FAQs

GENERAL QUESTIONS

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 sellers are getting verified individually after carefully reviewing their information.

Are my bank details saved in any way?

No, we don’t store any credit card or card details on the Faces servers. All data is stored on a third party gateway that Faces uses to power online payments.

What is your Privacy Policy?

Please refer to our Privacy Terms on the main site: Privacy Policy

For individual seller Privacy Terms please see sellers 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: GDPR

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

Please contact the seller 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 ot the Faces app.

Is there a minimum quantity for an order?

Of course not you can order as much or as little as you need.

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

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

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: Here

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 sellers add them to their account.

Where are the sellers from?

All of our sellers are from the UK.

How can I make sure that sellers are legitimate?

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

You can request for seller’s documents by sending us an email at [email protected].

Do you charge VAT?

Most sellers are subject to VAT at 20%. However depending on the seller 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.

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 seller for the product you're looking for.

PHARMACY

How do I place an order with the pharmacy?

Placing pharmaceutical orders is simple, once you have found a prescriber to work with, the prescriber will populate your basket with the prescription products your wish to order. 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.

PAYMENT/DELIVERY/SHIPPING

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.

What’s the cutoff time for next day shipping?

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

Which courier do you use for shipping?

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

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.

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 seller but it depends on them and we can’t make any guarantee.

What are the shipping options?

Here are the shipping options but it depends on the seller if an option is available for you to choose. Each seller 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

How can I track my order?

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

CANCELLATION/RETURNS/REFUNDS

Each seller 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 seller direct.

How can I change/cancel an order?

Please contact the seller 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 seller, 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.