Frequently Asked Questions
I haven't received my order, who should I call?
If you have any delivery enquiries relating to your delivery or order, please contact us via email on email@example.com or on +971 5 2788 2788. We will try to respond as soon as possible and in any case within 48 hours.
What is your returns policy?
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.
What if I included the wrong address?
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.
Which countries does Powder deliver to?
Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout. You can learn more about our shipping terms and free delivery thresholds on the Delivery Information page.
How do I qualify for free delivery?
Orders over the value of 200 AED/SAR (or equivalent) qualify for free delivery throughout the GCC.
How long will my order take to reach me?
Orders are generally processed and dispatched within 1 working day. Orders received on a weekend or public holiday will be dispatched the next working day. Delivery times are estimates and not guaranteed, and may take longer if the shipping address is remote, during national holidays and under other circumstances. For more information, please read our Delivery Information.
My package is late and hasn’t arrived yet, who should I contact?
If you have not received your package by the estimated delivery date, please send us an email with your order details to firstname.lastname@example.org. 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.
Are your products authentic?
Our products are always 100% authentic and fully registered with the Government of the UAE. If you have any concerns, please Contact Us.
The product I want is out of stock, what happens now?
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.
Do you offer samples?
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.
Can I request specific samples?
To request specific samples, please email us at email@example.com at time of purchase with your order details and we will do our best to process your request but this cannot be guaranteed.
I am allergic to certain ingredients, are you able to provide a list of ingredients?
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.
I tried one of your products and it broke me out!
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 firstname.lastname@example.org.
Website and Payments
How am I protected on your website?
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 email.
Do you store my personal information?
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@example.com.
Why register an account with Powder?
Once registered, you can check your order status, order history, 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.
Which payment methods do you accept?
We accept Credit/Debit card payment online and Cash on Delivery in the UAE and Saudi Arabia. We also offer Buy Now Pay Later with Tabby - see more below.
Do you accept cash on delivery?
We accept Cash on Delivery (COD) for orders shipped to the UAE and Saudi Arabia.
Is payment using credit/debit cards safe?
Your security is very important to us. Our payments partner, Stripe, is certified to the highest 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. Stripe does not store your credit card information.
What is Tabby?
Tabby offers safe, simple and convenient payment options that allow you to buy the things you love now, and pay later, interest-free.
Tabby payments are available to our customers in the UAE, Saudi Arabia, Qatar and Kuwait.
How does it work?
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.
Why is my national ID required?
Tabby requests your ID the first time you register. It helps them verify that it’s really you who’s signing up, and not someone else. Rest assured, they keep all your information safe and secure with bank-level security measures and 128-bit encryption.
Are there any fees on using Tabby?
As long as you are making payments on time, Tabby does not charge any interest or additional fees.
Why wasn't I approved?
Tabby may not approve your application due to one of the following reasons:
– They 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.
How do I make a payment?
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.
I want to cancel my order. What do I do?
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.
How do I unsubscribe to your emails?
You can do this in one of two ways; press the unsubscribe link at the bottom of our email or email us on firstname.lastname@example.org with subject title ‘unsubscribe’.
Where are your stores located?
We are currently an online beauty and skincare company and do not have a physical store location.
How can I contact you?
Please contact us via email on email@example.com or on +971 5 2788 2788.
I have a complaint, who should I speak to?
Please contact us via email on firstname.lastname@example.org or on +971 5 2788 2788.
We'd love to hear from you.
Have specific questions about your order, or a general enquiry we haven't answered?