FAQs
Frequently Asked Questions (FAQs)
Product Ingredients & Health
1. Are your products clean & safe for skin?
Yes! We use clean, high‑quality ingredients like hyaluronic acid, vitamin C, and niacinamide — all proven to be gentle yet effective. Our formulas are free from harsh sulfates, parabens, and unnecessary fillers, so they’re great for everyday use.
2. Are your products suitable for sensitive skin?
Absolutely. Our formulas are designed to be fragrance‑free, cruelty‑free, and non‑comedogenic, meaning they won’t clog pores or irritate sensitive skin types. They’re ideal for dry, oily, combo, or reactive skin.
3. What key active ingredients do you use?
We include commonly searched and trusted ingredients backed by research and loved by skincare communities:
- Hyaluronic Acid: intense hydration
- Vitamin C: brightening & antioxidant support
- Retinol (or gentle alternatives): anti‑aging & renewal
- Salicylic Acid: gentle exfoliation & acne control
4. Do your products cause breakouts or irritation?
No — our formulas are dermatologist‑tested and crafted to be gentle. Every ingredient is carefully selected to minimize irritation and support healthy skin balance.
5. How do I check if your product fits my skin needs?
Each product page includes a full ingredient list and a benefits section. For sensitive or allergy‑prone skin, we recommend patch testing before full‑face use. If you have specific concerns (like acne, dryness, or aging), check for keywords like hydrating, anti‑aging, acne treatment, or brightening.
Orders & Shipping
6. I just placed an order, when will it ship?
Please allow 1 - 3 business days of processing and production time for your order to ship out.
7. How long is the shipping time?
Delivery times vary by destination:
- United States: 5–10 business days
- Canada: 7–12 business days
- UK & Europe: 7–15 business days
- Australia & New Zealand: 8–18 business days
- Japan: 6–12 business days
Note: There are circumstances that are out of our control (natural disasters, holidays, weather, etc.) that may cause shipping postponements.
8. Which countries do you ship to?
We currently ship to the United States, Canada, the United Kingdom, the European Union, Australia, New Zealand, and Japan.
9. What are your shipping rates?
Shipping costs are calculated at checkout based on your destination and the weight of your order. Free shipping may be offered during special promotions!
10. Will I receive a tracking number?
Yes, we provide tracking for every order. Tracking will be available via email once your product is shipped. You can track your package at 17track.net.
11. Can I cancel or amend my order?
You are able to cancel or amend your order with no penalty! However, you must contact us within 24 hours of creating it. If the item has already shipped, the order cannot be canceled. Please email us at ac@facerinna.com with the subject line "CANCEL" or "AMEND".
12. I entered an incorrect address!
If you have misspelled or auto-filled your address incorrectly, simply reply to your order confirmation email or notify us immediately via email at ac@facerinna.com. We can correct this within 24 hours of placing the order.
Returns & Issues
13. What is your return policy?
We have a 14-day return policy. Items must be unused, unopened, and in their original sealed packaging. For hygiene and safety reasons, opened or used skincare and cosmetic products are not eligible for return. For more details, please view our full Return Policy page.
14. My item arrived damaged or incorrect. What should I do?
If you receive a defective, damaged, or wrong item, please contact us within 7 days of delivery at ac@facerinna.com with your order number and a picture of the product. We will be happy to arrange a replacement or refund at no additional cost.
Payments & Security
15. What are your payment options?
We accept major credit cards (MasterCard, Visa, American Express, and Discover), as well as PayPal and Apple Pay.
16. How do I use a discount code?
When you proceed to checkout, you will see a “Discount code” field on the right side of the page. Input the code and click "Apply" to have your discount calculated before entering your payment details.
17. Is ordering online secure?
Yes. To ensure a safe payment procedure, our website uses a credit card processor for a reliable and secure internet payment gateway, keeping all data encrypted with AES-256 and using the Internet-standard SSL (Secure Sockets Layer) protocol.
18. Is my personal information kept private?
Any information that you share with us is private and confidential. At no point will we share, rent or sell your personal information without your consent, except as required by law.
Have a question that wasn't answered?
If we still haven't managed to answer your question, please feel free to contact us at ac@facerinna.com and we will do our best to reply within 24 hours!