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Contact Us

CALL US

+961 1 791 021

VISIT US

Nour Al Hayat Building, 60 Verdun Street Beirut – Lebanon

  • CALL US: +961 1 791 021
  • EMAIL US: info@bassamfattouh.com
  • VISIT US: Nour Al Hayat Building, 60 Verdun Street Beirut – Lebanon

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FAQs

Frequently Asked Questions

I have not received a confirmation email?

Firstly, please check if the email address that you entered at check out is correct. If so, please check your junk mail too, if it’s still not received after 4 hours of placing your order then you can send us an email on info@bassamfattouh.com with the full name used on your order to help us locate it.

I received an email to say my order was unsuccessful

We’re sorry that your order was unsuccessful, there are various reasons that this can happen but it is related to the billing information provided. If you wish to reorder we would recommend to verify all billing information including name and address before placing your order again, and/or use an alternative payment method.

 

Your card has not been charged for this order, however it may have been authorized* – this will automatically be reversed within 48 hours as your order has now been canceled.

 

*An authorization is a temporary hold of funds on your credit/ debit card. For instance when you purchase a product using card payment the bank will ‘hold’ the money on behalf of Huda Beauty to ensure there are enough funds to be charged when the order is confirmed.  This may reflect as a transaction on your account but no funds have been taken from your account.

I can't checkout with some of the items in my basket

This may mean that the product is now out of stock. The product may have been available when you added it to your basket but by the time you have completed the checkout process the product is now no longer available. The site will ‘save’ this item in your basket, but will not reserve the stock.  Unfortunately, this is more common during sale periods and product launches when products are in high demand.

Can I cancel my order?

Unfortunately cancellation requests cannot always be accommodated. We will try our best to assist but after a certain stage of order processing it can no longer be canceled. We aim to ship orders as fast as we can so although you may message us immediately after placing your order, unfortunately it doesn’t always guarantee cancellation. The cancellation request has to be reviewed and the request is sent to our warehouse processing team.

 

If you would like to attempt cancellation of an order, please send us the Order Number to be canceled and include the message: Please Cancel My Order. This will help us prioritize your email. You can do this via the CONTACT US form above or email us at info@bassamfattouh.com

Can I change the shipping address on my order?

If you have made an error in your shipping address please let us know as soon as possible via the CONTACT US section using the email address associated with your order. Please also include your order number and the correct address.

If your order has already shipped, and you have your tracking details we would also recommend you to contact your courier to advise them of the address update. We will try our best to make any updates to your address, however depending on the status of your shipment it may not be possible.

 

If you would like to attempt cancellation of an order, please send us the Order Number to be canceled and include the message: Please Cancel My Order. This will help us prioritize your email. You can do this via the CONTACT US form above or email us at info@bassamfattouh.com

I received damaged products

If any items in your order have been received in an unsatisfactory condition, please let us know within 1 day of your order being received. Please send your order number, and clear photos of the damaged item alongside your pack slip using the CONTACT US section. Please contact us using the email address associated with your order.

Please note we cannot consider cases reported after 1 day of the receipt of your items because those are makeup products and should be checked once received to make sure everything is fine.

I have items missing from my order

We’re sorry to hear you have not received your complete order. Please use the CONTACT US section to send us your order details and details of the item/s missing, along with a picture of your packing slip so we can resolve this for you. Please contact us using the same email address associated with your order.

Please contact us on the same day of receiving your order, cases reported after this timeframe may not be eligible for review.

I received the incorrect items

We’re sorry you have received incorrect items! Please use the CONTACT US section to send us your order number, and a clear photo of the items received along with your packing slip. Please use the email address associated with your order.

Please contact us on the same day of receiving your order, cases reported after this timeframe may not be eligible for review.

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