Customer Service Policy – Femiva.shop

At Femiva.shop, we’re dedicated to making your clean beauty journey—from gentle cleansers and nourishing serums to pigment-safe makeup and sulfate-free haircare—as smooth and satisfying as finding a product that fits your skin perfectly. Whether you need help understanding an ingredient list, choosing a serum for acne-prone skin, tracking an order, or arranging a return, our team is here to provide knowledgeable, friendly support. This policy outlines our commitments to you, so you know exactly what to expect when you reach out.

1. Service Scope & Support Channels

We’re here to assist with every step of your Femiva.shop experience, including:

Product inquiries (ingredient details, skin type compatibility, usage tips—e.g., “Is this moisturizer suitable for sensitive skin?” or “How often should I use this vitamin C serum?”).
Order support (tracking updates, payment issues, delivery status, modifications to orders for cleansers, serums, or makeup).
Returns, exchanges, and refunds (for products that don’t meet your expectations, cause irritation, or arrive damaged).
Post-purchase concerns (allergic reactions, product performance issues, missing items in your order).
Feedback or suggestions (requests for new clean beauty products, improvements to our “Routine Builder” tool, or input on ingredient transparency).

How to connect with us:

Email: Our primary support channel is [email protected]—we respond to all emails within 24-48 business hours (excluding weekends and U.S. public holidays). For faster assistance, include your order number (if applicable) and specific details (e.g., “Question about the Fragrance-Free Cleanser – Order #45678” or “Allergic reaction to the Hydrating Serum”).
Live Chat: For immediate questions (e.g., “Is this foundation cruelty-free?” or “How do I use the Routine Builder?”), our live chat is available Monday to Friday, 9 AM–5 PM ET. You’ll find the chat icon in the bottom right corner of our website—no account login required.
Follow-Up: For ongoing issues (e.g., resolving a return, addressing a skin reaction), we’ll assign a dedicated support representative to update you at each stage—so you never have to repeat your concern or wonder about progress.

2. Product & Order Support

Product Guidance

We know clean beauty ingredients can be confusing—and choosing the right product for your skin type matters. Our team is trained to help you:

Decode Ingredients: We’ll explain what key ingredients do (e.g., “Niacinamide helps regulate oil production for oily skin”) and why we avoid certain additives (e.g., “This serum has no synthetic fragrances to reduce irritation for sensitive skin”).
Match to Your Skin: Whether you have dry, oily, combination, sensitive, mature, or acne-prone skin, we’ll recommend products tailored to your needs (e.g., “For dry skin, try our Hyaluronic Acid Moisturizer—its shea butter base locks in hydration without greasiness”).
Usage Tips: We’ll share best practices for getting the most out of your clean beauty products (e.g., “Apply vitamin C serum in the morning before sunscreen” or “Shake the toner well before use to mix the plant extracts”).

If you’re unsure about a product, reach out before purchasing—we’d rather help you choose right the first time than see you return something later.

Order Confirmation & Tracking

Order Confirmation: As soon as you place an order, you’ll receive a confirmation email with your order number, product details (e.g., “Fragrance-Free Cleanser – 200ml,” “Vegan Lipstick – Shade ‘Blush’”), shipping address, and total amount paid. If you don’t receive this email within 1 hour, check your spam folder—then contact us to resend it.
Shipping Updates: Once your order ships (typically within 1-3 business days), we’ll send a second email with a tracking link and carrier information (e.g., USPS, UPS). You can use this link to monitor your package’s progress in real time—from our warehouse to your door. We also offer order tracking directly on our website: just go to “Track Order” in the header, enter your order number and email, and see the latest status.
Delay Notifications: If your order is delayed (e.g., due to high demand for a popular serum, carrier disruptions, or inventory shortages), we’ll notify you via email within 2 business days. We’ll include a new estimated delivery date and, if applicable, a discount code for your next purchase as a thank-you for your patience.

3. Returns & Exchanges

We want you to love your clean beauty products—and if they don’t work for you, we make returns and exchanges easy. Our policy applies to all unopened, unused products, as well as products that cause unexpected skin reactions (see Section 4 for details on sensitive skin concerns).

Eligibility & Timelines

You may request a return or exchange within 30 days of delivery (as confirmed by the shipping carrier).
Products must be in their original condition: unopened, unused, with all original packaging (e.g., pump tops sealed, lipstick tubes unswiveled, serum boxes intact) and tags. This helps us ensure the product is safe for other customers (especially for hygiene-focused items like cleansers, moisturizers, or makeup).
Final sale items (marked “Final Sale” on the product page, often including limited-edition makeup sets or discounted haircare bundles) are non-returnable and non-exchangeable—please check the product details before purchasing.

How to Start a Return/Exchange

Initiate Your Request: Use our online “Return Portal” (found under “My Account” > “Orders”) or email [email protected] with:

Your order number.
The product(s) you want to return/exchange (e.g., “Sensitive Skin Toner – 150ml,” “Cruelty-Free Mascara”).
Reason for return/exchange (e.g., “Not suitable for my skin,” “Ordered the wrong shade,” “Prefer a different formula”).
For exchanges: Specify your desired product or shade (if in stock).

Receive Instructions: We’ll review your request within 24 hours. If approved, we’ll send you a prepaid return shipping label (for U.S. orders) and a return address. For international orders, we’ll provide a return address—return shipping costs may be your responsibility, but we’ll cover the cost of shipping your exchange item to you.
Ship the Product: Pack the item securely in its original packaging (add extra padding if needed for glass bottles, like serums or toners) and attach the prepaid label. Drop the package off at the designated carrier. Keep the tracking number for your records—this helps us confirm when we receive the product.
Process Your Request: Once we receive and inspect the item (usually 3-5 business days after delivery to our warehouse), we’ll:

Refunds: Issue a full refund to your original payment method within 5-7 business days (processing times may vary by bank or PayPal).
Exchanges: Ship your new product for free (U.S. orders) as soon as we confirm the returned item is eligible. If your desired product is out of stock, we’ll offer a full refund or suggest a similar alternative (e.g., “The Blush Lipstick is out—would you like the ‘Rosé’ shade instead? It’s a similar warm tone”).

4. Post-Purchase Concerns & Skin Reactions

We take your skin’s health seriously—and while we carefully vet all products for safety, everyone’s skin is unique. If you experience an issue after using a Femiva.shop product, here’s how we can help:

Allergic Reactions or Irritation

If a product causes redness, itching, burning, or other irritation:

Stop Using the Product: Discontinue use immediately and rinse the area with cool water if needed. If symptoms are severe (e.g., swelling, difficulty breathing), contact a dermatologist right away.
Notify Us: Email us at [email protected] with:

Your order number and the product name.
A description of the reaction (e.g., “Red, itchy rash on cheeks 2 days after using the toner”).
Photos of the affected area (optional but helpful for understanding the issue).

Our Response: We’ll work with you to resolve the issue—this may include a full refund, a replacement with a gentler product (e.g., switching to a fragrance-free version), or guidance on soothing your skin (e.g., “Try applying a cool, damp cloth to reduce redness”). We also log these feedbacks to review our product selection and ensure we’re offering the safest options.

Product Performance Issues

If a product doesn’t work as expected (e.g., “This moisturizer isn’t hydrating enough for my dry skin,” “The serum didn’t reduce my dark spots”), let us know. We’ll:

Troubleshoot usage (e.g., “Are you applying the moisturizer right after toner? That helps lock in hydration”).
Recommend adjustments (e.g., “For dark spots, try using the serum twice a day instead of once—consistency helps”).
Offer a refund or exchange if the product still doesn’t meet your needs.

5. Warranty & Defective Products

All Femiva.shop products are backed by a 30-day quality warranty from the date of delivery. This covers:

Defective Packaging: Products that arrive with broken seals, leaking bottles (e.g., a serum pump that doesn’t work), or damaged boxes.
Product Issues: Items that are expired, have a strange texture/smell (e.g., a lotion that’s separated), or don’t match the product description (e.g., receiving the wrong shade of lipstick).

To file a warranty claim:

Email us at [email protected] with your order number, photos of the defect, and a brief description of the issue.
We’ll review your claim within 24 hours. If approved, we’ll send a replacement product for free (no need to return the defective item—we’ll cover shipping) or issue a full refund, whichever you prefer.

6. Feedback & Continuous Improvement

Your opinion helps us make Femiva.shop better—for you and for our entire clean beauty community. Whether you loved a product, had a great experience with our support team, or think we could do better, we want to hear it:

Product Feedback: Tell us what worked (e.g., “This cleanser cleared my breakouts!”) or what didn’t (e.g., “The lipstick dried out my lips”). We share this with our product team to guide future selections.
Service Input: Let us know if our support team helped you well—or if there’s something we could improve (e.g., “The live chat rep explained niacinamide clearly!” or “I waited too long for a return update”).
Product Requests: If you’re looking for a specific clean beauty product (e.g., “Do you plan to carry a clean sunscreen?” or “Can you find a vegan concealer?”), we’ll add it to our wishlist and notify you if we stock it.

You can share feedback via email, live chat, or our “Contact Us” form—we read every message and use it to grow.

Final Note

At Femiva.shop, customer service isn’t just about fixing problems—it’s about building trust. We’re here because we care about clean beauty and about you—your skin, your questions, and your journey. Whether you’re a first-time clean beauty shopper or a long-time enthusiast, we’re committed to making your experience with us as positive as the products we sell.

If you have questions about this policy, need help with a product or order, or just want to chat about clean beauty, reach out anytime via email ([email protected]) or live chat. We’re here for you.

Thank you for choosing Femiva.shop—here’s to happy, healthy skin (and great customer service)!