ABOUT FAULTLESS

What is FAULTLESS?

FAULTLESS is a curated online destination for premium skincare, makeup, fragrance and beauty essentials from internationally recognized beauty brands.

We bring together carefully selected products, iconic beauty favorites and limited-time offers to make premium beauty easier to discover and shop.

What does FAULTLESS mean?

The name FAULTLESS represents our approach to beauty: refined, confident and thoughtfully selected.

We believe shopping for premium beauty should feel simple, enjoyable and dependable.

FAULTLESS reflects our commitment to presenting carefully selected beauty products, clear product information and an easy shopping experience designed to help customers discover beauty with confidence.

What does FAULTLESS sell?

FAULTLESS offers a curated selection of:

Skincare
Makeup
Fragrance
Beauty essentials
Beauty gift sets
Limited-time beauty offers

Product and brand availability may change as new inventory becomes available.

PRODUCTS

Can product packaging differ from the website image?

Yes.

Beauty brands may periodically update:

Packaging
Labels
Boxes
Product presentation
Promotional packaging

The product you receive may therefore feature current retail packaging that differs slightly from the images displayed on our website.

These packaging changes do not necessarily indicate a difference in the product itself.

Are website colors completely accurate?

We aim to display product colors as accurately as reasonably possible.

However, colors may appear slightly different depending on:

Screen settings
Device type
Lighting conditions
Product photography
Manufacturer updates

For color cosmetics, actual appearance may also vary depending on skin tone, lighting and application.

Where can I find ingredient information?

Please review the ingredient information displayed on the relevant product page and on the product packaging you receive.

Manufacturers may update formulations from time to time.

Where there is any difference, the ingredient list printed on the received product should be treated as the most current version.

Does FAULTLESS provide medical advice?

No.

FAULTLESS does not provide medical diagnosis, treatment or professional healthcare advice.

If you have allergies, sensitive skin, medical conditions or persistent skin concerns, please consult a qualified healthcare professional or dermatologist before using a product.

ORDERS

How do I place an order?

To place an order:

Select the product you would like to purchase.
Choose any available size, shade or product option.
Add the product to your shopping cart.
Proceed to checkout.
Enter your shipping and payment information.
Review and submit your order.

Once your order has been successfully placed, you should receive an order confirmation email.

How long does order processing take?

Orders are normally processed within 3 business days.

Processing times may occasionally be longer during:

Major promotional events
Seasonal sales
Public holidays
Periods of unusually high order volume

Order processing time is separate from the estimated delivery time.

Can I change my order after placing it?

Please contact us as soon as possible:

Email: erzongz@gmail.com

We will try to assist where possible, but changes cannot be guaranteed once order processing or fulfilment has started.

Can I cancel my order?

Cancellation may be possible before your order enters fulfilment.

Once an order has already been processed, packed or shipped, it may no longer be possible to cancel it.

Please contact us as soon as possible if you wish to request a cancellation.

Why was my order cancelled?

An order may be cancelled for reasons including:

Payment failure
Product unavailability
Pricing or technical errors
Shipping restrictions
Incomplete customer information
Suspected unauthorized or fraudulent activity

If payment was successfully collected for an order that is subsequently cancelled, the applicable amount will be refunded.

PAYMENT

Which payment methods does FAULTLESS accept?

FAULTLESS supports a range of widely used secure payment methods.

Available payment options will be displayed during checkout and may vary depending on your country, device and payment provider.

Please refer to the checkout page for the payment methods currently available for your order.

Is checkout secure?

Payments are processed through third-party payment providers using their applicable security and payment-processing systems.

FAULTLESS does not normally receive or store complete payment-card details.

Why was my payment declined?

A payment may be declined for reasons including:

Incorrect billing information
Insufficient funds
Card restrictions
Bank security checks
Address mismatch
Payment-provider security screening

If your payment continues to be declined, please contact your bank or payment provider for further information.

SHIPPING

Where does FAULTLESS ship?

FAULTLESS offers international shipping to most destinations worldwide.

Available shipping destinations will be displayed during checkout.

Certain countries or regions may occasionally be unavailable due to carrier limitations, customs restrictions, local regulations or other shipping conditions.

How long does delivery take?

Estimated delivery is normally:

8–15 business days after dispatch.

This estimated delivery period does not include the order-processing period of up to 3 business days.

Actual delivery times may vary depending on:

Destination
Shipping method
Carrier delays
Customs processing
Public holidays
Local delivery conditions

How much does shipping cost?

Shipping charges are calculated during checkout and may depend on:

Destination
Shipping method
Order value
Current promotional offers

Any applicable shipping charges will be displayed before you complete your order.

How do I track my order?

Where tracking is available, FAULTLESS will send a shipping confirmation email containing tracking information after your order has been dispatched.

You can use the tracking number provided to follow the delivery status of your shipment.

Why is my tracking information not updating?

Tracking information may take up to 48 hours to update after your order has been shipped.

Temporary delays in carrier scanning or tracking-system updates may also occur.

If your tracking information has not updated for an extended period, please contact:

Email: erzongz@gmail.com

Please include your order number and tracking number.

Will I need to pay customs charges?

International orders may be subject to:

Customs duties
Import taxes
Local taxes
Customs clearance fees

Unless otherwise stated during checkout, these charges are generally the responsibility of the recipient.

Customs requirements vary by destination, so we recommend reviewing the applicable import rules in your country or region before ordering.

RETURNS & REFUNDS

Can I return a FAULTLESS order?

Eligible products may be returned within 14 days of confirmed delivery, subject to the conditions outlined in our Refund & Returns Policy.

Returned products must generally be:

Unused
Unopened
In their original condition
In their original packaging

Beauty and personal-care products may be subject to additional hygiene restrictions.

Nothing in our return policy is intended to limit any rights you may have under applicable consumer law.

Can opened cosmetics or skincare products be returned?

For health and hygiene reasons, opened, used or tested beauty products are generally not eligible for return.

This may include products where an original hygiene seal or protective seal has been removed.

Exceptions may apply where a product is:

Damaged
Defective
Incorrect
Incomplete

or where applicable consumer law provides additional rights.

What should I do if my product arrives damaged, defective or incorrect?

Please contact us within 3 days of delivery whenever possible.

Email: erzongz@gmail.com

Please include:

Your order number
Photograph of the product
Photograph of the outer shipping package
Photograph of the shipping label
Photograph of the relevant barcode, batch code or product label where applicable
A brief description of the issue

Please retain the product and all original packaging until your request has been reviewed.

Reporting an issue within 3 days helps us investigate the matter more efficiently. This reporting period does not affect any rights you may have under applicable consumer law.

Who pays for return shipping?

Customers generally pay return shipping costs for unwanted products.

Different arrangements may apply where the product received is damaged, defective, incorrect or otherwise eligible for a seller-funded return.

Please contact us before returning any product.

How long does a refund take?

Once a refund has been approved, FAULTLESS will normally process the refund within 3 business days.

After the refund has been issued, your bank, card issuer or payment provider may require additional time before the funds appear in your account.

The exact posting time depends on your payment provider.

Can I exchange a product?

If you would like a different product, shade, size or variation, please contact our customer-support team.

Depending on the circumstances and product eligibility, you may be asked to return the original product and place a new order.

Please do not return any product before receiving return instructions from FAULTLESS.

ACCOUNTS & EMAILS

Do I need an account to place an order?

Available checkout options will be displayed when you proceed to checkout.

Where guest checkout is available, you may complete your purchase without creating an account.

How do I reset my account password?

Select Forgot Password on the account login page and follow the instructions sent to your registered email address.

How do I unsubscribe from marketing emails?

Select the Unsubscribe link at the bottom of any FAULTLESS promotional email.

Please note that essential transactional communications, including order confirmations, shipping notifications and service-related messages, may still be sent where necessary.

CUSTOMER SUPPORT

How do I contact FAULTLESS?

For customer-support enquiries, please contact:

Email: erzongz@gmail.com

For questions about an existing order, please include:

Your order number
Full name
Email address used at checkout
A brief description of your enquiry

This will help our support team locate your order and assist you more efficiently.

When will FAULTLESS reply?

We aim to respond to customer enquiries within 48 hours.

Response times may occasionally be longer during:

Weekends
Public holidays
Major promotional periods
Seasonal sales
Periods of unusually high enquiry volume

To help us respond efficiently, please avoid sending multiple emails regarding the same enquiry unless you need to provide additional information.