FAQ
Pryvilo Frequently Asked Questions
Short answers to the questions we receive most often about orders, delivery, returns and support. For the full terms, see our Shipping Policy, Return & Refund Policy and Terms of Service.
Orders and Payment
Can I change or cancel my order?
Contact us as soon as possible at service@pryvilo.com. We can usually change an address or cancel an order before it is packed. A request sent within 48 hours of payment is most likely to succeed. Once the parcel has been handed to the carrier, the return process applies instead.
Which payment methods do you accept?
The payment methods available to you are shown at checkout and depend on your country. All payments are processed by our payment providers over an encrypted connection.
Will I be charged customs or import fees?
International orders may attract import duties, VAT or customs clearance fees charged by your country. Unless stated otherwise at checkout, these are not included in the price or shipping fee and are payable by the recipient.
Shipping and Delivery
How long will my order take to arrive?
Allow 1–3 business days for processing plus 10–20 business days in transit for standard international shipping. That gives an estimated total of 11–23 business days. These are estimates; customs clearance and local delivery capacity can extend them.
Do you ship to my country?
We ship internationally to eligible destinations. Available countries and services are shown at checkout. Some items cannot be shipped to certain destinations because of carrier or import restrictions.
How much does shipping cost?
Shipping is calculated from your destination, the weight and size of the parcel, and the service you select. The exact charge appears at checkout before you pay.
How do I track my parcel?
We email a shipment confirmation with a tracking number or link when the parcel is dispatched. Allow 24–72 hours for the first scans to appear. If tracking has not updated for an unusual period, email us with your order number.
My tracking has not updated. Is my parcel lost?
Not necessarily. International tracking can pause between handovers and customs scans. If there is no update for an extended period, contact us and we will open a carrier inquiry.
Returns and Refunds
How long do I have to return an item?
You can request a return within 14 calendar days of receiving your order. The request must reach us before the window closes; the parcel can be in transit when the window ends.
How do I start a return?
Email service@pryvilo.com with your order number, the item you want to return and the reason. If the item is damaged, defective or incorrect, attach photographs. We reply with instructions and the return address once the request is approved.
Who pays for return shipping?
For change-of-mind returns, the customer pays return shipping. For items that arrive damaged, defective, incorrect or incomplete, we cover reasonable return shipping once the issue is confirmed.
Can I return an item I have used?
Change-of-mind returns must be unused and in their original packaging. Used items can still be returned if they are faulty, damaged or not as described. For hygiene reasons, brushes, sponges, applicators and lash tools cannot be returned once they have been used or their sealed packaging has been opened, unless the item is faulty, damaged or not as described.
How long does a refund take?
Once a return is approved and inspected, we aim to issue the refund within 5–10 business days. Your bank or card issuer may need additional time to post the funds to your account.
Do you offer exchanges?
We do not run a separate exchange programme. If you need a different item, size or colour, return the original under the return policy and place a new order.
Damaged, Defective or Incorrect Items
My item arrived damaged. What should I do?
Keep the item, the outer packaging and the shipping label. Take clear photographs and email them to us with your order number. We will arrange a replacement, a replacement part, a partial refund or a full refund after reviewing the case.
I received the wrong item or an item is missing.
Contact us with your order number and photographs of what arrived, including the packaging and the packing slip. We investigate with our fulfilment team and arrange the correct item or a refund.
Does the 14-day window apply to faulty items?
The 14-day period is our standard return request window for change-of-mind returns. Faulty, damaged, incorrect or missing items are handled separately, and any statutory warranty or legal guarantee in your country applies in addition to this policy.
Products
How do I clean my brushes?
Wash with lukewarm water and a mild soap, reshape the bristles, and dry them flat with the head slightly downward so water does not loosen the glue. Replace sponges when they no longer rinse clean.
Are the tools suitable for sensitive eyes?
Eyelash curlers should be used gently and with clean pads. If you have a specific sensitivity, check the materials listed on the product page before use.
Support
How do I contact you?
Email service@pryvilo.com, or call +1 7192851933. Our support hours are Monday–Friday, 9:00 AM–6:00 PM Mountain Time (MT), excluding U.S. public holidays, and we usually reply within 24–48 hours.
What information should I include?
Your order number and the email address used at checkout. For delivery issues, add the tracking number. For damaged or incorrect items, add photographs.
Business and Contact Information
Store name: Pryvilo
Website: https://pryvilo.com
Operated by: dmytro shop llc
Business License Entity: dmytro shop llc
Registered address: 817 17TH ST UNIT 750, DENVER, CO 80202, United States
Customer service email: service@pryvilo.com
Phone: +1 7192851933
Support hours: Monday–Friday, 9:00 AM–6:00 PM Mountain Time (MT), excluding U.S. public holidays
Typical response time: 24–48 hours