HOW SOON WILL I GET MY PACKAGE?
Shipping times vary by country, but it normally takes about 10 to 25 business days for your item to arrive.
HOW CAN I TRACK MY ORDER?
A shipping confirmation is emailed to you as soon as your order has been shipped, which will allow you to track the status of your shipment.
HOW DO I KNOW IF MY PACKAGE HAS SHIPPED AND IS ON ITS WAY?
Once you place an order, you will receive an automatic confirmation email. Once your order has been processed and is ready to leave our distribution center, you will receive another email with shipping information. Please note that the shipping confirmation email does not necessarily mean that the carrier has picked up your package from our distribution center. Please use the appropriate carriers tracking features to determine when your package has been picked up and is in transit. Please allow 24-48 hours from the time you place your order for its status to update.
WHY DIDN'T I RECEIVE AN ORDER CONFIRMATION/SHIPPING CONFIRMATION EMAIL?
After you place your order, we always send an order confirmation email to the email you provided us. After we ship your order, we also send a shipping confirmation email to the email you provided us. Please be sure to check your spam/junk folder for the emails.
MY TRACKING INFO SHOWS MY PACKAGE WAS DELIVERED, BUT I NEVER RECEIVED IT!
We know how important your order is! Focallure provides our customers with the option to track your package. If the tracking information states that your items have been delivered but you have not received it, please check around your neighborhood in case another home received it by mistake. Speak with family, roommates, etc. in the event they received it on your behalf.
The package may also have been left with property managers or an apartment office. We will always do our best to assist you, but Focallure does not hold responsibility for packages that are lost or stolen in transit. If you are still unable to locate your package, you must contact the shipping carrier to discuss the issue and file a claim with them.
WHY ISN'T MY TRACKING INFO UPDATING, IS THERE SOMETHING WRONG?
This is normal. The tracking information normally lags behind the true status of your package. If it hasn't updated in over 2 weeks, please contact support.
DO YOU SHIP INTERNATIONALLY?
Focallure is proud to serve our customers from all over the world! The default pricing on our site is in USD, the conversion rate depends on your issuing credit card company used on the transaction. The site will default US Dollars on the checkout page.
It usually takes 10-25 business days to arrive in your country, however, in some instances; delivery may be delayed depending on your country's customs. Focallure is not responsible for applicable customs fees, import duties, taxes, or any other charges. The customer is responsible for the charges, even if the shipment is refused upon delivery.
TAXES & DUTIES :
Import taxes, duties and related customs fees may be charged once the parcel arrives at the destination country. These charges are determined by the customs office of the specific destination.
Payment of these charges and taxes is the responsibility of the recipient and will not be covered by us here at Focallure. For further details of charges, please contact your local customs office.
HOW SECURE IS MY PERSONAL INFORMATION?
Focallure adheres to the highest industry standards to protect your personal information. Your credit card information and personal details are encrypted during transmission using the 128-bit SSL (Secure Sockets Layer technology), the same level of encryption used by large banks around the world.
Your credit card information is only used to complete the requested transaction and is NOT subsequently stored.
HOW CAN I CHANGE MY SHIPPING ADDRESS?
By default, the last used shipping address will be saved into to your Sample Store account. When you are checking out your order, the default shipping address will be displayed and you have the option to amend it if you need to.
HOW DO I ACTIVATE MY ACCOUNT?
The instructions to activate your account will be sent to your email once you have submitted the registration form. If you did not receive this email, your email service provider’s mailing software may be blocking it. You can try checking your junk / spam folder or contact us at firstname.lastname@example.org
WHAT DO YOU MEAN BY POINTS? HOW DO I EARN IT?
Because you are important to us, we want to know what you think about the products. As an added value, every time you rate the products you earn points which go straight to your account. 1 point are added to your account for every review that you give. You will need those points in order to redeem the sample products. So keep rating the products to keep earning points!
WHY IS THERE A CHECKOUT LIMIT? / WHAT ARE ALL THE CHECKOUT LIMITS?
Sample Store is a popular spot and gets lots of shoppers at a time. These limits are in place to make sure everyone has a good time trying and purchasing their products.
- Each member is entitled to only one (1) sample order every day.
- Each member is entitled to one (1) bundle of sample for each product.
- Your account must have sufficient points before you can checkout the sample products.
- Kindly clear all pending payments before another checkout.
HOW CAN I TRACK MY ORDERS?
After logging into your account, the status of your checkout history can be found under Order History. For orders via registered postage, a tracking number (article tracking number) will be given to you after the receipt given from www.dhl.com and www.ups.com and www.aftership.com.
HOW DO I CANCEL MY ORDERS BEFORE I MAKE A PAYMENT?
After logging into your account, go to your Shopping Cart. Here, you will be able to make payment or cancel your order. Note: We cannot give refunds once payment is verified.
HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE AFTER I MAKE PAYMENT?
Members who ship their orders within Singapore should expect to receive their orders within five (7) to ten (14) working days upon payment verification depending on the volume of orders received.
If you experience delays in receiving your order, contact us immediately and we will help to confirm the status of your order.
WHAT IS THE ACCUMULATED DELIVERY FEE FOR? HOW MUCH IS THE HANDLING FEE?
The flat-rate handling fee is $7.98 and it is only applicable to normal samples. For free samples, they are fully paid for and there are no additional charges to deliver the free samples.
Handling fee covers the delivery, material, labour and logistics cost to support the sampling service. You can redeem up to 3 different samples in each checkout and it is likely that you will find samples bundle with larger supply (up to 1-week supply) on Samplestore.com.
HOW DO YOU SHIP MY ORDERS?
All your orders are sent via www.aftership.com.
HOW DO I MAKE PAYMENTS USING PAYPAL? HOW DOES IT WORK?
Paypal is the easiest way to make payments online. While checking out your order, you will be redirected to the Paypal website. Be sure to fill in correct details for fast & hassle-free payment processing. After a successful Paypal payment, a payment advice will be automatically generated to Samplestore.com system for your order. It's fast, easy & secure.
WHAT ARE THE PAYMENT METHODS AVAILABLE?
At the moment, we only accept Credit/Debit cards and Paypal payments.
CAN I PAY USING PAYPAL WITHOUT A PAYPAL ACCOUNT?
Yes! It is commonly misunderstood that a Paypal account is needed in order to make payments through Paypal. The truth is you DO NOT need one, although we strongly recommend you sign up to enjoy the added ease of use.
Without a Paypal account, all you need is any Debit/Credit card stated below that is supported by Paypal.
By using Paypal, we can process & deliver your orders to you in a shorter time. Paypal is the easiest & most secure way to make payment online. No account needed. For more details, click here to see how Paypal works for you.
HOW CAN I USE MY REMAINING ACCOUNT CREDITS?
We are in the process of removing the option to pay for your orders by ‘Account Credits’. If you have remaining credits in your account, it will be used to pay for your next checkout. If there are insufficient credits, the system will direct you automatically to pay the balance via Paypal.
WHY MUST I MAKE PAYMENT IMMEDIATELY AT CHECKOUT?
Sample ordering is on ‘first-come-first-served’ basis. To ensure that you get your desired samples, it is recommended that you make your payment within 60 minutes of checking out.
HOW MANY FREE SAMPLES CAN I REDEEM?
Due to the limited quantity, each member's account is only entitled to 1 unique free sample. You can check out up to 4 free samples in each checkout.
WHAT HAPPENS IF THERE'S BEEN A DELIVERY MISHAP TO MY ORDER? (DAMAGED OR LOST DELIVERY)
We take such matters very seriously and will look into individual cases thoroughly. Any sample that falls under the below categories should not be thrown away before taking photo proof and emailing the photo of the affected sample and your Delivery Order to us at Focallure@consultant.com.
1. In the event of damaged samples received, we will require photo proof of the affected samples and your D.O (Delivery Order) in order for us to investigate and review before a decision is made to re-send the sample to you at no cost, subject to availability. In light of this, any sample that falls into this category should not be thrown away before taking photo proof and emailing the photo to us at Focallure@consultant.com.
2. In the event of lost mail, we will try to locate the delivery team in epacket or UPS or DHL and if there's a clear indication that your order is indeed lost, we'll re-send the order to you at no cost, subject to availability.
WHAT HAPPENS IN THE EVENT OF UNSATISFACTORY/EXPIRED/WRONG SAMPLE/MISSING SAMPLES?
We take such matters very seriously and will look into individual cases thoroughly. Any sample that falls under the below categories should not be thrown away before taking photo proof and emailing the photo of the affected sample and your Delivery Order to us at Focallure@consultant.com (if applicable).
We regret to inform you that no refunds will be given for orders that fall under the below categories.
1. In the event that the sample you've received is unsatisfactory in any way you perceive, we will require photo proof of the sample and your D.O (Delivery Order) as well and you may be required to send us back the sample for close inspection and review before a decision is made to re-send a sample to you at no cost, subject to availability. The postage cost will be credited back to your account after we receive the returned item.
2. In the event that you receive an expired product, we will require clear photo proof of the sample and its expiry date for close inspection and review before a decision is made to re-send a sample to you at no cost, subject to availability.
3. In the event that you've received the wrong sample, we will require photo proof of the wrongly sent sample and D.O (Delivery Order) and after reviewing, we'll re-send the correct sample to you at no cost, subject to availability.