FAQ

ORDER STATUS

When will my order ship?

All placed orders are shipped within 24-36 hours except for weekends and public holidays.

When your order ships, you’ll get an email with notification information (it can take up to 24-36 hours to update).

How can I find the status of my order?

Check the status of a particular order and view your Order History on the Order Status tracking page under My Account. Please note that the Order History will not be updated until the product(s) have shipped.

Mostly orders you can check the tracking information on this website: https://callcourier.com.pk/tracking/ If you couldn’t find the updated tracking information, please contact our customer services via info@focallurepakistan.com

PLACING AN ORDER

Which payment methods do you accept?

We accept major credit cards, Jazz Cash and also COD (cash on delivery).

How do I apply a promo code?

Promo codes can be applied to your order during checkout, in the Order Summary section and also in your Cart page. Codes will not apply to discounted FOCALLURE items, some collaboration items; you can find the discounted signature on the products page. Promo codes have expiration dates. If you have two valid codes you want to use, you’ll need to pick a fave—you can only use one at a time.

Can I cancel my order?

To serve you better, FOCALLURE will begin to process your order immediately after it has been submitted, and we are unable to change or cancel an order once it has been placed. If there is an issue with your order, please contact us via info@focallurepakistan.com

SHIPPING

Do you offer free shipping?

Yes, we offer FREE Standard shipping orders worth PKR 1500 and above (Cash on delivery orders).

Standard shipping rate is PKR 200.

Where do you ship?

We ship to all cities, towns and villages across Pakistan and AJK. 

PRODUCT-RELATED

Are FOCALLURE products cruelty-free?

FOCALLURE does not condone animal testing in any way. We do not test any of our products on animals. We also do not test any of our ingredients on animals, nor do we allow our manufacturers to do so on our behalf. Instead, we choose to test drive our products on our R & D colleague (with their permission, of course).

Are FOCALLURE products vegan-friendly?

Most of our products do contain non-vegan ingredients and you can check the ingredient list on every product if you have any concerns. 

Are FOCALLURE products gluten-free?

We care about your health and safety—allergies are a serious thing. FOCALLURE products are not specifically formulated to be gluten free. If you’re wondering what’s in a FOCALLURE product, please check out the detailed ingredient list on the product page or product packaging to make sure the product will work for you. Ask your doctor if you have any concerns.

RETURNS & EXCHANGES

My item arrived damaged. What should I do?

While we do everything we can to prevent this, sometimes an item can be damaged in transit. If you receive a damaged or defective product, you must report this within 7days of delivery. Please contact our customer services at info@focallurepakistan.com and provide a photo of the damaged or defective product along with a copy of the packing slip or order number. If the product is deemed defective we will refund the money of your damaged products or send you a replacement.

How do I make a return?

You can return a product within 7 days of delivery if:

Wrong shade or different product is delivered.

Received product is damaged during transit.

Please send unopened (sealed) product with original packaging to our address, you will be refunded within 7 days via Jazz Cash or bank account once product is received back in our warehouse.

Note: Return shipping charges are to be covered by customers.

I recently purchased an item online and now it’s discounted. Can I get the discounted price?

Pricing on the website is subject to change without notice. Orders placed before promotions are not eligible to receive new promotions or discounts. We reserve the right to cancel any order due to unauthorized, altered, or ineligible use of the offer, and to modify or cancel any promotion due unforeseen issues.

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