Frequently Asked Questions


Delivery & International Shipping FAQ

Question
Will I be charged for delivery? When I will receive my order?
Answer

For Domestic orders:

Your delivery charges will be displayed during the checkout process which depends on the delivery service you prefer:
Delivery Method Delivery Estimated Time Costs (BHD)
Normal Service 3 - 4 Business Days Free Delivery
Fast Service Tomorrow before 6:00PM 2.000
Express Service Today within 6 hours 5.000
Orders exceeds BHD 50.000 will eligible for free delivery for Princess users while for Queen users they will eligible for free delivery if their order exceeds BHD 30.000
Delivery will be made to the address specified when you complete your order. You are responsible to ensure that the delivery details you provide are true, accurate and complete information. If there are any changes to the details supplied by you, it is your responsibility to contact us as soon as possible. Shipping service provider may assess an additional charge for delivery or attempted delivery to the corrected address.

For International orders:

Your shipping details will be displayed on your checkout page as you shop. Orders exceeds BHD 50.000 will eligible for free shipping for Princess users while for Queen users they will eligible for free shipping if their order exceeds BHD 30.000
All international orders are subject to duties and taxes, including goods and services tax (GST) and value-added tax (VAT) that may be assessed on the contents of the shipment. Any such charges will be your responsibility and will be billed to you by the carrier. Depending on the specific product you have ordered and the country we are shipping to, our courier partner might ask you for certain documents (e.g., National ID or Tax ID) which needs to be shared by you, in order to complete and clear the requirements of the customs department. Customs policies vary widely from country to country; you should contact your local customs office for more information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.
All risk in the products you order (including risk of loss and/or damage to the products) shall pass to you if no one is available at the specified address at the time of delivery.
Question
What countries does Kizlar Makeup ship to?
Answer

We currently ship to locations worldwide.

Return & Exchange FAQ

Question
What is your return policy?
Answer

In accordance with global retail industry standards, for hygiene reasons, we regret that we cannot offer refunds or exchanges of products in the following categories: fragrances, health & beauty (such as skincare, makeup & cosmetics) or other products which are personalized to your order.

Question
Will I be refunded the full value of the received damaged/ wrong product(s)?
Answer

If you receive a damaged/wrong product(s), please contact our customer service for the detailed information along with your order number & name/code of the item affected, so we may investigate this for you. This must be done within one day of receipt of the product.

We will examine the faulty product and review the information that you provide within two business days. We may offer you a substitute/replacement product or a refund will be reimbursed using the same method you used to pay for your order or as a credit in your purse under “My Account” section.
Question
How long it will take for the refund?
Answer

Any payment made prior to an order being cancelled by you or us will usually be reimbursed using the same method you used to pay for your order or as a credit in your purse under “My Account” section. If the payment was made by card, it may take up to 7-14 working days for your card issuing bank to make the refund.

Technical FAQ

Question
What should I do if I forget my password?
Answer

Simple!

To reset your password, simply follow these steps:
1. Click 'Sign in' at the top of the page.
2. Click 'Reset Password'.
3. Enter your email address or mobile number.
4. Click 'Confirm'.
5. You will receive a verification Email / SMS to reset your password.
Your password is reset. Happy shopping!
Question
I was disconnected from the internet while my order was being processed. How do I complete my order?
Answer

That sounds terrible. Fortunately, if you did not receive an email order confirmation, it means your order has not been processed. Restart the process and try again.

If you need any help along the way, kindly contact our customer service team to assist you.
Gift Card FAQ

Question
How can I get a gift card?
Answer

Gift cards are your way of spreading the love of Kizlar Makeup. Want to buy a gift card for your friend or family member or even for yourself? Simple, Click 'my account', then 'Gift Card'. Select the requisite value and add it to your cart. Once checkout is completed, you and the happy recipient will receive an email / SMS for the gift card code.

Question
Where can I redeem my Gift Card?
Answer

Gift Cards are redeemable across online and in store.

Question
How long is my Gift Card valid?
Answer

Gift Card is Valid for one year from the date of issue.

Question
Can I exchange my Gift Card for cash?
Answer

Gift Card cannot be exchanged for cash either in full or part.

Question
Can I redeem the part value of the Gift Card?
Answer

Gift Card is part redeemable online only. Hence same Card can be used in multiple shopping trips. However, you cannot redeem the part value of the Gift Card in store. Therefore, we advise you to use the full gift card value in case you will redeem it in store.

Question
Can I return a Gift Card?
Answer

Gift Card issued cannot be returned or refund.

Question
How will the amount be refunded for the returned items which I paid for with my Gift Card?
Answer

Any return of an item that you used your Gift Card to buy, it will usually be reimbursed as a credit in your purse under “My Account” section and you will not receive points for that item.

Question
How I can check my purse balance?
Answer

The balance of your purse will be displayed under “My Account” section and then “my purse”.

My Purse FAQ

Question
What is my purse and how does it work?
Answer

My Purse is a prepaid system used on our services that allows the registered users to purchase credits which may be used to buy services or products offered by us. Only registered users are eligible to purchase credits and use the My Purse.

Question
Can I exchange my purse credit with money?
Answer

Credit within My Purse cannot be exchanged for money and cannot be refunded.

Question
Where can I find My Purse Credit? How do I redeem?
Answer

You can find your purse credit by clicking 'My Purse' at the end of the page. My Purse credit can be redeemed at checkout, registered users only.

Question
Can I transfer My Purse Credit to another user?
Answer

A registered user may transfer My Purse credits to another user on Kizlar Makeup.

Question
If I return an item that I used My Purse Credit to buy, will I be refunded for the credit/points?
Answer

Any return of an item that you used your Purse Credit to buy, it will usually be reimbursed as a credit in your purse under “My Account” section and you will not receive points for that item.

Question
Do my purse credit expire?
Answer

The credit purchased will automatically expire after one year of the purchasing date if not used and you consent and agree to this.

Membership FAQ

Question
Do I get a membership after signing up online?
Answer

Yes! All members are automatically placed in princess status upon registration.

Question
What are the membership types?
Answer

There are two membership types, Princess and Queen.

Question
How do I achieve Queen Status?
Answer

To achieve Queen status, spend BHD 500 in a calendar year on Kizlar Makeup products purchased online at kizlarmakeup.com, at Kizlar Makeup store, at Kizlar Makeup mobile application. Visit the Membership Tiers page to view full program rules.

Question
What privileges I will have if I get Queen membership?
Answer

Exclusive gifts and discounts, early access sales and first access to new product and more! Visit the Membership Tiers page to view full program rules.

Question
How long my Queen status is valid?
Answer

Queen status is valid for the calendar year in which the member qualifies and the following full calendar year, after that, annual requalification is required. If a member does not requalify for Queen status, the member will revert to Princess status.

Question
Can I cancel my membership?
Answer

Yes, either by calling us +973 13338833 or by sending an email to info@kizlarmakeup.com

Rewards Boutique FAQ

Question
What is the Rewards Boutique?
Answer

The Rewards Boutique is where Kizlar Makeup offers Rewards in exchange for a certain number of accrued points, from time to time and at Kizlar's sole discretion. The Rewards Boutique offers are for a limited time, while supplies last, and provided on a first-come, first-served basis. Quantities of each Reward are limited and customer must be a registered in order to redeem points for Rewards Boutique offers. Rewards can only be redeemed online or in store. Points will be deducted at time of redemption.

Rewards are subject to change, alteration, substitution, or termination by Kizlar Makeup in its sole discretion at any time. See specific Reward offers for any additional terms and conditions.
Question
What are Rewards?
Answer

Rewards are typically products, product bundles that can be redeemed in exchange for the corresponding number of accrued points from your Rewards Boutique. Queen members also have access to exclusive Rewards.

Question
How do I earn points on my purchases?
Answer

For every BHD 1 you spend on Kizlar Makeup products online at kizlarmakeup.com, in Kizlar Makeup store, in Kizlar Makeup mobile application, Princess receive 1 point when you provide or check out with the email address that is registered to your Kizlar Makeup account. In contrast, for Queen’s receive 3 points for every BHD 1 spend. We may offer bonus points events from time to time and in that circumstance the bonus points offer would apply. Separate terms and conditions will apply to each bonus points offer.

Question
Can I earn points at Kizlar Makeup Store?
Answer

Yes! Members that make a purchase at Kizlar Makeup store will accrue points.

Question
Where can I go to find all of my rewards information?
Answer

Your Rewards Boutique page is your destination for everything Rewards related. You can view your year-to-date activity and your current points balance, redeem points for Rewards and gifts and learn about Rewards Boutique benefits. To access this page, simply log in to your account.

Question
How do I check my points balance?
Answer

Easy!

After log in to your account, click 'Rewards boutique', then click 'My points'.
Get it! Here is your points balance.
Question
How do I redeem Rewards?
Answer

Once you have logged into your registered account, you will be able to add a Reward to your online basket from the Rewards Boutique, or during the checkout process. You need to process your order online as well in case you would like to receive your rewards in store by selecting click & collect service. In contrast, certain rewards will be exclusive in store!

Question
How can I pay with my points?
Answer

The Rewards Boutique is where Kizlar Makeup offers Rewards in exchange for a certain number of accrued points, from time to time and at Kizlar's sole discretion. you will be able to add a Reward to your online basket from the Rewards Boutique, or during the checkout process. When shopping in store,

Question
Will I earn points when redeeming my reward points?
Answer

You will not earn points on the redeemed Reward but you will earn points on any incremental Bahraini Dinar spent on products in the transaction.

Question
Can I earn points on gift card purchase or top up my purse?
Answer

No. The value of "Product" for purposes of collecting points includes all products sold on kizlarmakeup.com, at Kizlar Makeup store, at Kizlar Makeup mobile application and only if you use your registered account for your order. The value of "Product" does not include gift cards or My Purse Credit.

Question
Can I transfer my points?
Answer

No, you cannot transfer your points.

Question
Will I lose my points if I return an item or cancel my order?
Answer

Points are awarded for all product that is purchased. If an item is cancelled from your order, you will not receive points for that item.

Question
Does my Queen Reward Expire?
Answer

Yes! The Queen Reward code expires 90 days after the date of the confirmation email containing the link used to generate the code. If the reward is not redeemed during this period it will be forfeited.

Question
How can I redeem my Birthday Gift if my status is queen?
Answer

All Queen members are eligible to redeem one Birthday Gift per year during the month of their birthday. To redeem in Kizlar Makeup store, provide our sales team with your registered email address / Mobile number. No purchase is necessary when redeeming your gift in store. To redeem online, a product purchase is required and the gift will be available at checkout. Product does not include gift cards! If it is your birthday month and you are having problems redeeming your gift online, please contact our customer service team to assist you. Substitutions may occur. Valid while supplies last. This offer is subject to change, alteration, or termination by Kizlar Makeup at its sole discretion at any time.

Question
Do Points expire?
Answer

We encourage you to redeem your points often, so that you get to experience the full benefits of the Rewards program. All unredeemed points expire when you have not engaged in point activity associated with your account (through purchase or redemption for Rewards or Gifts) for 12 months or more. In addition, points will automatically expire if your Membership is revoked or otherwise cancelled.

Customer Service FAQ

Question
How can I get in touch with your customer service team?
Answer

Kizlar Makeup Customer Service is ready to assist you via customer service chat, call us or contact us by WhatsApp at +973 13338833, send an email to info@kizlarmakeup.com or simply you can contact us on any social media channels.

Question
How can I contact Kizlar Makeup about a potentially fraudulent website or e-mail?
Answer

You shall immediately notify us of any unauthorized use of your password or identification or any other breach or threatened breach of the Site or App's security via contacting our customer service team in the customer service chat to assist you.

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