Welcome to the Yellow Fairies FAQ section. Here we address common questions about orders, shipping, our products, website security, payments, and more. If you have a question that isn’t answered below, please feel free to contact us!

Orders and Shipping

I haven’t received my order – who should I contact?

If you have any questions or issues regarding the delivery of your order, please contact our customer care team as soon as possible. You can reach us by email at admin@yellowfairies.com or by phone/WhatsApp at +971 58 596 8030‬. We will do our best to assist you promptly (typically within 48 hours). Our team is here to help locate your package and answer any delivery inquiries.

What is your returns policy?

If for any reason you are not satisfied with your purchase, we may arrange a replacement or exchange in certain circumstances. We only offer a full refund in cases where the product is defective or incorrect upon arrival. All returns must be authorized – please contact us at admin@yellowfairies.com within 3 days of receiving your order to request a return. For more details, please refer to our Refund Policy section below.

What if I included the wrong address on my order?

Please let us know within 30 minutes of placing the order by emailing admin@yellowfairies.com or calling us. We will update your address details before dispatch. (Note: If the order has already been processed and shipped, you may be responsible for any additional delivery charges to reroute the package.)

Which countries do you deliver to?

We currently deliver orders across the United Arab Emirates. For shipment enquiries to other GCC countries kindly send your brand or product enquiry along with desired country to @admin@yellowfairies.com. *Please note different delivery costs will apply depending on courier charges and weights along with shipping timeframes*

How do I qualify for free delivery?

Orders over the value of 300 AED qualify for free next day delivery within the UAE only. For GCC countries different costs will apply depending on courier fees and weights please email us Admin@yellowfairies.com for more details.

How long will my order take to reach me?

We strive to process and dispatch all orders within 1-2 working days after you place your order. Orders received on a Friday, or public holiday will be shipped the next working day. Delivery times can vary depending on your location: typically, 1-2 days within UAE. Please note that delivery to more remote addresses, or during peak periods and national holidays, may take longer and are subject to our courier partners weekly delivery schedule. While we do our best to deliver promptly, the provided delivery times are estimates and not guaranteed.

My package is delayed and hasn’t arrived yet. Who should I contact?

If your package has not arrived by the estimated delivery date, please reach out to us. Send an email with your order details to admin@yellowfairies.com, and we will investigate the delay immediately. You can also message us on WhatsApp or call us at our customer support number for assistance. We’re committed to ensuring you receive your order and will work with our courier partners to resolve any delivery issues as quickly as possible.

Products

Are your products authentic?

Yes – absolutely. All products available through Yellow Fairies are 100% authentic and are fully registered and compliant with UAE regulations. We are an authorized distributor for our brands and source directly from the official manufacturers. You can shop with confidence knowing that every item is genuine and meets local quality standards. 

The product I want is out of stock. What happens now?

In the event that you place an order for a product that turns out to be out of stock, a member of our team will reach out to you promptly. We will discuss available options, which may include an exchange for a similar item or a refund/store credit for the missing product. 

I am allergic to certain ingredients. Can you provide a list of ingredients for your products?

Yes, absolutely. We provide a full list of ingredients for each product on its individual product page on our website. We strongly encourage you to review these ingredient lists, especially if you have sensitivities or allergies to specific substances. Although we curate clean and skin-friendly products, it’s important to double-check for any ingredients that you need to avoid. Even with our thorough ingredient listings, we cannot guarantee that a product will never cause an allergic reaction, as everyone’s skin is different. If you have any doubts or questions about a product’s ingredients, feel free to reach out to us for guidance before making a purchase.

I tried one of your products and it caused irritation/breakouts – what should I do?

We’re sorry to hear that. We always recommend performing a patch test with any new product– ideally using a sample or testing a small amount on your arm – before applying it broadly. If you experience irritation or breakouts from a product, please discontinue use immediately. 

Website and Payments

How am I protected when shopping on your website?

Yellow Fairies takes data security very seriously. We use industry-standard Secure Sockets Layer (SSL) encryption to protect all transactions on our site. SSL technology ensures that any personal information (such as your payment details) you submit is encrypted and transmitted securely, so it cannot be read or intercepted by unauthorized parties. You can verify that you’re on a secure connection by looking for the padlock icon in your web browser’s address bar when you’re on our checkout page. We never display your full credit card number on our site after you enter it – only the last four digits are shown for verification purposes, so you can have peace of mind while shopping with us. In addition to our website’s security measures, we encourage you to safeguard your own account details. Please do not share your account password with anyone, and avoid using the same passwords across multiple sites. If you ever receive suspicious communication asking for your account information, contact us directly to verify it.

Do you store my personal information?

When you make a purchase on our site, you’ll need to provide certain information such as your billing address, delivery address, phone number, and payment details. By making a purchase, you become a registered user of Yellow Fairies, and this information is used to process your order. We give you the option to save some of this information (like your addresses or card details) in your account for faster checkout next time, but this is entirely up to you. You can always review or edit your saved information in your Account Dashboard, which is protected by your login password. Rest assured, we handle all personal data in accordance with our Privacy Policy and do not share your sensitive information with any third parties except as necessary to complete your order (e.g. payment processors or delivery couriers).

Why should I register an account with Yellow Fairies?

Registering an account on our website comes with several convenient benefits. Once you have an account, you can easily check your order status and view your entire order history at any time. Your account also allows you to save a wishlist and maintain items in your shopping cart between visits & makes repeat shopping faster since you won’t need to re-enter your details for every order. Additionally, account holders may receive exclusive updates, faster checkout, and access to any loyalty or reward programs we introduce.

Which payment methods do you accept?

We accept a variety of secure payment methods for your convenience. You can pay by credit card or debit card (Visa, MasterCard, etc.) directly on our website. All online card payments are processed through trusted payment gateways. We do not offer Cash on deliver option currently.

Is paying by credit/debit card on your site safe?

Absolutely. Your security is extremely important to us. We use Nomod, a reputable UAE-based payment service provider, to handle all our online transactions. Nomod is compliant with the highest PCI DSS (Payment Card Industry Data Security Standards), ensuring your card data is processed through secure, encrypted channels. When you enter your payment details on our site, that information is transmitted directly to Nomod’s secure infrastructure, we do not store your full card information on our servers at any time. Additionally, our website is protected by SSL encryption, meaning your data is safeguarded during transmission. You can shop with confidence knowing that multiple layers of protection have been implemented to secure every transaction.

General Questions

How do I unsubscribe from your emails?

If you no longer wish to receive our email newsletters or promotional emails, you can unsubscribe easily. There are two ways to do this:  (1) Click the “Unsubscribe” link at the bottom of any of our emails, which will automatically remove you from the mailing list, or  (2) Send us an email at admin@yellowfairies.com with the subject line “Unsubscribe” and we will manually remove your email from our list. We respect your privacy and will process your unsubscribe request promptly. (Do note that even if you unsubscribe from marketing emails, we may still send you transactional emails about your orders or account.)

How can I contact you?

We’d love to hear from you! For any questions, concerns, or feedback, you can contact Yellow Fairies customer care through the following channels: –  Email: Send us a message at admin@yellowfairies.com and we’ll respond as quickly as possible (usually within 1-2 business days).  – Phone/WhatsApp: Call or WhatsApp us at +971 58 596 8030 during our business hours for immediate assistance.  – Social Media: You can also reach out via our Instagram @yellowfairies.ae – we often respond to DMs. Whether you have a question about a product, need help with an order, or want to inquire about distribution opportunities, our friendly team is here to help.

I have a complaint – who should I speak to?

We are sorry if something wasn’t up to your expectations. Please contact us directly via email at admin@yellowfairies.com or by phone at +971 58 596 8030 and let us know the details of your complaint. Our customer service manager will address your issue promptly and work with you to find a satisfactory solution. Your feedback is very important to us – it helps us improve our products and services. We take complaints seriously and will do our best to resolve any problems as swiftly as possible. (If you have any other questions or concerns that weren’t answered here, please reach out to us. We’re always here to assist you and ensure you have the best experience with Yellow Fairies.)