Help Center | Consumou

Frequently Asked Questions (FAQ)

Welcome to the Consumou Help Center. Whether you have questions about our beauty products, your order, or skincare advice, we're here to help. Browse the FAQs below or reach out to our customer care team directly.

💄 Products

Are your beauty products safe for sensitive skin?

All Consumou beauty products are formulated with carefully selected ingredients and tested for safety. However, as individual skin types vary, we recommend performing a patch test on a small area of skin before full application. If you experience any irritation, discontinue use immediately and consult a dermatologist.

Are your products cruelty-free?

Yes. Consumou is committed to ethical beauty. All of our products are cruelty-free and not tested on animals.

What is the shelf life of your products?

Most of our products have a shelf life of 12–36 months when unopened. Once opened, please refer to the Period After Opening (PAO) symbol on the packaging (e.g., 12M = use within 12 months of opening). Store in a cool, dry place away from direct sunlight for best results.

Do your products contain parabens, sulfates, or artificial fragrances?

We strive to formulate clean, high-quality beauty products. Please refer to the full ingredient list on each individual product page for detailed information. If you have specific ingredient concerns or allergies, feel free to contact us before purchasing.

📦 Orders

How do I check my order status?

After placing your order, you will receive a confirmation email with your order details. Once shipped, a separate notification with your tracking number will be sent so you can follow your package in real time.

Can I modify or cancel my order?

Orders cannot be modified or cancelled once they enter processing. If you need urgent assistance, please contact us as soon as possible at support@consumou.com and we will do our best to help.

🚚 Shipping

Where do you ship to?

We currently ship to most countries and regions worldwide. Available shipping destinations will be displayed at checkout. Please note that certain beauty products may be subject to air freight restrictions in some regions.

How long does delivery take?

Standard shipping takes an estimated 7–21 business days. Express shipping takes an estimated 3–7 business days (available in selected regions). Processing time is 1–3 business days after payment confirmation.

🔄 Returns & Refunds

Can I return my order?

We accept return requests within 14 days of receiving your order, provided the item is unopened, unused, and in its original packaging. For hygiene reasons, opened or used beauty products are not eligible for return.

What if my product arrives damaged or incorrect?

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery at support@consumou.com with your order number and photos of the issue. We will resolve it promptly.

How do I request a refund?

Email us at support@consumou.com with your order number and reason for return. Our team will respond within 1–3 business days with return instructions. Refunds will be processed within 5–10 business days after the returned item is received and inspected.