I have not received a confirmation email, what should I do?
Firstly, please check your junk mail. If still not received please check the email address that you entered at checkout is correct and send us an email at email@example.com with your full name.
How can I track my order?
You will receive an email when your order has been processed, this will include the tracking details of your order. All orders (excluding US) are shipped with DHL.
Can I cancel my order?
We aim to ship your order as quickly as possible so unfortunately cancellation requests cannot be considered. Please take extra care when selecting your items
How long will my order take to arrive?
Your order should be received within 4 - 8 days of placing your order, however this will depend on your location. You will receive your tracking details which will allow you to follow your order’s delivery status. If you are ordering for delivery within the US, please select your preferred delivery method at checkout. Please note orders including fragrance or other HAZMAT products will take an additional 2-3 days shipping.
Please expect a delay in shipping during peak periods including launches and our Black Friday Weekend promotion
Where is my order shipped from?
All orders are shipped from the UAE with the exception of US orders which are shipped from our US warehouse.
Can I return my item?
If you are not satisfied with your purchase you may return your item within 30 days, with the exception of Kayali fragrance and Full Collections/Vaults. All sales are final for items purchased during the Black Friday/Cyber Monday Promotional Sale.
Please email firstname.lastname@example.org including your order number to arrange your return. Returned items will be refunded not exchanged, please note shipping charges will not be refunded.
I am not satisfied with an item that I have received, what should I do?
If your order has been received in an unsatisfactory condition, please let us know within 14 days of your order being received. Please email photos and your order number to email@example.com with the subject heading DAMAGED ITEM
What currency will I pay in?
All prices are quoted in USD, your issuing bank or PayPal will be responsible for the conversion to your local currency
How do I know what shade of #FAUXFILTER to order?
You can check out our shade comparison guide HERE. If you are unable to find your shade reference email us at firstname.lastname@example.org and we will do our best to assist you.
Are your products cruelty free?
Whilst our products are not officially certified as ‘cruelty free’ yet (we are working on this!), we can confirm that we do not conduct or commission animal testing on ingredients, formulations or finished products.
Who are your authorized retailers?
Our authorized retailers are: Sephora, Cult Beauty, Harrods, Selfridges, The Beauty Editor, Brown Thomas, Nykaa, Feel Unique, Net-a-Porter, Arnotts, Naimies, Debenhams, Yan & One, Harvey Nichol & SiJCP Sephora