frequently asked questions

• Where do you source the products?
  We source all of our skincare products directly from the original brand or from reputable distributors. We only retail authentic and carefully selected Asian beauty brands.
  
• What measures do you take to ensure product safety and quality?
  We conduct regular checks of the products we receive. Our team inspects each shipment for authenticity, quality, and safety standards before making them available to our customers.
  
• Do you have a storefront?
  Not yet, but we’re working on it! We are based in Los Angeles, and offer pick up for faster processing times. Please contact shopplumelo@gmail.com for more information.

• Where do you ship?
  We currently ship to the United States, Canada, and Mexico, and we’re working on expanding our shipping locations. Please subscribe to our mailing list to stay up to date with new shipping locations.
  
• What should I do if my order never arrived?
  Oh no! We’re sorry for any delay with your order. For all shipping concerns, please reach out to us at shopplumelo@gmail.com, and we will investigate further. Plumelo is not responsible for any missing orders that are marked as delivered by the carrier.
  
• What should I do if an item was damaged or missing?
  Within 3 days of receiving your order, please send us an email at shopplumelo@gmail.com. Please include your order number, a description of the issue, and an image of the damaged item (if applicable). We will get back to you as soon as we can and contact our shipping carrier to investigate the matter. We will gladly send you a replacement.
  
• What is your shipping time? 
  Most orders will be processed and shipped within 3-5 business days. During peak holiday season, please anticipate potential delays. All orders are shipped from California. Please visit our shipping page for more info.

• How can I check the status of my order?
  To check on your order, please contact us at shopplumelo@gmail.com.
  
• Can I make changes or cancel my order?
  Please reach out to us at shopplumelo@gmail.com as soon as possible, and we will do our best to help! If you already received a shipping confirmation for your order, we are unable to make any changes. Please review all shipping information and cart items carefully before completing your purchase.
  
• What is your exchange/return policy?
  We accept returns and exchanges on new, unopened products within 15 days of the delivery date. Return shipping cost and a 10% restocking fee will be deducted from the final return amount. Please note - depending on the product and inventory, we may be unable to provide an exchange and will issue a refund instead. Please reach out to shopplumelo@gmail.com to start your return or inquire about any issues with your received product(s). Any items marked as Final Sale cannot be returned or exchanged. All returns are subject to validation and approval at Plumelo’s discretion.