Shipping Policy
I have certain questions about the products. Is there anyone I can speak to?
If you have any queries, you can contact via email on care@flenccosmetics.com
ORDERS
How to place an order?
You can place prepaid orders on our website at …………….
To place an order, click the “add to cart” button next to any product you wish to purchase. Once you have added all products to your cart, click on the “checkout” button.
Thereafter, you need to add your contact details and shipping address. Once the contact information has been entered, you will be taken to the payment page. You can select your preferred payment method and make the payment. That’s it!
Once the payment has been processed, you will see the order confirmation page with your order details.
All prepaid orders are provided FREE SHIPPING.
If you want to place any order, you can also reach out to us via email on care@flenccosmetics.com and place your request by providing the following information:
Full name
Email address
Mobile number
Complete shipping address
Names and quantity of the products you want to order
A shipping charge of INR 100 per product is applicable on COD orders. Additionally, please note that COD orders are only made available on request under the guarantee that these orders will not be refused or denied upon delivery. We request you to please be mindful of your purchase when placing COD orders.
If a COD order placed by a customer is refused at the time of delivery, the customer will be prohibited from placing any further COD orders on the website.
Please note that the COD option is not to be treated frivolously, as impulsive COD orders are wasteful of time, money and resources, and also a burden on the environment due to unnecessary carbon emissions .
Is my order confirmed because I have not received any confirmation email/message?
Once the order is successfully placed, you will receive a confirmation on your WhatsApp and registered email address. If you have not received it, request you to please check your spam folder. If you are not able to find it, please reach out to us via email on care@flenccosmetics with your registered email address, phone number, and the payment screenshot.
What to do if my money has been debited but the order has not been placed?
In case there is a failure in payment, please confirm if the information you have provided is correct and that your internet connection was not disrupted during the process.
If your account has been debited even after a payment failure, it is normally auto-credited back to your account within 7-14 business days. If you encounter any further difficulties or have any additional questions, you can contact us via email on care@flenccosmetics.com.
Where can I find my order ID?
Order ID is provided in the confirmation message and email sent to you once the order is successfully placed.
Where can I track/ check the status of my order?
Once your order is dispatched, you will receive a tracking link on your registered email address.
Can I change the shipping address, phone number, or email address for my order?
If you need to make any change in the shipping address, phone number or email address after you’ve placed the order, you can contact us via email on care@flenccosmetics.com
Please note that we can only accommodate these changes within 3 hours of placing the order or before your order has been shipped (whichever is earlier). Once the order has been shipped, unfortunately, it is not possible for us to make these changes.
Any changes to address or contact details made after the order has been shipped will be chargeable on actuals, between 100-150 INR, depending on how much the shipping partner charges us for these changes.
How are the items packed?
We pack every individual product in a secondary packaging box, which is then placed in a brown shipping box with filler. Our secondary packaging box has a perforated edge that needs to be torn to reveal instructions on product usage on the inside of the box. All information about our product, including the complete ingredient list is printed on the product and the secondary packaging.
Please note that NONE of our bottles come with any seal because these are airless bottles that need to be activated with pumping.
CANCELLATIONS AND RETURNS
How to cancel my order?
No orders can be cancelled or edited during sale period. If you’ve placed an order a couple days before the sale, that is still not a ground for cancellation. Any order placed in regular periods can be cancelled only if it has not been shipped out. If you need to cancel your order, you can reach out to us via email on care@flenccosmetics.com with your order ID within 3 hours of placing the order or before your order has been shipped (whichever is earlier). Once the order has been shipped, unfortunately, it is not possible for us to cancel it.
When will I receive my refund in case of order cancellation?
Once your order is cancelled, the refund is credited back to the source account. Normally, you will receive the refund within 7-14 business days. If you encounter any further difficulties or have any additional questions, you can contact us via email on care@flenccosmetics.com
RETURNS AND REFUNDS
Can I return/ exchange my order?
Returns will only be accepted for products that are physically damaged, have physical defects or if the incorrect product has been shipped. We request you to reach out to us on WhatsApp or via email on care@flenccosmetics.com with an unboxing video, and photos showing the damage, defect or incorrect/ missing product, within 24 hours of receiving the order.
Please note that the damage/ defect needs to be evident in the photos for acceptance of your complaint. If you fail to share the right photos within 24 hours of receiving the order, unfortunately, we cannot entertain any such complaints thereafter, as the window to raise these claims with the shipping partner is closed after this time period. Any returns should be made in proper condition in the box that your order came in along with the safety packaging. If you do not return the product in proper packaging and condition, your return will be disqualified and we will reship the same package back to you.
Returns will not be accepted if the product has been used / opened / tried and/or the serial number has been tampered with. On receipt of the returned product, d’you will proceed to inspect the same and validate the claim. Once approved as an eligible return, a replacement will be issued to the customer. If the product is found to be ineligible for return, the product will be couriered back to you.
The package I received is open. What should I do?
We request you to not accept any order where the outer packaging is open or where the seal has been tampered with. In case an open package is accepted by you from the delivery agent, we will not be able to take responsibility for such a package, and will not be liable for any physically damaged/ defective products, missing or incorrect products.
The product doesn’t suit my skin. Can I return it?
If a product doesn't suit your skin, it is unfortunately not a ground for return. Skincare is subjective, and not all products will suit every person / skin. This is an inherent risk the buyer assumes when purchasing skincare, beauty, consumable items from anywhere. If you have any concerns on correct usage, you can reach out to us anytime and we'll do our best to guide you in using the product(s) correctly.
When will I receive my refund in case of return?
Once your return request is approved, our delivery agent will pick up the product from you. Once it reaches our warehouse, we will do a quality check and issue a complete refund to you. Normally, you will receive the refund within 7-14 business days in your source account. If you encounter any further difficulties or have any additional questions, you can contact us on WhatsApp or via email on care@flenccosmetics.com. You can also call our customer care team at +91
DELIVERY AND SHIPPING
What is the estimated delivery time within India?
All orders are dispatched within 2-3 business days (excluding Sundays and bank/ public holidays). For all metropolitan areas that are serviced by reputed couriers, the delivery time would be between 3 to 5 business days (excluding Sundays and bank/ public holidays) after dispatch. For other areas, it may take 5-7 business days (excluding Sundays and bank/ public holidays) after dispatch depending on the location. Please note that the dispatch of all the product(s) ordered, may or may not happen at the same time.
Please note that the delivery date displayed while placing the order on the product page, cart, checkout and order confirmation page and in the order confirmation email are tentative. Once your order is dispatched, you will receive a tracking link on your WhatsApp and registered email address. Our delivery partners will bring the package to you as early as possible. In case, they are unable to reach the provided address or at a suitable time, they will contact you to resolve the issue.
What happens if I am not available to receive the order?
We use third party courier companies to get your order delivered. Generally, 3 attempts are made to deliver your order. If you are unavailable at the time of an attempt, you will receive a message on WhatsApp from our shipping, where you can reschedule the delivery and the delivery agent may call you to confirm a convenient time for the delivery of your order.
After 3 attempts, your order will be returned back to our warehouse. Any orders that are returned back due to the non-availability of the customer, can be reshipped only at an additional shipping charge of INR 60.