FAQ

Frequently Asked Questions

Frequently Asked Questions

Have any questions we didn’t answer below? Contact us anytime and we would be happy to help.

Orders

If you have any delivery enquiries relating to your delivery or order, please contact us via email on [email protected] or on +971 5 2788 2788. We will try to respond as soon as possible and in any case within 48 hours.

If for any reason you are not satisfied with your purchase, we can arrange a replacement in certain circumstances. We only offer a full refund for defective items or items received in error. Please read our Returns and Replacements policy for details.

That’s okay. When you place an order with Powder, our delivery courier will contact you to verify the delivery address and your chosen delivery time slot so there an opportunity for you to correct your address.

Delivery

We currently ship within the UAE and in the GCC to Bahrain, the Kingdom of Saudi Arabia, Kuwait, and Oman.

Currently Powder ships within the UAE and to Bahrain, the Kingdom of Saudi Arabia, Kuwait, and Oman.

Orders above AED 100 in the UAE, SAR 100 in Saudi Arabia and over $250 in the rest of the GCC ship for free so go ahead and treat yourself!

Orders in the UAE to Dubai, Abu Dhabi and Sharjah are generally dispatched within 1 working day although this may take longer during national holidays and under some circumstances. Delivery to remote areas may take a day or two longer than standard estimates. Orders received on a non-working day will be dispatched the next working day. For international deliveries, this will depend on the country and shipping option selected at check-out. For more information, please read our Delivery Information.

If you have not received your package by the estimated delivery date, please send us an email with your order details to [email protected] We will try to respond as soon as possible and in any case within 48 hours. You can also send us a WhatsApp or call us on +971 5 2788 2788 and we will respond as soon as we can.

Products

Our products are always 100% authentic and fully registered with the government of Dubai. If you have any concerns, please contact us.

From time to time, some of our products may be temporarily out of stock. Please enter your email address to join the waitlist and you will receive an email as soon as the product is back in stock! To ensure that you don’t miss this email, please add [email protected] to your Safe Senders list!

In the event that you have placed an order with us but the product is already out of stock, a member of our team will contact you to discuss exchange or refund.

We include samples for all of our customers. These are subject to availability, but we understand that it is really important to try a product before committing to buying it. We are currently unable to allow our customers to choose their samples on the site however if you would like to try a product in particular, please email us and we will see what we can do. Some of our smaller, more niche brands do not make samples because of the expensive production costs, but wherever they do we endeavor to offer them to our customers.

To request specific samples, please email us [email protected] at time of purchase with your order details and we will do our best to process your request but this cannot be guaranteed.

We provide a complete list of ingredients for each product on the product page. We encourage you to check the list for ingredients that you are sensitive to. Even though we provide a full ingredients list, we cannot guarantee an allergy free environment.

We are sorry to hear that you have had a bad experience. Unfortunately, not all products will have the same effect on different people. All of our products are registered with Dubai Municipality and compliant with UAE and international standards.

 

We highly recommend that you perform a patch test with a product sample on your arm to check whether or not you have a reaction prior to using on your face.   We also encourage you to use our sample service to try new products for the first time. It is true that many products you just need to explore for yourself, which is why patch testing and staggered introduction of new products is so important. For all of our products on Powder, we also provide a full list of ingredients and recommend that you read these carefully before buying. Additionally, please feel free to contact us if you have any questions and would like to speak to us on [email protected]

Website and Payments

Powder uses industry-standard Secure Sockets Layer (“SSL”) authentication to guarantee the confidentiality of online transactions made on our site. SSL authentication and encryption of the information that you send to us over the Internet help protect your online transaction information from third party interception.

We never display your full credit card number once it has been entered. We will only reveal the last four digits of your credit card for verification purposes.

We also urge you to protect your own privacy. We recommend that you do not share your password with anyone or share your password in an unsolicited phone call or e-mail.

When you make a purchase on Powder, you will have to provide your billing address, phone number, delivery address, and credit card information. By making a purchase, you become a registered user of Powder. You can choose to store the information required to make a purchase, such as your credit card number, shipping and billing addresses in Your Account Dashboard. You can access this section using your registration password. For help on account-related issues, please email [email protected]

Once registered, you can check your order status, order history, collect PowderPoints to redeem against future orders, and manage your account. Each time you visit, sign in by clicking on the My Account link on the top right corner. This will give you access to your account, including your shopping list, while you are browsing and shopping. You can save items in your shopping basket for the next time you visit online. The same items will reappear the next time you sign in.

We accept Credit/Debit card payment online and Cash on Delivery in the UAE and Saudi Arabia. Please note that Cash on Delivery payment for orders in Saudi Arabia will incur a 25 SAR processing fee.

We accept Cash on on Delivery for orders shipped to the UAE and Kuwait. You can also pay by credit card when your order arrived however please note that credit card payments will incur a 2.5% fee which will be added to your total bill at time of payment. Please note that orders above 1,000 AED (or equivalent) will not be eligible for Cash on Delivery payment and must be paid in advance either via credit card or Tabby.

Your security is very important to us. Our payments partner, Amazon Payment Services, is certified to the latest Payment Card Industry Data Security Standard (PCI DSS) standards and is guided by widely accepted set of policies and procedures intended to optimize the security of credit, debit and cash card transactions and protect cardholders against misuse of their personal information.

Tabby

Tabby offers safe, simple and convenient payment options that allow you to buy the things you love now, and pay later, interest-free.

Easy, you simply apply for tabby at a partner store checkout and confirm your purchase with a 4-digit SMS PIN sent to your mobile.

We ask for your ID the first time you register with tabby. It helps us verify that it’s really you who’s signing up, and not someone else. Rest assured, we keep all your information safe and secure with bank-level security measures and 128-bit encryption.

As long as you are making payments on time, we do not charge any interest or additional fees.

tabby may not approve your application due to one of the following reasons:

– We were not able to verify your identity.
– You may have missed a required field at the checkout, such as your full delivery address.
– You may have outstanding payments on previous tabby invoices.
– You may want to place an order for a smaller amount.

For further information, please contact Tabby directly.

tabby is committed to responsible spending which is why every purchase is carefully considered before approvals. You will receive regular reminders before any due payments to avoid missing them. If tabby is unable to collect payments on the scheduled day, you will no longer be able to make purchases with tabby until dues are paid. Late fees vary by country:

  • UAE: A late fee of 15 AED is charged 15 days after the order was delivered. If you have not repaid for another two weeks, an additional late fee of 30 AED is applied, and in 4 weeks after your initial due date, another 60 AED.
  • Saudi Arabia: A late fee of 15 SAR is charged 15 days after the order was delivered. If you have not repaid for another two weeks, an additional late fee of 30 SAR is applied, and in 4 weeks after your initial due date, another 60 SAR.
  • Kuwait: A late fee of 1.25 KWD is charged 15 days after the order was delivered. If you have not repaid for another two weeks, an additional late fee of 2.5 KWD is applied, and in 4 weeks after your initial due date, another 5 KWD.
  • Bahrain: A late fee of 1.5 BHD is charged 15 days after the order was delivered. If you have not repaid for another two weeks, an additional late fee of 3 BHD is applied, and in 4 weeks after your initial due date, another 6 BHD.

You can pay for your purchases whenever you want before the due date. Simply log into your Tabby account and make a secure payment with either a debit or credit card. Payment information is processed securely by Tabby. All transactions take place via secure connections, protected with the latest industry standard security protocols. At the moment, payments cannot be made by telephone or bank transfer.

If you would like to return or cancel your order, please contact the store where you made your purchase directly. Your payment, if any, will still go through unless the store informs us otherwise. To note, any payments made to tabby will be directly refunded to your card once the store accepts your return.

Your privacy and security are very important to us, and our solution is designed to prevent unauthorized use and protect your personal information. We use security measures including computer safeguards and secured files. We also maintain other physical, electronic and procedural safeguards to protect your information and we limit access to sensitive information to those employees for whom access is appropriate.

Other

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We are currently an online beauty and skincare company and do not have a physical store location.

Please contact us via email on [email protected] or on +971 5 2788 2788.

Please contact us via email on customerca[email protected] or on +971 5 2788 2788.

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