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 |
- Unfortunately, we are currently unable to ship to US Armed Forces addresses (APO, FPO, or DPO locations). If an order is placed using one of these addresses, we reserve the right to cancel the order and issue a full refund.
Europe
|
Region |
Service |
Shipping terms |
Delivery time |
Cost |
|
Europe |
Tracked Delivery |
IOSS / VAT prepaid; local handling charges may apply |
4-8 working days |
FREE over €45 or €4.99 |
|
Austria |
Tracked Delivery |
IOSS / VAT prepaid; local handling charges may apply |
5-8 working days |
FREE over €45 or €4.99 |
|
Belgium |
Tracked Delivery |
IOSS / VAT prepaid; local handling charges may apply |
4-6 working days |
FREE over €45 or €4.99 |
|
Czechia |
Tracked Delivery |
IOSS / VAT prepaid; local handling charges may apply |
4-9 working days |
FREE over €45 or €4.99 |
|
Denmark |
Tracked Delivery |
IOSS / VAT prepaid; local handling charges may apply |
4-8 working days |
FREE over €45 or €4.99 |
|
Estonia |
Tracked Delivery |
IOSS / VAT prepaid; local handling charges may apply |
5-10 working days |
FREE over €45 or €4.99 |
|
France |
Tracked Delivery |
IOSS / VAT prepaid; local handling charges may apply |
4-6 working days |
FREE over €45 or €4.99 |
|
Germany |
Tracked Delivery |
IOSS / VAT prepaid; local handling charges may apply |
4-6 working days |
FREE over €45 or €4.99 |
|
Gibraltar |
Tracked Delivery |
IOSS / VAT prepaid; local handling charges may apply |
5-10 working days |
FREE over €45 or €4.99 |
|
Greece |
Tracked Delivery |
IOSS / VAT prepaid; local handling charges may apply |
5-12 working days |
FREE over €45 or €4.99 |
|
Iceland |
Tracked Delivery |
IOSS / VAT prepaid; local handling charges may apply |
4-10 working days |
FREE over €45 or €4.99 |
|
Ireland |
Tracked Delivery |
IOSS / VAT prepaid; local handling charges may apply |
3-6 working days |
FREE over €45 or €4.99 |
|
Italy |
Tracked Delivery |
IOSS / VAT prepaid; local handling charges may apply |
4-8 working days |
FREE over €45 or €4.99 |
|
Lativa |
Tracked Delivery |
IOSS / VAT prepaid; local handling charges may apply |
4-7 working days |
FREE over €45 or €4.99 |
|
Lithuania |
Tracked Delivery |
IOSS / VAT prepaid; local handling charges may apply |
4-7 working days |
FREE over €45 or €4.99 |
|
Luxembourg |
Tracked Delivery |
IOSS / VAT prepaid; local handling charges may apply |
4-6 working days |
FREE over €45 or €4.99 |
|
Monaco |
Tracked Delivery |
IOSS / VAT prepaid; local handling charges may apply |
4-6 working days |
FREE over €45 or €4.99 |
|
Netherlands |
Tracked Delivery |
IOSS / VAT prepaid; local handling charges may apply |
4-6 working days |
FREE over €45 or €4.99 |
|
Poland |
Tracked Delivery |
IOSS / VAT prepaid; local handling charges may apply |
4-8 working days |
FREE over €45 or €4.99 |
|
Portugal |
Tracked Delivery |
IOSS / VAT prepaid; local handling charges may apply |
4-9 working days |
FREE over €45 or €4.99 |
|
Slovakia |
Tracked Delivery |
IOSS / VAT prepaid; local handling charges may apply |
4-9 working days |
FREE over €45 or €4.99 |
|
Spain |
Tracked Delivery |
IOSS / VAT prepaid; local handling charges may apply |
4-8 working days |
FREE over €45 or €4.99 |
|
Sweden |
Tracked Delivery |
IOSS / VAT prepaid; local handling charges may apply |
4-8 working days |
FREE over €45 or €4.99 |
|
Malta |
Tracked Delivery |
IOSS / VAT prepaid; local handling charges may apply |
4-6 working days |
FREE over €45 or €4.99 |
|
Romania |
Tracked Delivery |
IOSS / VAT prepaid; local handling charges may apply |
5-7 working days |
55 Romanian Leu |
Facetheory ships all EU orders using the Import One-Stop Shop (IOSS) scheme, resulting in VAT being collected at checkout for eligible consignments. Commencing July 1st, the EU introduced a flat rate import fee of €3 on imported goods, and in some cases, an additional small charge may also be applied by the local customs authority or delivery carrier. These charges are set by EU authorities and/or local delivery providers, are not controlled by Facetheory ,and may vary by country. We are unable to collect or prepay these fees at checkout, and any such charges must be paid by the customer directly to the carrier before delivery. By placing an order, you acknowledge and accept that these additional charges may apply and are the responsibility of the recipient. If an order is refused or returned because duties or taxes were not paid, shipping and return fees may be deducted from your refund.
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 |
| 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 |
*Australia: We currently do not ship to Tasmania.
-
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.
- Please note that we are unable to exchange products solely because they are in our previous packaging. During our packaging transition, customers may receive either the previous or updated packaging, depending on what they ordered while existing stock is sold through. The product pages on our website clearly show which products are currently available in the new packaging, allowing customers to see the packaging they can expect to receive before placing an order. As the packaging version received is clearly indicated and the product remains the same, we are unable to offer exchanges based on packaging preference alone.
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.