FAQs
Frequently Asked Questions
Welcome to the Falerina FAQ page.
Below you can find answers to common questions about orders, shipping, tracking, returns, refunds, payments, products, and customer support.
Orders
How do I know if my order was successfully placed?
After successfully placing an order, you should receive an order confirmation at the email address provided during checkout.
If you do not receive a confirmation email, please check your spam or junk folder.
If you still cannot locate it, contact us at:
Please provide your name and the email address used during checkout.
Can I change my order after placing it?
If you need to change your order, please contact us as quickly as possible.
We will try to assist before the order enters fulfillment.
Once an order has been processed or shipped, we may not be able to make changes.
Can I cancel my order?
Please contact us as soon as possible at:
We will try to process your cancellation request before the order enters fulfillment or shipment.
Cancellation cannot be guaranteed after processing has begun.
Shipping
Where does Falerina ship?
We ship to eligible destinations shown during checkout.
Shipping availability may depend on your destination, product availability, fulfillment location, and carrier availability.
How much does shipping cost?
Applicable shipping charges will be displayed at checkout before you complete your purchase.
Some orders may qualify for promotional or free shipping where specifically offered.
How long does shipping take?
Delivery times vary depending on the destination and shipping service.
Estimated delivery information may be displayed during checkout or communicated after your order is placed.
Delivery estimates are not guaranteed unless expressly stated otherwise.
Carrier delays, customs clearance, weather, public holidays, and other circumstances may affect delivery times.
How can I track my order?
If tracking is available, you will receive tracking information after your order has been shipped.
Please allow some time for tracking information to update.
If your tracking information has not updated for an extended period, please contact:
What should I do if my package is delayed?
Please contact us with your order number and tracking information.
We will review the available shipping information and assist with the appropriate next step.
What should I do if tracking says delivered but I have not received my package?
Please first check:
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Around your delivery location
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With household members
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With your building reception
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With neighbors, where appropriate
If the package still cannot be found, contact:
Products
Are product colors exactly the same as shown on the website?
We make reasonable efforts to display product colors accurately.
However, actual colors may appear slightly different due to:
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Screen settings
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Lighting
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Photography
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Device display differences
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Product batch variations
Where can I find product details?
Please review the relevant product page before purchasing.
Product pages may contain information regarding:
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Product features
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Available colors or shades
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Ingredients where applicable
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Usage instructions where applicable
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Product size or quantity
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Pricing
Does Falerina make medical claims about its products?
Falerina does not intend product descriptions or advertising to provide medical advice or make unsupported medical or therapeutic claims.
For personal medical concerns, please consult an appropriately qualified healthcare professional.
Returns and Refunds
What is your return period?
Unless otherwise stated for a particular product, eligible return requests may be submitted within 30 days after delivery.
Please contact us first at:
Can I return opened cosmetics?
Because cosmetics and beauty products may raise hygiene and safety concerns, opened or used products may not always be eligible for a standard change-of-mind return where permitted by applicable law.
However, damaged, defective, incorrect, or otherwise legally returnable products will be handled in accordance with our Return & Refund Policy and applicable law.
Where should I send my return?
Please do not send products back without contacting us first.
If your return is approved, our customer support team will provide the appropriate return instructions and return destination.
Our corporate address in Hong Kong is not necessarily our return warehouse.
Who pays for return shipping?
Responsibility for return shipping depends on the reason for the return and applicable law.
For change-of-mind returns, return shipping may be the customer's responsibility where permitted by law.
For damaged, defective, or incorrectly supplied items, we will review the circumstances and provide the appropriate resolution.
When will I receive my refund?
Approved refunds are generally issued to the original payment method.
The time required for the refund to appear depends on your bank, card issuer, payment provider, and other processing factors.
Payment
What payment methods do you accept?
Available payment methods are displayed during checkout.
Payment options may vary depending on your location and the payment services available through our ecommerce platform.
Is my payment information secure?
Payments are processed through payment service providers made available through our ecommerce platform.
We do not necessarily receive or store your complete payment card details.
Privacy and Advertising
How does Falerina use my personal information?
We use personal information for purposes including:
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Processing orders
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Providing customer support
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Delivering products
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Preventing fraud
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Improving our website
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Analyzing website performance
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Advertising measurement and optimization
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Marketing where permitted by law
For more information, please review our Privacy Policy.
Does Falerina use advertising partners?
Yes.
We may work with advertising and analytics partners, including AppLovin, to measure advertising performance, attribute purchases, and optimize advertising campaigns.
Where required by applicable law, non-essential advertising technologies are used only after appropriate notice and consent.
You can review our Privacy Policy and available Cookie Preferences / Privacy Choices for additional information.
Customer Support
How can I contact Falerina?
Email:
When contacting us about an order, please include your order number.
Who operates Falerina?
Falerina is operated by:
HONG KONG WANSEN TOKSTAR LIMITED
Unit 1203, 12/F, Tower 2, China Hong Kong City
33 Canton Road, Tsim Sha Tsui, Hong Kong
Website: www.falerina.com