Frequently Asked Questions

Welcome to the Subluo Help Center!

We've put together answers to some of the most common questions about shopping with Subluo, including product information, shipping, order tracking, returns, refunds, and customer support.

If you can't find the information you're looking for, our customer service team is available to assist you.

1. What is Subluo, and where is it located?

Subluo is an online retailer specializing in cosmetics, makeup products, and everyday beauty essentials.

Our store is operated by BRIGHTORA LLC, a business registered in the United States, with its registered address in Seguin, Texas.

We collaborate with suppliers and fulfillment service providers to offer our products to customers in the United States and other eligible destinations.

2. From which locations are Subluo orders dispatched?

Orders placed through Subluo may be fulfilled and shipped by our international suppliers and logistics partners, including facilities located in China.

The dispatch location can differ depending on product availability, inventory arrangements, and the fulfillment provider responsible for your order.

3. When can I expect my order to arrive?

We aim to prepare and process orders within 1–2 business days after they are placed.

For deliveries within the United States, our standard estimated shipping timeframes are:

• Order Processing: 1–2 business days

• Shipping Transit: 7–15 business days

• Estimated Total Delivery: 8–17 business days

Please note that delivery times are estimates rather than guaranteed arrival dates. Customs inspections, transportation delays, severe weather, and other circumstances beyond our control may affect delivery schedules.

For additional information, please refer to our Shipping Policy.

4. Is free shipping available?

Yes. Subluo offers free standard shipping on qualifying orders delivered within the United States when the merchandise subtotal reaches $39.99 USD or more.

For orders that do not meet the free shipping requirement, shipping charges will be calculated and displayed during checkout.

Delivery fees and promotional shipping offers may differ for international destinations. Please consult our Shipping Policy for additional details.

5. Are customs fees or import duties included?

For eligible shipments, Subluo covers applicable import duties and import-related charges in accordance with our Shipping Policy.

If additional taxes or fees are payable by the customer, these will be communicated where required by applicable regulations.

We recommend reviewing the relevant shipping terms before completing an international purchase.

6. How do I check the status of my shipment?

Once your order has been dispatched, tracking details will be provided when available.

You can use the tracking number to monitor shipping progress through the designated carrier.

Please be aware that tracking updates may not appear immediately after dispatch, as carriers sometimes require additional time to register shipment information.

If you have concerns about your shipment, email support@subluo.com and include your order number.

7. Can I modify or cancel an order after placing it?

If you need to request an order cancellation or change, please reach out to us as quickly as possible at support@subluo.com.

Our support team will check whether your request can be accommodated based on the current processing status of your order.

Orders that have already entered the shipping process may not be eligible for cancellation.

If your package has already been dispatched, you may still request a return for eligible items in accordance with our Refund & Return Policy.

8. What are the requirements for returning a product?

Subluo accepts qualifying return requests submitted within 30 days of receiving your order.

For returns based on personal preference or a change of mind, products must generally meet the following conditions:

• The item has not been used or opened.

• The product remains in its original condition.

• The original packaging is retained.

• The return meets the eligibility requirements outlined in our Refund & Return Policy.

For hygiene and consumer safety reasons, opened or used cosmetics are generally not accepted for change-of-mind returns.

These restrictions do not limit any applicable legal rights concerning damaged, defective, or incorrectly supplied products.

9. Will I be charged for return shipping?

Return shipping responsibility depends on the reason for the return.

Change-of-Mind Returns: Customers are generally responsible for paying the shipping costs associated with returning eligible products.

Damaged, Defective, or Incorrect Items: If an item arrives damaged, is defective, or differs from what was ordered, Subluo will arrange an appropriate solution, including covering necessary return shipping expenses when applicable.

Please contact our support team to receive instructions before sending any merchandise back.

10. How do I arrange a product return?

To begin a return request, contact support@subluo.com with your order number and the reason for your return.

Our customer service team will review the request, determine eligibility, and provide the appropriate return instructions and address if the return is approved.

Authorized returns may be directed to our designated return processing facility in Anaheim, California, United States.

Important: Our registered business address in Seguin, Texas, is not a merchandise return facility. Do not ship products to that address unless our customer service team expressly instructs you to do so.

Returns sent without authorization or to an incorrect location may experience processing difficulties.

11. What should I do if I receive a damaged or incorrect product?

If your order arrives damaged, contains a defective item, or includes a product you did not purchase, please notify us at support@subluo.com.

When contacting our team, please provide:

• Your order number.

• A short explanation of the issue.

• Clear photographs of the affected item and packaging, when reasonably available.

After assessing the information, we will work toward a suitable resolution, which may involve sending a replacement or issuing a refund.

12. When will my refund be processed?

Once a refund request has been reviewed and approved, Subluo will initiate the refund to your original payment method within 5 business days.

The time required for funds to appear in your account depends on your bank, card issuer, or payment service provider.

Please remember that the refund initiation date and the date the money becomes available in your account may differ.

For additional guidance, see our Refund & Return Policy.

13. Which payment options can I use?

Subluo accepts the payment methods made available through our secure checkout process.

The specific payment options offered may depend on your country, selected payment provider, and transaction eligibility.

You will be able to review the available methods before completing your purchase.

14. Can I use Subluo cosmetics if I have sensitive skin?

Everyone's skin is different, and individual reactions to cosmetic ingredients may vary.

Before using a beauty product, we recommend carefully reviewing its ingredients, application instructions, and any relevant precautions listed on the product page or packaging.

If you have known allergies, particularly sensitive skin, or concerns about specific ingredients, consider consulting a qualified healthcare professional before use.

Stop using a product if irritation or an unexpected reaction develops.

15. Can customers outside the United States place orders?

Subluo serves customers in the United States and may offer shipping to selected international destinations.

Shipping availability depends on the destination country, product restrictions, and the services provided by our delivery partners.

Applicable delivery fees, estimated shipping times, and available destinations will be shown during checkout or explained in our Shipping Policy.

16. How can I reach the Subluo support team?

We are happy to assist with questions about our beauty products, purchases, shipping, cancellations, and returns.

You can contact us using the following details:

Store Name: Subluo

Operating Company: BRIGHTORA LLC

Customer Support Email: support@subluo.com

Telephone: +1 248-830-8125

Customer Service Hours: Monday – Friday, 9:00 AM – 5:00 PM

Official Website: https://www.subluo.com

Registered Business Address:

716 STRATTON ST APT 224
SEGUIN, TX 78155
United States

Please include your order number when contacting us about a specific purchase so we can locate the relevant information more efficiently.

We appreciate your interest in Subluo and look forward to helping you enjoy a convenient and reliable beauty shopping experience.

Thank you for shopping with Subluo!