FAQ | Faberlic
24.9.2
FAQ

Order creation

Registration

Faberlic Representatives

Order payment

Order delivery

Returns and claims

Order correcting

Quality guarantee

Personal Profile

Promotions and loyalty programs


CREATION

How do I buy Faberlic products?


You can purchase Faberlic cosmetics, clothing, accessories, and household goods in the following ways:

  • register and order on faberlic.com (detailed ordering instructions can be found here);
  • place an order through a familiar Faberlic Representative;

What are the advantages of shopping with Faberlic?

Our company is active in 40 countries across the globe. We are a trusted company. In Russia alone, Faberlic products are regularly purchased by over 9,400,000 customers.

Every three weeks, the head company releases a catalogue with new products and unique offers. The assortment available for purchase is made up of over 5000 unique products.

With your first order after registralion, you will receive a discount of 20% and more on Faberlic products.


Who can help me with creating my first order?

All questions about the placement, payment, and delivery of your first order can be addressed to your Sponsor, whose contact information is in your personal profile. In addition, a detailed description of the ordering, payment, and delivery procedure can be found on our website, in the Help section.


What is a draft order?

An order with draft status is saved in the system for 24 hours after the most recent edit. Draft orders are automatically deleted by the system.


When are prices of products participating in a promotion recalculated?

When ordering products on faberlic.com, a discounted product of your choice is offered at the second step of order placement in the Promo discount section. If an item was added directly to the cart, the discount will not work, so it is essential that you choose promotional products only at the second step of order placement. Incorrect orders cannot be edited or recalculated after In Assembly status.

The rules for placing orders with catalogue promotional products are published each period in the Catalogue News section (How to order promotional products from the catalogue).


REGISTRATION


Do I need to register to place an order on the website?

Yes. Registration is part of order placement, and takes very little time. All you need to do is fill out a simple form with your full name and telephone number, after which you will be able to take advantage of all Faberlic Customer benefits. You can learn more about the registration process here.


Is there a registration fee?

Registration with Faberlic is free and open to absolutely anyone above the age of 14.


Can someone who is not a Russian citizen become a Faberlic registered customer?

Yes, they can.


Why do I need a customer number?

Customer Number is used when topping up your personal account for paying for orders by bank transfer or through payment terminals, as well as for receiving an order or creating a feedback request.


How can I register a customer in my group?

To register new Customers in your structure, you can choose one of two options.

1. Register a Customer through your personal profile, in the Representatives section, under the Representative Registration tab.

2. Give the Customer your affiliate link. They will be able to register themselves by following this link. You can get your affiliate link in your personal account, under the My Structure tab. You can also publish this link on social networks and your blog, or send it by email.


Can I change Sponsors and move to a different structure?

If, when registering on the Faberlic website, a Newcomer entered the wrong Sponsor number (or ended up in a different structure), this mistake can be corrected as long as the new Representative has not yet started to build their own structure (i.e., has not yet registered anyone under their number).

You can change Sponsors within two billing periods from the date of registration. To change Sponsors, the current Sponsor must make a Feedback request stating that they have no objection to the change in Sponsors (and providing the number of the new Sponsor).


How do I change my password to log in to my personal profile?

You can change your Personal Profile password yourself in the Personal Information / Settings section.


REPRESENTATIVES


What is a Faberlic Representative?

A Faberlic Representative is a business partner, who not only introduces Customers to the company and its products, gives recommendations on selection, and helps place orders, but also provides all necessary information to successfully start cooperating and building your own business with Faberlic.

If you do not know any Faberlic Representatives, we will recommend you one of our best partners when you register on the website, whose contact information you can always find in your Personal Profile.


What does Faberlic Representative status mean?

By becoming a Faberlic Representative, you become our business partner and earn additional income and rewards by offering Faberlic products to your clients and developing your own group. Representative status is assigned to a Customer if they fulfill personal sales volume of 50 points or more, and also have a personal group of Customers with a total sales volume of no less than 50 points.

You'll get even more benefits when you become a Representative.

  • A discount on Faberlic products of 20% and 26%.
  • Participation in special promotions and VIP Programs.
  • One-time single payments according to the conditions of the compensation plan.
  • Participation in trainings and development of new skills that help you achieve even greater success.
  • The opportunity to build your own business with a trusted partner, Faberlic.


Who can become a Faberlic Representative?

All registered Faberlic Customers (older than 14) who want to change their lives for the better through additional income from partnership with Faberlic.


How do I become a Faberlic Representative?

To become a Faberlic Representative, you must be a Faberlic Registered Customer and participate in the company's compensation plan by placing orders and inviting Customers to your personal group. You can learn more about this in the section on the compensation plan.


How can I find a Faberlic Representative if I don't know one personally?

If you do not know a Faberlic Representative, register on our website and we will recommend you a Representative who is in the same region as you and can help you with product selection and order placement. You can also contact the nearest Faberlic collection point and get Representatives' contact information through them.


What is a VIP Representative?

A VIP Representative is a Representative who fulfilled 100 points of personal volume in one period. First-level VIP Representative privileges can be used starting in the next period.

You can learn more about the Faberlic VIP Program benefits in the Business Promotions section.


PAYMENT


How can I pay for an order?

If you placed an order through a Faberlic Representative, payment is made directly to that Representative upon receipt of the order.

If you place an order on faberlic.com with delivery to your address, you need to complete the purchase online on our website.

In any other situations, payment for an order is made from your personal account in your personal profile.

How to top up your personal account:

  • Bank cards
  • PayPal

You can read more about payment methods here.


Is it safe to pay by bank card on the Faberlic website?

Yes. Faberlic only works with reliable partners and payment systems, guaranteeing the safety of our Customers.


What should I do if I entered the wrong Customer number when paying?

If you accidentally top up another Customer's personal account, please send a message to Faberlic support, attaching a copy of the details and a short explanation of the situation. Our specialists will help you resolve the issue.


How do I apply a promo discount received for ordering a certain amount to an order?

A promo discount accrued through a promotion is applied when an order with a total amount meeting the conditions of the promotion is confirmed.


Why does my order still have "unpaid" status after topping up my account?

Topping up your personal account is not an order. To pay for an order in the My Account tab, you must click on the Pay button across from the order you want to pay for in the Unpaid Orders module. The amount required for payment will be deducted from your balance and applied to the order.


Can I pay for an order in a foreign currency?

If you are in a country where Faberlic is active, but the currency is different from the currency of your country, you must pay for orders through your personal account. This being said, the order must be paid for in the currency of the country where it will be received. Therefore, regardless of service region, you can top up your account in any country, but orders can only be paid for within the country where the payment was made. To pay for an order, you must transfer the corresponding currency to your personal account: in Azerbaijan – manat, in Kazakhstan – tenge, in Lithuania – euro, etc. In each country, there are different ways of topping up your personal account in foreign currency: bank card, electronic payment systems, and others. No matter which currency, the procedure of topping up your account is generally the same as it is in Russia.


DELIVERY


How can I receive an order?

We offer delivery of the products via Australia Post:

You can find a detailed description of conditions of delivery here.


What is the cost of delivery?

The cost of delivery depends on the region to which the order is delivered and the delivery method. Details about the cost are shown in the Delivery section.


Can I change the delivery address after submitting an order?

A delivery address (Faberlic collection point) can be changed if the order payment has not been processed. Please check the delivery address before you send the order.


How do I cancel an order?

You can cancel an order before you processed the payment on the website.


CLAIMS


What should I do if I'm not satisfied with a product?

If a product is defective, you can return it.

A non-defective product can not be returned.

You can learn more about methods and conditions of returning products here.


How can I return a product?

To Return a Faulty product please follow the instruction below:

  • To return defective product Do Not send the return back directly, but first please email  This e-mail address is being protected from spam. You need JavaScript enabled to view it  with photos of products and explanations why it’s faulty and follow the instructions you will receive from us. We will respond withing 72 hours.
  • To return a product, you will need to fill out a return claim. NP Fulfilment will conduct a check according to product acceptance regulations.
  • The Approved return will need to be done by post. Specify the order number, product article number, number of returned items, and return reason. The return slip and (if needed) other documents that confirm the customer's claim must be placed inside the parcel (box) with the returned product and sent by post to the warehouse address from which the order was sent. Postal charges are not reimbursed. They are paid by the Representative.


In what timeframe can I return a product?

Returns of defective products is possible within 30 days from the day the product is received.


CORRECTING


Can I change an order after it has been confirmed on the website?

You can edit an order yourself if the order status is Ready for Assembly. It is not possible to edit an order with any other status.


Catalogues and other advertising products were added to my online order. How can I decline them?

You can decline catalogues and other promotional products when placing an order in the Promo Discounts section, by clicking Delete (or the Cart icon) in the offered lists.


GUARANTEE


What guarantees are there about the safety and adherence to quality standards of Faberlic products?

All Faberlic products undergo mandatory testing in accordance with GOST (State All-Union standard) and SanPiN (Sanitary Rules and Regulations). Faberlic is included in the state register of manufacturers of environmentally friendly and safe products. In 2010, the company received a certificate of conformity to ISO 22716 Cosmetics — Good Manufacturing Practices (GMP) standard for its cosmetics production. Certificates of quality and Declarations are available when clicking on each product on the Faberlic website.


PROFILE


What should I do if I forgot the password to my Personal Profile?

When logging in to your personal profile, there is a 'Forgot Password?' function. To restore your password, enter your e-mail or telephone number provided during registration.


How can I change my personal data in my Personal Profile?

Your personal account has a Personal Data section where you can change your contact information, mailing address, and delivery address. Changes to full name and birthday can only be made by company support staff at the request of the Customer through the Ask a Question service.


PROGRAMS


What discounts do Registered Customers get when placing orders?

The minimum order amount for purchasing products with discount up to 26% is 1000 roubles at catalogue prices. The 26% discount is retained if the Representative's personal volume for the previous period was 50 points or more.

Please note that for some products offered in the Faberlic catalogue (women's, men's, and children's clothing, jewellery, underwear, and tights), the maximum discount for all Representatives is 20%.


What are POINTS?


Each product has a cost not only in the currency of your country, but also in points. Points are used to calculate all Faberlic loyalty programs and promotions. Points are accrued to a Customer's ID number.


When are PV points calculated?

Points for products in paid orders are credited to the Representative's Personal Volume in the same billing period in which the payment was received by the company. For points to be counted in the calculation, payment for the order must have been confirmed in the Partner program (by a Representative/Collection Point owner).


Why might a negative PV point balance appear?

On the first day of a new period, points are adjusted according to claims submitted in the previous period.


What is the New Representative Program?

This program helps new customers get to know the products, and fulfilling the conditions qualifies them to receive sets of popular products at super prices. You can learn more about the conditions of the New Representative Program here.


Why might a Customer not be able to go to the next step of the New Customer Program?

Summation of the New Representative Program takes into account not only paid orders, but also returns and understock. If a Representative returns products or makes an understock claim, then in the next period (after the claim is created), the amount of the return will be taken into account when going through the next step of the program.

For example, if a Representative returned 500 roubles worth of products in the current period, then to continue with the next step of the program in the next period, they must pay for orders in an amount no less than 3000 roubles (2500 roubles + 500 roubles).

More information about the conditions of the New Representative Program can be found here.


Can a Customer continue participating in the New Customer Program if they do not place orders in 2 periods?

Steps 2-9 must be completed and paid for consecutively in eight billing periods from the completion of the first step. The conditions for completing one step can be met with one or several orders. If a period is skipped, the participant is removed from the program.


What is a Your Bonus discount coupon and card?

Your Bonus cards or discount coupons are issued for the purchase of products from the main Faberlic catalogue during the period while the promotion was active. Such promotions will be announced several times a year. The received coupon (card) entitles the customer to the stated discount during the next period.


What are the conditions for adding Your Bonus cards (coupons) to an order?

Your Bonus cards or discount coupons are issued for the purchase of products from the main Faberlic catalogue during the period while the promotion was active. The promotion does not extend to product range outside the catalogue.


How do I use a Your Bonus card (coupon)?

A discount card (coupon) promotion starts working in the second step of order placement, in the Promo Discounts section. Orders with coupons must be paid. If an order with a coupon was paid for in the period when the catalogue promotion was announced, the discount can be used from the very first day of the next period. If an order with a coupon was paid for in the next period (after the catalogue coupon promotion was announced), the discount can be used starting on the next day.

FAQ