We Have You Covered

• GENERAL QUESTIONS.

  -Are Your Products Cruelty-Free?

  Absolutely! All of our products are cruelty-free. We do not test our products on animals and we do not retail to any country that requires animal testing. 

  -Are You PETA Certified?

  You betcha! Take a look at our PETA certification HERE.

  -Do Your Products Really Make Me Think Positive, Speak Positive, Be Positive?

  Of course darling! You have to change your mindset to Think Positive! Our products are a daily affirmation reminder of who you are! While applying the color, Think you are, Speak that you are, and once you believe that you are, you no choice but to Be who you are! This can come with time, but you are a Queen and its time to change consume positivity. 

  -The Color Isn’t The Same On Me As Shown Online.

   We try our best to display accuracy of each color. Actual colors may appear different on everyone based off undertone, lip shape, hair color, skin color etc. Colors are varies depending on monitor screen, resolution and much more!

  -I See Spacing Of Product In My Tube, What Does That Mean?

  All products are new and have Never been opened! Don’t fret! Some formulas are thicker in consistency causing the streaking in the tube. All products weight the same amount of 3ml regardless of formula thickness. 

   

• SHIPPING

  -What Is Your Shipping Process

  COVID Update: While we are not experiencing delays fulfilling your orders, USPS, UPS & FedEx are experiencing delays and longer delivery times.

  United States Postal Service “USPS” is our preferred shipping carrier within the United States. Our products processing time is 1-3 business days, regardless of the shipping method selected at checkout. 

  Standard Shipping is FREE on all U.S. purchases of $50 and over (excluding taxes). For orders under $50, Standard Shipping is $5.95. The total delivery time (excluding processing time) for Standard Shipping is typically 3-7 business days.

  All orders placed after 2pm CST will be processed the next business day. No packages are processed or shipped on weekends or holidays. 

   Any and all delays should be followed up with the USPS carrier. Once the package has left our fulfillment center, has been received by the post office and a tracking number has been assigned, we are not liable for mishandled, improper delivery location, weather delays, or lost packages. If your shipments shows “confirmed” delivery” from USPS, we are not responsible/liable for replacing packages. 

  Checking your email for the USPS Tracking link is the quickest and easiest way to find out where your package is located. If you need any additional information on your package, contact USPS customer services at 1 (800) 275-8777, and provide them with your tracking number for them to assist you. We are not responsible for lost, stolen, damaged, or delayed shipments and will not replacing any products. 

   When adding Route to your order, your package was insured from loss, damage, and theft. You can report an issue with Route through the email you received from Route after placing your order, or by going to claims.route.com. You can view Route’s Package Protection policies here.

  -My Order Was Failed Or Undeliverable?

  We apologize for the inconvenience but we are not responsible for re-shipping shipping costs if the a package returned to our Order Fulfillment Center due refusal of package or multiple failed delivery attempts  by customer or household members. A store credit for the refused items will be issued and we will reserve the right to deduct any related return charge imposed by the shipping carrier.

  -Why Is My Package Taking Too Long To Arrive?

  We know how super exciting it is to be receiving a package! Our processing time is 1-3 business days then shipped to you! (business days do not include weekend or holidays) If we had a promotion or new launch, orders processing time may increase! We are working hard to get them to you as soon as possible so don’t worry, you will receive it soon:)

   

• UH OH! I NEED TO MAKE CHANGES!

  -I Put The Wrong Shipping Address On My Order

  We would be happy to change the address on your order. If you noticed you input the wrong address on your order, please contact our customer care HERE immediately!! We are only able to make changes if your order has not entered our packing process. We are not responsible for incorrect or mislabeling information of address. If you have incorrect information on your package, Please contact USPS at 1 (800) 275-8777, and provide them with your tracking number and they may be able to correct your information.

  -I Put The Wrong Email Address On My Order.

  No problem! Please contact our customer care HERE please be sure to add the original email address and the updated email address so we can make those changes. Once we have received the updated email, we can resend your order confirmation and shipping information to the updated email address. 

  -Can I Modify My Order?

  Unfortunately once your order have been received we are unable to make changes. All Sales are Final.

  -Can I Cancel My Order After I’ve Placed It?

  No. Unfortunately once your order have been received cancel or make changes. All Sales are Final.

  -I Wanted Additional Products, How Do I Do So?

  Unfortunately we are unable to modify orders,. Simply placing another is recommended! Orders are placed on the same day or to the same shipping address are automatically combined. Shipping fees will not be refunded due to new weight of package. 

   

• WHAT IS YOUR RETURN & REFUND POLICY?

  We want you to enjoy our products as much as we do, but All sales are final. We do not accept any returns of any cosmetics for hygienic reasons. Please note, Fontella Cosmetics reserves the right to refuse all returns. In the unlikely event that a product arrives damaged/missing we will only send replacements of product reports within 48 hours of package delivery. Customer must include photos of the issue including the packing slip.

   

• MY ORDER WAS INCORRECT!

  -I Am Missing Item(S) In My Order?

  Whoops! We are sorry about the mishap! Contact our Customer care team by clicking HERE  within 48 hours of delivery with the list of the missing items. Photos of products and shipping label is required. We reserve the right to prove accuracy of order. *Discontinued or Sold out items are not eligible for replacements but will be issued a store credit for the amount paid. *

  -I Have Extra Items In My Order.

  Well Hallelujah!! The blessings are in your favor! Keep them! You deserve it!

  -I Received A Package That Wasn’t Mine. 

  Oh No!! We are sorry about the mishap! Contact our Customer care team by clicking HERE within 48 hours of delivery with your order details and we will send you the proper order ASAP! *Discontinued or Sold out items are not eligible for replacements but will be issued a store credit for the amount paid. 

  -I Received The Wrong Item(s).

  Oh no! We are sorry about the mishap! Contact our Customer care team by clicking HERE within 48 hours of delivery with the list of the missing items. We reserve the right to prove accuracy of order. *Discontinued or Sold out items are not eligible for replacements but will be issued a store credit for the amount paid. *

  -My item(s) were broken when I received them. 

  Oh no! We are sorry about the mishap! Contact our Customer care team with any discrepancies within 48 hours after package has been received.we Will only send replacements of product reports within 48 hours of package delivery. Customers must include photos of the issue including the packing slip. 

   

• WHERE CAN I CONTACT CUSTOMER CARE?

  If you have any questions, comments, and concerns please contact customer care HERE and someone will contact you within 24-48 hours regarding your issue. 

  Please note, THIS is the means of reaching Fontella Cosmetics. Any other emails, social media sites, or websites that are not Fontella Cosmetics are not proper outlets of reaching Fontella Cosmetics.

   

• I AM A BLOGGER/INFLUENCER AND WANT TO REVIEW YOUR PRODUCTS.

  We thank you so much for your interest in reviewing our products. Click the LINK to fill out a request form.