Frequently Asked Questions
We Have You Covered
-Are your products cruelty-free?
Absolutely! All of our products are cruelty-free. We do not test our products on animals and we do not retail to any country that requires animal testing.
-Are you PETA certified?
You betcha! Take a look at our PETA certification HERE.
-Do your products really make me Think Positive, Speak Positive, Be Positive?
Of course darling! You have to change your mindset to Think Positive! Our products are a daily affirmation reminder of who you are! While applying the color, Think you are, Speak that you are, and once you believe that you are, you no choice but to Be who you are! This can come with time, but you are a Queen and its time to change consume positivity.
-The color isn’t the same on me as shown online.
We try our best to display accuracy of each color. Actual colors may appear different on everyone based off undertone, lip shape, hair color, skin color etc. Colors are varies depending on monitor screen, resolution and much more!
-I see spacing of product in my tube, what does that mean?
All products are new and have Never been opened! Don’t fret! Some formulas are thicker in consistency causing the streaking in the tube. All products weight the same amount of 3ml regardless of formula thickness.
-What is your Shipping Process
United States Postal Service “USPS” is our preferred shipping carrier within the United States. Our products processing time is 1-3 business days, regardless of the shipping method selected at checkout. All orders placed after 3pm CST will be processed the next business day. No packages are processed or shipped on weekends or holidays. Any and all delays should be followed up with the USPS carrier. Once the package has left our fulfillment center, has been received by the post office and a tracking number has been assigned, we are not liable for mishandled, improper delivery location, weather delays, or lost packages. If your shipments shows “confirmed” delivery” from USPS, we are not responsible/liable for replacing packages.
Checking your email for the USPS Tracking link is the quickest and easiest way to find out where your package is located. If you need any additional information on your package, contact USPS customer services at 1 (800) 275-8777, and provide them with your tracking number for them to assist you. We are not responsible for lost, stolen, damaged, or delayed shipments and will not replacing any products.
-Additional Insurance Fee
We want to make sure you receive your package, so we have an added an insurance option at additional fee of $3.95 for up to $200 of insurance. In the event that your package is lost or stolen, notify USPS at www.usps.com/domestic-claims to file a claim. When filing a claim with USPS they might ask for a receipt of purchase(which is found in your email.) Again, the insurance option is extra protection to ensure that if your package was lost or stolen that you would at least receive payment back for the damages. We are not responsible for lost, stolen, damaged, or delayed shipments and will not reissue any products.
-My order was failed or undeliverable?
We apologize for the inconvenience but we are not responsible for re-shipping shipping costs if the a package returned to our Order Fulfillment Center due refusal of package or multiple failed delivery attempts by customer or household members. A store credit for the refused items will be issued and we will reserve the right to deduct any related return charge imposed by the shipping carrier.
-Why is my package taking too long to arrive?
We know how super exciting it is to be receiving a package! Our processing time is 1-3 business days then shipped to you!(business days do not include weekend of holidays) If we had a promotion or new launch, orders processing time may increase! We are working hard to get them to you as soon as possible so don’t worry, you will receive it soon:)
-I put the wrong shipping address on my order
We would be happy to change the address on your order. If you noticed you input the wrong address on your order, please contact our customer care HERE immediately!! We are only able to make changes if your order has not entered our packing process. We are not responsible for incorrect or mislabeling information of address. If you have incorrect information on your package, Please contact USPS at 1 (800) 275-8777, and provide them with your tracking number and they may be able to correct your information.
-I put the wrong email address on my order.
No problem! Please contact our customer care HERE please be sure to add the original email address and the updated email address so we can make those changes. Once we have received the updated email, we can resend your order confirmation and shipping information to the updated email address.
-Can I modify my order?
Unfortunately once your order have been received we are unable to make changes. All Sales are Final.
-Can I cancel my order after I’ve placed it?
No. Unfortunately once your order have been received cancel or make changes. All Sales are Final.
-I wanted additional products, how do I do so?
Unfortunately we are unable to modify orders,. Simply placing another is recommended! Orders are placed on the same day or to the same shipping address are automatically combined. Shipping fees will not be refunded due to new weight of package.
We want you to enjoy our products as much as we do, but All Sales are Final. We do not offer returns, exchanges or refunds.
-I am missing item(s) in my order?
Whoops! We are sorry about the mishap! Contact our Customer care team by clicking HERE within 48 hours of delivery with the list of the missing items. Photos of products and shipping label is required. We reserve the right to prove accuracy of order. *Discontinued or Sold out items are not eligible for replacements but will be issused a store credit for the amount paid. *
-I have extra items in my order.
Well Hallelujah!! The blessings are in your favor! Keep them! You deserve it!
-I received a package that wasn’t mine.
Oh No!! We are sorry about the mishap! Contact our Customer care team by clicking HERE within 48 hours of delivery with your order details and we will send you the proper order ASAP! *Discontinued or Sold out items are not eligible for replacements but will be issused a store credit for the amount paid.
-I received the wrong item(s).
Oh no! We are sorry about the mishap! Contact our Customer care team by clicking HERE within 48 hours of delivery with the list of the missing items. We reserve the right to prove accuracy of order. *Discontinued or Sold out items are not eligible for replacements but will be issused a store credit for the amount paid. *
If you have any questions, comments, and concerns please contact customer care HERE and someone will contact you within 24-48 hours regarding your issue.
Please note, THIS is the means of reaching Fontella Cosmetics. Any other emails, social media sites, or websites that are not Fontella Cosmetics are not proper outlets of reaching Fontella Cosmetics.
We thank you so much for your interest in reviewing our products. Click the LINK to fill out a request form.
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