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| ANSWERS TO QUESTIONS THAT OUR USERS ASK MOST OFTEN |
Decleor Skin Care Products, Guinot Beauty Treatments, Cellex-C Anti-Aging Formulas, Cosmetics , All Natural Plant Based
Ingredients, Aromatherapy and Phytotherapy Skin Care
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| ANSWERS TO QUESTIONS THAT OUR USERS ASK MOST OFTEN |
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| QUESTIONS: 1. Do you have product samples and catalogs available, and what are the costs ? Answer 2. How do you ship, what is the estimated cost, and how long before I receive my products after I place my order ? Answer 3. I have heard of Credit Card information being compromised over the Internet. Why should I trust that your Web Site is safe with my personal data ? Answer 4. Why do you accept only Visa and MasterCard Credit Cards, and is there any other method of payment available if I don't have one ? Answer 5. Do you "Guarantee" your products and what are the details of your return Policy. ? Answer 6. Do I need to fill out the order form to consult with your Aestheticians and staff ? Answer 7. Why don't you have a Toll-Free order line to speak with your staff and to place orders? Answer 8. Why don't you currently offer a "shopping cart" environment like some other sites that automatically process my order. Why do I have to enter the products manually? Answer 9. Who is responsible for the Customs Laws and Fees of any particular Country, and are there any problem areas in general that I should know about ? Answer |
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ANSWER #1 - Generally speaking, we do not provide Product Catalogs. For the most part, this is because they are allocated to our Clinic. Decleor and Guinot supply us with a specific number...not nearly enough for the thousands who visit our Site each week. Also, new products are introduced so fast, print material is out of date by the time it's released.....and the contents are not as extensive as this Site, for example, catalogs don't even show prices. We post new products to our Web Site immediately, there is no better source for complete and accurate product information. As regards samples, Guinot, Cellex-C and Decleor allocate a limited amount of samples for use at our Clinic, based on our sales at that location. They simply do not provide enough to meet the demand of the thousands of people who visit our Site weekly. Keep in mind, however, most product lines have a complete 100% money back guarantee on all their products. BACK TO TOP ANSWER # 2 - All orders are processed, filled and shipped within 72hrs. via Priority Mail, either return receipt requested or with Delivery Confirmation. As we now offer up to a 20% discount on all products, we apply a flat $5 shipping fee for U.S orders (over 1lb.) The average shipping fee for orders outside the U.S. usually ranges from $10.00 to $22.00, depending of course, on the Country, the weight, and insurance. All orders over $100 are insured. The total amount of your order with the confirmation number is emailed to you within 48hrs. of our receiving it. How long it takes to receive your order depends on your local Carrier (US) and Customs Regulations in your part of the World. BACK TO TOP ANSWER # 3 - Our Site offers secure ordering and protects our customers' personal information using the latest encryption technology available today. We guarantee that every transaction you make with Filomena Skin Care Inc. is secure. As per the Fair Credit Billing Act, your Bank CANNOT hold you liable for more than $50 of fraudulent charges....and Filomena Skin Care Inc. will cover that $50, if the unauthorized use of your credit card resulted from purchases made at our Site while using our Secured Server. Should any unauthorized charges ever be made to your Card as a result of shopping here, you would pay nothing. WE DO NOT STORE ANY OF YOUR PERSONAL INFORMATION ON OUR SERVER, BE IT CREDIT CARD OR OTHERWISE. We also refuse to make your name or address available to anyone else. Our Secure Digital Certificate is provided by....  BACK TO TOP ANSWER # 4 - We go to great lengths and take humble pride in providing the level of Customer Service for which Filomena Skin Care Inc. has become globally recognized. The most valued of these services, according to Worldwide customer feedback, is free consultation (via email) with our Doctors and/or Aestheticians, whether or not you make a purchase. This costs us a lot of money. Other Card companies simply charge us too high of a percentage, and are thus far too expensive to process. To defray the added expense, we would have to either raise product prices or do away with our customer courtesies....and our customers have made it very clear that these courtesies are what sets this Site above all the rest. And frankly, we would like to lower product cost. But our suppliers will not allow us, in fact, they dictate pricing schedules. If you do not have a Visa or MasterCard, you will not be able to to place an order, but we thank you sincerely for visiting our Web Site. BACK TO TOP ANSWER # 5 -Of course these are not our products. We are simply a resaler for a variety of Skin Care Lines. All of the products are coded with a date stamp and sealed to ensure the quality. Beyond that, we can only extend to you what the particular Skin Care Line extends to us...as follows: Decleor has a Money-Back Guarantee in cases of Customs issues, severe skin reactions and damaged or spolied products. All products MUST be returned within 15 days of your receipt ( verified by your signature) and include all original Decleor packing. We cannot make any exceptions on these two issues. When we receive the product, you have a choice of exchanging it for another product, having a credit issued from our clinic toward future purchases or having us credit your Credit Card account for the full amount, minus our cost of shipping or gifts even if you were not initially charged for shipping or the gifts. Neither Guinot nor Cellex-C have a refund policy. So we do not have a refund policy for their products. In the future, we may offer a credit for other products at our Clinic. Otherwise you will have to deal with Guinot or Cellex-C directly on any refund issues. For your protection, as well as ours, a hard copy of these refund policies are recorded with our applicable Credit Card processing agencies. BACK TO TOP ANSWER # 6 - No. But when asking for product suggestions, you should provide as much information about you and your skin type as possible, such as where you live (climate), indoor or outdoor person, age, smoker, stress levels, nutrition, skin charateristics, sensitivities and any other factors that you may feel are necessary for us to formulate a personal skin program. BACK TO TOP ANSWER # 7 - Simply put, it's a question of Dollars. We tried a Toll-Free number in the past. But with 2000+ orders per week, it was not cost effective. We could not offer all the Free services and dollar savings that our Worldwide client base has come to value and respect so much. Also, email has proven to be far quicker, more efficient and more accurate. BACK TO TOP ANSWER # 8 - Here again..it's a trade-off..and the bottom line is Money! Third party processing companies take anywhere from 4% to 12% of gross sales!! If we were to go that route, we could not extend any of the Money Saving courtesies to you listed on the Acceptance Page, such as Free consultation with our Doctors and Aestheticians, Free shipping for U.S orders, monthly specials, bonuses, Free products and many other services. NO OTHER RETAIL SITE on the Internet offers this level of Customer Service to our knowledge. In the future, if our customers Worldwide ask us to trade these courtesies for "shopping cart" processing, we will certainly do so. In the meantime, we get hundreds of emails everyday from folks who appreciate taking a few seconds to type in the products on the Order Form in exchange for all the perks....in fact many commend us for the dollar savings. Still, we are working hard to try and find a way to offer you both! BACK TO TOP ANSWER # 9 - The customer is responsible for all applicable laws of this nature. As always, there are countries with some customs and/or delivery problems at any given time. Although we normally ship within 72hrs., it may take two to four weeks to receive your products in certain areas. It is up to you to check if there are any potential problems with importing the products in your country BEFORE placing your order. |