FAQs
الأسئلة الشائعة
Answers to your most common questions
معلومات وإجابات على الأسئلة المتداولة
WHEN WILL MY ORDER SHIP?
Orders are shipped Monday to Friday between the hours of 9AM and 5PM GMT. This excludes weekend days. Our team will process your order within 48 hours, we then hand it over to our nominated carriers.
Any courier delays are fully beyond our control and may affect your orders arrival time over this busy period.
HOW CAN I CHECK THE STATUS OF MY ORDER?
Please kindly note it may take up to 3 working days for your order to process in the warehouse. You will receive an email with your tracking number, once the items are processed and getting ready to leave the warehouse. Tracking details could take up to 24 hours to update after you receive the tracking link from us.
DO YOU OFFER FREE SHIPPING?
Yes, we do offer free shipping to some countries. Please refer to our Shipping and Delivery page for more information.
CAN I MAKE CHANGES TO MY ORDER?
Unfortunately, we are unable to make any changes to your order once you have placed this however, if you email us HERE with your order number, one of our team members will be able to advise the best next steps to take.
CAN I CANCEL MY ORDER?
Unfortunately, we start processing your order as soon as it's placed. We are unable to change or cancel orders once they are made. If you no longer require your order, please submit a return request following our returns policy.
CAN I SHIP MY ORDER TO THE HOTEL/AIRBNB I'M STAYING IN?
Please be aware that if you purchase with us and choose to have your order shipped to a hotel or an Airbnb, WE are not responsible for any parcels that cannot be located once delivery has been confirmed on your tracking link. It is your responsibility to ensure that you check the tracking link and are available at the time of delivery to receive the package.
WHAT PAYMENT METHODS CAN I USE?
We accept the following payment methods:
Visa, Mastercard, Amex, PayPal, Apple Pay, Google Pay,
Once you place your order, we'll place an authorization hold for the order amount. This means its cost will be set aside on your card. However, your card will not actually be billed until your order ships.
HOW CAN I USE A PROMO CODE?
If you have a coupon or promo code you want to use, type or copy it into the Discount Code box in your shopping bag page, and click "Apply". Don't worry, codes are not case-sensitive. If your promo code doesn't work, it may be because:
1. Some of the promotion conditions are not met
2. The promo code doesn't apply to the items in your bag
3. The code expired
WHY IS THERE A PENDING CHARGE ON MY CARD?
When you place your order using a credit card, its cost is set aside on your card. However, your card will not actually be billed until your order ships.
When you place your order using a debit card, the cost will be deducted from your account. However, your bank will only transfer it to us when your order ships.
This can be done for a limited time only. So if your order is delayed for any reason, we may ask the bank to extend its hold until it's time to ship your items.
If your order is canceled for any reason, we'll ask your bank to remove the hold and release the money back to your account. This usually takes 7-21 days, but the time may vary based on your bank's policy. Reach out to your bank for more information.
WILL THERE BE ANY ADDITIONAL DUTIES AND TAXES?
The prices you see include all duties, taxes, and customs fees (if applicable). We won't charge you anything else.
WILL I BE CHARGED ADDITIONAL TAXES OR FEES WHEN I GET MY ORDER?
Good news: there's no need to worry about additional fees or taxes. We'll never charge you more than the cost you see at checkout. However, your credit card company may have a surcharge for international transactions. Such charges are out of our control, unfortunately. If you're not sure, get in touch with your bank or credit card company for more information regarding international transaction fees.
WHAT IS YOUR RETURN POLICY?
Your return request must be made within 14 days of receiving your order.
We can only accept returned makeup items if they are unopened and unused.
If you have purchased a Concealer from our website and are unhappy with your chosen shade, you are welcome to return this for another shade providing that the product has only been used a minimum of twice for shade testing purposes only.
The returned product will be subject to a product check ahead of the new shade being sent to you. Please note, that you can only exchange your shade once.
Any items returned to us that do not meet our returns criteria, will be sent back to you.
Please note, that any items purchased as part of a collection must be returned as a full collection. We don't accept individual items.
We can only accept returns on products purchased directly from our website. Any REFY products purchased from Selfridges or Sephora can only be returned to where the original purchase was made.
If you have received an item that appears faulty, we’re sorry about this. Please contact our support team here with your order details and a photo of the fault, one of our team will be happy to help.
If your order came with a free gift, this must be returned with the other items in your order.
Unfortunately, we are unable to accept returns on any gift cards.
HOW LONG DO I HAVE TO RETURN MY ITEM?
We have a 14-day refund policy; from the day the item is ordered, you will have 14 days to request a return.
HOW DO I RETURN MY ITEM?
To start a return request, please ensure you read through the following information and then contact us with your order details to request a return, or alternatively, visit your order section within your REFY account.
You’ll be notified via email once your return has been approved/rejected in line with our returns policy with next steps.
CAN I RETURN AN ITEM PURCHASED FROM SELFRIDGES / SEPHORA?
Unfortunately, we are unable to replace or refund any items that were not purchased directly from our website. We’d advise contacting Selfridges or Sephora directly if you require any assistance with your order and they will be able to help you!
WHEN WILL I RECEIVE MY REFUND?
Your refund will be processed once your return has been received and inspected.
Your return will be inspected within 14 days of receipt.
We aim to process your return as soon as possible however please allow up to 14 days for this to be processed over our busy Black Friday / Christmas period.
If approved, your refund will be issued back to the original payment method on your order.
All refunds can take up to 72 hours to appear back in your account from being issued.
MY ITEM ARRIVED DAMAGED, WHAT SHOULD I DO?
We’re so sorry to hear that your order has arrived damaged. Please email us on support@refybeauty.com with your order number and a photo of the damage. One of our team will be happy to help!
Please ensure that you contact us within 30 days of receiving your order if you have experienced any order issues. After this time, we may not be able to assist you further.
I HAVE RECEIVED THE INCORRECT ITEM, WHAT SHOULD I DO?
We’re so sorry to hear that you were sent the incorrect item. We’d love to sort this for you! Please email us on support@refybeauty.com with your order number and a photo of what you have received. One of our team will be happy to help!
Please ensure that you contact us within 30 days of receiving your order if you have experienced any order issues. After this time, we may not be able to assist you further.
I HAVE AN ISSUE WITH AN ITEM PURCHASED FROM SELFRIDGES / SEPHORA, WHAT DO I DO?
Please note, that we are unable to assist with queries relating to purchases made from Sephora or Selfridges. If you require assistance on a purchase made through these retailers, please contact them directly.
ARE THERE ANY CHARGES FOR RETURNS?
You are responsible for the charges of the return shipping including any applicable duties and taxes.
Your original shipping charges are non-refundable.
ARE YOUR PRODUCTS VEGAN & CRUELTY FREE?
All of our products are vegan, cruelty free, fragrance free and Leaping Bunny Approved!
WHAT SHOULD I DO IF I THINK I’VE HAD AN ALLERGIC REACTION TO ONE OF YOUR PRODUCTS?
If you believe you've experienced an allergic reaction to one of our products, we're really sorry to hear that and take this very seriously. To look into this properly, we’ll need a photo of the reaction along with a doctor’s note confirming our product as the cause. Please note, that without this we will not be able to treat this as an allergic reaction or assist further.
WHAT'S THE DIFFERENCE BETWEEN BROW TINT AND BROW SCULPT?
Brow Tint adds pigment to the brows to create a lightweight, textured brow.
Brow Sculpt is part of our three stage process and is designed to sculpt and set the brow.
Our Brow Tint gives a more textured brow than our Brow Sculpt but both have an amazing high performance hold.
CAN BROW TINT BE USED WITH BROW SCULPT?
Brow Tint and Brow Sculpt are both brow gels so we don't advise to use these products together.
CAN I USE THE SAME LOG IN ACROSS SITES?
HOW CAN I DELETE MY ACCOUNT?
To delete your REFY account, please send your request through our contact form. One of our customer service experts will reach out within 7 days to confirm your account has been deleted.