Frequently asked questions
CUSTOMER SERVICE AND HOURS OF OPERATION
Our hours of operation are from Monday to Friday 9 AM – 6 PM EST.
For customer service inquiries, please use our contact form.
WHAT IS YOUR RETURN POLICY?
You may return your unused product(s) within 30 days of your purchase.
- Full returns must include all products shipped, including any gift with purchase, promotional products or samples.
- It is mandatory that items are returned new and wrapped and sealed with clear plastic.
- Only products purchased through www.us.filorga.com/ may be returned.
- Please note, original shipping and handling fees, if any, are non-refundable.
We ask that you please contact us with your name, address, phone number, and provide the product name to be returned with the reason for the return as well as your online order number so that we may expedite the process for you or you can download the return form HERE.
Once your return is processed, you will receive a refund for the amount paid for the returned item back to the original method of payment.
FILORGA does not provide return labels and is not responsible for return shipping fees or lost returns. You are responsible for shipping your return back, please obtain a tracking number for your records.
Our product return location is:
FILORGA Americas 429 Lenox Avenue, Miami Beach, FL 33139
Items may not be returned and will not be refunded 30 days after the purchase date.
HOW CAN I RECEIVE FREE SAMPLES?
We reserve our test samples to our online customers.
A set of 3 free samples* will automatically be added to your package with every online order. We regret to inform you that you cannot select individual samples.
* subject to availability
HOW DO I TRACK MY PACKAGE?
You will receive a confirmation e-mail once your order has been confirmed and is ready to be prepared. Once shipped, you will receive a shipping confirmation email with a tracking number. You can also check the progress of your order in the My orders section of your customer account or click on this link to track your package.
MY PROMOTIONAL CODE DOESN’T WORK
Make sure you entered your code properly, including numbers and special characters. Please also check spelling, the expiration date, and exclusions.
If the code still doesn’t work, you can contact our customer service team for assistance via our Contact Form.
HOW DO I CHANGE OR CANCEL MY ORDER?
Before confirming your payment details, you can edit or cancel your order on the “Your shopping cart” page during the order confirmation step.
In order to guarantee the shortest delivery times possible, we are unable to cancel or modify an order after it has been submitted.
Once an order confirmation is received it means your order is being processed.
You can return all or part of your order once it has been delivered. Please refer to our policy in the Returns & Refunds section.