Shipping information
We aim to make delivery simple, transparent and reliable. Below you will find all information relating to shipping costs, delivery times, duties and taxes, and the markets we currently service.
Orders are processed on working days (Monday–Friday, excluding UK public holidays). We aim to dispatch all orders within 24–72 hours of receipt. During peak periods, dispatch times may be slightly longer; if so, updated timelines will be confirmed in your order confirmation email.
United Kingdom
| Region | Service | Delivery Time | Cost |
| England, Scotland, Wales & Northern Ireland | Royal Mail Tracked 48 | 2 – 3 working days | FREE over £35 or £3.99 |
| England, Scotland, Wales & Northern Ireland | Royal Mail Tracked 24 | Next working day | £5.99 |
| Channel Islands (Isle of Man, Jersey & Guernsey) | Royal Mail Tracked 48 | 2 – 4 working days | FREE over £35 or £3.99 |
- Order by 2pm Mon–Thu for fastest dispatch. Weekend orders ship Monday.
- Some remote areas, including parts of the Scottish Highlands and Channel Islands, may take slightly longer. Where Tracked 24 isn’t available, we’ll use Tracked 48 or an alternative service.
- We are currently unable to deliver to British Forces Post Office (BFPO) addresses due to courier limitations.
United States
| Region | Service | Shipping terms | Delivery time | Cost |
| United States | Tracked Delivery | DDP | 5-8 working days | FREE over $50 or $24 |
| Excluded locations | Alaska, Hawaii, Marshall Islands, U.S. Virgin Islands |
Europe
| Region | Service | Shipping terms | Delivery time | Cost |
| Europe | Tracked Delivery | DDP | 4-8 working days | FREE over €45 or €4.99 |
| Romania | Tracked Delivery | DDP | 5-7 working days | 55 Romanian Leu |
Rest of the world
| Region | Service | Shipping terms | Delivery time | Cost |
| Australia | Tracked Delivery | DDU | 5-8 working days | FREE over $80 or $9.99 |
| Hong Kong | Tracked Delivery | DDU | 5-10 working days | FREE over $74 or $9.99 |
| Japan | Tracked Delivery | DDU | 5-10 working days | FREE over $100 or $9.99 |
| Philippines | Tracked Delivery | DDU | 21-24 working days | FREE over $74 or $9.99 |
| Singapore | Tracked Delivery | DDU | 5-14 working days | FREE over $120 or $17 |
| South Korea | Tracked Delivery | DDU | 8-12 working days | FREE over $100 or $9.99 |
| Switzerland | Tracked Delivery | DDU | 6-8 working days |
FREE over 41 CHF or 4.65 CHF
|
| Thailand | Tracked Delivery | DDU | 10-14 working days | FREE over $74 or $9.99 |
| United Arab Emirates (UAE) | Tracked Delivery | DDU | 5-8 working days | FREE over $100 or $9.99 |
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DDU shipments may incur import duties, taxes or customs fees, which are set by the destination country and paid by the customer before delivery.
- Customs inspections or processing may delay international deliveries. These steps are handled by local customs authorities and are beyond our control.
- If an order is refused or returned because duties or taxes weren’t paid, shipping and return fees may be deducted from your refund.
Returns & exchanges
Our Returns Policy
- Try Facetheory with peace of mind: our returns policy has you covered.
- If you’re not happy or don’t see visible improvement within 365 days, email us for a free exchange or refund.
- No need to return the product.
- We can only process one return per product within 365 days and may decline further purchases if our products aren’t suitable for your skin.
- Refunds exclude delivery charges.
- Maximum refund limit: £75 / €90 / $100 / AUS$150 within any 365‑day period.
Exchanges
- Exchanges are available up to the amount paid for the product, with a maximum of £75.
- Once a product has been exchanged, no further refunds or exchanges can be issued for either the original or replacement item.
Free gifts & competitions
- Free gifts or competition prizes aren’t eligible for returns or exchanges.
- They cannot be refunded or exchanged for another item.
- If an exchange is agreed, no further refunds or exchanges can be made for the original or replacement product.
- Exchanges can be made up to the value originally paid (maximum £75 / €90 / $100 / AUS$150) within 365 days of purchase.