Help & FAQ

Legal entity: TIANMU GROUP LIMITED

Company Registration No.: 3180072  |  VAT/Tax ID: 74318984

Office: ROOM 602, 6/F, KAI YUE COMMERCIAL BUILDING, NO.2C, ARGYLE STREET, MONGKOK, KOWLOON, 999077, HONG KONG

Returns Hub: Hong Kong – Kowloon Returns Center
We provide the specific warehouse bay/door and return label after approval to ensure proper check-in.

Customer service hours: Mon–Fri, 10:00–18:00 HKT

European Union: Austria, Belgium, France, Germany, Ireland, Italy, Netherlands, Poland, Sweden

United Kingdom · Switzerland · United States · Canada
Australia · New Zealand · Singapore · Japan · Hong Kong

If your destination is not listed, email info@tianshop.com for feasibility and a quote.

• Payment methods: major cards and other methods shown at checkout.
• Order review: orders may be screened for fraud prevention; we might contact you to verify details.
• Invoice: email us with your order number and billing details if you require an invoice (include VAT info where applicable).
• Currency: prices are shown in the site currency; your bank may charge FX fees.

Prices and shipping are shown at checkout. Any “compare-at/original price” is for reference unless required by local law. Limited-time promotions will disclose validity periods and conditions on the product or campaign page.

• Handling time: 1–3 business days to pick/pack/dispatch.
• Multi-warehouse: orders may ship from Hong Kong and/or additional hubs; a single order may be split into multiple parcels.
• Expiry/lot: for cosmetics, we manage shelf life by lot rotation; contact us if you need specific batch/expiry info.

Rates are shown dynamically at checkout based on destination and weight/volume.

Notes: transit ranges are carrier estimates. Weather, customs inspection and peak seasons may cause delays. Remote/extended areas may add 2–5 business days.

Free shipping or promotions will be displayed on the cart/checkout page when available.

• Carriers typically attempt 1–2 deliveries; use the tracking link to arrange re-delivery or pickup.
• If a parcel returns due to incorrect address, failed attempts, or unclaimed pickup, we can re-ship (shipping at the buyer’s cost) or refund minus actual shipping/handling once returned.

PO Boxes may be limited or unavailable for certain services. Remote/extended areas may incur surcharges or additional 2–5 business days.

• We email a tracking number once your order ships.
• Please inspect upon receipt and contact us within 7 days of delivery if anything is defective, damaged, missing, or incorrect.
• Provide clear photos of the item, inner packaging, and the outer carton with the shipping label (videos if helpful) so we can open a carrier claim.
• We will file a carrier claim and provide a resolution per policy (replacement or refund after verification).
• Reports substantially late may be ineligible for carrier claims and could limit available options.

• The recipient is responsible for import duties, VAT/GST, brokerage and any customs-related charges.
• Refusal/unpaid duties: if refused, the parcel may be returned or declared abandoned; if returned, refunds exclude actual outbound/return shipping & customs service fees; if abandoned and not returnable, no refund.

• Standard: 30 days from delivery; unused with intact seals and all original packaging/accessories (except DOA/defect/incorrect).
• EU: statutory 14-day right of withdrawal.
• Hygiene-sensitive: opened/used cosmetics or seal-broken skin-contact items are non-returnable unless faulty.

Full details: Refund & Return Policy

• Our fault (damaged/defective/incorrect): we cover the return shipping via a prepaid label or equivalent reimbursement.
• Non-fault (change of mind/ordered wrong): the buyer pays; customs charges (if any) are not reimbursable.
• Refusal/unpaid duties: see section 10.

1. Submit the Return Request Form or email info@tianshop.com with order number, SKU(s), quantity, reason, and photos (for damage/defect/incorrect).
2. Approval in 2–3 business days → instructions/label (a prepaid label or equivalent reimbursement for our-fault cases).
3. Ship back with protective packaging; keep proof of postage/tracking.
4. Inspection within 3–5 business days after check-in; refund to the original method within ~10 business days after approval.

• Gift cards; items marked “Final Sale/No Return”.
• Opened/used cosmetics or seal-broken hygiene items (unless faulty).
• Items outside the return window or inconsistent with the approved RMA.

• Exchanges follow the same eligibility as returns; non-fault exchanges are shipped at the buyer’s cost.
• Cosmetics are not covered by manufacturer “warranty” in the usual sense; for DOA/defects, contact us within 7 days.

We source from brand owners, authorized distributors, and compliant wholesalers only, with inbound checks for packaging/seals/expiry where applicable.

Allergies and sensitivity vary by individual; please review ingredient lists on the product page and packaging.

More: Authenticity & Sourcing

Email us as soon as possible before dispatch. Once shipped, we can’t change the address or contents.

You can view orders and tracking in your account (if created). We email tracking once shipped; multi-parcel orders receive multiple tracking numbers.

Gift cards are final sale and non-refundable. Free gifts are conditional on campaign rules; if a return makes you ineligible, we may deduct the gift value from the refund unless returned unopened.

For data, cookies, and your rights (including GDPR where applicable), see our Privacy Policy.

Please review our Terms of Service for contract terms, delivery risk, limitation of liability, and dispute resolution.

We aim to make our website accessible. If you encounter barriers (e.g., screen reader issues), please email info@tianshop.com and we will assist.

We use industry-standard security and may perform manual review for suspicious orders. We never ask for your full card details via email or DM.

All trademarks and brand names belong to their respective owners. Product images are for illustration; actual packaging may vary by batch/region.

Cosmetics are not medicines. Effects may vary by individual. If you have specific concerns, consult a professional.