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FAQs

ORDERING ONLINE

1. HOW DO I PLACE AN ORDER?

You can place an order at www.fekkai.com. You will receive an email confirming your order that includes your order number. If you are having issues, please reach out to consumercare@fekkai.com

2. CAN I CHANGE OR CANCEL MY ORDER ONCE IT IS PLACED?

Unfortunately, once an order has been placed it cannot be changed or edited. If you choose to cancel your order, please reach out to consumercare@fekkai.com by 12PM EST. All sales and sale items are final and cannot be changed or canceled.

3. HOW CAN I CHECK MY ORDER STATUS?

Please sign in to your account to check your order status.
Once your order ships, you will receive a shipping notification email that includes tracking information.

4. I RECIEVED MY SHIPPING CONFIRMATION EMAIL BUT MY TRACKING DOES NOT WORK

We’re here to help! Please email consumercare@fekkai.com and a member of our Customer Service team will be happy to assist you.

5. WHAT PAYMENT METHODS CAN I USE TO PLACE AN ORDER?

The Fekkai store accepts Visa, MasterCard, American Express and Discover. We are unable to accept international credit cards for online purchases.

6. WHEN CAN I EXPECT MY ORDER?

Standard Delivery: (5-8 Business Days)

Express Delivery: (2 Business Days)

7. WHY IS MY PHONE NUMBER REQUIRED?

This information is used to respond to your requests and/or contact you, if necessary, about your order

8. WHAT SHOULD I DO IF I AM HAVING TROUBLE PLACING AN ORDER?

For any technical difficulties you are experiencing with our website, please contact our customer care team: consumercare@fekkai.com available 9am – 5pm EST Monday – Friday, (except holidays).

9. WHAT SHOULD I DO IF I COULD NOT COMPLETE THE CHECKOUT PROCESS?

If you have correctly entered all your information and are unable to complete the checkout process, we may need further information. Please contact our customer care team: consumercare@fekkai.com available 9am – 5pm EST Monday – Friday, (except holidays) to verify your information so that we can process your order.

SHIPPING & SERVICE

  1. WHAT SHIPPING METHODS ARE AVAILABLE AND WHAT ARE THE RATES?

    SHIPPING METHODS AND RATES

    Method Expected Delivery

    Rate

    Standard Delivery 5-8 Business Days $7.95
    Express Delivery 2 Business Days $16.95
  2. WHAT SHOULD I DO IF I ONLY RECEIVED A PARTIAL SHIPMENT?

    It is possible your shipment was split based on product availability, and that the missing items will be shipped when they become available. Please contact our customer care team: consumercare@fekkai.com available 9am – 5pm EST Monday – Friday, (except holidays). to report an incomplete shipment, and we will check the status of your missing items. We apologize for any inconvenience this may have caused.

  3. WHAT SHOULD I DO IF I THINK MY SHIPMENT IS LOST?

    Pease contact our customer care team: consumercare@fekkai.com available 9am – 5pm EST Monday – Friday, (except holidays). and we will initiate a thorough search of your shipment with the transit company.

  4. WHAT SHOULD I DO IF MY SHIPMENT ARRIVED DAMAGED?

    If your order was damaged in-transit please contact our customer care team: consumercare@fekkai.com available 9am – 5pm EST Monday – Friday, (except holidays) to report a damaged shipment. We apologize for any inconvenience this may have caused.

PRICING & AVAILABILITY

  1. WHY ARE PRICES DIFFERENT NOW THAN WHEN I MADE MY PURCHASE?

    All prices and availability of products are subject to change without notice. We make every effort to provide you the most accurate, up-to-the-minute information on pricing and availability. However, some of the items on our website may be mis-priced or no longer available at the time you place your order.

  2. WHY IS MY CREDIT CARD AUTHORIZED FOR MORE THAN THE PURCHASE AMOUNT?

    During the credit approval/confirmation process, your credit card is not charged for your order. The pending transaction that you see is actually a pre-authorization charge. The final charge, where we will take the funds from your credit card, will happen once the item has shipped. If you have any further questions, please contact our customer care team: consumercare@fekkai.com available 9am – 5pm EST Monday – Friday, (except holidays).

PRODUCT RETURNS

  1. WHAT IS THE RETURN POLICY?

    DEFECTIVE, DAMAGED OR INCORRECT ITEMS:

    • We only accept returns for orders placed on www.fekkai.com. All returns and exchanges must be pre-authorized by Customer Service and require a return authorization number. Contact our customer care team: consumercare@fekkai.com available 9am – 5pm EST Monday – Friday, (except holidays) to receive your return authorization.
    • You must have purchased the item from us at www.fekkai.com.
    • If you received a damaged or defective item from us, or the wrong item was shipped to you, you will not be responsible for return shipping charges, and we will not charge any restocking or other fee in connection with the return. In addition, you will receive a full refund for the item, as described in our Refund Procedures.
    • To obtain a refund, the item must be returned to us, unopened (unless the item was received by you in a defective or damaged condition) and in its original packaging, with all accessories, within 30 days of the date upon which we provided the item to the carrier for shipment to you. You must also follow the Return Procedures specified below.
    • We cannot accept items back that have been opened or used unless the item was received by you in a damaged or defective condition.
    • Damaged or defective items returned without their original packaging will not receive a refund.

    OTHER RETURNS:

    • We only accept returns for orders placed on www.fekkai.com. All returns and exchanges must be pre-authorized by Customer Service and require a return authorization number. Contact our customer care team: consumercare@fekkai.com available 9am – 5pm EST Monday – Friday, (except holidays) to receive your return authorization (if eligible).
    • You must have purchased the item from us at www.fekkai.com.
    • For all returns other than damaged, defective or incorrectly-shipped items (see above), you will be responsible for the shipping charges to return the item.
    • To obtain your refund, the item must be returned to us, unopened and in its original packaging, with all accessories, within 30 days of the date upon which we provided the item to the carrier for shipment to you. You must also follow the Return Procedures specified below.

MY ACCOUNT

  1. HOW DO I UNSUBSCRIBE FROM PROMOTIONAL EMAILS?

    You can stop receiving promotional email messages by following the instructions provided in any such message.

  2. HOW DO I RESET MY PASSWORD?

    You can have your username and temporary password sent to the email address on file by selecting the 'Forgot Password' option at sign in.

  3. HOW DO YOU USE MY PERSONAL INFORMATION?

    For complete information regarding the usage or your personal information, please refer to our Privacy Policy.

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