We offer refunds only when cancellation policy still applicable. If you are able to return your order, we will issue a full store credit on your order amount.
If you think your product arrived damaged, you have to report to us within 24-48 hours so that we can send you a new package, and on the same time get the credit back from the carrier (shipping company).
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email and send your item to our fulfillment center for review. The address will be provided you by our customer service department.
If for any reason you are not completely satisfied with the products purchased from Focallure, you are welcome to return it. You must email us the support department within 48 hours of delivery, and ship the unwanted items back to us within 7 days. We will issue a store credit on the item(s) you return, or exchange it for new item you may like.
Before Return Shipping
In case you are eligible for return, you should email us first, before shipping the order to us, in order to get the specific instructions for return and address.
You will be responsible for paying for your own shipping costs for returning your item(s). Shipping costs are non-creditable. If you receive a credit, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
If for any reason you ordered but, want to get a refund you have to send an email within 48 hours to our support department, so they can hold the fulfillment process and be able to refund you before the order shipped to your address.
Several types of goods are exempt from being returned or refund. We also can not accept products for skin uses as those products need to keep under certain condition (temperature) and must be kept in a cold condition away from heat. Between those products the Cosmetics (Skincare Items, Masks, Serums are included and more.) for more info please contact our customer services to see if the product is eligible for return. In case it won't be eligible, but you still unsatisfied with the product you purchase, we can give you a Gift Card (Store credit) to purchase anything else you like on our online store.