Frequently Asked Questions

1. What types of lip products do you offer?

Our current collection includes lip liners, lipsticks, and lip glazes in a variety of shades and finishes.

Please review each product page for the specific shade options, finish, net content, package contents, and other available product information before ordering.

2. How do I choose the right shade?

Product images and shade information are provided on each product page to help you choose.

Please note that lip color may appear slightly different depending on your natural lip tone, skin tone, lighting conditions, and screen settings. We recommend reviewing all available product images before placing your order.

If you have questions about a shade, contact us before ordering.

3. How should I apply the products?

Application may vary depending on the product type.

For lip liners, outline or shape the lips before filling or layering with another lip product. Lipsticks can be applied directly to the lips, while lip glazes can be applied using the included applicator.

For the best results, follow any specific application instructions shown on the individual product page.

4. How long does the lip color last?

Wear time varies depending on the product, application method, eating, drinking, lip condition, and other individual factors.

We do not guarantee a specific number of hours of wear unless a particular duration is expressly stated on the individual product page.

5. How do I remove the product?

Use your preferred lip makeup remover, cleansing oil, or other suitable cosmetic cleanser.

Remove the product gently and avoid excessive rubbing. Discontinue use if irritation or discomfort occurs.

6. How long does processing take?

Orders are generally processed within 72 hours after successful payment.

Processing time is separate from shipping time.

7. How long does shipping take?

After dispatch, estimated transit time is approximately 2–4 weeks for the United States, Canada, Australia, New Zealand, the United Kingdom, and supported European destinations.

Other supported destinations generally take approximately 2–5 weeks.

Please add order processing time when estimating the total time between placing your order and receiving it.

Shipping times are estimates and are not guaranteed delivery dates.

8. How much does shipping cost?

The shipping charge applicable to your order will be displayed at checkout before payment.

Any free-shipping promotion applies only when it is displayed and when the stated conditions are met.

Please review our Shipping & Delivery Policy for additional information regarding shipping, taxes, and possible import charges.

9. How can I track my order?

When tracking information is available, it will be sent to the email address used during checkout.

Please allow some time after dispatch for the carrier's tracking system to update.

10. Can I change or cancel my order?

Please email support@acinacea.com or call +1 706-654-5342 as soon as possible.

Include your order number and clearly explain the requested change or cancellation.

Changes or cancellations cannot be guaranteed once order processing or shipment has begun. A request is not considered confirmed until we notify you of the outcome.

11. What is your return and refund policy?

Due to the personal-use nature of cosmetic products, standard change-of-mind returns are generally not accepted.

If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery so we can review the issue.

Depending on the circumstances, an eligible resolution may include a replacement, partial refund, or full refund.

Please review our complete Return & Refund Policy for eligibility requirements and additional details.

12. What if an item arrives damaged, defective, or incorrect?

Please contact us as soon as possible and within the applicable reporting period.

Include:

• Your order number
• The email address used when ordering
• A clear description of the issue
• Clear photographs or video showing the problem, where reasonably possible

We will review the information provided and explain the appropriate resolution in accordance with our Return & Refund Policy and applicable law.

13. Which payment methods and currency will I use?

Available payment methods and the applicable payment currency are displayed at checkout.

Please review the currency, product charges, shipping charges, applicable discounts, taxes, and final order total before authorizing payment.

Your bank or payment provider may separately charge currency conversion or international transaction fees.

14. How do I request an update about a refund?

Please contact support@acinacea.com and include your order number.

Approved refunds are issued to the original payment method.

Once a refund has been processed by us, it may take approximately 7–12 business days for the funds to appear in your account, depending on your bank or payment provider.

15. How can I contact Acinacea?

For product questions, order assistance, shipping inquiries, cancellations, refund questions, or privacy requests, please contact:

Hcieaxco INC
Operator of the Acinacea store brand

Principal Office Address:
1252 Emerson St
Denver, CO 80218
United States

Email: support@acinacea.com
Phone: +1 706-654-5342
Website: https://acinacea.com/