Frequently Asked Questions (FAQ)

1.1 How can I cancel my order?

You may request a cancellation before your order is shipped. If you wish to cancel, please contact our customer service team as soon as possible with your order number.

Once an order has been shipped, it can no longer be cancelled. In that case, please refer to our Return & Exchange Center and Refund & Return Policy for next steps.

1.2 What should I do if I receive a damaged, defective, or incorrect item?

If your order arrives damaged, defective or with the wrong item, please contact us within 7 days of the delivery date shown in the tracking.

To help us assist you quickly, please provide:

• Your order number
• Clear photos of the outer parcel and shipping label
• Photos of the product showing the damage or defect

You can submit these details via our Return & Exchange Center (Return Request Form) or by emailing info@faborya.com. Once confirmed, we will arrange a replacement or refund in line with our Refund & Return Policy.

1.3 Where is my order?

Once your order has been shipped, you will receive a shipping confirmation email with a tracking link (where available).

You can track your order by:

• Using the tracking link in your shipping confirmation email, or
• Visiting our Track order page and entering your details.

1.4 How can I modify my order (address, item, quantity)?

For address changes or modifications to items and quantities, please contact us immediately. Changes are only possible before shipment. Once an order is shipped, we are unable to modify it.

1.5 Can I place an order over the phone?

At this time, we only accept orders placed online through our website. This helps ensure that your information and payment details are processed securely.

2.1 How can I pay for my order?

We accept major payment methods such as Visa, Mastercard, American Express, PayPal and other secure local options where available. Specific options may vary depending on your country or region.

2.2 Will I be charged VAT or import duties?

Depending on your destination country, VAT and/or import duties may be charged by your local customs authority. Unless otherwise stated at checkout, these charges are the responsibility of the recipient.

We recommend checking your local regulations before placing an order. For more details, please see the “Shipping fees & taxes” section in our Shipping Policy.

2.3 What should I do if there is an issue with my payment?

If a payment fails or is declined, you can:

• Double-check your card details (name, number, expiry date, CVC).
• Try another payment method if possible.
• Contact your bank or card issuer to authorize the transaction.

If problems persist, please contact us at info@faborya.com with your attempted order details.

2.4 How do I use a discount coupon code?

At checkout, enter your code in the Discount code field and click Apply. If the code is valid, the discount will appear in your order summary before you complete payment.

2.5 Why isn’t my coupon code working?

The most common reasons are:

• The code has expired or is not yet active.
• Your order does not meet the minimum purchase amount.
• The code only applies to specific items, collections or regions.
• The code is limited to a single use per customer or per order.

If you believe there is an error with a valid code, please contact our customer service team.

3.1 What is your shipping policy?

We ship to selected countries and regions via trusted courier partners. Most orders are processed within 1–3 business days after payment is received.

To ensure product authenticity and avoid counterfeit goods, our main shipping origins are:

• Professional salon skincare: shipped from our warehouse in Israel.
• Korean beauty products: shipped from our warehouse in Seoul, Republic of Korea.

For detailed delivery times, destination list and conditions, please refer to our Shipping Policy.

3.2 How long will delivery take?

Delivery time depends on your region, selected shipping method and customs clearance. As a general guideline (business days, excluding public holidays):

• Europe: Express approx. 5–10 days; Standard approx. 8–15 days.
• United States & Canada: Express approx. 6–12 days; Standard approx. 10–18 days.
• Asia & Pacific (e.g. Japan, Hong Kong SAR, Singapore, Australia, New Zealand): Express approx. 4–10 days; Standard approx. 8–15 days.

These are estimates only. Actual delivery time can be affected by customs inspections, local courier delays, weather or other factors beyond our control.

3.3 Where do you deliver?

We currently ship to selected countries in Europe, North America and Asia-Pacific. The exact list of available destination countries for your order is always displayed at checkout.

For the latest list of supported destinations, please see the “Where we deliver” section in our Shipping Policy.

3.4 What shipping methods are available?

Available options depend on your destination and total parcel weight. Typically, we offer:

• Standard shipping: economy tracked service via postal or local courier partners.
• Express shipping: expedited service via international couriers (e.g. FedEx, DHL or similar).

Only the valid shipping options for your address and order will be shown at checkout.

3.5 Can I ship to a P.O. Box or APO/FPO address?

We are currently unable to deliver to P.O. Boxes or APO/FPO addresses. Please provide a complete physical address and accurate contact details.

3.6 What are the shipping costs?

Shipping fees are calculated automatically at checkout based on your delivery country or region, the selected shipping method and the total weight of your order. The exact amount will be shown before you confirm and pay.

3.7 What happens if my address is incorrect or the parcel is undeliverable?

Please double-check your address and contact information at checkout. If a parcel is returned to us due to an incorrect or incomplete address, failure to collect the parcel, or refusal to pay import duties/taxes, we can refund the product cost after deducting:

• The original shipping fee; and
• Any return shipping or customs charges billed to us by the carrier.

For full details, please refer to the “Wrong address & undeliverable parcels” section in our Shipping Policy.

4.1 What is your return policy?

We offer a 30-day return policy. You have 30 calendar days from the date you receive your item to request a return, unless a different period is required by local law.

All returns must be requested and approved in advance through our online return process. Returns sent back without prior approval may be refused.

For full conditions and exclusions, please see our Refund & Return Policy.

4.2 How do I request a return or exchange?

To start a return, please submit a Return Request Form via our Return & Exchange Center. Include:

• Your order number
• Your contact details
• The reason for return (and whether you prefer a refund or exchange)
• Photo links if there is any damage, defect or wrong item

Our team will review your request and send you instructions, including the correct return address if the return is approved.

4.3 What condition should items be in for a return?

To be eligible for a return, items generally must be:

• Unused and unopened
• In their original packaging
• With all safety seals, labels and protective shrink-wrap intact
• Returned together with any accessories, manuals and free gifts from the order

We may refuse a refund for products that show signs of use, damage, tampering or that are returned after the stated return period.

4.4 Which items are non-returnable?

For hygiene, safety and regulatory reasons, the following are generally non-returnable and non-refundable, unless they arrive damaged or defective:

• Opened or used cosmetics, skincare, haircare and body care products
• Products with broken safety seals, missing packaging or removed labels
• Items marked as “Final Sale” or “Non-returnable” on the product page
• Gift cards and digital or downloadable products

4.5 Do I have to pay for return shipping?

Unless the return is due to an error by Faborya (for example, a wrong or confirmed defective item), you are responsible for the cost of returning the item to us. Original shipping fees are generally non-refundable.

We strongly recommend using a trackable shipping service and keeping your receipt or tracking number. We cannot issue a refund for parcels that are lost in transit on their way back to us.

4.6 When will I receive my refund?

Once we receive your returned item, we usually inspect it within approximately 5–7 business days. If your return is approved, refunds are normally issued to your original payment method within 5–10 business days.

Processing times may vary depending on your bank or payment provider. If you have not received a refund after these timeframes, please first check with your bank or card issuer, then contact us if you still need assistance.

4.7 Do you accept change-of-mind returns?

If your order was shipped correctly and arrived in good condition, we generally do not accept change-of-mind returns for cosmetics and personal care items. However, customers in certain jurisdictions (for example, within the European Union) may have statutory cooling-off rights under local law.

Where applicable, these legal rights apply in addition to our policy, provided that items are returned unused and in their original packaging within the required timeframe.

4.8 What happens with undeliverable or refused parcels?

If a parcel is returned to us as undeliverable (for example, due to incorrect address, failure to collect, or refusal to pay customs duties/taxes), we can refund the product cost after the parcel is received back, minus:

• The original shipping fee; and
• Any return shipping or customs charges billed to us by the carrier.

No refund can be issued if the parcel is not returned to us by the carrier.

5.1 How do you protect my personal data?

We use SSL encryption and follow industry-standard security practices to help protect your personal data and payment information. For full details on how we collect, use and store your data, please see our Privacy Policy.

5.2 How can I update my account information?

You can update your contact information, shipping address and password by logging into your Faborya account and visiting your account settings or profile page.

5.3 What should I do if I suspect unauthorized access to my account?

If you suspect any unauthorized activity on your account, please:

• Change your password immediately.
• Enable any additional security options offered by your email provider or payment services.
• Contact our team at info@faborya.com with details.