Frequently Asked Questions

Welcome to the Hotucolor FAQ page! We've compiled a collection of articles about our products, orders, shipping, returns, and more.

If you can't find the answer you're looking for, please feel free to contact our customer service team at support@hotucolor.com. We're here to help!

Orders & Payment

1. How do I place an order?

Placing an order is easy! Simply click on a product photo or name to view more details. Select your desired specifications and quantity, then click “Buy Now.” Fill in your shipping information and carefully review your order details before clicking “Place Order.” You’ll then be guided to the payment page to complete your purchase.

2. What payment methods do you accept?

We accept major international credit cards, including Visa, Mastercard, American Express, JCB, and more, Paypal,
Klarna (Installment Payments), Hotucolor store credits. Unfortunately, we do not accept Cash on Delivery (COD) orders. All orders must be paid in full at the time of submission. more detail please see our payment policy

3. What happens if my payment is not accepted?

Please try again. If it's still unsuccessful, double-check your account balance. If you have sufficient funds but the payment still fails, please contact your bank to verify. You can also contact us at support@hotucolor.com with a description of the issue, and we may be able to process your order manually.

4. Can I cancel my order?

You can cancel an order within 12 hours of placing it by sending an email to support@hotucolor.com. After this timeframe, your order may already be in the shipping process, and we may not be able to cancel it. Once your order has been shipped, our return and exchange policy will apply. Orders may also be canceled due to unforeseen circumstances, such as product unavailability, pricing errors, or high-risk fraud detection.

5. What happens if there's a pricing error on the website?

We do our best to ensure the accuracy of all pricing and product information on our website, but errors can occur. In the event of an error, we will notify you and cancel the order. Any payment authorized for that order will be immediately refunded. If you discover an error after your order has been delivered, please contact our customer service team.

Shipping & Delivery

1. What are your shipping costs?

🌍 Shipping Information

  • United States
    Free shipping on orders ≥ $25
    $3.99 shipping on orders < $25
    Delivery: 3–5 business days
  • Canada & Mexico
    Free shipping on orders ≥ $25
    $4.99–$6.99 shipping on orders < $25
    Delivery: 6–10 business days
  • Europe (29 countries)
    Free shipping on orders ≥ $25
    $3.99 shipping on orders < $25
    Delivery: 4–7 business days
  • Other Countries
    Free shipping on orders ≥ $25
    $8.99–$12.99 (depending on weight) on orders < $25
    Delivery: 7–15 business days

✅ Shipped from the nearest warehouse (U.S., Europe, Asia)

✅ Every order comes with a tracking number

✅ Customs duties & taxes (if any) are the buyer’s responsibility

You can add items to your cart, and the system will automatically calculate the shipping fee at checkout after you enter your address. We offer free shipping on all orders over $25 USD. You can view more details in the shipping policy.

2. How do you handle shipping to different regions?

We have warehouses in the United States, European and Asia. For orders within the U.S, CA & MX, we ship from our American warehouse. For orders within the Europe, we ship from our European warehouse, For international orders, we ship from our Asian warehouse.

We automatically ship your order from the nearest warehouse. If an item is out of stock there, we'll ship it from one of our other warehouses.

3. How long will it take to receive my order?

After your payment is processed, your order will be shipped within 1-2 business days. Here are the estimated delivery times once your order has shipped:

United States: 3-7 business days

EU & UK: 7-12 business days

Canada: 8-15 business days

Australia : 10-15 business days

Please note: These are estimated delivery times. Actual delivery may vary depending on the shipping carrier and your location.

4. My tracking number isn't updating. What should I do?

If your tracking number shows no updates, there may be a delay from the shipping carrier. Please check back in a few days. You can also email us at support@hotucolor.com, and we'll be happy to assist you.

5. Do I have to pay taxes or duties?

U.S. Shipments: Orders from our U.S. warehouse are exempt from customs duties, but sales tax may apply.

International Shipments: For orders from our Asia warehouse, you may be required to pay import duties, customs fees, and VAT if the value exceeds your country’s tax-free threshold. These fees are the customer’s responsibility.

6. Which countries do you ship to?

Currently, we offer standard shipping to the following countries:

North America: United States, Canada, Mexico.

Europe: The United Kingdom, Austria, Belgium, Bulgaria, Croatia, Cyprus, the Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, and Switzerland.

Oceania: Australia

We are working hard to expand our shipping coverage to more countries. Please subscribe to our email list for the latest updates!

Returns & Refunds

1. What is your return and refund policy?

We have a 30-day return policy. You can return unused items in their original packaging within 30 days of delivery. Once the item is inspected and approved, we will begin the refund process, which typically takes 3-7 business days. You can view more details in the refund policy.

2. What are the conditions for a return?

To be eligible for a refund, the returned item must:

Be unused and in the same condition that you received it.

Include all original packaging and accessories.

Be free of any signs of use or damage.

Not be a final sale item or gift card.

Be initiated within 30 days of the delivery date.

3. Who pays for return shipping?

For quality-related issues: Hotucolor will cover the shipping costs.

For non-quality returns (e.g., buyer's remorse): The customer is responsible for the return shipping fees.

4. What if I receive a defective product?

If you receive a defective product, please email us at support@hotucolor.com with your order number, a description of the issue, and photos of the product. We will work with you to find a solution, which may include a replacement or a full refund.

Account & Privacy

1. How can I track my order?

After your order is shipped, you will receive an email with your tracking number and shipping information. You can click the link in the email to check the status or copy the tracking number and use it on our website's tracking page.

2. How do you handle my personal information?

We use your information to fulfill your orders accurately, improve your shopping experience, and communicate with you. We respect your privacy and will never share your information with third parties unless it is directly related to your order. For more details, please review our Privacy Policy.

3. How do I subscribe to marketing emails?

You can subscribe to our email list by scrolling to the bottom of any page and entering your email address in the subscription box. You'll receive notifications about new products, promotions, and exclusive offers.

4. How can I contact customer service?

For any questions regarding your order, account, products, or technical issues, please email us at support@hotucolor.com. You can also use the contact form on our Contact Us page.