FAQ
Orders and Shipping
How do I place an order?
To place an order, select the Aelheart product you would like to purchase, choose any available options, add the item to your cart, and follow the instructions provided at checkout.
Our collections include:
• Liquid Eyeliner – Liquid eyeliner products designed for precise and versatile eye makeup application, including fine-tip liquid eyeliners, pen-style liquid eyeliners, and related liquid eyeliner products
• Gel Eyeliner – Smooth and versatile gel eyeliner products designed for different eye makeup styles, including gel eyeliner pencils, twist-up gel liners, and related gel-based eyeliner products
• Pencil Eyeliner – Practical eyeliner pencils designed for everyday eye definition and flexible application, including traditional eyeliner pencils, precision pencils, soft-texture eyeliner pencils, and related pencil eyeliner products
Once your order has been successfully placed, an order confirmation email will be sent to the email address provided during checkout.
Can I change or cancel my order?
If you need to change or cancel your order, please contact us as soon as possible after placing it at:
We will make reasonable efforts to assist before fulfillment begins.
However, once an order has entered processing, picking, packing, fulfillment, shipping preparation, or dispatch, we cannot guarantee that changes or cancellations can still be made.
If your order has already shipped, you may need to follow the applicable return procedure after delivery.
If we successfully cancel an order after payment has already been processed, the refund will be issued to the original payment method within 5–10 business days after the cancellation is confirmed.
How do I track my order?
Once tracking information becomes available, we will send a shipping confirmation email to the email address used at checkout.
Tracking information may take some time to update after a shipping label has been created.
Carrier tracking frequency may vary depending on the shipping provider, destination, and local delivery network.
When will my order arrive?
Orders are typically processed within 1–3 business days after payment is successfully confirmed.
Once your order has been processed and shipped, the estimated delivery time is typically 7–20 business days.
Estimated delivery times are calculated from the date your order is shipped and do not include the 1–3 business days required for order processing.
Delivery times are estimates only and may vary depending on destination, carrier capacity, customs clearance procedures, local delivery conditions, public holidays, weather conditions, and other circumstances outside our reasonable control.
Where are Aelheart orders shipped from?
Orders may be fulfilled from our own or partner fulfillment facilities depending on product availability, inventory location, and the delivery destination.
Some orders may be fulfilled internationally or from facilities located outside the customer's destination country.
Products from the same order may occasionally be shipped from different fulfillment locations and may arrive in separate packages.
We do not represent that all orders are shipped from a local warehouse.
How much does shipping cost?
Available shipping methods and applicable shipping charges are displayed during checkout.
Shipping costs may vary depending on the delivery destination, available shipping method, and other applicable factors.
If free shipping or a free-shipping promotion is available for your order, it will be clearly displayed during checkout.
What should I do if my order arrives damaged, defective, incorrect, or incomplete?
If your order arrives damaged, defective, incorrect, incomplete, leaking, or materially different from the product description, please contact us as soon as reasonably possible at:
Please provide:
• Your order number
• Product name
• Clear photographs of the product
• Photographs of the packaging where relevant
• A photograph of the shipping label where available
• A short video where relevant
For Aelheart products, clear photographs or a short video may be particularly helpful for issues involving applicators, brush tips, felt tips, pencil tips, retractable mechanisms, caps, closures, cosmetic containers, formula leakage, packaging, product colour, texture, product quantity, or other visible or functional product concerns.
If Aelheart confirms that the issue resulted from a product defect, fulfillment error, incorrect item, incomplete order, or another error on our part, we will provide an appropriate replacement, refund, return solution, or other remedy at no additional cost to the customer.
Product Support
What types of products does Aelheart offer?
Aelheart offers a curated selection of eyeliner and eye makeup products designed for practical, versatile, and expressive everyday beauty routines.
Our collection includes:
• Liquid Eyeliner – Including fine-tip liquid eyeliners, pen-style liquid eyeliners, and related liquid eyeliner products for different eye makeup styles
• Gel Eyeliner – Including gel eyeliner pencils, twist-up gel liners, and other gel-based eyeliner products
• Pencil Eyeliner – Including traditional eyeliner pencils, precision eyeliner pencils, soft-texture pencils, and other pencil eyeliner products for everyday eye definition
Available products may change as new collections are introduced.
Will the product look exactly like the photos?
We make reasonable efforts to display product colours, shades, textures, formulas, proportions, finishes, applicator appearance, packaging, and design details as accurately as possible.
However, product appearance may vary slightly because of screen settings, surrounding lighting conditions, photography, production batches, formula variations, application methods, and minor material differences.
For eyeliner products, perceived colour, shade intensity, texture, finish, and overall appearance may also vary depending on skin tone, surrounding makeup, lighting conditions, number of layers applied, application technique, and individual product specifications.
Please review the applicable product page for product-specific information.
How should I care for Aelheart products?
For most Aelheart products:
• Follow the care, storage, application, and usage instructions provided for the specific product
• Use products only for their intended cosmetic and eye makeup purpose
• Keep applicators, brush tips, felt tips, pencil tips, gel surfaces, and cosmetic-contact areas clean and protected from unnecessary contamination
• Keep caps, lids, and closures securely closed when products are not in use
• Avoid excessive pulling, bending, dropping, impact, pressure, or rough handling of applicators, pencils, and packaging
• Avoid leaving Liquid Eyeliner or Gel Eyeliner products open for extended periods, as unnecessary air exposure may affect the product
• Keep Pencil Eyeliner products appropriately capped or retracted where applicable and use suitable cosmetic sharpeners when required
• Avoid unnecessary exposure to excessive heat, moisture, harsh chemicals, prolonged direct sunlight, or unsuitable storage conditions
• Store products appropriately when not in use
• Follow any product-specific cleaning, application, handling, or storage instructions
Care requirements vary by product type, formula, applicator, and packaging, so please review the applicable product page before applying, cleaning, storing, sharpening, or handling your item.
Do not assume that a product is waterproof, water-resistant, smudge-resistant, transfer-resistant, long-wearing, heat-resistant, or suitable for a particular application method unless this is specifically stated on the applicable product page.
Returns and Refunds
What is your return policy?
Eligible products may be returned within 30 calendar days after confirmed delivery.
Before returning any product, please contact:
Our customer support team will review your request, confirm eligibility, and provide the applicable return instructions and return address.
Please do not return products to our registered business address unless our customer support team specifically instructs you to do so.
Warranty
Does Aelheart offer a warranty?
Yes.
Most eligible Aelheart products are covered by a 90-day limited warranty beginning on the date of confirmed delivery, unless otherwise stated on the applicable product page.
The warranty generally covers qualifying manufacturing defects, defects in materials or workmanship, packaging or structural defects, and eligible applicator, closure, pencil mechanism, or other functional product issues occurring during normal and intended use.
Normal wear and tear, normal consumption of cosmetic formulas, misuse, accidental damage, improper application, improper cleaning or storage, unauthorized modification, use with incompatible cosmetic tools or accessories, customer-caused damage, contamination after use, and damage resulting from use outside the product's intended purpose or stated storage specifications are generally not covered.
Payments
What payment methods do you accept?
Available payment methods are displayed during checkout.
Prices on aelheart.com are displayed and processed according to the currency shown at checkout.
Payment options may vary depending on your location, device, and available payment services.
Contact Us
If you have questions about your order, shipping, returns, refunds, product care, product specifications, warranty support, or product use, please contact us:
Brand: Aelheart
Website:
aelheart.com
Legal Entity:
Suzhou Jianzhichao Network Technology Co., Ltd.
Registered Address:
Room 10121, 10th Floor, Building B, Huoli Business Plaza, No. 185 Jumao Street, Yuanhe Subdistrict, Xiangcheng District, Suzhou City, Jiangsu Province
Unified Social Credit Code:
91320507MAEE1BXD7U
Customer Support Email:
service@aelheart.com
For order-related inquiries, please include your order number and the email address used at checkout whenever possible.
Our customer support team aims to respond to enquiries within 1–2 business days.
Please do not send complete credit card information, CVV/security codes, or account passwords by email.
Aelheart — Precise Lines. Expressive Looks. Everyday Beauty.