FAQ
1. Do you keep my information？
When permission is granted, Fluffara.com saves account information when the user elects to create an account. Without this granted permission, information is not stored or saved except to process a submitted order with the pertinent information, i.e. billing and shipping delivery information and the ordered products. Fluffara.com does not keep credit card information.
2. Are your products cruelty-free?
Yes, all of our products are cruelty-free. We do not test our products or ingredients on animals and we do not retail in any country that requires animal testing.
3. How does xxx keep their prices low and provide high quality?
We value quality instead of expensive advertising. We do not create expensive print or tv advertising with models or celebrities, instead we invest in the development of high-quality, innovative products at a constant level. We prove every day that trend awareness and excellent quality is not a question of price.
4. Why has my favorite product been discontinued?
We are so sorry for the disappointment. Due to the vast array we are unable to keep all products in our line up. But we’d love to hear from you about your favorite item. Please send email to support@fluffara.com and let us know what product you are looking for. You never know what you may see in the future.
5. How safe is online shopping with Fluffara?
It's safer than ever! We use one of the most secure online ordering systems and are constantly improving our software to make sure we offer the highest possible security at all times. In fact, Fluffara uses high level SSL encryption technology, the most advanced security software currently available for online transactions.
6. Can I change my order?
Unfortunately not, however, if you no longer want your order, you can return it to us to receive a refund. Click here to read our Returns Policy.
7. What happens if the product I've ordered isn't in stock?
Whilst our system is cleverly designed to ensure that stock levels are always accurate, and that products ordered are available - sometimes it can make a mistake, it's only sometimes and we'll work hard to make sure that it doesn't happen again. If this has happened with your order, we're sorry, we will contact you by email to let you know your options and find out what you would like to do.
8. Will I have to pay customs and/or import charges?
Unfortunately, we have no control over these charges, and can't tell you what the cost would be, as customs policies and import duties vary widely from country to country. A good idea is to contact your local customs office for current charges before you order, so you are not surprised by charges you weren't expecting. You will be responsible for providing any information required by customs to ensure the goods are cleared. Please note that we are unable to refund any duty paid on items returned to us that are faulty or unsuitable.
9. Where my purchase is shipped from？
Shanghai, China
10. How do I track my orders？
- Login to your Fluffara account.
- Click Track My Shipment next to the order status.
- If you don't see Track My Shipment, your order is still processing!
11. How long does it take for my order to arrive？
Different delivery addresses require different time. We will choose the best delivery address and delivery method.
*Note: Please note that orders placed during sales or other peak periods may experience a slight delay in processing time due to large quantities. But don't worry, we'll do our best to get your goodies into your hands as soon as possible.
For more information, click here to read our Shipping Policy.
12. My parcel is missing - what do I do?
If you have yet to receive your parcel, we're sorry. Check with your neighbors first to see if they've signed for your parcel. If you're still not able to locate your parcel, don't worry, contact us on customer services and we'll help you.
13. I have received my order, but I have some questions on how to contact you?
For all enquiries please email support@fluffara.com
14. How do I make a complaint?
We try to make sure that you're happy with all of the services we provide at xxx, in the event that you need to complain, email support@fluffara.com and we'll do our best to make you happy again!
15. What if my return items gets lost on the way to you?
If for some reason you do not receive your refund, it may be possible that we never received your return. We would always advise to get a proof of postage when returning items. Please contact our customer service team who can look into this for you support@fluffara.com
16. When will I receive my refund?
Depending on how fast your postman is, it can take up to 10-20 days for your returned parcel to reach us. Once we have received your parcel we will refund your order as quickly as we can. Payment will be refunded within 30 days, most cases this will be sooner. (Please note that refund times are dictated by your card issuer and are outside our control)