Customer Service
4 Your Information
You have questions and we have answers!
THE LOWDOWN ON FAVE4 PRODUCTS
Where can I purchase fave4?
You can purchase on fave4.com (you already found us!), at salons in the US and Canada, on Amazon Luxury or at authorized retailers nationwide.
Do fave4 products contain gluten/sulfates/parabens?
NO WAY, we are anti-yucky-stuff at fave4! fave4 is just as concerned as you are about quality products and the ingredients that go into them.
ALL fave4 products are FREE of: parabens, gluten, harsh sulfates, SLS or SLES, phthalate, formaldehyde or formaldehyde carriers, petrolatum, mineral oil, nano particles, heavy metals, MEA or DEA , Carbon Black, BHA or BHT and known carcinogens.
This includes all our shampoos, conditioners, hairsprays, creams and body products. We also never test on animals (never have, never will). We only test on ourselves, our families, friends and the Style Experts.
How do I find out about the latest and greatest with fave4?
There are several ways to keep up with the fave4 fun, so let’s get social! Follow us on Instagram @fave4hair, and on facebook.com/fave4.
If you’re into exclusive discounts and insider styling tutorials, join our super awesome Facebook group, the fave4Fanatics, there’s never a dull moment and you’ll have a blast connecting with other fave4 fans.
You can also sign up for our Fanatic emails by entering your info on the fave4 homepage. Come join the party!
I’m a professional hair stylist how can I purchase fave4?
You can purchase fave4 products online at fave4.com. Hair stylists with a valid cosmetology license can register here to receive professional pricing. You must have a valid cosmetology license number to register as a professional.
Once approved, authorized stylists may use, promote and retail fave4 products in their physical salon location. Stylists are only authorized to retail fave4 in a physical salon location. Any other retail locations or concepts must be approved in writing by fave4.
What is Xile Beauty? Sometimes I see it in fave4 emails, on the website and on my credit card statement?
Xile Beauty created and developed the fave4 brand and all fave4 products.
THAT JUST DIDN’T WORK FOR ME. NOW WHAT?
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 haircare items cannot be reused or resold like all cute outfits and shoes!
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 items can be exchanged. Accessories, brushes, limited edition items, 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 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 the best way we can. Please note, we have the right to add on restocking/handling fees as necessary.
SHIP SHIP HOORAY, ORDER’S ON THE WAY!
How do I reach Customer Service?
Call 867-5309…JUST KIDDING, everyone knows that’s Jenny’s # (sorry, we couldn’t resist a good 80’s reference)! 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.
The fave4 girls will get back to you within 24 hours of hearing from you, during our regular business hours. This is the best way to reach us. You can also private message us on Instagram or Facebook.
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 because we’re on AWESOME overload spreading fave4 love, please bear with us. Shipping estimates reflect delivery date once an order leaves the fave4 warehouse.
What are fave4’s shipping methods and delivery times?
We’d love to deliver them via purple convertible with glitter and confetti, but alas we must be realistic! fave4 contracts with various carriers for shipping. Products are shipped from Dallas, TX via various carriers with lots of different shipping options (sorry, none are Unicorns) so you can get your faves as quickly as you need them.
Where can fave4 ship products?
fave4 currently ships to the United States (including Alaska and Hawaii…yeah!), U.S. Territories, PO Boxes, APO/FPO addresses and Canada.
How do I cancel my order?
Once an order is placed, fave4 cannot guarantee that we can cancel your order since we try to get them processed ASAP. We will do our best to cancel but make no guarantees. Email us at orders@fave4.com, and we will see if it can be cancelled. Once your order has been processed, it cannot be cancelled. Your credit card will then reflect your fave4 purchase.
I didn’t receive my shipment tracking email? What do I do?
For starters don’t panic! Check your spam folder to see if the email is there (I hate when that happens!). The email will come from the fave4 girls. If you do not see the email in your spam folder, please email orders@fave4.com to confirm the email address we have on file for you is correct. We’re here to help and will work with you to make sure you receive your fave4 order in a timely manner.
My order says delivered but it hasn’t arrived…what’s up with that?
Please continue to be patient. Believe me, we’re just as excited as you are for your new products to arrive. Once in a while, shipments are delivered to the wrong address (ship happens). Check with your neighbors to make sure they haven’t received your package by mistake – who knows you could make a new friend! Delivery people are also pretty good at leaving packages where we least expect them. Make a game of it, check all doors and even behind bushes - SURPRISE, your package may have been hiding!
While they don’t happen often (we’re only human), errors can occur with shipment tracking. Please continue to wait a couple more days in case there was tracking error. If you still don’t have your package within a couple of days, please contact us at orders@fave4.com so we can work with you and the shipment carrier to get you your products. No fear, we’ll get the goods to you girl!