FREQUENTLY ASKED QUESTIONS

PRODUCT RELATED
- Are your products cruelty-free?
  
  Yes, we are committed to cruelty-free practices. Our products are not tested on animals, and we do not support or condone animal testing in any form.
- Are your products vegan?
  
  Many of our products are vegan; however, some might contain ingredients like beeswax or honey. Each product page provides detailed information about its ingredients, making it easy for you to make informed choices based on your preferences.
- Are your products gluten-free?
  
  We offer a range of gluten-free products, but to ensure accuracy, we recommend reaching out to our customer support team or checking the product's ingredient list for specific details.
- Are your products suitable for sensitive skin?
  
  Many of our products are formulated with sensitive skin in mind, using gentle and soothing ingredients. However, everyone's skin is unique, so we recommend checking the ingredient list and performing a patch test before using a new product.
ORDERS AND SHIPPING
- How can I place an order?
  
  Placing an order is easy! Simply browse our products, select the items you'd like to purchase, add them to your bag, and proceed to checkout. Follow the prompts to provide your shipping information and payment details to complete the order.
- Can I modify or cancel my order after it's been placed?
  
  We strive to process orders quickly, so modifications or cancellations might not always be possible. If you need to make a change, please reach out to our customer support team as soon as possible, and we'll do our best to assist you.
- How can I track my order?
  
  Once your order is shipped, you will receive a shipping confirmation email with a tracking number. You can use this tracking number to monitor the status of your shipment and estimated delivery date.
- How long does it take for orders to be processed and shipped?
  
  Orders are typically processed within 24 hours. Shipping times vary depending on your location and the shipping method selected during checkout. Please refer to our Orders and Shipping page to know more.
- Do you offer free shipping?
  
  Shipping is free for each order placed from 150 AED and above.
- What are your shipping rates?
  
  For UAE, shipping and handling charges are 15 AED for each order placed below 150 AED.
- Do you offer international shipping?
  
  Yes, we offer international shipping to many countries. However, shipping times and costs may vary depending on the order and destination. Please review our Orders and Shipping page for more information.
- What should I do if there's an issue with my order?
  
  If you encounter any issues with your order, such as missing items, damaged products, or any other concerns, please contact our customer support team within 48 hours of receiving your order. We'll work to resolve the issue promptly.
- Can I change the shipping address after I've placed my order?
  
  If you need to change the shipping address after placing an order, please contact our customer support team as soon as possible. Address changes might be possible if the order has not yet been shipped.
- What happens if my package is lost or stolen?
  
  If you believe your package is lost or stolen, please reach out to our customer support team. We will assist you in tracking down the package or exploring potential solutions.
PAYMENT AND ACCOUNT
- What payment methods do you accept?
  
  We accept major credit and debit cards, including Visa and MasterCard. We also offer the option to pay via PayPal for added convenience.
- Is my payment information secure?
  
  Yes, your payment security is a top priority for us. We use industry-standard encryption and secure payment gateway with Stripe to protect your financial information during transactions.
- Can I save my payment information for future purchases?
  
  For your security, we do not store payment information on our servers. You will need to enter your payment details each time you make a purchase.
- How do I reset my password if I forget it?
  
  If you receive a damaged or defective product, please contact our customer support team immediately with a photo of the product. We'll work to resolve the issue and provide you with a replacement or a refund, as applicable.
- Can I change my account email address or other personal information?
  
  Yes, you can update your account information, including your email address, shipping address, and other details. Log in to your account and navigate to the "Account Settings" or "Profile" section to make changes.
- Can I delete my account if I no longer wish to use it?
  
  Yes, if you wish to delete your account, please contact our customer support team, and they will assist you in the account deletion process.
- Is my personal information shared with third parties?
  
  We respect your privacy and take data protection seriously. We do not share your personal information with third parties without your consent. For more details, please refer to our Privacy Policy.
- Can I place an order without creating an account?
  
  Yes, you can place an order as a guest without creating an account. However, creating an account offers additional benefits such as order tracking and faster checkout for future purchases.
- How can I unsubscribe from your email newsletter?
  
  If you no longer wish to receive our email newsletter, you can click the "Unsubscribe" link at the bottom of any newsletter email. You can also update your email preferences in your account settings.
RETURNS , REFUNDS AND EXCHANGES
- What is your returns and exchanges policy?
  
  We want you to be completely satisfied with your purchase. If you're not, we offer a hassle-free returns and exchanges policy within a specified timeframe.
- How do I initiate a return or exchange?
  
  To initiate a return or exchange, please contact our customer support team within 48 hours of receiving your order. They will guide you through the process and provide you with the necessary instructions.
- Can I return or exchange a product if it's been used?
  
  Unfortunately, any product that has been opened cannot be returned or exchanged.
- What if I received a damaged or defective product?
- How long does it take to process a return or exchange?
  
  Once we receive your returned items, it typically takes up to 7 days to process the return and issue a refund or exchange. Please note that refund processing times may vary depending on your payment method.
- Can I exchange a product for a different item?
  
  Yes, we offer exchanges for different items of equal or lesser value. If you're exchanging for an item of higher value, the difference will need to be paid.
- How will I receive my refund?
  
  Refunds are generally issued to the original payment method used during the purchase. Please allow a few business days for the refund to reflect in your account, depending on your bank's processing times.
- Can I return or exchange products I bought during a sale?
  
  Yes, our policy applies to products purchased during sales and promotions as well. However, please be aware that refunds for sale items will be processed based on the discounted amount.
- Do you offer returns and exchanges for international orders?
  
  Yes, we offer returns and exchanges for international orders, but shipping costs and return procedures may vary. Please contact our customer support team for specific instructions.
- What if I received the correct product but changed my mind?
  
  If you received the correct product but would like to return or exchange it due to a change of mind, you can still initiate a return or exchange within the specified timeframe. Please be aware that return shipping costs may be your responsibility in this case.
CANCELLATIONS POLICY
- Can I cancel my order after it has been placed?
  
  Yes, you can request to cancel your order. Please keep in mind that we process orders quickly to ensure prompt delivery, so it's best to contact our customer support team as soon as possible to request a cancellation.
- How do I cancel my order?
  
  To cancel an order, please contact our customer support team via email or phone and provide them with your order details. They will assist you in canceling the order if it has not already been processed for shipping.
- Is there a specific timeframe within which I can cancel my order?
  
  We recommend contacting our customer support team to request a cancellation as soon as you decide not to proceed with your order. Orders are typically processed within 24 hours, so it's important to act quickly.
- Can I cancel only certain items from my order?
  
  If you wish to cancel specific items from your order, please let our customer support team know. They will help you modify the order accordingly.
- Is there a fee for order cancellations?
  
  In most cases, there is no fee for canceling an order before it has been processed for shipping. However, if your order has already been shipped, standard return procedures will apply.
- Can I cancel an order during a sale or promotion?
  
  Yes, you can request to cancel an order that was placed during a sale or promotion. Our cancellations policy applies to all orders, regardless of any ongoing promotions.
- How will I receive a refund for a canceled order?
  
  If your order was canceled before it was processed for shipping, you will receive a full refund to the original payment method used during the purchase. Refund processing times may vary depending on your bank's processing times.
- What if I change my mind after I've requested an order cancellation?
  
  If you change your mind after requesting an order cancellation, please contact our customer support team as soon as possible. If the order has not yet been processed for cancellation, they will assist you in reversing the cancellation request.
- Can I cancel an international order?
  
  Yes, you can cancel an international order as long as it has not yet been shipped. However, please note that return shipping costs and procedures for international orders may vary. Contact our customer support team for guidance.
- How do I know if my order has been successfully canceled?
  
  After you contact our customer support team to request a cancellation, they will confirm the cancellation status with you. You will also receive a cancellation confirmation email if the order is successfully canceled.