FAQs - Shop

Have any questions not listed below? Please get in touch.

How secure is the Faces Shop?

All transactions on Faces shop are secured by SSL, all your information is securely stored on our cloud server database. All payments are carried out by encrypting your data. All our merchants are getting verified individually after carefully reviewing their information.

Are my bank details saved in any way?

Yes, you have an option to save your debit/card details on your account so you can use it again easily on your next purchase.

What is your Privacy Policy?

Please refer to our Privacy Terms on the main site: facesconsent.com/pages/privacy-terms

For individual merchant Privacy Terms please see merchants profile or website directly.

Do you comply with GDPR regulations?

Yes, we are GDPR compliant. Please refer to our GDPR Practice on the main site: facesconsent.com/pages/gdpr-forms

Do I need a medical doctor to purchase products?

No, However you do need to be a qualified aesthetics practitioner to purchase products. You will be asked to verify your account on prescription items, which will need to be signed off by the pharmacist. You may need to have a prescribing partner to purchase prescription products, If you are looking for a prescriber, you can find one within the Faces prescribing directory.

How do I get discount codes?

Discount codes are announced on all of our social media accounts. Codes are released when merchants add them to their account.

Where are the merchants from?

All of our merchants are from the UK.

How can I make sure that merchants are legitimate?

Faces verified and picked our merchants carefully, merchants need to go through a verification process allowing Faces to make sure they are a genuine aesthetics supplier.

You can request for a merchant's documents by sending us an email at [email protected].

Do you charge VAT?

Most merchants are subject to VAT at 20%. However, depending on the merchant depends if they are VAT registered or not. If not then you as the buyer will not get charged the VAT.

How can I contact Faces’ support?

You can send us a message at any of our social media accounts or send us an email at [email protected]. Our customer service team is available Monday to Friday, 8AM till 5PM.

I want to know more information about a product, what should I do?

Please contact the merchant directly for additional information or drop us a message directly and we’ll do our best to help!

Can I order via phone?

No. We only accept orders online via site or the Faces app.

Is there a minimum quantity for an order?

For non-prescription items, you can order as much or as little as you need.

For prescription items, the quantity of your order depends on the script your prescriber will approve.

I want to order from multiple merchants, will I receive it as one order?

Faces sells products from a number of verified merchants, all products will be shipped out individually from each merchant but should arrive at the same time as most merchants use the same couriers.

What if there’s a product that I want and is not available in the Faces Shop?

Please contact us at [email protected] and we’ll do our best to find a suitable merchant for the product you're looking for.

I’m having problems logging in, what should I do?

Please complete our error report form with any issues you may have with your Faces account: forms.gle/yWUsrpg9AUUsH3e66

Have any questions not listed below? Please get in touch.

How do I place an order with the pharmacy?

Placing pharmaceutical orders is simple, all you need to do is select your prescriber and select the pharmacy you wish for your prescription to be sent to. The order will then be sent to the pharmacy to be signed off and processed, you will then be able to complete the order at the checkout.

What are the policies when submitting prescriptions?

For your prescription to be approved by the pharmacist you must have completed all the required questions and categories within the prescription. You must also be registered with the pharmacies which is done through Faces and you must also have a registered prescriber if you are not already one.

Where do I send prescriptions?

Prescriptions are automatically processed and sent directly to the pharmacist once the registered prescriber has completed the prescription. Once the pharmacist has signed off the prescription you will be notified and have the ability to purchase the prescription items directly from your shopping cart.

What are the cancellation/refund/return policies on prescription items?

Each pharmacy will have their own policies, please check with the pharmacy directly to get a full breakdown.

Can an order for prescription items be declined?

Yes, if a prescription has not been created correctly or there are items listed or amounts listed and the pharmacist has concerns, the pharmacist has the right to decline a prescription.

What are the minimum or maximum items allowed on a prescription?

Your prescriber will inform you on quantities of items that can be added to each prescription.

Have any questions not listed below? Please get in touch.

What cards are being accepted?

We accept major Visa and Mastercard credit and debit cards

Do you accept other payment methods?

No. We only accept payments using valid credit and debit cards

My payment won’t go through, what should I do?

If your card is not being accepted, please contact us directly at [email protected] or kindly contact your financial institute for more information.

Do you ship internationally?

Currently we only ship in the UK and Ireland.

Can I request for expedited shipping?

We can make a request to the merchant but it depends on them and we can’t make any guarantee.

Can I change my shipping/billing address?

Before going to checkout, please change your addresses in My Account option to avoid delays on your orders. If you need to change your shipping/billing address, please contact us at [email protected] so we can make amendments if possible.

What are the shipping options?

Here are the shipping options but it depends on the merchant if an option is available for you to choose. Each merchant also has their own shipping prices.

  • Next Working Day - Monday - Friday

  • Next Day before 12 PM - Monday - Friday

  • Next Day before 10:30 AM - Monday - Friday

  • Saturday

  • Saturday before 12 PM

  • Saturday before 10:30 AM

  • 3-5 days

What’s the cutoff time for next day shipping?

Each merchant will have their own cut off point, please check with the merchant direct.

Which courier do you use for shipping?

Most of the merchants on Faces use next day couriers such as DPD or Royal Mail. This information can be found in your order category.

How can I track my order?

Orders can be tracked within your account under ‘my orders’

Have any questions not listed below? Please get in touch.

Each merchant has their own cancellation, returns and refund policy which you will agree to when you check out. This policy has been checked and reviewed by the Faces team to give you the best online shopping experience.

My order is late, what should I do?

You can contact us at any of our social media accounts or send us an email at [email protected] or contact the merchant direct.

How can I change/cancel an order?

Please contact the merchant directly using the contact information listed on the invoice that was sent to you.

I received damaged/incorrect/incomplete orders, what should I do?

You may need to contact the merchant, allowing them to replace or send you the correct item.

More questions?

For additional questions and clarifications, please contact us directly or at any of our social media accounts.

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