If you have placed an order and want to modify it, please contact our customer service at email@example.com within 24 hours of placing your order, so our team can guarantee the update. Please note that any change request outside of this window is not guaranteed. We do our best to fulfill your order(s) as quickly as possible so the window for modifications is intentionally slim.
All orders are shipped within 5 business days (please expect slight delays during federal holidays). Any custom products will need additional time for production as they are individually handcrafted in our New York City facility.
Once your order is processed, a tracking email will be sent to the email address provided during checkout. If you have created an account on our website during checkout, you can also track your order in your FF account. Friendly reminder to create an account with us so you can track orders and purchased products.
Shipping & Handling
Please refer to your tracking link received on your shipping confirmation email or on your FF account. If your order hasn’t been shipped within our time frame, please contact our support team at firstname.lastname@example.org with your order number.
Yes, we ship internationally. Shipping costs and times are subject to the carrier chosen during checkout. Please note that you will be responsible for all custom fees or duties. Coupon codes do not apply to international shipping charges.
We offer standard and express shipping. Express shipments will be prioritized and sent out within 1-2 business days post production. Once an order has left our facility, any shipment promises are the responsibilities of the carrier selected.
Contact our customer service at email@example.com so we can work to get your products to you.
First check with your neighbors or building caretakers who may have collected it on your behalf. There can be a delay or pre-emptive indication of delivery on behalf of the carrier, so allow one business day before contacting our customer service.
Contact our customer service at firstname.lastname@example.org and attach a picture of the damaged product so our team can send a replacement.
We accept all major credit cards and online payment methods.
We do not accept checks.
We accept returns on unused ready to wear products within 14 days of receipt. Please send us a picture of the product before returning as we will not be able to offer a return if the product was used. Returns will be initiated within 2 business days after the product is received in our facility. All custom products are non-refundable and cannot be returned.
All gift cards and e-gift cards are not eligible for refunds. Funds do not expire.
All of our custom products are handmade in our facility in New York City and small imperfections may occur such as tiny bubbles. If you have any questions about an imperfection with your product, send a picture and an explanation of your issue to email@example.com.
If you feel like the item you received does not match the color you selected on our website, reach out to firstname.lastname@example.org with an attached photo and description of your issue and our team will be happy to assist in resolving the matter.
Yes! Every custom product is safely stored in your account, so make sure you have created one to keep track of your orders. If you cannot locate your order, reach out to our support team and they will be able to provide this information to you. We strive to create all replicate orders with identical formulation so the color emulates the one you love!
Absolutely! Send us an email at email@example.com and we’ll be happy to help you select your perfect color.
We believe that beauty shouldn’t come with restrictions when it comes to customization and scaling. Our methodology of creating made to order products and everything in small batches, we reduce waste and maintain the freshest ingredients.
Yes! From our packaging down to the contents of our products, we strive for sustainability with each step in our creation process. Our glass jars and bottles may be rinsed and recycled, along with our paper packaging. We also use aluminum to minimize plastic waste. We encourage our customers to reuse their refillable lipstick packaging that has a refillable option.
Clean Beauty & Animal Testing
We neither test our products or ingredients on animals nor sell products where animal testing is required.
Yes, our product formulas are vegan.
Yes, all of our formulas have been engineered to be natural, clean, and toxin free. If you have specific concerns regarding our formula, reach out to our team. You can also find all the ingredient lists on each product page.
Yes, our products are gluten-free, and we recommend checking the ingredient list if you are unsure.
Affiliates & Brand Partnerships
You can sign up for our affiliate program here.
You can email us at firstname.lastname@example.org with the subject line: Partnerships. Our team members will be sure to route it to the correct person.
Pre-orders allow you to purchase and secure a product in a production run that will ship at a later date. For example, if we are sold out of Agent Provocateur lip balm, you can pre-order now, and guarantee yourself a product in our next run.
The estimated shipping date for pre-orders will be available on the product page. We will also send email notifications on updated delivery information. If you have further questions about the delivery date, please do not hesitate to reach out to our customer service support by emailing us at email@example.com
We only allow Pre-Orders on products we have planned production schedules.
Pre-orders secure your product for delivery. Due to high demand for certain products, we recommend pre-ordering because the products usually sell out very fast.
Feel free to contact our customer service team at firstname.lastname@example.org and our team will be happy to help.