Track My Order
Order FAQs
Q: 1. When will my order ship?
A: Our goal is to process and dispatch orders promptly. However, the processing and shipping times can vary depending on factors such as product availability and order volume. Generally, orders are shipped within 2 business days of purchase. It’s important to note that this timeframe is an estimate and may be subject to variations, especially during peak seasons or unexpected circumstances.
Upon the shipment of your order, you will receive a shipping confirmation email. This email will include tracking information, allowing you to monitor the progress of your package in transit. This tracking information provides real-time updates on the location and delivery status of your order, offering you greater visibility into the shipping process. If you have any concerns or inquiries about your order, you can refer to the tracking details provided or contact our customer support for assistance.
Q: 2. How long will it take to receive my order?
Your order will only be shipped after payment is confirmed. As soon as the order is confirmed, We will ship it within two working days.
In the event of any problem with your order, such as delay in shipment, incorrect data, stock breakage, etc., we will send you an email notification. In this case, the order will only be shipped after a response has been received or the defined waiting time (10 days) has elapsed. If no response is obtained, the order will be canceled, and the customer will be refunded.
| Country | Express Shipping | |
| Europe and UK | 5 to 10 working days | |
| USA and Canada | 5 to 10 working days | |
| Japan, Hongkong, Singapore and South Corea | 5 to 10 working days | |
| Brasil | 5 to 15 workind days | |
| Chile | 6 to 15 working days | |
| Israel, UAE, Dubai and Saudi Arabia | 5 to 10 working days | |
| Spain | 5 to 10 working days | |
| Portugal | 5 to 10 working days |
Q: 3. Can I cancel an order?
A: If you intend to cancel an order, it is imperative that the items have not been dispatched. Once the order has been shipped, cancellation becomes impossible. In such instances, customers are advised to return the items upon delivery or reject the package. The returned items will be sent back to the HODM Cosmetics warehouse. However, please note that the refund for postage costs may not be feasible in this scenario.
For cancellation order requests, you should contact us by telephone, providing essential details such as the order number, name, and shipping address. Alternatively, you can use email to communicate the same information. Upon successful cancellation, the refunded amount (including product and shipping costs) will be credited back to the original account used for the purchase within 2 to 5 days. Customers will receive email notifications regarding the refund process.
Q: 4. Can I return products?
A: If an error occurs or if you wish to return your order, you have a window of up to 30 days after the purchase date to initiate the return process.
The returned product must adhere to the following criteria:
It must be in a new, unused, and/or unopened condition:
- All protective marks on the item should be intact.
- The product must be in its original packaging, accompanied by protective plastic and labels, if applicable.
- If the product is part of a pack, all components of that pack must be returned.
- The return must include all components such as offers, samples, etc.
To initiate a return, please contact our support service via email, providing essential details such as the order number, name, and shipping address. Within 3 days, you will receive an email instructing you on how to proceed with the return. Please note that the responsibility for the return and associated costs lies with the customer, and we recommend using registered mail for this purpose.
Upon receiving the product in the specified conditions, we will promptly analyze the case and notify you of the acceptance or rejection of the return. Once the return is approved, the refund will be processed to the payment account, excluding the postage cost, and you will be informed via email.
For refunds, the total amount paid (including product and shipping costs) will be returned to the same account used for the purchase within 2 to 5 days. Customers will receive email notifications regarding the refund process.
Q: 5. I received an incorrect or defective product, what should I do?
A: Upon receiving your order, it is advisable to promptly inspect the condition of the package. If any anomalies are detected, you have the option to refuse delivery, specifying the reason to the carrier. We kindly request that you immediately inform us via email about the refusal, providing details such as the order ID number, name, and shipping address.
While we make every effort to ensure that products reach customers in perfect condition, unforeseen incidents during transportation may occur. In the event of any problems or errors, it is crucial to report them promptly so that we can conduct an investigation. Customers should share comprehensive details of the incident via email, including the order ID number, name, shipping address, and, if possible, a picture. This allows us to evaluate and resolve the issue as quickly as possible, with the primary goal of minimizing inconvenience.
After conducting an investigation, we may respond with one of the following options:
- Partial or full refund to the customer.
- Offer a discount for a future purchase.
- Reship the order.
If, after opening and using the products purchased from our website, you encounter any issues, please contact us.