Shipping policy

Last updated: 21 October 2026

1. Where we ship from

Orders are packed and dispatched from our warehouse in Dongguan, China, and delivered worldwide by international carriers and local postal partners.

2. Order processing

In-stock orders are processed within 1–3 business days (Monday to Friday, excluding public holidays). Orders placed after 4:00 pm Hong Kong time, at weekends or on public holidays begin processing the next business day.
"Business days" means Monday to Friday and excludes public holidays in China and in the destination country.

3. Delivery estimates

The times below are transit times after dispatch, counted in business days. They do not include processing time.
  • United States and Canada: 5–8 business days
  • United Kingdom and European Union: 7–12 business days
  • Australia and New Zealand: 7–12 business days
  • Rest of the world: 10–20 business days
These are estimates provided by our carriers, not guarantees. Please allow the full range before treating a parcel as delayed.

4. What can delay a delivery

International parcels pass through export customs, airline handling, import customs and a local delivery network. Any of these can add time:
  • Customs inspection or a request for additional information
  • Weather events, strikes or airport and port congestion
  • Peak periods: Halloween, Black Friday, Christmas and Valentine's Day
  • Local postal backlogs in the destination country
  • Incorrect or incomplete address information
  • Public holidays in China or in the destination country
During peak periods, add 3–5 business days to the estimates above. Tracking can also lag: the first scan may take 24–72 hours, and some destinations only update once the parcel enters the local postal network.

5. Out of stock, backorder and pre-order items

We keep stock levels accurate, but popular items can sell out faster than expected.
If any item in your order is not available when we process it, we will email you within 2 business days and offer you the choice of:
  1. Waiting for the item to be restocked and shipped in one parcel
  2. Having the in-stock items shipped now, with the remaining item sent later at no extra shipping cost
  3. Cancelling the unavailable item for a full refund of that item
We will not hold an order silently. If we do not hear back from you within 5 business days, we will ship the available items and refund the unavailable item, so that you are not left waiting.
Items sold as pre-orders show an expected dispatch date on the product page. That date is an estimate and may move; if it does, we will email you with the new date and the same three options above.

6. Split shipments

If your order contains items with different availability, we may split it into more than one parcel at no extra shipping cost to you. You will receive a separate tracking number for each parcel.

7. Tracking

You will receive a tracking number by email once your order is dispatched. Tracking can take 24–72 hours to show the first movement.
If tracking has shown no movement for 10 business days, contact us and we will open a trace with the carrier. If tracking shows no movement for 20 business days, we will treat the parcel as lost and send a replacement or issue a full refund.

8. Shipping costs

Shipping is calculated at checkout based on destination, weight and the shipping method you select. Any free-shipping threshold shown on the site applies to the order subtotal after discounts and before taxes and duties.

9. Customs, duties and taxes

Most orders are shipped duty paid (DDP). For most destinations, import duties and taxes are covered by us and included in the price you pay at checkout. You will not be asked to pay anything extra when the parcel arrives.
Some destinations are shipped by registered airmail. Where a duty-paid service is not available for your country, we ship by registered airmail instead. In that case, any import duties, taxes or customs clearance fees charged by your local customs authority are the buyer's responsibility and are not included in the product price or shipping charge. We tell you which service your order uses — at checkout or by email before dispatch.
  • We declare the true value and contents of every parcel. We cannot mark orders as gifts or under-declare value.
  • If a parcel is refused or abandoned at customs, the shipping cost is not refundable. If the parcel is returned to us, we refund the item price less the original shipping cost.
  • If your customs authority asks you to pay a fee and you are unsure whether it applies to your order, contact us before paying — we will confirm which service we used.

10. Address changes

Please check your address at checkout. Address changes are only possible before dispatch — email us as soon as possible.
If a parcel is returned to us because of an incorrect or incomplete address, we will contact you to arrange reshipment; a new shipping charge applies.

11. Lost or damaged parcels

  • Damaged in transit: email us photos of the parcel and the item within 7 days of delivery.
  • Lost in transit: see section 7. We file the carrier claim and send a replacement or refund.
  • Marked delivered but not received: check with neighbours and your local post office first, then contact us and we will investigate with the carrier.

12. Contact

Questions about an order or a shipment: mostorycosmetics@outlook.com. We reply within 2 business days, Monday to Friday.
This policy applies to mostory.store and should be read together with our Refund & Return Policy and Terms of Service.