Quick answers

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ACCOUNT

Q: How can I create a new account?

A: In order to create a new account click on the account icon on the top right of the home page and select “Sign up. Fill in the few information required and click “Create”. You can however shop without an account and create your account right before the checkout or just proceed as a guest.

Q: How can I change my account information?

A: Once you are logged in, you can change your account information clicking on the account icon on the top right and select “View account”. In this section can modify your address
 

Q: I cannot remember my username and/or password

A: You can click on “Forgot password” in the Login page. Then enter the e-mail address associated with your account, and click Submit. We'll email you a link to a page where you can easily create a new password.

Q: How is my personal information used?

A: The personal information we ask you to provide to create an account is necessary for the completion and processing of orders. Without such information we will not be able to process your orders. Such information is strictly confidential and will not be disclosed or provided to third parties for marketing purposes or for other services. Please refer to our Privacy Policy for more details.

 

ORDERS

Q: How can I place an order?

To place an order you have to select one or more items in the store and add them to the shopping cart through the button “Add to cart”. After that you have to click on “Cart” on the top right of the page to view all the selected products. You can remove items clicking on “X” or modify quantities typing the new quantity in the specific field. After, you can proceed to checkout, clicking the “Checkout” button.

You may also choose for an express checkout by clicking on “More payment options” below the product on the product detail page.

During the checkout you will have to: a) provide you address details or log in if you already have got an account b) choose your delivery method; c) choose the payment method and provide related details d) click “Pay now” to complete your order. You can pay by credit card (American Express, Visa, MasterCard, Discover, JCB, Diners) or by Shopify Pay, Apple Pay, Google Pay, PayPal. If the payment is successful the order is to be considered completed and you will receive a confirmation email

 

Q: How can I get information about products availability?

The products you view on the store are available

 

Q: Can I cancel or modify an order?

Once an order is completed unfortunately it is not possible to cancel or modify it. In case you are no longer interested in the products you can still return them.

 

Q: How do I know my order is confirmed?

You will receive a confirmation e-mail with your order details once you have completed payment.

 

Q: Can I see my orders details?

Yes, you have to log in first and then go to the “View account” page. Here will be able to view the orders you have recently made. Clicking on the Order number you can view all your orders details and track shipment.

 

Q: How can I use a promotional code?

If you have a promotional code you can type it at checkout phase, in the section of the page with the summary of the total price of the selected products, shipping costs, VAT, etc. you will see a Discount code field. Enter your code, click “Apply” and the discount will be calculated in your order.

 

PAYMENTS

Q: What are the accepted payment methods?

You can pay by the most common credit card (American Express, Visa, MasterCard, Discover, JCB, Diners) or by Shopify Pay, Apple Pay, Google Pay, PayPal.

 

Q: Are payments secure?

Payments are processed safely using the most advanced and utilized security systems in a trusted environment.

 

Q: Why has my payment been refused?

Please check first if you entered your payment information correctly. In case you did and the payment results still unsuccessful, please contact your credit card provider.

 

Q: In what countries can products be delivered?

Our products can be delivered in any state in U.S.A.

 

Q: What are delivery times and costs?

Orders are dispatched via the major carriers (UPS, USPS, DHL) in 1-14 working days, depending on the areas. For orders of 40 US$ or more you will enjoy free shipping. For order below 40 US$ shipping costs are 7.99US$

 

Q: How can I follow my order?

Once your order is shipped, you receive a shipment confirmation email from us. Here you can find a link “View your order” leading you to an order summary page. On such page you find the tracking number and a link to the courier page in which you can check the status of your shipment. In addition to that, you can always check your orders history logging in to our store, clicking on the account icon on the top right of the page and then on “View Account”. In this section you can find the details of your orders. Clicking on the order number you can view a link “Track shipment” for each item ordered.

 

Q: What happens if I am not at home when my parcel is to be delivered?

Each courier has its own policy, but normally they will inform you about the expected delivery date and about alternative options to collect your parcel (i.e. pick-up points). You can get this information and change your shipping options also on the courier web site, following the link provided on the order summary page.

 

Q: What should I do if my parcel is damaged at delivery?

You are kindly requested to check carefully the parcel and its content when it is being dispatched. If the parcel is damaged you should immediately notify the courier and possibly not accept the parcel. You should then inform us sending an e-mail to CustomerCareB2C@gflskincare.com.

 

Q: An item is missing, damaged or wrong, what should I do?

You are kindly requested to check carefully the parcel and its content when it is being dispatched to you and, in case, inform the courier about any problem. Once you accept the parcel from the courier, we will no longer be in a position to consider claims regarding missing, wrong or damaged items.

 

RETURNS

Q: In what cases is it possible to return items?

You can always return an item, but only if not opened or utilized and in its original packaging.

 

Q: Is there a deadline to return items? How can I return items?

You can return items by giving us notice within 30 days from reception via e-mail at CustomerCareB2C@gflskincare.com. In the notice you will have to provide the following information: Order number, Date of receipt of the order, Item codes and description of products you intend to return, Reason for return, Your name and address. Once you receive the return code (NAR code) from us, you will be in a position to send the products back within 15 days. Please note that products have to be not opened, not utilised and in their original packaging and that you will have to bear return charges.

 

Q: Can I change an item?

Unfortunately it is not possible to change an item. You will need to return the item you are not interested in and make a new order.

 

PRODUCTS AND INGREDIENTS INFORMATION

Q: How can I get information on products and ingredients?

Please feel free to contact our Customer Care at CustomerCareB2C@gflskincare.com

 

CAREERS

Q: I am interested in sending my curriculum, where can I send it?

Please send your resume and presentation letter to cv@gfl.eu.

 

CUSTOMER CARE

Q: How can I contact your customer care service?

Please send us an e-mail to CustomerCareB2C@gflskincare.com. Please allow a 72 hours for us to reply.

 

CONFIDENTIALITY

Q: What is your policy in terms of confidentiality?

In order to complete and process orders and invoices you are necessarily requested to provide some personal data. Such information is personal and strictly confidential and we are committed not to disclose it or provide it to third parties for marketing or other purposes. You can always check and modify your personal information at any time, in the “Account” section of the webshop. If such information is not provided you will not be able to complete orders. You will always be requested to provide explicit authorization to receive communications or newsletters from us and you will always be able to deny or remove such authorization sending an e-mail to CustomerCareB2C@gflskincare.com or clicking on the “Unsubscribe” link you will find in the newsletters.

 

Q: Do you use cookies?

Yes, our webshop utilizes cookies, with the only purpose of customizing the service provided to clients.

 

COMMENTS AND SUGGESTIONS

Q: Who can I send my comments and suggestions to?

You can send any comments or suggestions you may have to the following address: CustomerCareB2C@gflskincare.com.