Shipping and Return Policy - FAQ

Order Issues

A. Placing an Order

Firstly, please check the email address that you entered at checkout is correct. If so, please check your junk mail too, if it’s still not received after 4 hours of placing your order then you can use the CONTACT US section and we’ll look into this for you. Please send us the full name used on your order to help us locate it.

We’re sorry that your order was unsuccessful, there are various reasons that this can happen but it is related to the billing information provided. If you wish to reorder we would recommend to verify all billing information including name and address before placing your order again, and/or use an alternative payment method.

Your card has not been charged for this order, however it may have been authorized* – this will automatically be reversed within 48 hours as your order has now been cancelled.

*An authorization is a temporary hold of funds on your credit/ debit card. For instance when you purchase a product using card payment the bank will ‘hold’ the money on behalf of Afrina Beauty to ensure there are enough funds to be charged when the order is confirmed.  This may reflect as a transaction on your account but no funds have been taken from your account.

This may mean that the product is now out of stock. The product may have been available when you added it to your basket but by the time you have completed the checkout process the product is now no longer available. The site will ‘save’ this item in your basket, but will not reserve the stock. Unfortunately, this is more common during sale periods and product launches when products are in high demand.

B. Order amends & Cancellations

Unfortunately cancellation requests cannot be considered. We aim to ship your order as soon as possible so please take extra care when selecting your items.
If you have made an error in your shipping address please let us know as soon as possible via the CONTACT US section using the email address associated with your order. Please also include your order number AND the correct address. If your order has already shipped, and you have your tracking details we would also recommend you to contact your courier to advise them of the address update. We will try our best to make any updates to your address, however depending on the status of your shipment it may not be possible.
Unfortunately, we cannot amend orders, we would love to be able to change this for you, however, this is not possible after the order has been submitted to our warehouse to be processed. We do however have a returns policy in place, if you are not satisfied with your items you can return this within 30 days of receipt, please note the standard return policy may vary for different products, or items purchased during any sales or promotions. Please check the returns policy to confirm if your items are eligible for return.

C. Issues with items received

If any items in your order have been received in an unsatisfactory condition, please let us know within 7 days of your order being received. Please send your order number, and clear photos of the damaged item alongside your pack slip using the CONTACT US section. Please contact us using the email address associated with your order. Please note we cannot consider cases reported after 7 days of the receipt of your items. Please do not dispose of the items as you may need to return them to be eligible for a refund. We monitor return activity for abuse and reserve the right to limit returns or exchanges.
We’re sorry to hear you have not received your complete order. Please use the CONTACT US section to send us your order details and details of the item/s missing, along with a picture of your packing slip so we can resolve this for you. Please contact us using the same email address associated with your order. Please contact us within 7 days of receiving your order, cases reported after this timeframe may not be eligible for review. We monitor return activity for abuse and reserve the right to limit returns or exchanges.
We’re sorry you have received incorrect items! Please use the CONTACT US section to send us your order number, and a clear photo of the items received along with your packing slip. Please use the email address associated with your order. Please contact us within 7 days of receiving your order. Cases reported after this timeframe may not be eligible for review. We monitor return activity for abuse and reserve the right to limit returns or exchanges.
If you are not fully satisfied with the items you have received just let us know the issue you are facing using the CONTACT US section. Your items may also be eligible for return. You can check out the returns policy.

Delivery Info

A. Covid-19 Updated

As a company we are treating the current COVID- 19 situation with the utmost importance with our priority being to protect the well-being and safety of our customers and employees. Therefore, our warehouse team and delivery partners are taking all necessary precautions and ensuring the highest standards are maintained throughout our supply chain. We are doing our best to get your orders to you as soon as possible however your order may face subsequent delays. Processing time in our warehouse is currently around 6-9 business days, and delivery time will vary based on your location. Once your order has been processed and ready for pick up by our courier your tracking details will be sent to you so you can track your orders progress from there. We appreciate your understanding at this time and will update you if there any further changes.
If your products are eligible for return then yes, you may still return your items if you are not fully satisfied. We understand you may be facing difficulty in returning your items given current restrictions and have extended the returns policy to 60 days.
No, we have resumed shipping to all our usual shipping destinations however some orders may be subject to longer transit times.

B. Delivery cost & Timings

Current order processing time is 6-9 business days in our warehouse.  You will receive your tracking details when your order has been processed and your order will then be collected for delivery.

The cost of shipping will depend on your delivery address. After entering your delivery address at checkout you will be able to view the delivery options available to you and their cost.

Free shipping will be applied on orders over-amount advertise on the website. Please note, the free shipping threshold is calculated after any discounts have been applied, and before any taxes, duties or fees are added at checkout.

C. Delivery Information

You will receive an email when your order has been processed, this will include the tracking number for your order, your courier and a trackable link.
Shipping nationwide from Al Barsha Dubai, UAE.
If you try to track your order immediately after receiving your tracking detail email you may see an error on the courier tracking page. Please wait 12 hours and re-try, this will allow time for your tracking details to generate online. If your tracking details do not update or stay in the same status for more than 48 hours please let us know via the CONTACT US section so we can review this for you.
We are sorry that you haven’t received your order! We would recommend checking your ‘Electronic Proof Of Delivery’ you can access this via courier link used to track your order. You can use this information to confirm where your package was delivered and who has signed for it, in the case that a friend / colleague has received the order for you. If you are still unable to locate your order please let us know via the CONTACT US section below, please include your Order Number & Tracking ID.

Returns

A. return Policy

If you are not satisfied with your purchase you may return your item for free within 30 days. You will be refunded for the amount paid for the product, excluding any shipping costs.

The returns policy may vary depending on the promotion.

Name of promotion – Refundable or Non-Refundable.

If you have returned your item using the pre-paid label provided by Afrina Beauty it will be checked and verified at our warehouse. If all of the return requirements have been met your refund should be processed within 14 days of the items being received. Once your refund has been processed it can take up to 14 days to reflect with your issuing bank. If you can see that your return items have been received and this date has now passed just let us know so we can look into this for you. We always recommend that you use the return label provided by Huda Beauty as we cannot reimburse you for the return shipping cost if the pre-paid label was not used. If, however, you have returned your items using an alternative return label please also provide tracking details when you get in touch.
If any items in your order have been received in an unsatisfactory condition, please let us know within 7 days of your order being received. Please send your order number, and clear photos of the damaged item alongside your pack slip using the CONTACT US section. Please note we cannot consider cases reported after 7 days of the receipt of your items. Please do not dispose of the items as you may need to return them to be eligible for a refund.
Unfortunately we don’t have an exchange policy, any items that are eligible to be returned can be returned for a refund only. If you need an alternative product you would be required to return the items and place a new order.

B. return Process

  1. Check your items are eligible for return
  2. Use the CONTACT US form so we can send you your return label, we need to know your order number, the items you want to return, and address for collection
  3. We will send you your return label, which you will be required to print
  4. We will inform you of the next steps for drop off or collection.

Payments and Refunds

A. Payments

You can pay on the site using credit or debit card or via PayPal if it is available in your region. If you select to pay with card, you can pay with Visa or Mastercard.

B. Refunds

If you are waiting for a refund for items that you have returned, your refund will be processed within 14 days of the items being received at our warehouse. You can use your return tracking number to confirm if they have been received successfully. The items will be checked and verified and then the refund will be initiated. After a refund has been processed from our end, it can take up to 14 days to reflect with your issuing bank. After this period if you have still not received your refund please let us know.
If we’ve informed you that a refund has been processed, it may still take up to 14 days to reflect with your issuing bank. After this time, If the amount has still not been received please let us know via the CONTACT US section so we can resolve this for you.
If you receive an email to inform you that your order was unsuccessful and has been cancelled, it is unlikely that any money was transferred from your account. An authorization may have occurred, which is just a temporary hold on the funds, and no money has been transferred. In this scenario the hold will be lifted automatically within 48 hours, however this may take longer to reflect with your issuing bank. If you have any concerns or questions to whether your card was charged or ‘authorized’ just let us know.
As long as the card account is still open your refund will still go back on that card. We can still process a refund to the same card even if it has been lost, stolen or cancelled. We cannot refund your order to another card or payment method.
We are so sorry if there has been an error with your refund. Just let us know and we will resolve this for you, first we would recommend to check that there were no discounts applied at the time of sale, and that your delivery charge should have been eligible for refund if it is relating to returned items.

For more information Contact Us @ 800 AFRINA (800237462) or info@afrina.com.

Start typing and press Enter to search

Shopping Cart

No products in the cart.