FAQS

Frequently Asked Questions

📦 Shipping Questions

How long will my order take to arrive?
US / UK / CA orders: 3‑5 business days. Singapore orders: 2‑3 business days. Other EU countries: 10‑15 business days. Processing time takes an additional 1‑2 business days.

Where do you ship from?
We ship from local warehouses in the United States, the United Kingdom, Canada and Singapore.

Do you offer free shipping?
Free‑shipping promotions are available occasionally. Shipping cost is calculated and shown at checkout.

My package is lost or damaged, what should I do?
Please email us at service@bluefactorystore.shop with your order number and photos of the package or damaged items.

🔄 Return & Refund

What is your return window?
You can apply for return within 30 days after receiving your parcel. Items must be unused with original packaging.

Do I need to pay return shipping fees?
Customers cover return shipping unless items are defective, wrong or damaged upon arrival.

When will I get my refund?
After we receive and inspect returned goods, refunds will be processed in 5‑10 business days to your original payment method.

Are all products returnable?
Some beauty and personal‑care hygiene products and clearance goods cannot be returned due to safety regulations.

🛒 Order & Payment

Can I modify or cancel my order?
Please contact our support team quickly. Once the order has been dispatched, modification or cancellation is no longer available.

My payment went through but I did not receive order confirmation email.
Check your spam/junk folder. If still missing, write to us with your payment information.