FAQ

TERMS & CONDITION

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The Website is operated by Sawaya International LLC, trading as Provoc, a limited liability company duly organized under the laws of the United Arab Emirates, under the Commercial License number 576766,Tax number 100327634000003 whose registered address is at P.O. Box 121056, Dubai, United Arab Emirates and whose paid up share capital is 300,000.00 United Emirates Arabic Dirhams (“Provoc”, “us”, “we”, “our”). 

The user of the Provoc Website shall be referred to as (“You”) The Website is provided to you for your personal use subject to these terms and conditions and any other rules posted on the Website (including our Privacy Policy) (the “Terms and Conditions”). 

By visiting the Website you agree to be bound by, consent to comply with, and consent to the practices described in, these Terms and Conditions, which govern your access and use of the Website and all content and functionalities available on the Website (or any of our other websites and related micro-sites accessed through the URL www.provocmakeup.com and related domain names) (the “Services”). 

If you wish to use our Services you must read and agree to be bound by our policies relating to those Services. In particular, your attention is drawn to our policies relating to the terms of purchase and our Privacy Policy. If you are aged under 18, you must let your parent or guardian know about our Privacy Policy before you register to use this Website or any of the Services. 

We grant you a non-transferable and revocable personal license to use the software that is provided to you by us as part of the Website, for the sole purpose of enabling you to use and enjoy the benefit of our Services, as provided by Provoc in the manner permitted by the Terms and Conditions. Commercial use or use on behalf of any third party is prohibited, except as explicitly permitted by us in writing in advance. Any breach of these Terms and Conditions shall result in the immediate revocation of the license granted in this paragraph without notice to you, and without prejudice to any other rights of Provoc. 

1.  The Gift Card is redeemable only for purchases made at Provoc stores and Provoc websites (Provocmakeup.com) located in the country of issuance. The minimum amount to load on the Gift Card is (50 AED or equivalent) and the maximum amount is (5000AED or equivalent). 

2.     The Gift Card is a prepaid card valid for a period that can vary up to twelve (12) consecutive calendar months from the date of purchase after which it is not re-usable. The money loaded onto the Gift Card is in currency used in the country of issuance. 

3.     The Gift Card is not a cheque guarantee, debit, credit or charge card. 

4.     Once purchased, a Gift Card is non-refundable and cannot be redeemed or exchanged for cash. A Gift Card also cannot be used to purchase another Gift Card(s). 

5.     You cannot benefit from discounts, offers or promotions which are running in Provoc stores when buying the Gift Card. 

6.    When using a Gift Card, the amount of the purchase will be deducted from the balance on the card. If your purchase totals less than the value of the card, any balance will be left as a credit for you on the card to spend in future. Change will not be given. In the case of transactions that exceed the remaining Gift Card balance, the exceeding amount shall be paid using a different payment method. 

7.    You may obtain information about the remaining balance on the card at any Provoc store located in the country of issuance. When the balance reaches zero, the card cannot be used any further. 

8.     Any refund/exchange of goods purchased in store with a Gift Card shall be made in accordance with Provoc usual refund/exchange policy. However, please note that we will issue a refund to you onto the Gift Card for the value of the returned item. 

9.     Any refund/exchange of goods purchased via provocmakeup.com with a Gift Card shall be made in accordance with Provoc’s usual refund/exchange policy. However, please note that we will issue a refund to you onto the new e-Gift Card for the value of the returned item. 

10.   You should use all of the value of a Gift Card prior to the expiry date – which is up to twelve (12) consecutive calendar months from the purchase date. No extension of validity can be applied and any remaining balance on a card after the expiry date will be forfeited for the benefit of the issuer of the Gift Card. 

11.    Any misuse by a third party will be at your risk. The value of any lost, damaged or stolen cards will not be replaced. 

12.    If you have any issues with using your Gift Card, please contact us at UAE: 971502864838. 

13.   We may from time to time take such actions and/or make such changes that we consider to be necessary for the purposes of protecting funds from misuse, fraud prevention, overcoming operational difficulties, complying with applicable law or regulation, or improving the functioning of the Gift Card. These may include (but are not limited to): 

- making changes to these Terms of use; 

– cancelling the Gift Card and refunding any balance due 

– suspending or restricting all or part of the operation of the Provoc Gift Card. 

14.   These Terms of use are governed by and shall be construed in accordance with the laws of the country of issuance of the Gift Card and you hereby submit irrevocably to the non-exclusive jurisdiction of the civil courts of such country of issuance. 

15.    The Gift Card is operated by SAWAYA INTERNATIONAL LLC for the United Arab Emirates. 

  1. 16. Gift Card Purchase Information
  • Each gift card has its own unique redemption value and purchase requirement.
  • Gift cards are valid for a limited time period, which is specified on the card itself. 
  • Gift cards cannot be used to purchase certain items, as indicated on the card. 

Please note that the specific redemption value, purchase requirement, validity period, and exclusions for each gift card may vary. Refer to the individual gift card for detailed information. 

No deliveries are made on weekends or public holidays 

Please note that your order cannot be processed by our delivery partner on public holidays, so these days do not count as working days 

Please find below an overview of the shipping options and times. If no one is available to accept delivery of the order, you will have the option to arrange for an alternative delivery date or be given additional information about the collection of your order from the courier company 

Although Provoc are dedicated to delivering in the timelines estimated in our order confirmation or displayed on our Website or above, delivery timelines are estimates only. Time shall not be considered of the essence. Timelines begin from Order confirmation. Provoc are not responsible for failures to deliver for reasons outside our reasonable control, including where you are not available to take delivery of your order or request postponement. 

  •       Dubai: two (2) to three (3) days
  •       Other Cities: Four (4) to Seven (7) days

WHAT IS THE COST OF DELIVERY? 

The Cost of delivery, is viewed on the dashboard before check out.  

Some order attract free shipping, which will also be viewed on the check out dashboard, while others may attract different charges after shipping, which we are not accountable for.

You acknowledge that (i) it is technically impossible that the Website will be provided free of defaults and that Provoc cannot take any responsibility for this, (ii) that defaults may lead to the temporary unavailability of the Website, and that (iii) the operation of the Website may be adversely affected by conditions and performances outside Provoc’s control, such as, for example, transmission and telecommunication links between Provoc and you and between Provoc and other systems and networks. 

Provoc may at any time, temporarily or permanently modify or interrupt, all or part of the Website in order to perform maintenance work and/or make improvements and/or changes to the Website. Provoc is not liable for any modification to or suspension or interruption of the Website. 

Our website is provided by provoc on an “as is” and “as available” basis. Provoc makes no representations or warranties of any kind, express or implied, as to the operation of our website or the information, content, materials, or products included on our website. To the full extent permissible by applicable law, provoc disclaims all warranties, express or implied, including, but not limited to, implied warranties of merchantability, fitness for a particular purpose, satisfactory quality, reasonable care and skill or non-infringement. Without limiting the foregoing, provoc disclaims any and all warranties, express or implied, for any merchandise offered on our website. You acknowledge, by your use of the website, that your use of our website is at your sole risk. This disclaimer does not apply to any product warranty offered by the manufacturer of the product. This disclaimer constitutes an essential part of these terms and conditions.

Discount code terms and conditions:

• Discount codes are valid for one-time use only.

• Discount codes cannot be combined with other offers or promotions.

• Discount codes are not valid on gift cards or shipping charges.

• Discount codes are not refundable.

• We reserve the right to cancel or modify any discount code at any time without notice.

Additional information:

• Discount codes are typically case-sensitive and must be entered exactly as they are shown.

• Discount codes may expire if they are not used within a certain time period.

• Discount codes may be subject to a minimum order amount.

Please note that these are just general terms and conditions for discount codes. The specific terms and conditions for each discount code may vary.

By using a discount code, you agree to these terms and conditions.

The purchase of products through the Website is strictly limited to parties who can lawfully enter into and form contracts on the Internet in accordance with the laws of the United Arab Emirates.

In order to make purchases on the Website, you must provide your personal details, including your real first and last name, valid mobile telephone number, alternate contact phone number, valid e-mail address, payment details, valid billing address and other requested information as indicated. You represent and warrant that the payment details you provide are valid, complete and correct and confirm that you are the person referred to in the billing information provided.

The Website is only available to persons who meet Provoc terms of eligibility, those who hold a valid credit/debit card by a bank acceptable to Provoc, and those who have authorized us to process a charge or charges on their credit/debit card in the amount of the total purchase price for the product(s) which they purchase.

Products purchased are for personal or gift use only and shall not be re-sold, used for commercial purposes or for any other commercial benefit. Provoc reserves the right to restrict multiple quantities of an item being shipped to any one customer or delivery address.

By making an offer to purchase products(s), you expressly authorize provoc to perform credit checks and to transmit or obtain your credit/debit card information or credit report information (including any updated information) to or from third parties to authenticate your identity, validate your credit/debit card, obtain an initial credit/debit card authorization and/or authorize individual purchase transactions, as we deem necessary.

You agree that we may use personal information provided by you in order to conduct appropriate anti-fraud checks and such personal information may be disclosed to a credit reference or fraud prevention agency, which may keep a record of that information.

Please refer to our Privacy Policy for information about how we use your data.

If You order product from our Website for delivery outside the UAE, they may be subject to import duties and taxes which are levied when the delivery reaches the allocated destination. You will be responsible for payment of any type of import duty and tax. Please note that Provoc retain no control over these charges and are unable to predict their amount. Please contact your local customs office for further information before placing your order.

Please note that You must comply with all applicable laws and regulations of the country for which the products are destined. Provoc will not be liable for any breach by you of any such laws.

The use of the Website or any of the Services or products available thereon is at your own risk, and unless otherwise stated in these Terms and Conditions, you assume full responsibility and risk of loss resulting from your use of the Website or any of the Services or products available thereon.

Under no circumstances and under no legal or equitable theory, whether in tort, contract, strict liability or otherwise, shall prpvpc or any of its affiliates, employees, directors, officers be liable to you or to any other person for any indirect, special, incidental or consequential losses or damages of any nature arising out of or in connection with the use of or inability to use the website, including, without limitation, damages for loss of profits, loss of goodwill, loss of data, work stoppage, accuracy of results, or computer failure or malfunction, even if an authorized representative of provoc has been advised of or should have known of the possibility of such damages. Subject to the foregoing, in no event will provoc be liable for any damages in excess of the amount paid by you towards the price of the product in respect to which the claim arose. You hereby release us from any and all obligations, liabilites and claims in excess of this limitation

 

The products appearing for sale on the Website are subject to acceptance and availability. If, for any reason following the placement of an order for product(s), we are unable to supply a particular product, we will inform you as soon as possible, cancel your order in respect of the relevant product(s) and refund you or re-credit your account for any sum that has been paid by you or debited from your credit/debit card for the product(s) which cannot be supplied by us.

Please note that you can order up to ten (10) items of a product.

All orders are subject to acceptance. We reserve the right to refuse or cancel an order for any reason, including inaccuracies, or errors in product or pricing information, that we are unable to obtain authorization for payment, that shipping restrictions apply to a particular item, that the item ordered does not satisfy our quality control standards and is withdrawn, or that you do not meet the eligibility criteria set-out within the Terms and Conditions, or any other problem identified by us.

Provoc will store a record of your transactions for a minimum of five (5) years.

Once your order has been placed, you will receive an email acknowledging the details of your order. This email is not an acceptance of your order, it is confirmation that we have received it.

Unless cancelled, acceptance of your order will be perfected upon completion of the packing of your order by us. Completion of the contract between you and Provoc will be perfected when we dispatch the products to you, at which time you will receive a second email confirming that your order has been dispatched. The sale contract is therefore concluded in Dubai, United Arab Emirates and the language of the contract is English. Neither our third-party payment processor nor our nominated courier has the authority to accept an order on behalf of Provoc.

We may refuse to process a transaction for any reason or refuse service to anyone at any time at our sole discretion. We will not be liable to you or any third party by reason of our withdrawing any product from the Website, whether or not that product has been sold, removing, screening or editing any materials or content on the Website, refusing to process a transaction or unwinding or suspending any transaction after processing has begun.

Every effort is made to make sure all details on the Website are accurate, however we may from time to time discover an error in the pricing of products. If we discover an error in the pricing of a product in your order, we will let you know as soon as possible. We shall be under no obligation to accept or fulfil an order for a product that was advertised at an incorrect price and reserve the right to cancel such an order that has been accepted or is in transit. If you order a product that is priced incorrectly, we will email or telephone you to inform you that we have not accepted your order and/or that the relevant part of your order has been cancelled. If you have already paid for the product(s), we shall refund the full amount or re-credit your account in such sum as soon as we are able. In the event that products are recalled in transit, we will process your refund/re-credit once the products have been returned to us.

By confirming your purchase at the end of the order process, you agree to accept and pay the full amount payable for the product(s) as set out in your order, including any delivery charges applicable to that order.

The price of the products shown on the Website and delivery charges are shown in United Arab Dirham and are inclusive of any applicable taxes or import duties.

Delivery charges will be added to the price of the products and will be indicated in United Arab Dirham, separately on the order form during the check-out process.

If you are a customer whose credit/debit card is not denominated in United Arab Emirates Dirhams, the final price will be calculated in accordance with the applicable exchange rate on the day your card issuer processes the transaction.

Currently, we accept payment online with Debit Cards, Credit Cards (Visa, MasterCard, American Express) if you prefer Cash on Delivery method you can pay only cash once you receive your order.

Pay with Tamara: if you select the Pay with Tamara option, you will be redirected on Tamara platform and will be subject to their applicable terms and conditions

Pay with Tabby: If you select the Pay with Tabby option, you will be redirected on Tabby’s platform and will be subject to their applicable terms and conditions. Tabby is available for orders of value above 100 AED. The maximum amount depends on the credit limit on customer tabby account.

(collectively referred to as (“Delayed Payment Providers”)

All credit/debit card payments are subject to validation checks and authorization by the issuer. If the issuer of the credit/debit card refuses to authorize payment, we will not be liable for any delay or non-delivery. We will cancel your order and contact you for an alternative method of payment.

The details on the credit/debit card used to make the payment must match the exact ID information of the cardholder as held by the issuer. Payment will be debited and cleared from your account upon completion of the shipping of your order by Faces. You confirm that

the credit/debit card that is being used is yours or that you have been specifically authorized by the owner of the credit/debit card to use it.

No credit/debit cards’ details will be stored, sold, shared, rented or leased to any third parties except by our online payment gateway service provider.

We take reasonable care to make the Website secure. Rest assured that your card number will be protected using SSL (Secure Socket Layer). SSL is a security technology that encrypts your card details and provides a secure connection between Internet browsers and websites, allowing you to transmit private data online. We take reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorized access to any data you provide when accessing or ordering from the Website.

All delayed payment options are subject to you meeting the respective Delayed Payment Provider’s eligibility criteria and entering into a contract with the Delayed Payment Provider.

Use of a service provided by a Delayed Payment Provider is subject to the vendor’s terms and conditions and we shall have no liability for the acts or omissions of the Delayed Payment Provider. These payment options will be made available to you at the time of Secure Checkout.