What's your return policy?
Our goal is to help you find the products that are the perfect fit for your skin, health & lifestyle. We hope you’ll be completely satisfied with your products and will accept any full-sized product for a return, less cost of shipping, as long as it is received within 30 days of initial purchase. Any product purchased with a 30% or higher discount is considered final sale, and not eligible for return.
All returns must be received at our facility within 2 weeks of the return label being emailed - otherwise, we will not be able to authorize the full refund or send out another return label.
We monitor return and refund activity and reserve the right to limit or refuse a return or charge a return processing fee if we find that our policies have been abused. Any finding of abuse of our policies shall be in our sole discretion and is not appealable. We are not obligated to disclose our reasons and methods, other than to inform the consumer that the refund request is being refused for abuse of our return policy.
We are not responsible for any damage, defect, material difference or loss of orders that are delivered to a forwarding company. We will not offer replacements or refunds for orders that have been delivered to a forwarding company. If a package is lost or damaged after being received by the freight forwarder, it is the responsibility of the freight forwarder, please contact them directly.
What is your international return policy?
We do not accept international returns except those purchased and shipped to EU Countries through our global store within 14 days from the parcel’s arrival.
Can I exchange my item for something else?
Unfortunately - we do not offer exchanges on any items.
What are the steps to return products?
- CONNECT WITH CUSTOMER CARE
If you would like to return or exchange an item purchased online, please contact Customer Care to initiate your return/exchange at email@example.com. Our Customer Care Team will be happy to assist with a return label for returns that meet our policy requirements. It is important that you contact Customer Care before you send in a return or exchange. We are not responsible for returns lost in transit that have not been communicated to Customer Care.
- COMPLETE THE RETURN FORM & PRINT THE PRE-PAID LABEL
Return labels will be sent to the email address attached to your original order unless otherwise specified. Returns can only be processed if our Return/Exchange form is included, and the desired action is specified.
- PACK YOUR RETURN
Please safely pack the products and include the return form. Affix the prepaid return label to the box and ship it back to us by bringing the return to the carrier on the return label.
All returns must be received at our facility within 2 weeks of the return label being emailed - otherwise we will not be able to authorize the full refund.
I purchased your products at an authorized retailer, can I return them to you?
If the products were not purchased directly through the FIOR website, we are not able to process a return. However, if you have specific questions please email us at firstname.lastname@example.org and we’ll assist you.
Can I return kits, sets, bundles or duos?
Kits, sets, bundles or duos are only eligible for returns if all of the pieces of the kit, set, bundle or duo are included in the return. Returns received that have not been discussed with Customer Care that are not in compliance with our Return Policies will be held for 7 days until we receive the return form. If outside the 30-day return timeframe, products will be returned to the sender at their expense or donated.
What if I received an order with broken items, missing items, or my package is missing?
Please contact Customer Care as soon as possible after receiving your delivery or when you notice a package is missing after receiving our delivery confirmation email. For missing packages marked delivered to the address on the order, we require a minimum of 2 business days to file a claim with the carrier before sending a replacement. We are unable to assist with items that arrived broken and/or missing outside of the 30-day return/exchange policy timeframe and without a photo of the broken items and/or package. We are unable to assist after 15 days from when a package marked as delivered. Any broken or damaged package will need to be returned to our facility for further investigation. From there, our team will send a replacement to your original address.