HELP & FAQS
Frequently Asked Questions
Whether you discovered us through a beauty tutorial on social media or simply stumbled across our website while searching for your next favorite product — we're glad you're here. At FV, we believe in full transparency and are always happy to share more about what goes into our products, how we run our brand, and what makes us different.
Below you'll find answers to the questions we hear most, covering everything from ingredient safety and product quality to shipping, orders, and more. If you don't find what you're looking for, our customer service team is just a message away.
Products
1. Is FV cruelty-free?
Absolutely. FV is a 100% cruelty-free brand — we never test on animals, and we never will. Our entire cosmetics and personal care range is certified under the internationally recognized Cruelty Free International Leaping Bunny Programme.
Cruelty Free International has been at the forefront of the anti-animal-testing movement for over a century. Founded in 1898, the organization has played a pivotal role in saving countless animals from laboratory testing and continues to advocate for humane alternatives worldwide.
We're proud to have earned the Leaping Bunny certification, which verifies that no animal testing occurs at any stage of our product development. To learn more about our commitment, visit our Cruelty Free page.
2. Is FV vegan?
More than 90% of FV's product lineup is fully vegan. We formulate our cosmetics without over 1,700 potentially concerning ingredients, prioritizing clean and conscious beauty.
Vegan beauty products are free from any animal-derived components — no honey, beeswax, collagen, gelatin, carmine, or other animal by-products. Instead, we use carefully selected plant-based or synthetic alternatives that deliver the same performance you expect.
Want to confirm a specific item is vegan? Each product page on our site includes a complete ingredient list, and vegan products are clearly labeled in the product details section.
3. Does FV comply with FDA regulations?
Consumer safety is at the core of everything we do. FV develops products that are free from carcinogens and toxic substances, and we follow the regulatory guidelines set by the U.S. Food and Drug Administration (FDA) as well as other global authorities.
The FDA sets critical standards ensuring that cosmetics are safe for use, accurately labeled, and truthfully marketed. We take these requirements seriously — every FV product page provides a full ingredient disclosure, and our packaging includes the same transparency.
Beyond FDA compliance, we maintain an extensive restricted-ingredient list of over 1,700 substances that we intentionally exclude from our formulations, giving you extra confidence in every purchase.
4. Are FV products safe for my skin?
Skin sensitivity varies from person to person, so we always recommend reviewing the ingredient list before trying a new product to make sure it's right for your individual needs.
FV follows a comprehensive set of global safety standards, including those established by the U.S. FDA, the EU Cosmetic Products Regulation (EUCR), the GCC Standardization Organization (GSO), and the Mexican General Health Law (GHL), among others.
Our formulas are developed without carcinogenic or toxic materials, and we exclude more than 1,700 potentially harmful ingredients. Every product also undergoes rigorous third-party testing by internationally recognized labs such as SGS and Intertek before it reaches you.
5. Can I trust FV as a brand?
Trust is something we work to earn every day. FV was founded as an independent beauty brand with a clear mission: deliver high-quality products at honest prices while maintaining full transparency with our community.
We openly disclose all ingredients — including fragrances and potential allergens — on both our product packaging and our website. No hidden formulations, no vague claims.
For your peace of mind, we offer secure checkout options (credit/debit cards and PayPal) and stand behind our products with a clear Refund Policy. If anything isn't right, our Customer Support team is ready to help.
To get in touch, simply provide your name, email, and a description of your inquiry. If your question relates to an existing order, please include your order number so we can assist you faster. Our team aims to respond within one business day.
6. Are FV products suitable for sensitive or allergy-prone skin?
Every FV product is quality-tested before launch. However, since individual skin sensitivities can differ greatly, we can't guarantee that every product will be suitable for everyone.
Allergies are highly personal — even commonly used ingredients may trigger reactions in certain individuals. That's why we make it easy to review the full ingredient list for any product directly on its page. Simply search for the product name on our website, and you'll find everything clearly laid out.
If you have a history of specific allergies, we recommend performing a patch test before applying a new product more broadly.
7. Does FV use sulfates or parabens in its products?
The vast majority of our cosmetics are formulated without parabens. Parabens are synthetic preservatives commonly used to extend shelf life by inhibiting bacterial growth — and we've chosen to avoid them wherever possible.
Fewer than 2% of our products contain parabens or sulfates, and these are only included when they're essential for product performance and stability. Even in these cases, every formula goes through strict quality and safety testing before launch.
We believe in full transparency: complete ingredient lists are published on every product page. If you have any concerns about specific ingredients, we encourage you to check there first or reach out to our support team.
8. Is FV considered a "clean beauty" brand?
Clean beauty means different things to different people, but at its core, it's about creating products that are safe, ethical, and consciously formulated — free from unnecessary harmful chemicals and never tested on animals.
FV meets and often exceeds these expectations. We comply with strict FDA and EU cosmetic regulations, conduct independent third-party inspections, and maintain our cruelty-free commitment. On top of that, we've banned over 1,700 potentially harmful ingredients and proactively restricted more than 40 controversial substances beyond what regulations require.
We're continuously raising the bar — our goal is to set a new standard for what clean beauty can be, and we update our restricted-ingredient list regularly to stay ahead of emerging research.
9. What quality standards do FV products meet?
Every FV product goes through comprehensive quality testing before it's made available to customers. We comply with major global cosmetic safety regulations, including FDA standards and EU Cosmetic Regulation (EC) No 1223/2009.
We're committed to producing high-quality cosmetics that are cruelty-free and gentle on your skin. All ingredients are carefully selected, thoroughly tested, and fully disclosed. If you ever have questions or concerns about a product, our customer service team is just a message away.
10. How do I find the expiration date on FV products?
The majority of our products are designed to remain stable and effective for at least three years when stored unopened. Once opened, look for the "PAO" (Period After Opening) symbol on the packaging — it tells you how many months the product stays safe to use.
If you notice any change in color, scent, or texture within the PAO period, please stop using the product and contact us. For items with a shelf life of 30 months or less, a specific expiration date is printed directly on the packaging.
11. Where can I find the volume or weight of a product?
The net volume or weight of each product is printed on its packaging. If you're unable to locate this information, feel free to reach out to our Customer Service team and we'll be happy to help.
Website
1. Are FV products good quality?
Quality is non-negotiable for us. Every FV product is designed to be safe, gentle, and effective, and each one goes through thorough quality testing before it becomes available for purchase.
Beyond meeting FDA requirements, our cosmetics also comply with the EU Cosmetic Products Regulation (EUCR), GCC Standardization Organization (GSO), Mexican General Health Law (GHL), and other international standards.
We further validate our products through independent third-party testing conducted by globally recognized organizations like SGS and Intertek, so you can feel confident in every item you buy.
2. Is FV an ethical brand?
Ethics are central to how FV operates. We've been cruelty-free from day one and are proud to be certified by the Cruelty Free International Leaping Bunny Programme.
We hold our manufacturing partners to the same high standards. Every potential supplier goes through a rigorous evaluation process — we assess their R&D capabilities, production facilities, quality control systems, and overall management practices before entering into any partnership.
Our manufacturing network includes some of the world's leading beauty factories, trusted by major international brands. These partners hold SA8000, BSCI, and SMETA certifications, which verify fair treatment of workers, prohibition of forced and child labor, safe working conditions, and fair compensation.
3. How can I collaborate with FV?
We're always open to meaningful partnerships. Here's how to reach us depending on the type of collaboration:
Social media / influencer collaborations: Please email Influencer@fvmakeup.com
Wholesale inquiries: Please email Sale@fvmakeup.com
Supplier partnerships: Email our customer service team with a brief introduction of your company, including product categories, current brand partners, factory scale, and any relevant certifications.
4. How do I unsubscribe from FV promotional emails?
You'll find an "Unsubscribe" link at the bottom of every promotional email we send — simply click it to opt out. Alternatively, you can contact our customer service team and we'll process your request promptly.
5. Does FV offer free gifts or samples?
At this time, FV does not offer free gifts or samples. However, we regularly run special promotions and giveaways on our social media channels — follow us to stay in the loop so you don't miss out.
6. Where are FV products manufactured?
Most FV products are manufactured in China, working with carefully vetted production partners who meet our strict requirements for quality, ethical labor practices, and social responsibility. These same factories also produce for many well-known international beauty brands.
Our raw ingredients are thoughtfully sourced from Europe, Japan, the U.S., and Canada, and we partner with top-tier global chemical suppliers — including names like Dow Corning, BASF, and Merck — to ensure the highest standards in every formula.
Orders & Purchase
1. How do I place an order on the FV website?
Placing an order is quick and easy. Here's how:
Step 1. Browse our collection and add your favorite items to the shopping cart.
Step 2. Once you've selected everything you need, proceed to checkout.
Step 3. Log in to your FV account (or create one if you're new).
Step 4. Enter your shipping address and billing details.
Step 5. Choose your payment method and click "Place Order" to complete your purchase.
2. What payment methods does FV accept?
We currently accept PayPal and major credit/debit cards (Visa, Mastercard, etc.). All transactions are processed through secure, encrypted payment systems to protect your information.
3. Can I pay with cash on delivery?
Unfortunately, we do not support cash on delivery (COD) at this time. All orders must be paid for online via our accepted payment methods during checkout.
4. My payment was declined. What should I do?
If your payment doesn't go through, we recommend trying a different payment method or double-checking that your card details are correct. If the issue persists, please contact your bank or card issuer for further assistance.
5. Does FV ship to my country?
We ship to a wide range of countries worldwide, including but not limited to:
Europe: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom
Americas: Canada, Chile, Colombia, Mexico, Peru, United States
Middle East & Africa: Bahrain, Egypt, Ethiopia, Ghana, Israel, Jordan, Kenya, Kuwait, Lebanon, Morocco, Nigeria, Oman, Qatar, Saudi Arabia, South Africa, Tanzania, Uganda, Ukraine, United Arab Emirates
Asia-Pacific: Australia, Japan, Kazakhstan, Malaysia, New Zealand, Philippines, Singapore, South Korea, Taiwan, Thailand
For the most up-to-date list and detailed shipping information, please visit our Shipping Info page.
6. My tracking shows "delivered" but I haven't received my order. What should I do?
First, please check your mailbox thoroughly and ask your neighbors or building reception if they may have accepted the package on your behalf. If you still can't locate it, contact the shipping carrier directly using your tracking number.
If the carrier is unable to help, reach out to our Customer Support team and we'll work with you to resolve the situation.
7. How long will it take to receive my order?
Orders typically require a few days for processing and preparation before shipment. Once shipped, delivery generally takes 5 to 23 business days depending on your location.
For more specific delivery estimates by region, please check our Shipping Info page.
8. Why isn't my tracking information updating?
For international shipments, tracking updates may not appear in your local courier's system until the package has cleared customs and entered your country's delivery network. If your order is still within the estimated delivery window, we appreciate your patience.
Once customs processing is complete, you should see regular tracking updates. If your order has exceeded the expected delivery time with no updates, please contact the shipping carrier or our Customer Support team for assistance.
9. Can I schedule my delivery for a specific date or time?
Unfortunately, we're unable to guarantee delivery on a specific date or time. Delivery timelines depend on processing speed, shipping distance, and local courier schedules. We recommend checking our Shipping Info page for the most accurate delivery estimates for your region before placing your order.
10. Why did my package get "Returned to Sender"?
A "Return to Sender" status typically means the shipping address was incomplete or incorrect, or the courier was unable to access the delivery location (e.g., gated community, no safe drop-off point).
If you see this status on your tracking, please contact our support team right away. We can arrange a reshipment or issue a refund. If requesting a reshipment, please double-check and provide your correct delivery address.
11. Does FV ship to APO/FPO/DPO or PO Box addresses?
At this time, FV is unable to ship to APO, FPO, DPO, or PO Box addresses. Please provide a standard residential or business address for delivery. For full shipping details, visit our Shipping Info page.
12. Can I return or exchange products purchased from FV?
Due to the personal nature of cosmetics and hair care products, we are unable to accept returns or exchanges for these items on our website.
However, FV hair appliances (such as styling tools) come with a 45-day return policy for a full refund (excluding shipping costs; return shipping is the customer's responsibility). All hair appliances also include a one-year warranty.
Your satisfaction matters to us. If you receive a damaged or defective item, we'll do our best to resolve the issue. Please refer to our Refund Policy for complete details.
13. I received an incorrect or defective item. What should I do?
We're sorry for the inconvenience. Please reach out to our Customer Service team as soon as possible. To help us resolve the issue quickly, please have your order number and clear photos of the incorrect or defective item(s) ready when you contact us.
We'll review your case and work with you to find the best solution — whether that's a replacement or a refund.
