything, but I did not try it on my eyebrows yet. In general, I was not disappointed that I ordered it. Thank you! I recommend
The goods received, while satisfied.
Works very well, doesn’t not smudge. Will repurchase again.
Excellent quality, keeps well. Erases only with a make-up remover, very resistant and will not erase. The brush is very comfortable, took about two minutes to paint the eyebrows. I ordered N4 brown-gray color block (Black has already arrived). Looks super! I recommend, definitely 5 points.
The goods are chic!
Finally it arrives to the Netherlands...second opinion after use product
I liked it! Well applied, holds! The goods came on time! I recommend
This is my second order. Pretty good. I recommend this item. long lasting, and waterproof. last a couple days for me, and one bottle about 4 months.
From the moment of order to the moment of receipt exactly a month (Minsk). The track is not tracked. Very satisfied, thank you very much to the store! Delight!!!
thank you very much!
Pencil in individual packaging. I assume that for a week it should be enough. I conclude that you need to apply carefully.
Cool eyebrow pencil draws villi. Water resistant, but I have an oil micellar washed everything.
The goods came very quickly, very satisfied with the order
The product arrived in a month, is what I expected is my second purchase with the store
The quality is excellent. I will buy more
Very quickly came. Painted on the hand color is good, not erased so easily
Many thanks to the store! the order came very quickly. The product corresponds to the description,, does not smear, draws the eyelashes to the cilia, I did not expect that quickly will come... I recommend everyone, I will buy again ......