As all our parcels require a signature upon delivery, we are unable to deliver to PO Box addresses.
Royal Mail 1st Class Signed For – £5 FOR ALL ORDERS UNDER £80
Courier 1-2 Days Delivery Service – £7 FOR ALL ORDERS UNDER £80
Please contact us for individual prices. ORDERS@FACEMATTERS-SKINCARE.COM
*Our STANDARD delivery service is available for all addresses within the UK. Please note that working days exclude Saturdays, Sundays and English Bank holidays.
Deliveries can be made worldwide. If you have a question about delivery we will advise you if you contact our Customer Services at ORDERS@FACEMATTERS-SKINCARE.COM
Whenever referred to, working days exclude Saturday, Sunday and English bank holidays. Orders to one address may be delivered in one or more deliveries; however, you will incur only one delivery charge. Any delivery timescales are indicative only.
Upon delivery of the merchandise to you, we will provide you with sufficient information to enable you to exercise your statutory right of cancellation and address any intended cancellation to the correct addressee or return or exchange your merchandise. For further information, please see the returns and the cancellation right sections within these terms and conditions.
ACKNOWLEDGEMENT AND ACCEPTANCE OF YOUR ORDER
We will notify you by email as soon as possible to acknowledge receipt of your order. If we are unable to fulfil your order following this acknowledgement, we will contact you by email or telephone advising you of this. Our acceptance of your order will take place upon despatch of the product(s) ordered. If you require any information concerning your order please email us at
ORDERS@FACEMATTERS-SKINCARE.COM quoting your order number. We may not accept your order if an item you have ordered is out of stock, if we have identified a product or pricing error or if we are unable to obtain authorisation for your payment. Please note that we reserve the right to reject any offer to purchase by you at any time.
You should inspect the merchandise upon receipt and check that everything specified on the delivery note is included. You will be deemed to have accepted the order unless you notify us upon receipt that there is a problem or cancel the order in accordance with your cancellation right and/or return the goods in accordance with our returns policy and procedure. If you fail to take such action, we are not obligated to accept any rejection by you of the merchandise at a later date. Your statutory rights are not affected.
Face Matters hopes that you will be delighted with your order. However, if for any reason you are not completely satisfied we are happy to offer a refund, exchange or replacement on all goods returned to us within 14 days of your receipt of goods, provided they are in their original, unopened and unused condition.
Please follow the four steps outlined below to return your goods to Face Matters:
Please email our customer services team at ORDERS@FACEMATTERS-SKINCARE.COM to obtain a returns authorisation number (RAN). You will need to provide full details of your customer order number, which is provided in the documentation that arrives with your order, together with details of the items you wish to return.
Once you have received your RAN, please enter it into the space provided on the returns form included in the documentation you receive with your order. You also need to indicate on this form whether you would like a refund, replacement or exchange. Please remember that in order for the return to be processed you must ensure that the completed form is included with your return package and that the goods are wrapped securely in the same outer packaging in which you received them.
Please return your package by recorded delivery (retaining your recorded delivery receipt as proof of postage), using the pre-printed shipping label supplied with your order documentation.
All returned goods will be examined upon receipt, as for reasons of hygiene we are unable to offer refunds, replacements or exchanges on any opened or used goods. We will process your return as quickly as possible and will notify you by email once your refund, replacement or exchange has been processed. During busy periods, please allow a maximum of 30 working days for your refund, replacement or exchange to be processed.
Your payment for the goods will be refunded by Face Matters as soon as possible by the original payment method, no later than 30 working days after we have received the goods. Please note that delivery charges are not refunded. In addition to our returns policy you have the legal right to cancel your order within seven working days from the date of receipt of the goods if you send us a notice of cancellation in writing and return the goods to us in their original, unopened and unused condition. Where goods are delivered to a third party, you may also exercise this right if you are able to return the goods to us in their original, unopened and unused condition. Please see the cancellation right section in our terms and conditions.
Your statutory rights are not affected.