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FAQ

Frequently asked questions

Do you allow returns/refunds?


All sales are final. We do not offer refunds/exchanges, nor do we allow cancellations/ returns. Please keep in mind that colors will appear different on individuals depending on skin tone and lip pigmentation. Items will not be replaced or exchanged for this reason. fbicosmetics.com reserves the right to refuse any returns at any time.




How Can I reach your customer service team?


For customer service inquiries only, please email Help@FBICosmetics.com. Our Customer Service team is available M-F 8am - 5pm Eastern. We do our best to respond to all customers within 48 hours. Response times may be extended during holidays, promotions and immediately following launches/restocks. Inquiries are answered in the order they are received; please do not send multiple emails as this will place you at the end of the queue.




I did not receive my order confirmation email- did my order go through?


Order confirmation emails may be delayed as a result of high order volume. Please contact our customer service team Help@FBICosmetics.com if you have not received your confirmation email after 24 hours of your purchase.




Can I make changes to my order onced it's been placed?


Due to the extremely limited nature of our products, all sales are final. Orders can not be cancelled, changed or modified once they have been placed. Please ensure all info is correct before submitting your order. Please double check your address and email is correct before placing your order..




Delivery - When will I receive my order?


Processing time for orders is 3-5 business days (business days do not include weekends or holidays). These times may be extended during holidays, launches/restocks, limited edition releases and promotions. Once shipped, delivery time within the United States is 3-6 days and 10-21 business days internationally. We do not offer expedited shipping at this time. All orders are shipped via USPS. Please note, we are not responsible for any shipping deliveries that may be affected by, but not limited to, the following: customs, natural occurrences, air/ground transportation strikes/delays or transfers from USPS to international mail carriers.




Are you accepting international orders?


Yes at this time we have opened back up to ship internationally. Keep in mind that this is subject to change upon any government regulations that arise based on COVID-19.




Are FBI Cosmetics sold in retail stores?


FBI Cosmetics is sold only online @ fbicosmetics.com. As of October 2020 selective items can now be found online at Walmart.




I have an issue with my order - who can I contact for assistance?


Please contact our Customer Service Team Help@FBICosmetics.com to request replacement for damaged products or report other issues with your order. We will review all issues that are submitted within 5 days of delivery of the package. Requests received after this time frame are no longer eligible for review. Customers must provide photos of any product/order issues along with their Packing slip (please ensure stamped initials are visible). Please note that items shipped using a mail forwarding service are not eligible for replacement/exchange of any kind.