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 steps to take if your order seems to be missing.

Step 1: Check with Your Household and Neighbors

Before jumping to conclusions, please check with members of your household and neighbors. Sometimes, parcels are taken in on your behalf, especially if you were not available at the time of delivery. It's a good idea to ask around to see if someone else might have accepted your package.

Step 2: Verify Your Shipping Address

Double-check the shipping address you provided at checkout. You can find this information in your order confirmation email. Ensuring that the address is correct can help identify if the package was delivered to the wrong location.

Step 3: Use the Tracking Link

When your order was shipped, you should have received an email with a tracking link. This link is a valuable tool for determining the status and location of your package. Check the tracking details to see if there are any notes about where the parcel was left.

Step 4: Allow for Incidental Scans

Sometimes, packages are marked as delivered prematurely due to incidental scans. We kindly advise allowing up to 48 hours after the indicated delivery time for the package to arrive. Often, the parcel will show up within this window.

Step 5: Contact Us

If, after 48 hours, you still haven't been able to locate your order, please reach out to us. We are here to assist you and ensure that you receive your products. Our customer service team is dedicated to resolving any issues promptly and professionally.