FAQs
Product information:
What do you mean when you say your products are vegan and cruelty-free?
Vegan is just what is sounds like. Our products do not contain any animal ingredients or animal-derived ingredients.
And cruelty-free means we don't test on animals. Ever.
Are your products tested on animals?
Absolutely not. We love all our furry friends and would never stand for testing our products on them.
How long are your products' shelf-life?
All details of each product's shelf life is on it's product page - go check it out!
Order issues:
My product arrived damaged! What do I do?
In the rare instance that you do receive a product in less than optimal condition please write to us at support@faebeauty.in and we will help sort it out. Do keep in mind that we can only accept products damage requests raised within 24 hours of when you receive your order.
Do keep in mind that in the case of Re:Define Lip Liners, damaged products are only eligible for return if an unboxing video is provided in which the plastic shrink wrap is opened in the video to prove transit damage. This is due to the delicate nature of the product and to verify that the damage is due to transit and not use itself.
However, damage is VERY unlikely to happen because our team and partners are super careful at every step and committed to ensuring that our products reach you securely!
I did not receive my product, but the tracking page indicates that it's delivered. What do I do?
If you suspect your product has gotten lost or is falsely marked as delivered, please get in touch with us at support@faebeauty.in. Do ensure that you email us within 24 hours of the status being updated to delivered. Beyond this time period, it becomes impossible for us to track proof of delivery with logistics partners, making it difficult for us to help you with a resolution or replacement!
How can I track my order?
When you placed your order, you would have received an email from us with your dispatch details. In case you haven't received this, please email us at support@faebeauty.in and we will help you out with all details, including tracking details.
An alternate way to track is to create an account on the FAE website. Use the profile icon on the top right of the website to do this, and once your account is ready you'll be able to see your order history with tracking information in your profile.
When can I expect delivery of my order?
Our warehouse dispatches orders from Monday to Saturday, and your order will be dispatched within 4 working days of being placed.
For most metro cities, orders take 2-5 business days to be delivered post dispatch.
For all other cities, it could take between 5-7 days.
My account got debited but I didn't get an order confirmation.
First, we recommend double-checking that the email ID and phone number you provided is correct. If you're sure that it is, then take a look at your spam folder - it's possible the order confirmation was sent there! If you still don't see it, just email us at support@faebeauty.in and we'll help you out.
My payment failed but my account got debited!
If your account got debited after you got a payment failure error, the entire amount will typically be credited back to your account within 14 business days. In case this does not happen, please email us at support@faebeauty.in and we'll help you out!
Can I cancel my order?
If you act quick! To cancel your order, please email us at support@faebeauty.in with your Order ID within 3 hours of placing your order and we'll try and help you out. However, once your order has been fulfilled at our warehouse, we won't be able to process any cancellations.
Can I change my shipping address?
If you act quick! To change your shipping address, please email us at support@faebeauty.in with your Order ID and new shipping address within 3 hours of placing your order and we'll try and help you out. However, once your order has been fulfilled at our warehouse, we won't be able to process any cancellations.
Returns & exchanges:
Can I return a used product?
Unfortunately not! A lot of hygiene and contamination issues come into play, so we're unable to process a return or refund for used products.
Can I return a product if I don't like the shade?
Unfortunately not! A lot of hygiene and contamination issues come into play, so we're unable to process a return or refund for products that you've changed your mind about.
How do I know if an item is eligible for return?
Let's break it down.
All colour cosmetic & skincare sales are final unless there is in-transit damage.
Damaged products: You must initiate your return within 1 day of receiving a product if it is received damaged or defective.
In the case of Re:Define Lip Liners, damaged products are only eligible for return if an unboxing video is provided in which the plastic shrink wrap is opened in the video to prove transit damage. This is due to the delicate nature of the product and to verify that the damage is due to transit and not use itself.
Used products: If any product is used even once, even if just swatched on the hand, it's not eligible for return or refund.
Changed your mind: We cannot process a return or refund for a product due to personal like or dislike of the shade, fragrance, colour or any other reason.
Skin allergy: We are unable to offer exchanges or refunds for products returned due to skin irritation. We stand by the quality of our products and ingredients. However, certain ingredients may cause irritation to very sensitive skin and we highly recommend that you do a patch test on your neck or arm before using any product. To help avoid irritation or an allergic reaction, a full ingredient list is displayed on each product.
Products on sale: Products purchased on clearance sales are not eligible for returns or refund. Only regular priced items are eligible.
Final sale: Certain products are marked as "Final Sale" on the product page. Those are not eligible for return, exchange or refund. We recommend you read the product-specific return policy on each product’s page on our website.
Other reason: Any item where the return request is initiated more than 2 days after delivery will not be eligible for return.
Do note that any returned item that is received in damaged condition or is used will not be refunded.
To schedule the return, email us at support@faebeauty.in
How do I return an item?
If your product is eligible for return, here's how you can go about it.
1. First, please email - support@faebeauty.in with your order ID and the reason why you want to return it.
2. We'll arrange for a pick up from the same address within 3-4 working days as the one the product was shipped to. Please put the product in its original packaging, seal it well and hand it over to the pickup personnel. of course, do ensure that the product is unused, undamaged, and with all tags, invoice slips, and bar codes intact.
3. Once the product reaches our warehouse, we will inspect it and once our inspection team confirms that the product received is in acceptable condition, as dispatched from our warehouse, (or genuinely damaged as per your damage claim) we will initiate a refund. If this is not the case, then the returned Product will unfortunately not be accepted and will be returned back to you. Delivery charges will apply.
What if I have received a damaged product?
In the rare instance that you do receive a product in less than optimal condition please write to us at support@faebeauty.in and we will help sort it out. Do keep in mind that we can only accept products damage requests raised within 24 hours of when you receive your order.
In case you opt for an exchange of a damaged product, it will only be provided for the same product that was originally purchased. We will not be able to accommodate shade or product changes requests when exchanging a product due to damage.
Do keep in mind that in the case of Re:Define Lip Liners, damaged products are only eligible for return if an unboxing video is provided in which the plastic shrink wrap is opened in the video to prove transit damage. This is due to the delicate nature of the product and to verify that the damage is due to transit and not use itself.
However, damage is VERY unlikely to happen because our team and partners are super careful at every step and committed to ensuring that our products reach you securely!
How will refunds be processed?
For prepaid orders, a credit will automatically be applied to your original method of payment within 7 days of approval of the refund.
For COD orders, the refund amount will be credited via UPI once we receive details for the same from you.
Please note that only the product cost will be refundable. Costs related to shipping, COD charges, custom packaging, restocking fee (if applicable) and more will not be eligible for a refund and will be deducted.
How long will it take to process my return?
It usually takes 10-15 working days for you to receive a replacement product or a refund.
Can I place an exchange request?
We do not accept exchange requests for any order, unless a product has arrived in a damaged condition.
After verifying damage, exchanges will only be provided for the same product that was originally purchased. We will not be able to accommodate shade or product changes requests when exchanging a product due to damage.
Shipping:
Do I have to pay for shipping?
We offer free shipping across India for all prepaid orders over INR 500.
For orders below INR 500, a delivery charge of INR 50 applies.
For cash on delivery orders under INR 500, an INR 50 convenience fee (non-refundable) will be charged at checkout, along with the standard delivery charge
If your order is less than INR 375, an additional shipping fee of up to INR 250 may be added.
How long will it take for my order to reach me?
Our warehouse dispatches orders from Monday to Saturday, and your order will be dispatched within 4 working days of being placed.
For most metro cities, orders take 2-5 business days to be delivered post dispatch.
For all other cities, it could take between 5-7 days.
Do you offer reverse pickups? Are there any additional charges for this service?
In case of return for eligible products, we offer a reverse-pickup service for many, but not all, pin codes.
In case of a reverse pickup for a serviceable pin code, a nominal restocking fee of Rs.100 per product will be deducted from the total refund amount.
If your pin code is not serviceable, you can return the products by shipping them to us at 301, Floor-3, Plot-CS 3116, Dr. E Moses Road, Shakti Mill Lane, Jacob, Mumbai, Mumbai City, Maharashtra, India, 400011
Do you ship internationally?
Yes! You can shop internationally on www.faebeauty.global and we'll send you our products if you reside in Thailand, USA, UAE, Bahrain, Qatar, Australia, Singapore or Canada. Do keep in mind the T&C in the next question for all international orders.
What should I keep in mind when placing an international order?
If you are shopping internationally, please note the following important terms and conditions:
1. Shipping Destinations: FAE Beauty PVT LTD now ships internationally to the following destinations: Thailand, USA, UAE, Bahrain, Qatar, Australia, Singapore and Canada.
2. Shipping Fees: Shipping fees for international orders will be calculated at checkout based on the destination and the selected shipping method.
3. Delivery Timeframes: Estimated delivery times for international orders vary depending on the destination. Typically orders reach between 2-10 business days post dispatch.
4. Customs Duties and Taxes: International customers are responsible for any customs duties, taxes, or import fees imposed by their destination country. These charges are not included in the product price or shipping cost and will be borne by the buyer upon arrival of the package at the destination.
5. Lost or Damaged Shipments: FAE Beauty PVT LTD is not liable for any lost or damaged shipments once they have been dispatched from our facility. Customers are advised to contact the shipping carrier directly to file a claim for lost or damaged packages.
6. Returns and Refunds: FAE Beauty PVT LTD does not accept returns or offer refunds for international orders. All international sales are final. If your order is missing an item, or you got an incorrect product in your package, please escalate this to our support team at support@faebeauty.in within 24 hours of delivery so we can provide you with a refund or replacement upon internal evaluation.
7. Customer Support: For assistance with international orders, customers can contact our customer support team at support@faebeauty.in. Please note that language of support would be English
8. Currency and Payment Methods: Prices for international orders are displayed in your chosen currency. We accept payment via credit card or debit card, COD is not available for international orders.
9. Tracking Information: Upon dispatch, customers will receive an email notification confirming shipment along with tracking information. We partner with DHL to provide reliable and efficient international shipping services. Customers can track their orders using the provided tracking number on the DHL website or mobile app.
10. Terms of Service: By placing an international order with FAE Beauty PVT LTD, customers agree to abide by our Terms of Service, which govern the use of our website and the purchase of our products.
11. Modifications to Terms: FAE Beauty PVT LTD reserves the right to modify these international shipping terms and conditions at any time without prior notice. Customers are encouraged to review the terms periodically for updates or changes.
Talking to FAE:
I have another query? How do I get in touch?
We're here to help. Email us at support@faebeauty.in or WhatsApp/call us on +91 81047 63831.
I want to write about FAE in a magazine or publication. How can I reach out to you?
Fun! Get in touch with us at pr@faebeauty.in — we'd love to chat.
How can I join the FAE team?
We're always looking for talented people who share our vision so if you think you're a good fit, email us at team@faebeauty.in with your resume and the position you are interested in!