Are your products cruelty-free?
Animal testing is very common in the skin care and makeup industries. In the past, animal testing was done to see if ingredients were safe for humans. Today, animal testing is no longer needed as we have better methods to determine if a product is dangerous for humans. Most brands are available in the drugstore test on animals. Our products are cruelty-free and around the same prices as drugstore brands because we believe in keeping our prices low.
I broke my shadow! Please help!
We know, this is the ultimate tragedy and we are sorry you had to experience it! Luckily, although some of life’s tragedies are not fixable…this one totally is. All you have to do is place a tissue over your shadow pot and press down with a round flat item. Ta-da! Practically good as new.
Can I change the shipping address for my order?We will be happy to change the shipping address for your order! Please email our Customer Care team by clicking HERE with your order number and the updated address ASAP, as we are only able to make changes to your order if it has not yet entered the packing process.
Can I cancel my order after I’ve placed it?
Unfortunately, no. Once an order is placed, we are unable to cancel or modify the order. All sales are final. So sorry for any inconvenience!
Unfortunately, due to the low-cost nature of our products, we are unable to offer refunds, returns, or exchanges. All sales are final. FOCALLURE reserves the right to refuse any returns at any time.
When will my order ship?
Our products usually – keyword usually – ship within 1-3 BUSINESS days (business days do NOT include weekends or holidays)! However, if we have some crazy promotion or a new launch, orders may take a bit longer to process, so be patient my friend!! Once your order has shipped, you will receive a shipping confirmation via email with a tracking number.
How can I check where my order is?
Very simple, just click HERE. In this website, you can use your tracking number to query and see the latest news of your order location.
My package says delivered, but I didn’t receive it.
Sometimes USPS tracking information can be incorrect, and packages are marked as delivered before they actually arrive – oops! Your package will most likely be delivered within a few days, but it’s great to check with your neighbors and/or post office for more information in the meantime!
Why I check the tracking number, they said not available?
The package information just shipped, the logistics information will not be updated in time.
Please wait a few days before checking your tracking number.
How are shipping rates calculated?For international shipping, there is a flat rate of $5.95 USD, remote areas $12.95 USD. International orders over $30.00 USD, Remote areas over $50.00 USD are eligible for free shipping! All international orders are subject to customs and duty fees as defined by the country of import. Customs and duty fees are not included in your order and/or shipping total. FOCALLURE is not responsible for fees associated with import. All fees must be paid by the parcel recipient.
Why is my order unfulfilled?No need to worry, unfulfilled just means your order is processing and has not yet shipped! Once your order ships, it will be marked as Fulfilled/Shipped. You'll receive an email with tracking once this happens!
My international tracking is not updating.We're so sorry for the delay with your package! Although tracking does not indicate this, we can assure you that your package is still in transit to you.
Please note that international orders typically take 10 to 21 full business days to be delivered. Business days do not include weekends or holidays.
In the meantime here are some things that might help you locate your package:
If tracking indicates that your package is in your destination country, please use your local courier's online tracking, as it may have more accurate tracking information. Alternatively, we recommend directly contacting your local post/customs office. The best way to do this is by simply locating your nearest post/customs office and visiting them in person. We recommend you physically visit the office to locate your package as your courier's online tracking may not recognize your USPS generated a tracking number.
If tracking indicates that your package is still in the US, or is currently in transit, please be patient! Typically international orders do get delivered within 21 business days, however, your package may be delayed by customs, or may simply be missing a scan.
Whatever the case may be, we recommend full communication with your customs office as this is the most likely place for packages to go missing.
If you have waited the full 21 business days and still have not received your order, please contact our Customer Care team HERE with your order number! Please note, we are unable to assist you further with your order until after the 21st business day.
Will my package be charged customs?All international orders are subject to customs and duty fees as defined by the country of import. Unfortunately, we are unable to provide information on whether you may or may not be charged customs/duty fees. Duties will be determined by the country of import upon arrival of your order based off product value.
These fees are not included in your FOCALLURE order and/or shipping total. FOCALLURE assumes no responsibility for duties incurred on discounted, promotional or give away items. All fees must be paid by the parcel recipient.
Why is a coupon code not working?
Coupon codes will only apply to discounted focallure.com, some collaboration items.
Please note when the discount code expires.
And keep in mind that discount codes cannot be combined with any other offers that may be live on our site at the time that your order is placed.