Returns are rare enough that most consultants have never done one, which is exactly why they go badly. Someone finds a leaking bottle, is not sure who to contact, waits a week hoping it resolves itself, and by then the easy route has closed.

The process is short if you start it properly.

The five minutes at delivery

Inspect before you walk away or before the courier leaves:

  • Outer packaging intact, seals unbroken.
  • The number of parcels matches what was shipped.
  • Nothing has leaked. Cosmetics travel as liquids, and long-distance shipping is when this happens.

Damage recorded at the point of handover is an administrative matter. The same damage discovered three days later at home becomes a case you have to argue.

The categories matter

Different reasons follow different routes:

Damaged or faulty on arrival — the most straightforward, provided you documented it.

Wrong item sent — also straightforward, and usually resolved quickly.

It simply did not suit you — right shade in the photo, wrong shade on your face. Here restrictions apply. Cosmetics and fragrance fall into product categories that many jurisdictions treat differently once opened, for hygiene reasons.

Cancelling before delivery — a separate procedure again.

Why there are no timeframes in this article

Because they are not universal. Faberlic ships to over forty countries, and return windows, non-returnable categories and refund methods are governed by the terms applying to your market as well as by local consumer law. A rule quoted by a consultant in another country may be simply wrong for you.

The current returns conditions on faberlic.com, for your country, are the source. Read them once now rather than during a problem.

What to have ready

Order number, delivery date, proof of payment, photographs of the product and its packaging taken at the time, and the item itself with its packaging. Do not discard the box until you have opened and checked everything — throwing it away early is the most common self-inflicted complication.

Who to contact

Official Faberlic support handles the procedure and the refund. Your sponsor can explain the steps and help you word the request, but they do not decide the outcome and cannot refund you. Where to submit a request is shown in the account itself on faberlic.com.

If you order on behalf of others, explain return conditions before they pay. Someone who knew in advance that an opened mascara cannot go back does not feel misled when it cannot. For more on handling customers well, see the business section.