Frequently Asked Questions
When will my order arrive?
We ship orders promptly, with delivery times shown at checkout based on your location.
Where can I find ingredients?
Please check each product page for ingredients, shade details, and application guidance before ordering.
Can I change my order?
Orders can be changed or canceled quickly. Contact us as soon as possible after purchasing.
What is your return policy?
Unused items in original condition may be eligible for return. Please review our return policy.
What if my order arrives damaged?
If your order arrives damaged or incorrect, contact hlx cosmetics with your order details.
Frequently Asked Questions
Questions about HLX Cosmetics, our products, ordering, shipping, or returns? Find answers to some of our most common questions below.
Are HLX Cosmetics products available now?
Yes. The HLX Cosmetics collection is available to shop online. Visit our Products page for current availability, pricing, and product details. Availability may change as items sell out or new products are added.
What kinds of products does HLX Cosmetics offer?
HLX Cosmetics offers modern skincare products developed around thoughtful formulation, contemporary cosmetic ingredients, and a refined skincare experience. Each product page includes the product’s purpose, ingredients, directions, and intended cosmetic use.
How does HLX Cosmetics approach formulation?
Our approach begins with defining the purpose of a product and then considering ingredient selection, concentration, compatibility, stability, texture, and the overall finished formulation.
You can learn more about our philosophy on our Our Science page.
Does HLX Cosmetics use peptides?
Some HLX Cosmetics formulations may incorporate cosmetic peptides along with other contemporary skincare ingredients. The specific ingredients used will vary by product and will be listed on the applicable product page and product labeling.
Are HLX Cosmetics products intended for medical use?
No. HLX Cosmetics products are intended for cosmetic and personal care use.
Our products are not intended to diagnose, treat, cure, or prevent disease. Information provided on our website is for general product and cosmetic information and should not be considered medical advice.
How do I know whether a product is right for my skin?
Review the complete ingredient list, directions, and warnings provided with each product before use.
Individual skin responses can vary. If you have known sensitivities, allergies, a specific skin condition, or questions about whether a product is appropriate for you, consider consulting an appropriate healthcare professional before use.
Can I change or cancel an order after placing it?
If you need to change or cancel an order, contact us as soon as possible. We will make reasonable efforts to accommodate requests received before the order enters fulfillment.
Once an order has been processed or shipped, changes or cancellation may no longer be possible.
How will I know when my order ships?
Once an order ships, you may receive a shipping confirmation containing tracking information. Tracking may take some time to become active in the carrier's system.
How long does order processing take?
Orders are generally processed within 1–3 business days after payment has been received and the order has been confirmed.
Processing times may be longer during holidays, promotions, periods of high order volume, or other circumstances outside our reasonable control.
How long does shipping take?
After an order has been processed and transferred to the shipping carrier, standard delivery will typically take approximately 3–7 business days, depending on the destination and shipping method.
Delivery estimates are not guaranteed and may be affected by carrier delays, weather, holidays, or other circumstances.
Where does HLX Cosmetics ship?
Available shipping destinations and shipping methods will be displayed during checkout.
Please review our Shipping & Delivery Policy for additional information.
What should I do if my package is damaged or missing?
Contact HLX Cosmetics as soon as possible and provide your order number along with details regarding the issue.
For damaged shipments, please retain the product and original packaging and provide photographs when possible. For missing shipments, we may need to review tracking information or initiate a carrier investigation.
What is the HLX Cosmetics return policy?
Unopened and unused products may be returned or exchanged within 14 days of delivery, subject to the requirements of our Refund & Return Policy.
For health, hygiene, and product-integrity reasons, products that have been opened or used generally cannot be returned.
Please review our Refund & Return Policy for complete details.
How long does a refund take?
After an approved return has been received and inspected, approved refunds will generally be issued to the original payment method.
Please allow approximately 5–10 business days after a refund has been issued for it to appear on your account. Processing time depends on your bank, card issuer, or payment provider.
How does HLX Cosmetics handle my information?
Customer information may be used to process orders, provide customer support, facilitate shipping and payments, improve our website, prevent fraud, and perform other activities described in our Privacy Policy.
You can review our complete Privacy Policy for additional information.
How can I contact HLX Cosmetics?
Visit our Contact page to reach HLX Cosmetics regarding products, orders, returns, shipping, or other customer service questions.
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