Frequently Asked Questions (FAQ)
1. About Our Products
Q: Are FTV Skincare products Australian-made?
A: Yes! We take pride in being an Australian-made and owned brand. Our products are formulated and manufactured in Australia to ensure the highest standards of quality and effectiveness.
Q: Are your products suitable for all skin types?
A: Absolutely! Our products are designed for all skin types, including sensitive, dry, oily, and combination skin. Each formula is dermatologist-tested to ensure safety, effectiveness, and skin compatibility.
Q: Do you test on animals?
A: No, we are a cruelty-free brand. We do not test on animals, and our products are developed with ethical and responsible skincare practices.
Q: What ingredients do you use in your products?
A: Our skincare range is infused with natural botanical extracts, vitamins, antioxidants, and scientifically advanced actives to nourish, hydrate, and protect your skin. Each ingredient is carefully selected for maximum efficacy and safety.
Q: Are your products free from harsh chemicals?
A: Yes, all our formulations are free from parabens, sulfates, artificial fragrances, and harsh chemicals, ensuring your skin receives only the best care.
2. Orders & Payments
Q: What payment methods do you accept?
A: We accept all major credit/debit cards, PayPal, and Afterpay (where available). Secure payment options ensure a safe and seamless shopping experience.
Q: Can I modify or cancel my order after placing it?
A: We process orders quickly, so modifications or cancellations may not always be possible. Please contact us immediately at info@ftvskincare.com, and we’ll do our best to assist you.
3. Shipping & Delivery
Q: Do you offer international shipping?
A: Yes! We ship worldwide 🌎. International shipping costs and delivery times vary by location and will be calculated at checkout.
Q: How long does shipping take?
A:
- Australia: Standard (2-5 business days) | Express (2-3 business days)
- International: Delivery times vary depending on the country but typically range from 3-10 business days.
Shipping times may vary based on location and external factors.
Q: How can I track my order?
A: Once your order is shipped, you’ll receive an email with a tracking number to monitor your package in real time.
Q: Are there customs fees for international orders?
A: International orders may be subject to customs duties and taxes imposed by the destination country. These fees are the responsibility of the customer.
4. Returns & Refunds
Q: What is your return and refund policy?
A: We offer a 14-day return policy for unused, unopened products in their original packaging. Please refer to our Return & Refund Policy for more details.
Q: What should I do if I receive a damaged or incorrect product?
A: We sincerely apologize for any inconvenience! Please email us at info@ftvskincare.com within 48 hours of receiving your order, along with photos of the issue, and we’ll assist you with a replacement or refund.
5. Subscriptions & SMS Notifications
Q: Do you offer a subscription service for skincare products?
A: Yes! Our auto-replenishment subscription ensures you never run out of your favourite skincare products. Subscribe and enjoy exclusive discounts and priority shipping.
Q: Can I sign up for SMS notifications?
A: Yes! Sign up for SMS updates to receive order confirmations, shipping updates, and exclusive VIP offers straight to your phone. Simply opt-in at checkout or on our website.
Q: How do I unsubscribe from SMS notifications?
A: You can unsubscribe anytime by replying STOP to any of our messages, or contact us at info@ftvskincare.com for assistance.
6. Account & Customer Support
Q: Do I need to create an account to place an order?
A: No, you can checkout as a guest. However, creating an account allows you to track orders, save your shipping details, and receive special offers.
Q: How do I contact customer service?
A: You can reach us at:
📧 Email: info@ftvskincare.com
💬 Live Chat: Available on our website during business hours
7. Promotions & Loyalty Program
Q: Do you offer discounts or promo codes?
A: Yes! Sign up for our email & SMS list to receive exclusive discounts, early access to sales, and VIP-only promotions.
Q: Do you have a rewards or loyalty program?
A: We are working on launching a loyalty program where customers can earn points for purchases, referrals, and social media engagement. Stay tuned!
Still Have Questions?
If your question isn’t listed here, feel free to contact us at 📧 info@ftvskincare.com, and our team will be happy to assist you!