By Firdous® providing our customers with quality products we care about in the health, beauty & fashion industry!

FAQs


An update about COVID-19 and our services 

With the ongoing situation around COVID-19, we wanted to share an update with you. These are uncertain times, but we are sure about one thing: putting the health and safety of our team and our customers first is key.

We are doing everything we can to ensure the continued sanitisation of all our products and facilities. Our team is committed to staying healthy, and helping our customers stay healthy, too.

We apologize for any delays in getting your order to you. Production, new launches or shipping may be impacted by global issues beyond our control and cause a bit of a wait.

Our customer proposition means the world to us - we hope to maintain regular order shipments as best we can, and we appreciate your patience.

Stay well!

By Firdous®


Are By Firdous® brushes suitable for sensitive skin types?

Yes, all our brushes are made from synthetic fibres that are hypoallergenic and super soft to touch - the feel of our brushes is what sets them apart and makes them more desired by our customers and makeup artists.

Are By Firdous® makeup brushes cruelty free and vegan friendly?

Yes, making sure all our materials are ethically sourced is one of our core values - the leather we use is luxury in quality and feel but important of all, is also 100% pure PU leather only. The fibres used to make our brushes are made of high-quality synthetic fibres. That said, all our products are cruelty free and vegan friendly.

How do I maintain the condition of my By Firdous® makeup brushes and leather bag?

Although our current GoGetter Collection®  is based on a light colour palette we are pleased to confirm that the whole range is easy to maintain and nothing specific is required to maintain their condition.

Having said that, please look after your By Firdous® makeup brushes by using a good quality makeup brush cleaning solution or a gentle baby shampoo. Please let your By Firdous® makeup brushes air dry naturally, away from direct heat. To clean your By Firdous® luxury leather makeup bag we recommend that you use a soft damp cloth to clean as required to maintain its lux.

Is By Firdous® packaging FSC Certified?

Yes, all our product packaging specifically, packaging related to our By Firdous®  Beauty is part of the Premium Eco-Friendly Alliance and is FSC Certified. Our By Firdous® Jewellery is also FSC Certified General Eco-Friendly Packaging. 


Do you offer gift packaging at additional cost?

No, all our beauty products at present are sold with premium eco-friendly gift packaging - we created our packaging proposition with our customers’ needs in mind. Therefore, making all our products gift ready upon purchase.

What is your return policy?

At present we offer 14-day return policy - should you be unhappy with your purchase we will offer you a full refund and/or a replacement within 14-days of purchase. If you have any issues with your purchase, please do reach out to customer services and we will be more than happy to help.

You can contact customer services via email or via our business WhatsApp services for instant communication. Alternatively, you can "click" on the "Message Us" messenger icon, in the bottom left of your screen for instant chat:

Customer Services:
E:       info@byfirdous.com
WA:   +44 7377 671 626

How long will it take for me to receive my order?

For sales related to By Firdous® Beauty depends on your chosen delivery option - that said, all our By Firdous® Beauty orders are shipped via Royal Mail Tracked Services - please refer to our Shipping Policy for additional information:
All 1st Class 24-hour shipping within the UK should be received by recipient with 24-hours or next working day, after being dispatched. Please expect up to 3-5 working days for international shipping, outside of UK.

All 2nd Class 48-hour shipping should generally reach recipient within 48-hours or within 2-3 working days, after being dispatched. Please expect up to 5-8 working days for international shipping, outside of UK.

Any large contractual orders; collections can take up to 10 working days within UK and up to 15-20 working days for international orders.

Do you specialise in large contract orders?

Yes, alongside our online eCommerce platform we also work with many small-medium and large companies for contractual collaborations. If you are interested in discussing this further, please contact our sales department:

E:      sales@byfirdous.com
WA:  +44 7377 671 626

What are Cytoplan supplements?

Cytoplan supplements are scientific based health supplements dedicated to health professionals, their patients and clients - these supplements are like none on the market and offer a therapeutic nutrient dose. This in mind, a FREE 1-to-1 consultation will go live from from 24th January 2020 - clients, customers and patients whom receive a 1-to-1 plan of action and a list of recommended product/s will be entitled to an ongoing discount account that can be used to purchase your Cytoplan supplements from - this is solely in discretion of our Cytoplan Practitioner (Firdous) with the aim to help you optimise your long term health.

Please contact us via one of the below methods if you would like to find out more information on our exclusive practitioner account holder discount OR for a 1-to-1 consultation on your supplementation needs. 

E: health@byfirdous.com
WhatsApp Practitioner Chatline: +44 7377 671 626 

We also advise that those suffering from long term illnesses and expecting mothers to contact your regular medical health practitioner before commencing any supplementations to avoid any contraindications. Any consultations with our Cytoplan Practitioner (Firdous) should rule out any contraindications and red flags that need to be consulted with your medical practitioner before commencement of any suggested supplementation.

How do I receive an exclusive ongoing discount account for my Cytoplan supplements?

Only consulted clients, customers and future patients will be entitled to receive an ongoing discount account via an exclusive link - please contact our WhatsApp Cytoplan Practitioner Chatline for further information. Alternatively, please feel free to email our dedicated Cytoplan Practitioner via: health@byfirdous.com

How are Cytoplan Supplements fulfilled and shipped?

At present all orders over £25 come with free delivery and are shipped at present from our Cytoplan warehouse in Worcestershire, UK.

What materials do you use for your sustainable apparel, where is it sourced from and what garments are classed as sustainable within your range?

At present our sustainable apparel consists of organic unisex rise sweatshirts and cruise hoodies. We will also be introducing organic t-shirts and also organic children’s wear very soon; making our sustainable garments a guilt-free addition to your wardrobe. Live it green with sustainable apparel that not only embraces eco-friendly but is also stylish.  

The material mix is a ratio of: 85% organic combed ring-spun cotton and 15% recycled polyester.

The cotton used to make our organic sweatshirts is GOTS certified 100% organic cotton sourced from India. The recycled polyester is sourced from China – production mainly takes place in Bangladesh and to finish our garments off, our designs are printed at our partnering factory in Germany using the best technology within the fashion industry. We only use water based NeoPigment™ colours, which are environmentally friendly, non-toxic and resource-saving.

Will your apparel also have gift ready packaging?

Our manufacturing and printing sites are based globally - our garments undergo various stages of production. Most out apparel is printed at its finishing stage of production, with our printing sites based mainly in Germany and Czech Republic.

Each order is fulfilled only at point of sale and due to high volume of orders and to avoid shipping delays each order is shipped directly from our Europe printing sites to our customers in clear poly bags entailed within mailing bags – bundle garments will be shipped in card-board boxes. Therefore, by default our apparel will not come in gift ready packaging, unless requested.

Above said, there are exception for this; any products qualifying for additional gift/s will be shipped from our UK site and will most likely come with a gift ready packaging. Any collaboration products will also come gift ready, shipped form our UK site. These orders may, therefore, have addition delivery delays.

If you require gift packaging we would kindly request that you leave us a note at checkout under “additional notes” and/or to send our customer service team an email within one hour of placing an order with us, so that we can have your items redirected to our UK site for gift packaging. This process is not required for our beauty product.

What is the shipping ETA for your apparel?

We feel very strongly for our environment and therefore, like to avoid inventory wastage as much and where possible. Our garments are made and shipped on demand and therefore, under current pandemic please expect up to 4-7 working days for your item to be delivered. There are exceptions; such as busy periods, holiday season as well as pandemic lockdown restrictions which may add additional delays to your order.

Having said this, we strongly believe in offering all our customers an exceptional customer service experience and will do our up most to meet your expectations and get your chosen product delivered to you as quickly, efficiently and safely as possible. However, with the current pandemic in mind they may be additional delays out of our control.

Following each order, tracking details will be sent out via customer services and/or our courier/s. We strongly recommend you keep an eye out for these tracking details in order to track the status of your order. If you fail to receive these notifications, we would at first instance request you check your junk/spam email – failing this please email customer services.

Why do you no longer have By Firdous® Jewellery?

Our By Firdous® Jewellery initially had been manufactured in Italy with great care, using the best possible material; Certified Swarovski Crystals and GIA Approved Genuine Gemstones for each item to then be shipped to one of our partnering warehouse in NYC for production - due to COVID19, since November 2019 there had been many changes to international shipping affecting the delivery of our jewellery to our customers as well the availability of our chosen materials.

Following the lockdown in March 2020 and the changes predicted in our supply chain it was thought best by our senior team to regretfully withdraw our jewellery collection completely. We understand this may upset many of our customers but we can assure you that this was only to maintain our consumer quality and proposition guarantee.

When is By Firdous® APPAREL due to launch?

Due to delays relating to COVID19 at a pandemic scale, affecting all businesses we are having to delay our launch, mainly to adjust to national and international changes. With this in mind, we are predicting our apparel launch to take place mid/late April 2020. Please keep checking back, follow us on social media @byfirdous and/or subscribe to our mailing list to keep up to-date with any announcements.

How will COVID19 impact shipping?

Unfortunately, the impact of COVID19 has effected all individuals and businesses but we are working hard to keep these impacts to a minimum. Having said that, please expect a slight delay in all shipping until further notice.

All our orders usually require a signature - moving forward in light of new government policies relating to the '2 meter distant' we will only be taking a name as evidence of accepted delivery no physical signature should be attempted.

Who do I contact for PR, Marketing and Collaborations?

Please contact our sales team for any PR, Marketing and Collaborations related enquiries:
E:      sales@byfirdous.com
WA:  +44 7377 671 626

How does COVID19 affect collaborations?

We have been super blessed with a wide selection of our audience and influencers reaching out to act as advocates for our brand - nothing make us more happier than to build on our list of fans however, due the impacts of COVID19 at an economic level our senior team are having to revise our collaboration terms and conditions.

That said, from October 2020 all new collaboration request/s will have to be selected case by case and gifted collabs may no longer be accepted. We hope you can understand and respect our new collaboration policies and in return, we would like to introduce a new default collaboration policy, honouring a 50% discount for influences to try our products out. In addition a personal + sharing URL and discount code will exclusively be issued to each advocate/influencer selected. We would also be happy to remunerate successful brand advocates with exclusive By Firdous® Gift Cards.

How do By Firdous® Gift Cards work?

We are super please to introduce our new By Firdous® Gift Cards - the initial launch of our gift cards was to take place alongside our new apparel range but with unfortunate circumstances of COVID19 we felt it would be of great help to our customers if we bought this launch sooner. In order to help our customers we are extending our special offer; 30% OFF ALL digital gift cards from March 21st 2020 until December 31st 2020. These gift cards will have no expiry and great to either purchase in advance for yourselves or as a gift for your loved ones.

All our current gift cards are digital and will be emailed instantly upon purchase - we also have an option for all our gift cards to be added to Apple Wallet for ease of use for our customers. 

Please enter COVID30 at checkout to get 30% OFF ALL DIGITAL GIFT CARDS.

Are all By Firdous® Gift Cards digital?

The initial reason behind digital gift cards as espoused to physical gift cards was due to the lockdown and self isolation of COVID19 - in respecting that most gift cards may be purchased as gifts for dear loved ones, we believe it to be appropriate to be able to meet our current demand. Our digital gift cards can easily be sent across to your loved ones via email or other forms of technological platforms.

Above said, we are hoping to introduce physical gift cards in the near future. However, given the current pandemic situation we feel digital gift cards to be more appropriate and in demand.

How does the reward scheme at By Firdous® work?

Below is a break-down of how our “Points and Rewards” scheme benefits our members:

Referrals;

Advocate Reward
The reward issued to the advocate once the friend makes a purchase.

Friend Reward  
This is the reward that is given to the friend by the advocate. This reward should be used on their first order.

Advocates should be sent a unique URL link that can be issued to a friend - in an event where a URL link has been lost or not been issued, please contact customer services and we will be more than happy to get your unique URL link emailed out to you:

E:    info@byfirdous.com

Points 
5 points for every £1 spent; when each of our members receives 100 points, £2 off voucher will be issued for use on your next order.

Double Points
During periods of promotions double points may be available. However, these will be limited and also limited in duration. In order to not miss out we advise you subscribed to our mailing list and/or follow us on social media @byfirdous to keep up to date on our live promotions.

Registered Members will also be rewarded “birthday perks” and occasional alternate rewards.

SIGN UP > EARN POINTS > GET REWARDED

REFER A FRIEND > BOTH FRIEND AND ADVOCATE GET REWARDED

What are your business hours?

Our business hours are:
Mon-Thursday: 9-5 PM
Friday: 9-4 PM
Weekend and Bank-holidays: Closed

Any enquiries outside of these hours will be responded to; the next working day or within 72 hours.

This does not affect our general sales site and purchase site should be available to customers 24/7.