Frequently Asked Questions
Frequently Asked Questions
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.
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.
From time to time, some of our products may be temporarily out of stock. Please contact us at [email protected] and we will let you know when it will be back in stock. 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.
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.ae. 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.
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.
We are currently an online beauty and skincare company and do not have a physical store location.