Will my order be delayed due to COVID -19?
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.
Current processing times for US orders remain around 1-2 business days, however all international orders may face processing delays of an additional 4-6 business days. These dates should provide a guideline but may also vary as the situation and requirements change.
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.
Can I still return my product during COVID-19?
If you products are eligible for return (please see the returns section below) 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 at this time.
PLACING AN ORDER
I have not received a confirmation email, what should I do?
Firstly, please check your junk mail. If still not received please check the email address that you entered at checkout is correct and send us an email at email@example.com with your full name.
How can I track my order?
You will receive an email when your order has been processed, this will include the tracking details of your order. All orders (excluding US) are shipped with DHL Express. US orders are shipped with UPS.
Can I cancel my order?
We aim to ship your order as quickly as possible so unfortunately cancellation requests cannot be considered. Please take extra care when selecting your items.
How long will my order take to arrive?
As standard, your order should be received within 4 - 8 days of placing your order, however standard shipping may face delays due to the current COVID-19 situation.
When your order is processed you will receive your tracking details which will allow you to follow your order’s delivery status. If you are ordering for delivery within the US, please select your preferred delivery method at checkout. Please note orders including fragrance or other HAZMAT products will take an additional 2-3 days shipping. You may experience a delay in shipping during peak periods including launches and promotions.
Where is my order shipped from?
All orders are shipped from the UAE with the exception of US orders which are shipped from our US warehouse.
Can I return my item?
If you are not satisfied with your purchase you may return your item within 30 days, with the exception of Full Collections, Vaults (including the Kayali Miniature Set) and Single Use Masks (Thirst Trap & Chin Lift). You will be refunded for the amount paid for the product, excluding any shipping costs. Please check the promotion section to confirm if items purchased during a promotion can be returned.
Fragrance can only be returned for orders placed in the US, however, return shipping will be chargeable. Fragrance cannot be returned for international orders due to HAZMAT shipping restrictions.
Returns policy may vary during promotional periods, please check the terms and conditions of the promotion. If your order is placed within mainland US, and does not include any fragrance please use the pre-paid return shipping label received inside your order to return your item(s). The return pack slip MUST be completed and included in your return package, otherwise a refund will not be processed. For all other returns please contact firstname.lastname@example.org quoting your order number and the item(s) you would like to return to receive your return label.
Can I return an item purchased during a promotion?
The returns policy may vary during promotional periods, please check the terms & conditions of the promotion before placing your order. Items purchased as part of the Mystery Bundle Sale cannot be returned.
I am not satisfied with an item that I have received, what should I do?
If your order has been received in an unsatisfactory condition, please let us know within 7 days of your order being received. Please email photos and your order number to email@example.com with the subject heading DAMAGED ITEM. 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.
I have not received all of the items I ordered, what should I do?
Please contact us at firstname.lastname@example.org with the subject heading MISSING ITEM along with your order number and a picture of your packing slip so we can review this, please contact us within 7 days of receiving your order. Cases reported after this timeframe may not be eligible for review.
If I purchase a product set can I return my items?
Build Your Own Set
If you choose one of our customisable sets you can return the items, however all the items must be returned to be entitled to a full refund. If you wish to return one of the items, the full discount gained by purchasing the set will be deducted from your refund of this item.
Gift Sets/ Pouches
If you purchase a pre packaged gift set all items including any pouch or accessories would also have to be returned to be entitled to a full refund. Partial refunds/ returns are not offered.
Full Collections/ Vaults/ Single Use Masks (Thirst Trap & Chin Lift)
These items cannot be returned, no refund will be issued if a full collection, vault or single use mask is returned. This includes the Kayali Miniature Set.
What currency will I pay in?
The site currently hosts USD, GBP, AUD, CAD & EUR. If your local currency is not applied on your order you will be charged in the default currency which is USD.
DHL have contacted me regarding an additional payment due on my order, I thought I had free shipping?
If your order was over the free shipping threshold, the free shipping discount should have been applied at checkout, this would cover the cost of shipping your order to you. However, your order may have been subject to duties & taxes applied by your local customs office. Upon ordering you are unable to proceed to checkout without acknowledging the potential duties and taxes you may be faced with. Please note tax & duties may be calculated against the order value prior to any discount or sale prices being applied.
From April 29th 2020, if your order is for delivery within the US, UK, Germany, France, Poland, Ireland, Lebanon or Holland any applicable tax & duty charges will have been applied at checkout and you should not be subject to any additional charges.
When will I be entitled to Free Shipping?
Free shipping will be applied depending on your delivery country, currency and order value. Free shipping will be applied on orders over 25USD or 30USD* / 25GBP / 40AUD / 30CAD / 25EUR. This will be applied on the currency displayed on your order, not based on conversion. Please note this does not include any taxes, duties or fees applied to your shipment. *USD threshold may vary based on shipping address
How do I pay for any additional tax & duty charges?
DHL will contact you if there are any additional tax & duty charges applied to your order. These will be collected by DHL on behalf of your local customs office before or upon delivery. From April 29th 2020, if your order is for delivery within the US, UK, Germany, France, Poland, Ireland, Lebanon or Holland any applicable tax & duty charges will have been applied at checkout and you should not be subject to any additional charges.
What happens if I refuse to pay for additional tax & duties on my order?
If you refuse to pay tax & duties applied to your order, DHL will attempt to return your order to Huda Beauty. If successful, a refund will be processed within 14 days of receipt however the cost of return shipping will be deducted from your refund amount. Please note some countries may not allow your order to be returned for failure to pay tax & duty, in which case a refund is not guaranteed (see Indian exclusions below).
If your delivery address is in India and you refuse to pay the tax & duties applied to your order you will be required to submit documentation to customs to release this shipment for return. Since the goods cannot be returned to us without prior payment of duties, the tax & duty along with return shipping costs will be deducted from your refund. If you do not submit the required documentation to release the items Indian customs will dispose of the items and no refund will be issued.
PROMOTIONS AND DISCOUNTS
What is included in Mystery Bundle promotion?
We can't tell you what's inside but we can tell you that there are two exclusive bundles available offering savings of over 50%! Details below:
5 piece bundle: including 1 exclusive tote bag + 4 full size items
7 piece bundle: including 1 exclusive tote bag + 6 full size items.
What will the Mystery Bundle promotion end?
The sale is on for 48 hours or until stock lasts. There are limited number of each bundle available so it's better to be quick so you don't miss out. Orders are limited to x1 of each size bundle.
Can I return or exchange items from the Mystery Bundle?
No, all Mystery Bundle sales are final. Mystery Bundles cannot be returned for a refund or an exchange of items. If items from the Mystery Bundle are returned, no refund or exchange will be issued.
How do I know what items are included in the Mystery Bundle?
You won't know what items have been included until you receive your order. It's all part of the surprise!
When you receive your order, the items from your Mystery Bundle will also be listed on your packing slip along with any other items you have ordered.
What is the returns policy for items purchased as part of the Self Love Sale?
The standard returns policy applies with the exception of items purchased from the 'Goodbye, Good Buy' section of the site, these items cannot be returned. No refund will be processed if 'Goodbye Good Buy' items are returned.
What are the Free Shipping Thresholds during the Self Love Sale?
During the duration of the Self Love Sale free shipping will be applied on orders over 50USD or 60USD* / 40GBP / 70AUD / 70CAD / 40EUR. This will be applied on the currency displayed on your order, not based on conversion. Please note this does not include any taxes, duties or fees applied to your shipment. *USD threshold may vary based on shipping address
What is included in the National Fragrance Day Promotion?
This exclusive sale offers buy one get one free on KAYALI 100ml & 50ml. The cheapest item will be free of charge. If you are eligible for this sale the discount will be clearly applied at checkout. The promotion excludes KAYALI Deja Vu White Flower & any gift sets. This offer can be redeemed 2 times per order.
Can i return the fragrance I purchased during the National Fragrance Day Promotion?
No, there are no returns for items purchased as part of this promotion, all sales are final.
Will I be charged tax and duty on a 'free' or disocunted item?
As of April 29th 2020 orders delivered to the UK, US, Germany, France, Poland, Ireland, Lebanon or Holland will have any additional sales tax or duties will be applied at checkout, for all other countries sales tax or duties may be collected by DHL on arrival as per the terms and conditions when placing your order. Your local customs office may also apply sales tax & duties against the full retail value of the complementary or discounted item. They will review the value of the product at retail price and not view this as a 'free' or discounted item.
Can I return my items purchased during the Black Friday promotion?
There are no returns for items purchased during the Black Friday promotion, all sales are final.
My coupon code is not working at checkout?
Coupon codes cannot be redeemed with any items purchased as part of a promotion.
How do I know what shade of #FAUXFILTER to order?
You can check out our shade comparison guide HERE. If you are unable to find your shade reference email us at email@example.com and we will do our best to assist you.
Are your products cruelty free?
Whilst our products are not officially certified as ‘cruelty free’ yet (we are working on this!), we can confirm that we do not conduct or commission animal testing on ingredients, formulations or finished products.
Who are your authorized retailers?
Our authorized retailers are: Sephora (also inside JC Penney), Cult Beauty, Harrods, Selfridges, The Beauty Editor, Brown Thomas, Nykaa, Feel Unique, Net-a-Porter, Boots, Naimies, Debenhams (Kuwait), Boutiqaat,Yan & One & Harvey Nichols.
Are WISHFUL products clean?
Where possible, we use responsibly and ethically sourced ingredients, and all our products comply with the US Clean at Sephora program. The Clean at Sephora certification is actually really hard to achieve!
Are WISHFUL products vegan?
Our Yo Glow Scrub, Chin Lift Sculpting Mask and Thirst Trap Cocoon Mask are considered Vegan friendly, these products do not contain any animal derived ingredients.
Does WISHFUL test on animals?
We are CRUELTY-FREE, ALWAYS.
*Although we are not officially certified, we will never test ingredients or formulas on animals.
Can I use WISHFUL while pregnant?
Most of our products are designed to be suitable to use during pregnancy, however, as your skin can change so much during pregnancy, we always recommend checking any of your beauty products, including ours, with your doctor before using as this can be a really sensitive time for your skin.