Refund& Return Policy

Cancellation

To cancel an order, please email us at customerservice@mistineus.com within 24 hours of placing it, including your order number and reason for cancellation.

If you don't receive a reply within 48 hours, check your spam folder.

Last Minute Order Changes

For any order changes or cancellations, contact us immediately after placing your order.

Never Receive Orders

If delivery fails due to personal issues (e.g., unavailable phone, incorrect address), we will notify you. Please respond within 48 hours; no compensation will be provided without a timely response.

Matters Needing Attention

If you encounter quality issues with products upon receipt, submit a compensation claim within 15 days of delivery. Claims outside this period will not be accommodated.

Returns & Exchanges Note

1. Only products purchased on https://mistneglobal.com will be accepted. If your items were purchased from an authorized retailer or other platform, please contact them directly.

2. Due to the special nature and hygiene of our product, we do not accept returns for opened/used products for non-quality reasons. If the product inside is damaged after opening the package, please contact our customer service online or email us at customerservice@mistineus.com for help directly. Be sure to include your order number (e.g., #Ms1234) and corresponding photos.

3. For all bundle/set purchases, individual products cannot be returned separately for a refund. If you request a refund, all items of the bundle/set must be returned (including free gifts). And exchanges are not accepted for bundle/set.

4. For any free gift with purchase, they must also be returned if you want to return your order.

5. Exchanges are only permitted for different colors/options of the same product, and only possible if the color you want is available in stock.

6. The following items are considered final sale and are not eligible for return or exchange:

  • All-in gift set
  • Mystery Bags
  • BOGO (buy one get one) offer items
  • Loyalty rewards redemption items

Start Your Return for U.S. Orders

For U.S. Returns & Exchanges

If you are not satisfied with the items received, you may submit a return request within 30 days of delivery, as long as the product remains unopened. Please note that shipping fees will not be refunded.

To start a return or exchange,please contact our customer service online or email us at customerservice@mistineus.com for help directly., then enter your Email Address and Order Number. After submitting, we will deal with your return request within 48 hours. 

❗If you purchased Free Return Shipping at checkout, you will not need to pay for return shipping. You can directly download and print the return label in the returning process. If not, you will need to pay for the return shipping cost to get the return label.

Once your request is approved, please ship the returned items within 14 days. Otherwise, the request will be automatically cancelled.

For a return request, we will issue a refund to your original payment method within 7-10 business days after receiving and checking your returned products. The amount you purchased with a gift card will be refunded to the gift balance.

For an exchange request, we will ship the replacement item(s) within 7-10 business days after receiving and checking your returned products.

For Non-U.S. Returns & Exchanges

Unfortunately, we currently only accept returns on orders shipped within the United States. Please contact our support team at customerservice@mistineus.com, and we will do our best to assist you in resolving the issue.

Please provide the following details in your email:

  • Your order number (e.g.,  #Ms1234)
  • The specific item(s) you are not satisfied with
  • The reason or details regarding your request
  • Photos as attachments are preferred