Frequently asked questions
The Products
I'M NEW TO THE RANGE - HOW DO I START?
Build a routine and order some products :). If you have sensitive skin, we'd recommend our fragrance-free options in our cleansers and moisturisers. All of our other products are naturally scented with botanicals.
ARE YOUR PRODUCTS TESTED ON ANIMALS? WHAT'S YOUR ANIMAL TESTING STATEMENT?
We don't use ingredients that have been tested on animals. We also do not test finished products on animals nor do we engage subcontractors to do so. We also don't sell to markets where animal testing is mandatory. All Facetheory ingredients are vegan and none are animal-derived.
DO YOU OFFER SAMPLES?
We don't offer samples unfortunately. We recommend you use facetheory for at least 30 days to get a good feel for if the routine is going to work for you and a sample wouldn't give your skin sufficient time to obtain the benefit from the product. We back our products with a 365 day satisfaction guarantee, so if you're not happy you can just claim a refund.
HOW LONG CAN THE PRODUCTS BE STORED FOR?
Quick answer - it depends - factors like the environment affect shelf life, so we can't give a specific answer - but most of the time the products will be fine even a year after you buy them. Once opened, they last at least nine months at room temperature.
WHERE ARE FACETHEORY PRODUCTS MADE?
They're made in the United Kingdom in our own lab to exacting quality standards. We source our ingredients very carefully and only work with a carefully chosen selection of suppliers.
I HAVE A MEDICAL CONDITION - ARE FACETHEORY PRODUCTS SUITABLE?
Generally speaking our products are well-tolerated, however if you have specific concerns please address these with your medical practitioner. If in doubt, test on a small area first (e.g. behind your ear) and leave the product on for 24 hours. If there's any redness or soreness then discontinue use.
I'VE GOT A NUT ALLERGY. CAN I USE YOUR PRODUCTS?
Allergies vary from person to person and unfortunately we are not able to confirm "nut allergy free" for everybody because each individual could be allergic to a different kind of nut (although peanuts are the most common). We do however include a full list of ingredients with every product, both on the website and on the product packaging. We suggest you check these to make sure our products don't have something in that you're allergic to.
If you do have a nut allergy - we always recommend you speak to your GP to see if our products may be suitable and then patch test first. A small amount should be applied close to where you want to apply the product (such as behind the ear). If you experience any redness, irritation or discomfort during the next 24 hours then you should immediately and thoroughly wash the test area and not use that product.
Sustainability
HOW MUCH PLASTIC DO YOU USE?
We're phasing out single-use plastic and most of our products our now available in either glass jars, glass bottles, or aluminium tubes. Consider it change-making for your skin—but also our earth. Environmental responsibility has propelled us from day 1, and we’re resolute in our commitment: from locally sourced packaging that lowers our carbon footprint, to completely phasing out single-use plastic, to being forever vegan and cruelty-free.
Ordering and Delivery
HOW MUCH IS DELIVERY AND HOW LONG DOES IT TAKE?
Delivery is FREE to anywhere in the UK on spends over £25. Our free delivery shipments are sent via Evri on a three to five working day TRACKED service. You can also upgrade to next day delivery (order before 2pm)*.
* Orders must be placed before 2pm, Mo-Thu, for next working day delivery. If the order has been placed on the weekend (Saturday or Sunday), the next working day for it to be delivered is Tuesday.
AND WHAT ABOUT INTERNATIONAL DELIVERY?
Orders in the EU are delivered in about five working days and the rest of the world anywhere between ten and fourteen working days. You may have to pay customs charges on receipt in your own country if you're outside of the EU. EU delivery is between £4.99 - £9.99 and ROW delivery is £9.99.
Please note the above shipping timelines are estimates and not guaranteed. Sometimes there may be delays – e.g. carrier delays, logistics, customs, bad weather or things out of our control.
HOW DOES THE 365 DAY SATISFACTION GUARANTEE WORK?
Our returns policy gives you peace of mind when trying Facetheory.
If, for some reason you're not completely happy with a facetheory purchase and don't notice any visible improvement in your skin within 365 days - just email us at help@facetheory.com for a free exchange or refund.
You don't even have to return your product.
The Small Print - we can only accept product returns once per product over 365 days - and we reserve the right to say that our products may not be suitable for your skin and decline any further purchases from you.
Refunds exclude any delivery charges. We offer a maximum refund limit of £75 over any 365 day period.
WHAT'S THE RETURNS POLICY?
If you don't like a product, let us know, and we'll offer you either further product advice (sometimes it can be an application issue) or we'll send you a free returns label and you can pop the product back in the post.
Other stuff
DO YOU HAVE A PRESS CONTACT?
Yes. For all press and media requests and information about Facetheory, please contact:
DO YOU WORK WITH INFLUENCERS?
Yes. Email help@facetheory.com and tell us about yourself.
I HAVE OTHER RANDOM QUESTIONS.
Try here. Email help@facetheory.com and we'll do our best to answer.