Frequently Asked Questions (FAQ)

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Are all your products fresh and genuine?

Definitely, 100%. We never sell anything other than genuine brand items on our website. Our products are sourced from around the world, so a small number of the products sold on our website may look slightly different from what you have at home, but the products are still 100% genuine and produced by the original manufacturer for that particular brand. For example, a product sold in the US may differ in appearance from the same product sold in France or Japan, but the product is still genuine. Freshness is also 100% guaranteed as we keep all our stock in a temperature controlled environment prior to shipping and subject to regular quality control checks.

I have x type skin, with y characteristics and z problems. What type of product would suit me best?

Our specialty is sourcing all major brands, from all around the world and selling at the lowest prices on the net, with free shipping and a loyalty program offering significant discounts on top of the best prices. To be able to do this we operate on a very tight cost budget and do not employ the skin or color specialists, nor the technology to answer this type of question comprehensively. Rather than try and just give you an answer, we would rather be honest and suggest you obtain these answers elsewhere, from the brands or specialist sites, and then use us to repeat purchase at the best price.

Do you provide samples?

Sometimes. Please note we have some of the lowest prices on the internet together with free shipping. As we purchase from our suppliers at only the best prices, additional samples are not always supplied. However, we do include free samples in orders if they are available. Please note free samples can only be sent included with an order.

Would you be able to find something not listed on your website?

Quite possibly. We have an extensive global supplier network which ensures our product range is the largest anywhere on the internet so we just might be able to find what you're looking for, even if it's been discontinued in your country. If you have ordered an item before but don't see it listed anymore, it is most likely just sold out. We are normally able to replenish stock within a week so keep checking regularly. Unfortunately we are unable to notify individual customers when stock arrives or when the next shipment is coming in, so please keep checking the website for the latest stock update.

Why aren't I receiving answers to my emails?

Please note that we endeavor to answer all e-mails within one hour during our workings hours. If you have not received any reply within 24 hours, please check the points below before sending a follow-up message. If you haven’t received a reply within 24 hours, this could be because:

  • You may have written the wrong e-mail address. Please check our e-mail addresses on the Contact Us page and try again.

  • Your e-mail settings may be preventing you from sending e-mails overseas. Some e-mail providers prevent some e-mails being sent abroad. Please check with your e-mail provider for further details.

  • You may not be able to receive e-mails sent by us:

  • If you use your company’s official e-mail server, there may be restrictions on receiving non-registered e-mails. Please check with your system administrator to remove the restriction.

  • AOL users in particular should ensure their accounts are enabled to receive e-mails from us.

Why can't I get through on the toll free number?

All countries except Australia, Japan, New Zealand, South Korea, United Kingdom and the USA must use a dial out code before the 800 number shown. This is because these toll-free numbers are international toll-free lines. Please also ensure that the phone you are using is able to call overseas. For Australia, Japan, New Zealand, South Korea, United Kingdom and the USA the numbers listed are local toll-free numbers and no dial out code is required. If you still can’t get through or your country is not included in our toll free phone service, you can call us directly on +1-516-847-2845 24-hours a day, 7 days a week. Still have questions? Please e-mail us at www.jewlzie.com/contacts