order info/returns/exchanges

    

     *****ATTENTION INTERNATIONAL CUSTOMERS: Due to covid some countries have new requirements. Australia is temporarily not allowing any USPS first class shipping packages (our economy lowest cost shipment provider) our only method allowed for shipping during this time is Priority Mail Express (a 6-20 day shipping time as opposed to the economy 14-40+ day shipping time). It is a higher cost shipment provider but will arrive sooner. Once the ban is lifted we will return to our prior economy shipping option. 
***Ireland is having large delays due to customs, shipping times may be extended from 14-30 days to 40+ days in some rare circumstances
***UK/England may be having delays due to new Brexit rules


 

We ship worldwide! International customers-Currency is converted at checkout. Shipping costs are figured by purchase total not by weight. 

USA orders over $75 receive free shipping! 

 

Domestic/US shipping

All orders have a 2-5 day processing time (during sales processing times may be extended to 7-14  days depending on order volume). Wholesale orders have a 8-10 day processing/fill time and are shipped via USPS. All orders are shipped via USPS. USPS PRIORITY MAIL is an approx 2-4 day shipping time from time shipped, tracking info is provided to the email address at the time of shipment. Sample orders are shipped via USPS FIRST CLASS MAIL which is an approx 7-14 day shipping time, once again true shipping times may vary depending on the postal service. Express Mail orders are shipped via USPS 2 day express (there is a 1-2 day processing time for express orders). 

 

International Orders

International orders are shipped via USPS FIRST CLASS MAIL which is an approx 7-14 day. We are not in control of foreign customs and in some rare cases it may take up to 4 weeks to arrive. If you have not received your international order within the 4 week time period, please contact us for assistance. International orders do not have play by play tracking and will show as "delivered" once it has arrived to the final destination. Shipping times may vary. We are not responsible for any incurred customs fees. 

***Refused packages are subject to a 20% restocking fee and shipping costs will not be refunded

 

Addresses- Your package will be shipped to the address provided with your order. Please double check your address as we cannot reship orders that have been shipped to incorrect or incomplete addresses.

Order Issues

If you have any problems with your order (lost package, not what you ordered etc) please contact us so we can assist you. We always want to do our absolute best to make sure our customers have a great experience and will do our best to resolve any issues that may arise. 

We are an artisan/hand filled company, with that there may sometimes be a delay in filling an order due to an item being out of stock or on back order. Items (such as colors and textures) may vary slightly from batch to batch.

Please read over all ingredients to check for allergies or incompatible ingredients prior to completing your order as we do not refund due to sensitivities/allergies to ingredients. We list all of our ingredients in with each product so they can be fully evaluated prior to ordering and we also offer sample sizes on all cosmetic products so they can be tested prior to making a full size purchase.

If you receive a damaged item please contact us immediately and we will provide you with a prompt replacement. All damaged items need to be reported within 48 hrs of delivery. 

Payment

We accept all major credit cards (mastercard, visa, american express etc) as well as paypal payments.

Returns/Exchanges/Refunds

Due to the nature of cosmetics and cosmetic tools, we cannot accept returns but do provide a 7 day exchange policy( excluding skin perfection liquid foundation line, skincare kits, mineral kits and samples).

Exchanges- We offer a 7 day exchange policy for qualifying items (non qualifying listed above). You can exchange an item that isn't working for you by contacting us within 7 days of receiving your purchase (the 7 days goes off of the "delivered" status provided by the tracking on your package). We can provide an exchange or store credit. *For those with skin sensitivities or allergies we recommend reading the full ingredient listing and taking advantage of available sample sizes prior to making a full size purchase as we do not refund due to ingredient incompatibility or allergies. Your allergies are your responsibility.* Note we do not offer returns/exchanges on sale items. Please contact us with your concerns and we will do our best to assist you in resolving any issues.

 We are not responsible for any costs incurred through returns or exchanges. We are not responsible for any return/exchanged packages lost when in transit back to us that did not contain tracking/proof of delivery. 

Returned items: If an order is shipped and returned to us by the shipping carrier due to incomplete or incorrect address and no longer wanted there will be a 10% restocking fee and shipping costs will not be refunded.

Canceling/Changing Orders

Our shipping department works hard to process and ship orders normally within 48 hours of order placement. Due to high order volume, our automated shipping system and our fill to order method, it is not possible to make changes or cancel and existing order. Before submitting your order, please check it over for accuracy as we cannot make changes or cancel and order after it is placed. If an order is attempted to be cancelled after having been shipped, there will be a 20% restocking fee applied at time of return. All return shipping costs will be the customers responsibility.

 

We appreciate having you as a Faerie Organic Customer and hope to continue providing you with our pure and natural products.