Ordering & Delivery
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Can I add a product to my order?
We're unable to add or remove any items from an order once it has been placed. We apologise for any inconvenience caused. -
Can I buy your products in a store?
Yes, you can buy our products in selected stores. Please click here to use the store locator. -
Unfortunately, we do not currently offer this option. However, if you place your order during UK office hours and immediately contact our customer service team, we may be able to arrange collection from our London store.
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Can I get my order gift wrapped?
Currently, we do not provide a gift-wrapping service. However, some of our kits are nicely packaged in a gift box, and we ensure no invoices are included in the parcels. Please note that products purchased using the bundle builder or the 'duo' option are not packaged in a gift box. -
How do I get a Facetheory discount code? For exclusive discounts and promotions, just sign up for our newsletter on our website, scroll to the bottom, and on the right-hand side, you will find the sign-up box. How do I use a promotion code? Click on the bag and go to the checkout page. Listed ...
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Do I have to pay custom charges/taxes?
We pre-pay all custom charges and taxes due on your order. However, in rare instances, customs may still charge you directly. If this occurs, please pay the required amount and then send us the invoice via email at help@facetheory.com. We will promptly reimburse you for these charges. -
Currently, we ship to more than 40 countries. If you don't see your country listed at checkout, please contact our customer service team at help@facetheory.com or via live chat for further assistance.
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How do I purchase a gift card? These can be purchased via the ''Gift'' page on our website. Alternatively, type the words ''gift card'' in the search box on the top right of any page on the website. Will I receive the gift card via post? No, Facetheory gift cards are delivered electronically to ...
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As soon as your order has been fulfilled, you'll receive a shipping confirmation email titled "Your order is on the way". You will then be able to track your order through the tracking link on the email. If you haven't received an email yet, not to worry! Your order will usually take around 24-72...
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How long do international deliveries take?
Roughly speaking, orders in the EU are delivered in about five working days, and in the rest of the world, anywhere between ten and fourteen working days. For more information and available services, please click here. -
How much is delivery and how long does it take?
You can choose your delivery options when you pay. You can choose your delivery options when you pay. We strive to dispatch orders within 48-72 hours upon receipt. United Kingdom England/Wales EVRI/HERMES STANDARD (3-5 DAYS TRACKED) FREE ON ORDERS OVER £25 (or £3.99). Get an email or text wit... -
I have not received an order confirmation, has my order been placed successfully?
Your order confirmation will be sent to the email address provided at the time of ordering and should generally arrive within an hour (also check your spam folder). If it has not been received, check whether the purchase amount has been deducted from your account. If it has then you can assume th... -
I have placed my order, can I still change the delivery address?
It is not possible to change the delivery address after your order has been shipped. Please contact our customer service team via help@facetheory.com or live chat and seek further advice. Tip: after receiving your track & trace code, our couriers often offer an option to change the delivery ... -
My order has been automatically cancelled. Why?
Why Was My Order Cancelled? In the digital age, ensuring the security of online transactions is paramount. As part of our commitment to protecting our customers, we employ advanced fraud detection systems. If your order was cancelled after a successful checkout, it is likely because it was flagg... -
My order is missing a product. What can I do?
Unpacking your Facetheory order is almost as exciting as opening a gift. That’s why we do everything we can to deliver your products properly. If this isn't the case and unpacking your order has been an unpleasant surprise because something is missing or damaged then please contact our customer s... -
My order says it has been delivered but I haven’t received it – what do I do?
What to Do If Your Order Hasn't Arrived At Facetheory, we strive to ensure that your shopping experience is seamless and enjoyable. However, we understand that sometimes things don't go as planned, and you might find yourself waiting for a package that hasn't arrived. Here's a guide on what step... -
What if I receive a damaged or defective product?
If you receive a damaged or defective item, we are happy to issue a replacement. Please contact our customer service team via live chat or by emailing help@facetheory.com so we can resolve this for you promptly. -
What payment methods do you offer?
We try to make payment as easy as possible. Available payment options are shown at the checkout, and depending on your country, secure payment can be made using the following payment methods: Credit Card: instant purchase through Visa, Mastercard, or American Express Klarna Pay Later: instant p... -
What should I do if I have ordered something incorrectly, can I cancel my order?
Please contact our customer service team via help@facetheory.com or live chat and seek advice, but generally we are unable to make any changes to your order once you have pressed the ‘place order’ button, this includes the following: - Changing the item or scent - Delivery/billing address - Ad... -
Where are orders shipped from?
All of our orders are shipped directly from our warehouse in the UK. This ensures that our products are handled with care and reach you in the best condition possible. -
Your Guide to Tracking Orders with Us At our company, we are committed to providing a seamless shopping experience from the moment you place your order to the time it arrives at your doorstep. We understand the excitement of awaiting your purchase and the importance of staying informed about its...