FREQUENTLY ASKED QUESTIONS

ORDERING

How do I know that my online order has been received?

After placing your order online, you will receive a confirmation email within 24-48 hours. If you do not receive the email confirmation within 24-48 hours please call 1-888-326-0783(English), 1-888-326-0773(Japanese) M-F 8:00am-5:00pm PST to speak with one of our customer service representatives.

What are my payment options?

FANCL accepts the following forms of payment:

  • Visa
  • MasterCard
  • American Express
  • JCB
  • Discover

If you'd like to place your order by phone, please call below.
English: 1-888-326-0783, Japanese: 1-888-326-0773 M-F 8:00am-5:00pm PST.

How do I check on the status of an order I have placed?

To check the status of your order, log in to your account via the FANCL website or call our customer service line.

English:1-888-326-0783
Japanese:1-888-326-0773
Outside US:1-949-476-8167
Business hours: M-F 8:00am-5:00pm PST

Can I change or cancel an order after it has been placed?

If you placed your order online before 8:00 AM PST and would like to change or cancel it, you can do so by calling Customer Service at 1-888-326-0783 by 11:00 AM PST the same business day (or the next business day, in the event of an order placed on the weekend). After that deadline, your order will be sent to our warehouse facility, at which time we cannot recall it. We also may not be able to make any change to a delivery address once an order has been shipped out of our warehouse. Please contact Customer Service with any questions.

How is sales tax determined?

Applicable tax will apply to the addresses shipped to California.

Promo Codes

Please note that unless otherwise stated, only one promo code can be used per order and cannot be combined with any other offers. All promo codes exclude Kits, Gift Certificates or Regimen Sets.

Terms and Conditions

We reserve the right to cancel any order for any reason and to refuse bulk orders. If we do so we will contact you and refund any charges that have been incurred.

We may cancel any order if your billing address and shipping address do not match your card holder information. When an order is placed with a discrepancy between the billing and the shipping addresses, or with a billing address outside the US, or the order is above a certain value, we will manually review and cancel them, if necessary. In some cases, we request additional documentation of the billing address on the order in question to make sure that the order has been placed by the account holder.

We may also ask our customers to fill out a Credit Card Authorization Form as an extra security measure. When we need to verify a purchase, we will send an Authorization form via e-mail or alternatively you may download it HERE.

Please note the authorization form and all the necessary documents must be faxed to us before we can process or ship any order.

To protect our customers and FANCL International, Inc. from credit card fraud, we must take extra security measures. We appreciate your understanding. If you have any questions regarding verifying purchases, please call FANCL Customer Service Line:

English: 1-888-326-0783
Japanese: 1-888-326-0773
Business hours: M-F 8:00AM - 5:00PM PST

Please see our Terms and Conditions page for further information.

SHIPPING AND RETURNS

What is the shipping policy for domestic orders?

We offer UPS shipping to the contiguous 48 states and USPS to Alaska, Hawaii, military address, and PO Boxes.

Free shipping for customers in 50 U.S states for orders over $60.00, and $7.95 S&H for orders under $60.00. Packages over 5 pounds may require additional shipping charge.

The qualifying order total is calculated after all promotional discounts are taken.
International orders do not qualify for free shipping.
For international shipments, please read International Shipping Policy below.

Please allow 1 business day for order processing. Additionally, UPS does not deliver on Saturdays and Sundays. (Please note, orders received during the promotional period may take 2_3 days to process depending on the volume of orders we receive. Thank you for your understanding.)

Please note: Orders are not processed on weekends or major holidays.

Shipping to the contiguous 48 states
Shipments to the contiguous 48 states are shipped via UPS GROUND and it may take from 5 to 7 business days (excluding 1-2 business days processing time) after placing an order depending upon your geographic location.
*It may take longer during the promotional period or holiday season.

P.O Box and military address
Shipments to P.O. boxes, Alaska, Hawaii, Puerto Rico, U.S. Virgin Islands and APO/FPO addresses are shipped via USPS Priority/First class Mail.

Weekend Delivery
There is no weekend delivery by UPS. 

Shipping to Alaska and Hawaii
Shipment to Alaska and Hawaii are shipped via USPS Priority Mail and it may require an additional 2-3 days. Free shipping for orders over $60.00, and $7.95 S&H for orders under $60.00, if your package weight is less than 2 lbs. There may be an additional shipping charge, if your package weights more than 2 lbs, regardless of your order amount.

Failure to claim package
Customers are responsible for all costs involved in re-shipping goods when a submitted address is incorrect or incomplete or if you were absent when deliveries are made & failed to make re-delivery arrangements with UPS or USPS.
Orders that are refused, returned to sender or never claimed from the carriers will be subject to a 20% re-stocking fee. If you would like to have it re-shipped, $3.00 of re-shipping fee will be charged on the original credit card that was used for your order. Always make sure to include the complete street address in the address field--including apartment number, business name, etc.

Intercept delivery
Any shipping address changes including adding a suit#, apt# or company name that you may request after we ship out your package, there will be $15.00 service fee charged. With this service fee, we will contact UPS to reroute your package to any new location or have it sent back to us even if it's still in transit. To avoid this charge, please review your shipping address carefully before pressing the submit button.

Special instruction for delivery
Some customers request to add "special instruction" on delivery. While we can optionally place a little sticker with your request on your packages, there is NO GUARANTEE if the UPS or USPS carrier will follow the memo. We are not responsible for packages that are returned to us even if the memo was not honored.

We ship all orders by UPS Ground to 48 states with no added-services.
Some UPS drivers in some areas leave the packages at the front door, in the backyard etc on the 1st delivery attempt if the receiver is not available to sign for the package. If you would like us to add the additional service of delivery confirmation, we can request a Signature Confirmation for $3.00 additional fee.

Will you inform me when my order has been shipped?

Once your order has shipped, you will receive a confirmation email or text (if phone number provided) within 48-72 hours. Please ensure your email address and/or phone number is entered correctly before placing your order. If you do not receive the shipping confirmation within 72 hours, kindly check your junk/spam folder. If you still do not receive it, please email us at custsvc@fancl.com or call 1-888-326-0783(English),1-888-326-0773(Japanese) to speak with one of our customer service representatives.

What if there is a problem with my delivery?

Customers are responsible for all costs involved in re-shipping goods when a submitted address is incorrect or incomplete, or if the delivery was unable to be completed due to the customer’s absence.  If your order is being returned due to insufficient address, you will need to e-mail us an updated address. Once your package arrives back to us, we will reach out to the customer for an additional reshipment fee. If a refund is requested please note that the original shipping fees are non-refundable and a refund for the merchandise is only issued once the packages is returned to our facility.  Please ensure you enter the correct shipping address. Please note we have no control over packages that are delivered to incorrectly entered delivery addresses and we cannot be held responsible for them.

Orders that are refused, returned to sender or never claimed from the carrier will be subject to a 20% restocking fee, and will incur a charge to be reshipped, varying depending on the recipient’s location. In the event UPS is unable to leave your package at your shipment destination, they will make three attempts to deliver before returning it to sender. For any problems related to the delivery of your order, please contact Customer Service at 1-888-326-0783 (English), 1-888-326-0773(Japanese) M-F 8:00am-5:00pm PST.

Intercept delivery
Any shipping address changes including adding a suit#, apt# or company name that you may request after we ship out your package, there will be $15.00 service fee charged. With this service fee, we will contact UPS to reroute your package to any new location or have it sent back to us even if it's still in transit. To avoid this charge, please review your shipping address carefully before pressing the submit button.

Shipping to forwarding services
We are not responsible for shipments sent to forwarding services or companies regardless of shipping service selected. If you place an order and your shipping address is a forwarding address you are responsible for contacting the company to locate your shipment. If fraudelent activity is suspected orders requesting to ship to forwarding companies may be limited or cancelled.

UPS Access Point
UPS may redirect your packages to a nearby Access Point if you are not home at the time of delivery. Please note we do not have an option of opting in or out of having their customers' pacakges delivered to an access point. We are all opted in automatically and we can't request to not have packages sent to an access point. Once package is delivered to an access point, we are unable to have the package redelivered via UPS. The package must be collected at the access point by the customer. We will not be able to issue a refund for a package that is delivered and confirmed picked up at an access point. Please call UPS directly to resolve any issue related to Access Point deliveries.

What if I need to return or exchange an item I've ordered?

After receiving your order, if you are not completely satisfied, simply return the product(s) within 30 days of receipt for a full refund or exchange. You may direct any questions about your return or exchange to custsvc@fancl.com.

Returns
Please notify Customer Service at custsvc@fancl.com, and mail the invoice and the item(s) being returned, via insured USPS, UPS, or FedEx to the address below. Any items received free with purchase through a promotion must also be returned along with qualifying purchased items.

FANCL reserves the right on bulk purchases of merchandise (for other than individual personal consumption by the purchaser) to refuse and/or limit returns, refunds and/or credits due to the sensitive nature of our products.

Sale items sales are final and no exchange or return is accepted.

Exchanges
Complete the Return Request List included with your order, and mail it, along with the invoice and the item(s) being returned, via insured USPS, UPS, or FedEx to the address below. Specify on the Return Request List the item(s) you wish to receive in exchange. If you have an exchange for the same dollar amount as the original purchase, FANCL will ship the exchanged item(s) upon receipt of the return. If you wish to exchange an item for an item of a different value, FANCL will issue a refund for the returned item and a charge for the new item.

FANCL Returns
14450 Myford Road
Irvine, CA 92606

Please obtain a tracking number for the return shipment and email it, along with your order number, to custsvc@fancl.com. FANCL cannot provide a refund or exchange for returns without a tracking number that are lost in shipment. The original shipping charges, as well as any shipping and handling charges related to your return or exchange, are not refundable, except in the case of a defective product being exchanged for a replacement.

Please note: It may cause a delay if any of the following are missing:

  • The product(s) being returned
  • Free promotional items (if any)
  • Completed Return Request List and reason for return
  • Copy of invoice


Issuing your refund
A refund will be issued to you in the original form of payment within 14 business days of receiving the returned item at our warehouse.

Any promotional deduction you received on your original purchase will be recalculated when the merchandise is returned or exchanged.
We will not be able to issue a refund if any items received free with purchase through a promotion are not returned along with purchased items.
Final sale items cannot be returned for refund or exchange.
Issuing a refund may not be accepted or delayed if your returned item(s) are not eligible for refund.

GUARANTEE

How do I make a return/exchange? 

We want you to order with confidence, so we guarantee your satisfaction. After receiving your order, if you are not completely satisfied, simply return the product(s) within 30 days of receipt for a full refund or exchange. Please ship the product(s) via insured parcel post, UPS, or FedEx with the invoice and reason for return (to help us improve our quality and service) to:

FANCL International, Inc
Customer Service
14450 Myford Road
Irvine, CA 92606

Please note:
Shipping charges related to your return are not refundable.
Product exchanges/returns will be processed and mailed within two weeks. Please allow two billing cycles for refunds to appear on your credit card statement.
Items received free with purchase through a promotion must be returned along with qualifying purchased items.
Please obtain a tracking number for the return shipment and email it, along with your order number, to custsvc@fancl.com. FANCL cannot provide a refund for returns without a tracking number that are lost in shipment. If you have any questions, please contact Customer Service at 1-888-326-0783 (domestic) or 1-949-476-8167(outside US).

*FANCL reserves the right on bulk purchases of merchandise (for other than individual personal consumption by the purchaser) to refuse and/or limit returns, refunds and/or credits due to the sensitive nature of our products.

1. Contact us
Please contact Customer Service by e-mail to custsvc@fancl.com or by phone at 1-888-326-0783 (English), 1-888-326-0773(Japanese) M-F 8:00am-5:00pm PST to claim your return.
*If we receive your return/exchange item(s) without any invoice or prior contact to Customer Service, we may not be able to process your return/exchange procedure.

2. Prepare your return
A copy of the Invoice (Please indicate the reason for return)

3. Packing
Please pack the unwanted item(s) in a box and seal securely with tape.

4. Shipping
Please send your package via a prepaid, insured, traceable method to the appropriate address below.
* FANCL International, Inc. will not be able to issue a refund for a missing/lost return package.

FANCL International, Inc
Customer Service
14450 Myford Road
Irvine, CA 92606

GENERAL

NEED HELP? CONTACT US

FANCL is dedicated to providing you with a superior level of customer service.
Email custsvc@fancl.com

Phone
English 1-888-326-0783
Japanese 1-888-326-0773
Outside US 1-949-476-8167
Business hours
 M-F 8:00am-5:00pm PST

  • Although our customer representatives do their best to give prompt responses to your inquiry, it may take up to few days to several weeks depending on the type of the inquiry.
  • E-mail inquiries with no subject line are often detected as spam and discarded by computer. Please remember to write a subject before sending.
  • If you are inquiring products purchased at FANCL store in Asia region, please refer to the following web sites for further assistance.

FANCL Singapore (www.fancl-sg.com)
FANCL Taiwan (www.fancl-tw.com)
FANCL Hong Kong (www.fancl-hk.com)
FANCL China (www.fancl.com.cn)
FANCL Japan (www.fancl.co.jp)

Why can't I find products, that are available in Japan, Hong Kong etc?

Unfortunately there are several products that are not available for purchase in the United States. We are unable to import them from Japan due to the strict FDA regulations.

Where can I find FANCL shop in U.S.A?

Unfortunately we do not have FANCL shop/house within the United States. Please shop on our website and remember, we offer FREE SHIPPING to orders over $60 to contiguous 50 states!
*Free shipping does not apply to any international order.

Can I resale your products?

We truly appreciate your love for FANCL products and we are honored that you would like to resale our products to spread the love. However, resale of FANCL products is strictly prohibited without our authorization. It includes selling our products in your store, selling them online or exporting them to other countries.

SECURITY

Is it safe to use my credit card on the FANCL website?

You can safely enter your entire credit card number via our secure server, which encrypts all submitted information. And further, your credit card number is never displayed on the site or in emails. For added security, you are required to enter your credit card number again with each order via our secure server.

How do I order if I don't want to use my credit card online?

FANCL Customer Service Line:
English:1-888-326-0783,
Japanese:1-888-326-0773 Business hours: M-F 8:00am-5:00pm PST

Do you supply my information to anyone else?

As outlined in our Privacy statement, FANCL will never sell, exchange, or release any of your individual personal information to a third party without your express permission.

PRODUCT QUESTIONS

How was FANCL able to create preservative-free products?

In all of FANCL's products – not only skin care products but also makeup and body care products – no ingredients that are likely to cause stress or damage to the skin such as preservatives or fragrances are used.


To ensure our customers can use our products, which are completely free of ingredients that might harm the skin, with a sense of security to the very last drop, we make every effort to maintain quality and we establish strict standards at every stage of the product from research and development, to manufacture and delivery to our customers.


FANCL’s cosmetic products are somewhat different from other cosmetics. We make a promise to deliver to our customers a feeling of security and naturally beautiful skin. This is a testament to the quality of FANCL’s cosmetic products.

Unchanging 5 Values:
1. Use of small containers to maintain freshness throughout use
2. Production in a clean room environment at pharmaceutical product standards
3. Sealed containers to protect freshness of preservative-free formulas
4. Clear display of “manufacture date” even for cosmetic products
5. “Freshness period” to provide for use during period of optimal quality

Can you please explain how to open the containers?

For instructions on how to open the Lotion containers can be found here.

I prefer to purchase skincare products that come in larger sizes. Why don’t you offer products with more volume?

There are two reasons.
First, FANCL’s cosmetic products are free of additives and preservatives such as antiseptics, for example. To maintain their freshness, we provide products in small containers to be used over a one month period.
Second, the turnover of the skin is said to occur in 28-day cycles. We package FANCL cosmetic products in 30ml containers, the amount for your use over one month, as you check on the turnover of your skin.

Why is the date of manufacture printed on the container?

We guarantee the quality of our products by packaging them in small amounts in sealed containers, and to provide precise information to customers regarding when they are manufactured, we print the date of manufacture on the container, just like food products.

What do you mean by the “freshness period?”

No ingredients that are likely to cause stress to the skin are used in FANCL’s cosmetics. Our products are delicate not only because they are free of preservatives but also because no petroleum surfactants are added. We specify as the “freshness period” the period during which our products can be used in a state where quality is maintained. We establish a freshness period for each product.

How do you decide on the freshness period for unopened products?

Each period is calculated and established on the basis of stability tests conducted during research of our products including skin care products (1 year), cleanser products (3 years), makeup foundation and liquid foundation (3 years), and solid foundation (3 years).
* Stability test: Test to confirm product properties (color, smell, shape, etc.) and numerical data (pH, viscosity, hardness, ingredient analysis, etc.) under assumed conditions of use and storage including factors such as temperature, humidity and light, etc.

Is it okay to use products after expiration of the freshness period?

As you are aware, FANCL’s cosmetic products are free of additives and preservatives. We have established the freshness period to provide our customers with a feeling of reassurance when they use our products.
When this freshness period expires, there is a possibility of deterioration in product quality and performance. For the sake of your delicate skin, we ask that you refrain from using products after their freshness period ends.

How should additive-free cosmetic products be stored?

FANCL’s cosmetic products will maintain their quality at ordinary room temperature without any problem.
The quality of the cosmetic products is stabilized in totally sealed containers, and ordinary changes in room temperature including colder room temperatures in winter and warmer room temperatures in summer will not affect product quality.

However, please store in a dry place away from sunlight and abnormal rises in temperature increases (such as motor vehicles). Avoid storing in the freezer or refrigerator.

Is it better to store the cosmetic products in a refrigerator during summer?

Although FANCL’s cosmetic products contain no additives, it is not necessary to store them in the refrigerator. Please store the products at room temperature.

Tests to determine whether our products can be used in summer when the temperature is high confirmed that there were no problems using our products under harsh conditions.

On the other hand, storing the products in the refrigerator may result in loss of stability in quality or separation of ingredients, etc. and optimal performance of the original product.
Please store the cosmetic products in a dry place away from direct sunlight and drastic changes in temperature.

Do you have sample sizes I could purchase first to make sure I like the products before committing to buying the full sizes?

Thank you for your interest in our products. Unfortunately there are no sample offers at this time.

What should I do if I have an adverse reaction to a cosmetic product?

If you experience any of the following, please stop using the cosmetic product.
(1) Any adverse condition during use of the product such as redness, swelling, itchiness, irritation, discoloring (white spots, etc.) or darkening of the skin, or

(2) Any of the above adverse conditions due to exposure to direct sunlight after use of the product.
Symptoms may worsen with continued use of the product. Please consult with a doctor or dermatologist if symptoms persist.

I have some leftover cosmetic products from last year. Is it okay to use them this year?

FANCL’s cosmetic products contain no additives. To ensure consumption of our products while they are fresh, we established a “freshness period” for each product. The freshness period differs depending on the product. For the sake of your sensitive skin, please refrain from using products after the freshness period expires.

I am using a container with a sealing ring cap. However, I find it difficult to get the contents out.

Please check the instructions on how to open the container.
For instructions on how to open the Lotion containers can be found here.

Next, check to make sure that the upper and lower ribs in the cap area line up with each other.

If they do not, the cap is not fully open, making it difficult for the contents to come out.

In this case, please turn the cap so that the rims line up with each other.

Do I have to use all FANCL products for my skin? Is it okay to use FANCL skincare products along with the skincare product brands?

You do not have to use every product to help your skin; however, because preservatives can often irritate skin, you will get best results eliminating them completely from your regimen.

You may find that any irritations or breakouts you have been experiencing will disappear once you have started using our preservative-free products.

Once you have set your skin free from harsh chemicals and possibly cleared up any irritations, you can begin to combat existing or future signs of aging with our treatment products that incorporate only the purest botanicals and gentlest technological advancements.

I have very sensitive skin. Do you have any products that are suited for me?

All FANCL products have been formulated with you in mind. We have avoided potentially irritating ingredients like preservatives. If there is a particular ingredient you are allergic to, please read through the ingredient list carefully for each product.

Are FANCL products tested on animals?

FANCL does not directly conduct any testing of ingredients or products on animals or advocate animal testing on raw ingredients and/or finished formulas and endeavors to work with partners who share the same values. However, as we continue to expand into international markets, we are unable to control the testing methods used by outside governments.

Are FANCL products gluten-free?

All FANCL products are 100% gluten-free.

Are FANCL products noncomedogenic?

Yes, all FANCL products are noncomedogenic.