facetheory Reviews

Name: facetheory
Address: 20-22 Wenlock Road, London, London Borough of Hackney
Rating: 4.70

4.7 Rating 37,625 Reviews

95 %

of reviewers recommend facetheory

4.7

Based on 37,625 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 88%
Accurate And Undamaged Orders	96%
Customer Service
Communication Channels	Email, Live Chat, Telephone
Queries Resolved In	Under An Hour
Customer Service	4.9 out of 5
Returns & Refunds
Refunds Process	Very Easy
Returns Process	Easy

Visit Website

Phone:

07961785402

Email:

help@facetheory.com

Location:

20-22 Wenlock Road,
London
London Borough of Hackney
N1 7GU

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facetheory 5 star review on 4th January 2025

1913

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“The product didn’t work”

Helpful Report

Posted 2 years ago

Hi, Thank you for your feedback. Our returns policy gives you peace of mind when trying Facetheory. If for some reason you're not completely happy with a facetheory purchase and don't notice any visible improvement in your skin within 365 days - just email us at help@facetheory.com for a free exchange or refund. Thanks Facetheory Team

Posted 2 years ago

“Still did not receive my parcel it's been 10 days”

Helpful Report

Posted 2 years ago

Hi We are sorry to hear that your order hasn’t arrived. I understand how frustrating this must be for you. We didn’t intend for this to happen, however, couriers are still experiencing some delays due national and international events. Looking at the tracking of the original order, it arrived in the destination country and is on the way to your local delivery office. Again, many apologies for the delay. Thanks Facetheory Team

Posted 2 years ago

“Not happy with the company. Emailed them because my parcel was thrown over the wall and left in the rain, but they never replied or even acknowledged receipt of it. Very unhappy.”

Helpful Report

Posted 2 years ago

Hi Debra Thank you for your feedback and I am sorry to hear about your disappointment. I have asked customer service to get in touch with you via email. For any future questions, please contact us via help@facetheory.com. Thanks Facetheory Team

Posted 2 years ago

“Am afraid this didn't help my pigmentation and blemishes. Too expensive and decided to try it but didn't help”

Helpful Report

Posted 2 years ago

Hi, Thank you for your feedback. We recommend using the product for at least 4 weeks continuously to see any first changes. If for some reason you're not completely happy with a facetheory purchase and don't notice any visible improvement in your skin within 365 days - just email us at help@facetheory.com for a free exchange or refund. Thanks Facetheory Team

Posted 2 years ago

“I bought lips scurb and balm but am not seeing the results on my lips at all, not happy about it”

Helpful Report

Posted 2 years ago

Hi, Thank you for your feedback and I am sorry to hear that the products did not meet your expectations. If for some reason you're not completely happy with a facetheory purchase and don't notice any visible improvement in your skin within 365 days - just email us at help@facetheory.com for a free exchange or refund. Thanks Facetheory Team

Posted 2 years ago

“I did not get my parcel. I”

Helpful Report

Posted 2 years ago

Hi Samantha Sorry to hear that you have not received your order yet. I have asked customer service to check this for you and to get in touch via email. Thanks, Facetheory Team

Posted 2 years ago

“Il manque une posologie détaillée en français. Peut on mettre la lotion sur tout le visage? À quelle fréquence, combien de temps. Peut on également combiner la pose de Creme , avant ou après votre lotion. Peut on sortir au soleil après avoir appliqué votre crème ou pas. Durée totale du traitement ?”

Helpful Report

Posted 2 years ago

Bonjour Jean, Nous serions heureux de vous aider. Veuillez nous envoyer un e-mail à help@facetheory.com et nous serons heureux de vous aider. Merci

Posted 2 years ago

“I don't like the product, I can't see a real improvement and it smells quite badly”

Helpful Report

Posted 2 years ago

Hi, Thank you for your feedback and I am sorry to hear that the product did not meet your expectations. If for some reason you're not completely happy with a facetheory purchase and don't notice any visible improvement in your skin within 365 days - just email us at help@facetheory.com for a free exchange or refund. Thanks Facetheory

Posted 2 years ago

“Me parecen unos timadores: en julio no me entregaron los productos y tres meses después no está abonado Su profesional respuesta es que "Los reembolsos no se procesan automáticamente si los productos no se han entregado con éxito" Gran negocio: no entregan los productos y luego no devuelven tu dinero... No volveré a comprar nunca”

Helpful Report

Posted 2 years ago

Hola, Siempre es una prioridad brindar una experiencia perfecta a nuestros clientes, y lamentamos no haberlo logrado. Podemos ver aquí que un miembro de nuestro equipo lo ayudó con este problema y le otorgó un reembolso. No dude en comunicarse con nuestro equipo de atención al cliente si hay algo más que podamos hacer por usted. Gracias Facetheory

Posted 2 years ago

“I didin’t get my package”

Helpful Report

Posted 2 years ago

Hi, I am sorry to hear that you have not received your order. It is always a priority to provide a seamless experience to our customers, and we’re sorry we fell short. Please send us an email at help@facetheory.com and our customer service team will be able to look into this. Thanks Facetheory Team

Posted 2 years ago

“I got the clarifying cleanser to clear off my blemishes and hyperpigmentation, ended up with big painful pimples on my chin, now scared of using what i bought with my money.not happy at all.i wanted to clear my skin now i have more than my face had before buying this”

Helpful Report

Posted 2 years ago

Hello, I'm sorry to hear that you have increased breakouts. Products such as the Clarifying Cleanser that increase your cell turnover can bring congestion to the surface in the form of purging. If for some reason you're not completely happy with a facetheory purchase and don't notice any visible improvement in your skin within 365 days - just email us at help@facetheory.com for a free exchange or refund. Thanks, Facetheory Team

Posted 2 years ago

“Ich habe meine Bestellung nicht erhalten”

Helpful Report

Posted 2 years ago

“I didn't get the product!”

Helpful Report

Posted 2 years ago

Hi Claudia, It is always a priority to provide a seamless experience to our customers, and we’re sorry we fell short. We can see here that a member of our team assisted you with this issue. Please feel free to reach out to our Customer Service Team if there’s anything else we can do for you. Thanks, Facetheory Team

Posted 2 years ago

“Je n’ai jamais reçu mon colis Très décevant Je ne commanderai plus chez vous”

Helpful Report

Posted 2 years ago

Bonjour Loïc Nous sommes désolés d'apprendre que votre commande n'est pas arrivée. Je comprends à quel point cela doit être frustrant pour vous. Nous n'avions pas l'intention que cela se produise, cependant, les coursiers connaissent encore des retards en raison de covid et d'autres événements nationaux et internationaux. J'ai demandé au service client de vous contacter par e-mail. Encore mille excuses pour le retard. Merci Facetheory Team

Posted 2 years ago

“Wasn't expecting the results, although it was for my skin type. Had severe acne and dry skin, after using cleanser my skin started burning used three days after that stopped using. Won't recommend this to anyone.”

Helpful Report

Posted 2 years ago

Hello We are so sorry to hear that you had a reaction. There are many elements that can increase sensitivity or cause irritation. For example, it may be a specific ingredient in the formula to which you are allergic, or an active ingredient which is simply too potent for your skin. Sometimes it's other products used at the same time, or even external/environmental factors. We have a 365-day guarantee - just email us at help@facetheory.com for a free exchange or refund. Thanks, Facetheory Team

Posted 2 years ago

“Never recieved my product”

Helpful Report

Posted 2 years ago

Hi, It is always a priority to provide a seamless experience to our customers, and we’re sorry we fell short. We can see here that a member of our team assisted you with this issue. Please feel free to reach out to our Customer Service Team if there’s anything else we can do for you. Thanks Facetheory Team

Posted 2 years ago

“Les produits ne sont pas chers mais N’ont aucune efficacité. Ne pas acheter.”

Helpful Report

Posted 2 years ago

Bonjour, Merci pour votre avis. Nous vous recommandons d'utiliser le produit pendant au moins 4 semaines en continu pour voir les premiers changements. Si, pour une raison quelconque, vous n'êtes pas entièrement satisfait d'un achat facetheory et que vous ne remarquez aucune amélioration visible de votre peau dans les 365 jours, envoyez-nous simplement un e-mail à help@facetheory.com pour un échange ou un remboursement gratuit. Merci Facetheory Team

Posted 2 years ago

“I am unable to use the products ordered. The face cream is too greasy for my skin, and the toner burns badly. I would like a refund please. Thank you.”

Helpful Report

Posted 2 years ago

Hi, Thank you for your feedback and I am sorry to hear that the products did not meet your expectations. There are many elements that can increase sensitivity or cause irritation. For example, it may be a specific ingredient in the formula to which you are allergic, or an active ingredient that is simply too potent for your skin. I have forwarded this to our customer service team who will be in touch with you via email. Facetheory Team

Posted 2 years ago

“OS DOY UNA ESTRELLA POR QUE NO SE PUEDE DAR MENOS!! LO PEOR !!! No cumple con los plazos de entregar y eso que en la web aparece que los productos están disponibles, mala atención al cliente, SIN DUDA NO VOLVERÉ A COMPRAR AQUÍ Y ACONSEJARÉ A MIS CONOCIDOS TAMBIÉN ( productos poco eficaces) LA PEOR INVERSIÓN”

Helpful Report

Posted 2 years ago

Hola, Gracias por tus comentarios. Siempre es una prioridad brindar una experiencia fluida a nuestros clientes, y lamentamos no habernos cumplido y no era nuestra intención darle una respuesta zalamera y empalagosa. He transmitido sus comentarios a nuestro equipo de experiencia. Desafortunadamente, hay retrasos inesperados en el envío de existencias a nuestro almacén de la UE que están fuera de nuestro control. Facetheory Team

Posted 2 years ago

“My full cleanser, dropped into the sink and smashed. Not a big fan of the heavy glass packaging for cleansers. I commented on Facebook posts a few times but no one contacted me to offer replacement or just to check in. Really disappointed.”

Helpful Report

Posted 2 years ago

Hi Emma, Thank you for your feedback and we are sorry to hear that the jar dropped into the sink. I have passed on your feedback to our experience team. For any customer service related queries, please contact our customer service team direct by emailing help@facetheory.com. Thanks Facetheory.com

Posted 2 years ago

facetheory is rated 4.7 based on 37,625 reviews