Name: Facetheory
Address: The Old Town Hall, Bacup Road, Spinning Point, Rossendale, Lancashire
Rating: 4.70

“I received my product and only used it twice and I had to discontinue but the stinging was so bad. I literally had to wash my face as it felt as if it was burning. The stinging sensation lasted for more than 15mins. My face also became really bad as it brought out more acne and blackheads. Not what I was expecting at all”

Helpful Report

(English) - Posted 4 days ago

Hi Amanda, Thank you for sharing your experience, and I’m very sorry to hear that the product caused such a strong stinging and burning sensation on your skin. That sounds extremely uncomfortable, and it’s completely understandable that you had to discontinue use and wash it off. We’re also sorry that it seemed to trigger more acne and blackheads, which is definitely not the result we want for you. We take your feedback very seriously and your comments will be coordinated with our team for review. Thanks Facetheory Team

Posted 4 days ago

“The products themselves are good but I cannot get over the horrendous new packaging. The glass jars were wonderful to use and the aluminium tubes are horrible and unsafe.The tube lid chafes against the aluminium tube itself, creating tiny particles which eventually mix in with the products, creating a toxic grey sludge, which is incredibly dangerous. When I brought it up with customer service, they had the audacity to say that it's harmless and I should just wipe it off. I shared photos of the tubes to support my argument. No refund offered despite me sharing photos of the tubes to support my argument.”

Helpful Report

(English) - Posted 1 month ago

Hi there, Thank you for taking the time to share your feedback, and I’m sorry to hear about your experience with the new packaging. We’re glad to hear you like the products themselves, but we understand how disappointing and frustrating the packaging concerns have been for you. Your safety and satisfaction are extremely important to us, and we’re sorry that our previous response did not meet your expectations. We also appreciate you sharing your photos, as feedback like this helps us review any packaging issues more closely. Please contact our customer service team again with your order details so we can look into this further and help resolve it for you as quickly as possible. Thanks Facetheory Team

Posted 1 month ago

“Det er ikke et godt produkt til tør hud”

Helpful Report

(English) - Posted 1 month ago

“Bought the Glow-C Cream Cleanser and was really disappointed, leaves a sticky feeling. A shame you've stopped making the Hydrasoft Makeup Remover which was an excellent product just with some questionable packaging.”

Helpful Report

(English) - Posted 2 months ago

Dear Heather, Thank you for your feedback on the Glow-C Cream Cleanser, we're sorry it felt sticky and that we discontinued the beloved Hydrasoft Makeup Remover. To get a non-sticky finish with the Cream Cleanser: Use a pea-sized amount on damp skin, massage for 30-60 seconds, then rinse thoroughly with lukewarm water, pat dry gently for that smooth, clean feel without residue. For even better makeup removal without stickiness, we recommend the Glow-C Cleansing Balm (warm between fingers, apply to dry skin, rinse with water for a milky cleanse) or HydraCleanse Rebalancing Gel Cleanser (lather on wet skin, rinse for balanced hydration). Thanks Facetheory Team

Posted 2 months ago

“I started getting pimples after the vitamin c moisturiser , it would have been better if there always samples to try”

Helpful Report

(English) - Posted 2 months ago

Hi Pooja Hi there, thank you for sharing your experience with our Glow‑C Daily Moisturiser SPF 30. We’re sorry to hear you noticed some breakouts after using it, everyone’s skin can react differently, especially when introducing new ingredients like Vitamin C. In some cases, mild purging can occur as your skin adjusts, particularly when using products with actives or natural essential oils such as grapefruit oil. However, if the breakouts persist or become uncomfortable, it’s best to stop using the product and let our team help you find an alternative that’s better suited to your skin type. Please reach out to our customer care team at help@facetheory.com, we’d be happy to look into this further with you. We also appreciate your feedback about offering samples and will pass this suggestion on to our product development team. Thanks Facetheory Team

Posted 2 months ago

“I really wanted to like the face theory vitamin C serum, especially since it was affordable compared to some other brands on the market, but unfortunately I found it to be worse than expected, after I apply it to my clean face in the morning my face feels sticky and greasy. This never happened before when I used other brands of vitamin C serum. Disappointed. So one star from me for the product and five stars for service and delivery”

Helpful Report

(English) - Posted 3 months ago

Hi Juliana Thank you for taking the time to share your feedback. We're sorry to hear that our Vitamin C Serum didn’t feel as comfortable on your skin as you’d hoped. The slightly tacky finish you noticed can sometimes happen depending on how much is applied or whether the skin is still damp after cleansing. To help reduce this, we suggest using just 2–3 drops per application and waiting a few minutes before applying your moisturiser or SPF. Applying it to completely dry skin can also help it absorb more evenly and feel lighter on the skin. We’re really glad to hear that you were happy with our service and delivery, thank you for your kind words. If you'd like, our customer care team would be happy to recommend an alternative vitamin C formula or help tailor your routine for a smoother finish. Please don’t hesitate to reach out to us at help@facetheory.com - we’d love to assist further. Thanks Facetheory Team

Posted 3 months ago

“Dopo 24 GG e due solleciti, non ho ancora ricevuto la mia crema per cui ho speso 39 euro. Spero di avere notizie presto.”

Helpful Report

(English) - Posted 3 months ago

Ciao Cristina, Ci dispiace moltissimo per il ritardo e comprendiamo perfettamente la sua frustrazione. Le assicuriamo che stiamo già indagando con il corriere per rintracciare il suo ordine e capire cosa sia successo alla spedizione. La contatteremo al più presto non appena avremo aggiornamenti. Grazie per la sua pazienza e comprensione. Facetheory Team

Posted 3 months ago

“Colis toujours pas reçu et aucune information du vendeur... Serait-ce un site d arnaque ?”

Helpful Report

(English) - Posted 3 months ago

Bonjour, Nous sommes sincèrement désolés pour le retard rencontré dans la livraison de votre commande. Ce contretemps a été causé par un dysfonctionnement du logiciel des douanes, désormais entièrement résolu. D’après nos dernières informations, votre colis a bien été réceptionné par une agence Colis Privé le 30/01. Il est actuellement en cours d’acheminement vers sa destination finale et devrait vous être livré très prochainement. Merci pour votre patience et votre compréhension. Facetheory Team

Posted 3 months ago

“Commande passée début janvier et toujours spas reçue, ni même de retour du support client après les avoir contacté”

Helpful Report

(English) - Posted 3 months ago

Bonjour Nanguy, nous sommes vraiment désolés d'apprendre que votre commande n'est pas encore arrivée. Les livraisons vers la France sont actuellement plus lentes que d'habitude en raison d'un problème initial avec le logiciel des douanes, suivi de conditions météorologiques difficiles en Europe et de la congestion qui en résulte au sein des réseaux logistiques, ce qui peut expliquer le retard. Nous avons vérifié et pouvons confirmer que notre service client a répondu à votre message le 26/01. Si vous n'avez pas encore vu notre réponse, veuillez vérifier votre boîte de réception et votre dossier de courriers indésirables. Notre équipe continue de suivre votre commande et fera en sorte qu'elle vous parvienne au plus vite. Facetheory Team

Posted 3 months ago

“I haven't received anything yet (already 3 weeks from the purchase). I have contact you via Instagram but nothing useful. I am very disappointed”

Helpful Report

(English) - Posted 3 months ago

Hi Angeliki we’re really sorry to hear that your order hasn’t arrived yet and that your experience reaching out to us on Instagram wasn’t helpful. Deliveries to Greece are moving slower than usual at the moment, likely due to severe weather conditions across Europe and resulting congestion within logistics networks. Our social media pages aren’t monitored by our customer service team, so the best way to get assistance is by contacting us via email at help@facetheory.com or through live chat on our website. Our team will be happy to look into your order and make sure it reaches you as soon as possible. Thanks Facetheory Team

Posted 3 months ago

“Produits non recus, sans aucune nouvelle ....”

Helpful Report

(English) - Posted 3 months ago

Bonjour Gilles, Nous sommes désolés d'apprendre que vous n'avez pas encore reçu votre commande et que nous n'avons pas eu de vos nouvelles. Nous souhaitons vous offrir la meilleure expérience possible. Pourriez-vous nous contacter directement en nous indiquant votre numéro de commande afin que nous puissions examiner la situation et la résoudre rapidement ? Veuillez nous écrire à help@facetheory.com. Nous vous remercions de votre patience et de votre compréhension. Facetheory Team

Posted 3 months ago

Bonjour Gilles, Nous sommes désolés d'apprendre que vous n'avez pas encore reçu votre commande et que nous n'avons pas eu de vos nouvelles. Nous souhaitons vous offrir la meilleure expérience possible. Pourriez-vous nous contacter directement en nous indiquant votre numéro de commande afin que nous puissions examiner la situation et la résoudre rapidement ? Veuillez nous écrire à help@facetheory.com. Nous vous remercions de votre patience et de votre compréhension. Facetheory Team

Posted 3 months ago

Bonjour, Nous sommes désolés d'apprendre que vous n'avez pas encore reçu votre commande et que nous n'avons pas eu de vos nouvelles. Nous souhaitons vous offrir la meilleure expérience possible. Pourriez-vous nous contacter directement en nous indiquant votre numéro de commande afin que nous puissions examiner la situation et la résoudre rapidement ? Veuillez nous écrire à help@facetheory.com. Nous vous remercions de votre patience et de votre compréhension. Facetheory Team

Posted 3 months ago

Bonjour, Nous sommes désolés d'apprendre que vous n'avez pas encore reçu votre commande et que nous n'avons pas eu de vos nouvelles. Nous souhaitons vous offrir la meilleure expérience possible. Pourriez-vous nous contacter directement en nous indiquant votre numéro de commande afin que nous puissions examiner la situation et la résoudre rapidement ? Veuillez nous écrire à help@facetheory.com. Nous vous remercions de votre patience et de votre compréhension. Facetheory Team

Posted 3 months ago

“Avete perso il pacco. Esperienza pessima”

Helpful Report

(English) - Posted 3 months ago

Ciao, Ci dispiace molto per l’esperienza negativa. Ti assicuriamo che non è il servizio che desideriamo offrire. Ti invitiamo a contattarci indicando il numero d’ordine all’indirizzo help@facetheory.com, così potremo verificare subito quanto accaduto e trovare una soluzione. Facetheory Team

Posted 3 months ago

“I am very very disappointed with the product I have purchased which was face and body scrub it has left me with a horrible reaction and a scar although I have used previously without any issues please see attached pictures”

Helpful Report

(English) - Posted 4 months ago

Hi Saira, We are very sorry to learn about your recent experience with our Face and Body Scrub and the reaction you’ve described. We completely understand how concerning this must be, particularly as you’ve used the product previously without any issues. Occasionally, even well-tolerated skincare products can cause a reaction due to changes in the skin’s condition, sensitivity levels, or external factors such as recent exfoliation, medication, or environmental stressors. A mild formula can also feel different if the skin barrier is compromised or if new products have been introduced into your routine. Our customer service theam will be in touch with you via email. Thanks Facetheory Team

Posted 4 months ago

“Packers didn't arrive”

Helpful Report

(English) - Posted 5 months ago

“Cela va faire presque un mois que j’ai commandé des produits et je ne les ai toujours pas reçus.”

Helpful Report

(English) - Posted 5 months ago

“I tried the cream for dry skin, but it didn’t moisturize my skin enough”

Helpful Report

(English) - Posted 5 months ago

“I have been using FaceTheory for several years. I was disappointed to see that the products I typically use are changed, rebranded and repackaged. I was really disappointed to see that the glass jars are now replaced with plastic tubes and they are smaller and more expensive. I liked FaceTheory's commitment to be ecologically friendly via their glass containers that were recycleable and I felt the value of product to price was good. Now I am just disappointed.”

Helpful Report

(English) - Posted 6 months ago

Hi Tina, Thank you for taking the time to share your feedback and for being a loyal FaceTheory customer over the years. We completely understand your disappointment regarding the recent packaging and product updates. While some of our products have moved to lightweight, recyclable aluminium tubes, this change was made to make them safer for travel and easier to use, while still keeping sustainability a priority. All our new tubes are made from post-consumer recycled material and remain fully recyclable. We also review our pricing carefully to reflect improvements in formulations, packaging, and ingredient sourcing, while doing our best to maintain fair value. Your loyalty and feedback mean a lot to us, and we’ll make sure your thoughts are passed along to our product team as we continue improving. Thanks Facetheory Team

Posted 6 months ago

“I bought 5 differents product and I have been using them for about 2 weeks. I noticed my face and neck are getting darker and uneven, the melasma on my forehead area also is speading, hence I will like to return them and get my money back. I will appreciate, if you can advise me on what to do please as I have spent quite a lot of money on these!!!. Thank you, Modupe”

Helpful Report

(English) - Posted 8 months ago

Dear Modupe, Thank you for sharing your experience with us. We’re very sorry to hear about the changes you’ve noticed with your skin and completely understand your concern. Everyone’s skin can respond differently to new formulations, which is why we always recommend patch testing and introducing products gradually. We’d like to help resolve this for you as quickly as possible. Please reach out to our customer service team at help@facetheory.com with your order details, and they will guide you through our returns and refund process. They’ll also be happy to review the products you’ve been using with you, so we can better understand what may have caused this reaction. Your well-being is very important to us, and we’re here to make sure you feel supported. We look forward to helping you with your return and refund. Thanks Facetheory Team

Posted 8 months ago

“I’ve tried the vitamin C eye cream and, unfortunately, it was very disappointing. The packaging does not let you dispense the right amount as the moment it touches your skin it becomes a liquidy mess (with an intense scent too and not so pleasant). I did not enjoy the product and would not recommend unless you plan to use your eye cream as a full face moisturiser.”

Helpful Report

(English) - Posted 8 months ago

Hi Cristian, We’re really sorry to hear about your experience with our Vitamin C Eye Cream. We appreciate you letting us know that the texture and dispensing didn’t perform as expected. We’ll share your comments about the packaging and scent with our product team to review further, as this isn’t the experience we want our customers to have. If you’d like, please reach out to us at help@facetheory.com so we can arrange an alternative product that might be a better fit for you and your skin. Thank you again for your honest feedback - it helps us improve. Thanks Facetheory Team

Posted 8 months ago

“Bought a face cream and two weeks later I get an email telling me that the company is filing for bankruptcy and I’m not getting my money back nor my product. Do not buy from this company, they are going out of business!”

Helpful Report

(English) - Posted 9 months ago

Hi Heather, Thank you for your feedback and for sharing your experience. We sincerely apologise for the inconvenience and frustration caused by the recent disruption. To clarify, on 16th July 2025, Facetheory was acquired by Esselle Limited. Esselle is excited to take the business forward and continue to offer the high-quality, sustainable skin care products which you have come to expect. Agden Consulting Ltd, the previous company behind FaceTheory, entered administration. As a result, a small number of parcels which Agden Consulting distributed were disrupted during this process and not delivered. We have reached out directly to every customer whom we know was affected. If you believe your order was disrupted and haven't received our emails, please don't hesitate to contact us directly at help@facetheory.com. We truly appreciate your patience and hope this information helps clarify the situation. If you have any further questions or need assistance, please don’t hesitate to reach out. Thanks Facetheory Team

Posted 9 months ago

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Within 5 Days
On-time Delivery	99%
Accurate And Undamaged Orders	96%
Customer Service
Communication Channels	Email, Live Chat
Queries Resolved In	2 - 3 Hours

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