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Frequently Asked Questions

Products

Where can I purchase fave4 products?
fave4 products can be purchased on our fave4.com website or at salons in North America and South Africa. Salon locations can be found on fave4.com. You can also email us at support@fave4.com with your address, and we will respond with your nearest location.
Do fave4 products contain gluten/sulfates/parabens?
No! fave4 is as concerned as you are about quality products and ingredients. All fave4 products are gluten/sulfate/paraben free. This includes all shampoos, conditioners, hairsprays and creams.
Does fave4 test on animals?
No! Absolutely not! We love to test on ourselves, families, friends, style experts and of course Jessie James Decker.
How are fave4 products tested?
We have style experts located all over who test products on themselves and their clients. It’s important for us to cover different climates and locations due to hair trends, style needs and weather needs.

We have experts who live in the desert, San Fran, the plains, Texas, Montreal, the East Coast, South Carolina, South Florida and many locations in between.

How do I find out about the latest and greatest with fave4?
Follow us on Instagram. Also sign up for our eBlasts by entering your email below. .
I’m a professional hair stylist. How can I purchase fave4 products?
You can find a distributor near you or purchase fave4 products online. Professional hair stylists can register as professionals on our website to get professional pricing. You must have a valid license number.
How do I redeem a promo code?
You will be given an opportunity to enter your promo code during checkout. If you have trouble using it, please email us orders@xilebeauty.com.
How will fave4 use my email address and contact info?
If you agreed to be added to our email database, fave4 will send occasional emails to update you on new products and promotions, latest styles and hair tips and news related to fave4. fave4 does not sell or disclose any email addresses or contact info to third parties.
What measures does fave4 have in place to protect my credit card number?
fave4 does not store any credit card information. We follow industry best practices to ensure our site is protected and to maintain security.
How can I get MSDS (Material Safety Data Sheets) for fave4 products?
You can email us at support@xilebeauty.com.

 

Xile Beauty

Sometimes I see Xile Beauty in your emails and on the fave4 website. What is Xile Beauty?
Xile Beauty created and developed the fave4 brand and all fave4 products. Xile Beauty also created and developed the omniPotent brand. omniPotent is available at www.omnipotenthair.com.

Exchanges

What is fave4’s return/exchange policy?

The 411 on our Exchange Policy

We take pride in helping you find your fave, so if you happen to purchase a product that doesn’t work for you, we will gladly help you to exchange your original purchase for something that is perfect for you. We do not accept returns.  Unfortunately most of our items cannot be reused or resold like all those cute outfits and shoes you buy online!

All exchanges must be initiated with the fave4 team within 14 days from the date of receipt of your order. All refunds will be given in the form of fave4.com store credit or Unicorn Wishes – your call. Your store credit will not expire and you can use it on anything at any time from fave4.com.

Only items purchased from fave4.com may be exchanged through fave4.com. Purchases made from salons, stores, and other websites are subject to the return policy of that store or site.

Please note, only fave4 hair care & body items can be exchanged. Accessories, brushes, limited edition items, Jessie James Decker exclusives, or promotional items CANNOT be exchanged and are final sales. If an item is just not your jam may we suggest re-gifting? I mean…we’ve all done it! There’s no shame in that game!

How to Exchange:

1.) Please email orders@fave4.com to get our return address and your unique Authorization Number. Please write your Authorization Number largely on the outside of your package. Returns cannot be accepted without prior authorization.

2.) You are welcome to use the shipping carrier of your choice, but we highly suggest sending via a method that has a delivery confirmation (no signature required) to avoid potential mix-ups by the shipping carriers. Remember that many of our products are hazardous materials because they contain alcohol (ex: hairsprays and dry shampoo) and the shipping carriers must be notified of this prior to shipping. We do not cover shipping costs on exchanges. Please make sure all bottles are closed and hairspray nozzles are in the lock position before shipping to avoid a big ol’ mess when it arrives back and for us to be able to properly evaluate the return. Fully used products are not returnable.

3.) Exchanges are typically processed within 7-10 business days after we receive your package and gift cards with your store credit are emailed out at that time.

Order Issues:

If you receive the wrong product (oops!), product is defective (bummer!), or if you have any other issues with your package, please email orders@fave4.com.  We try our best to be perfect, but we are all human! We will take care of you right away. Please note that we have the right to add on restocking/handling fees as needed.

I purchased a fave4 product at a salon, and it is defective. What should I do?

 

Please return the defective product to the location where you purchased it. If the defective product was purchased on fave4.com, please see our refund policy. For more information, please contact our Customer Service team at orders@xilebeauty.com.

My fave4 product that I ordered online is defective. What should I do?

Please see our refund policy. For more information, please contact our Customer Service team at support@xilebeauty.com.

Shipping and Order Processing

How do I reach Customer Service?
The best way to reach Customer Service is via email at orders@fave4.com. Our business hours are 8:00 a.m. – 4:00 p.m. Central Standard Time, Monday-Friday and excluding holidays.
What are fave4’s shipping processing times?
Orders are usually processed the next business day. Business days are Monday-Friday 8:00 a.m.– 4:00 p.m. Central Standard Time, excluding holidays. During new product launches, big online sales and peak holiday times, shipping times may increase. Shipping times reflect delivery time once an order leaves the fave4 warehouse.
What are fave4’s shipping methods and delivery times?
fave4 contracts with various carriers for shipping. fave4 products are shipped via various carriers with lots of different shipping times so you can get your faves even within the next day if need be.

Shipping times reflect delivery time once an order leaves the fave4 warehouse. fave4 products ship from Ft. Worth, Tex.

Where can fave4 ship products?
fave4 can currently ship to the United States (including Alaska and Hawaii), U.S. Territories, PO Boxes and APO/FPO addresses and Canada.
How do I cancel my order?
You can cancel your order up until 11:59 p.m. of the day you order your product. Email us at orders@xilebeauty.com to cancel your order. Once your order has shipped, your credit card will reflect your fave4 purchase.
I didn’t receive my shipment tracking email? What do I do?
First, please check your spam folder to see if the email is there. The email will come from Xile Beauty. If you do not see the email in your spam folder, please email fave4 at orders@xilebeauty.com to confirm that the email address we have on file for you is correct. We will work with you to make sure that you receive your fave4 products in a timely manner.
My order says delivered but it hasn’t arrived.
Please continue to be patient. We are as excited as you are for you to receive your new products. Once in a while, shipments are delivered to the wrong address. Please check with your neighbors to make sure they haven’t received your package by mistake.

While they don’t happen often, errors once in a while occur with shipment tracking. Please continue to wait a couple more days in case there was an error with your shipment tracking. If you still don’t have your package within a couple of days, please contact the shipment carrier to open up a claim. Once you have a claim number, please email us at orders@xilebeauty.com so we can work with you and the shipment carrier to get you your products.

support@fave4.com for general questions

orders@fave4.com for questions about your order & products

PR@fave4.com for press/media inquiries.

 

Xile Beauty Group

4475 Trinity Mills Rd #703293

Dallas, TX 75370

 

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