Face the Future Delivery and Returns Information

Delivery

Delivery Information

UK Delivery

All UK orders over £15 receive FREE delivery! Delivery for UK orders valued at £15 or less is charged at £2.99.

UK deliveries are dispatched by DX Courier Service or Royal Mail - typically delivery can be expected within 2 to 5 working days of placing an order.

Please note: For your peace of mind, all parcels are sent on a fully tracked service. To enable our designated couriers to successfully deliver your parcel a signature on delivery may be required. If you are not available to sign for your goods please specify an alternative delivery address (e.g. work) or specify delivery instructions (e.g. leave with neighbour) during the checkout process. Parcels sent via Guaranteed Next Day / Saturday / before 9am Delivery will require a signature.

Guaranteed Next Day Delivery - Guaranteed next day delivery for the UK is available at a cost of £6.99 to orders that are placed before 2.00pm. Orders placed after 2.00pm for next day delivery will be dispatched the following working day. Next day delivery orders placed on Saturdays or Sundays will be dispatched on a Monday. Orders placed on a Friday before 2.00pm are guaranteed for delivery Monday (or the next working day in cases of bank holidays), however, in some instances the courier service may deliver on a Saturday but this is not guaranteed. Guaranteed next day delivery will be sent via Royal Mail or Courier and delivery is guaranteed by 6pm.

Guaranteed Saturday Delivery - We now offer a guaranteed Saturday delivery service. The cost for this service is £9.99. You must place your order before 2.00pm on Friday for your order to be delivered on the closest Saturday. You can also select this delivery option at any point during the week, we will then dispatch your order on a Friday for delivery Saturday. Please be aware that if a UK bank holiday falls on a Friday (e.g. Good Friday), orders for Saturday delivery will have to be placed before 2.00pm on the closest Thursday.

NEW - Guaranteed Next Day Delivery Before 9am - We now offer a guaranteed next day delivery service before 9am. The cost for this service is £19.99. You must place your order before 2.00pm for it to be guaranteed before 9am the following day. We advise to call us on 0113 282 7744 first to double check stock availability. Orders placed after 2.00pm will be dispatched the following working day. Orders placed after 2.00pm on a Friday, on Saturdays or Sundays will be dispatched on a Monday guaranteed for 9am on a Tuesday. Orders placed on a Friday before 2.00pm are guaranteed for delivery on Monday (or the next working day in cases of bank holidays), however, in some instances the courier service may deliver on a Saturday but this is not guaranteed. This service is sent via Royal Mail.

Collect from clinic is available for local customers. When your order is ready for collection your order status will be changed to "Ready to Collect" you will receive an email from one of our advisors updating you that your order is now ready for collection. Please do not attempt to collect your parcel until you receive this notification.

Our clinic address is: Face the Future, 141 Newmarket Lane, Wakefield, WF3 4BY.

European Delivery (countries within the EU)

European Delivery is available on selected brands. Delivery for European orders is £7.99. ANY ORDER OVER £50 TO EUROPE (WITHIN EU) WILL RECEIVE FREE DELIVERY.

Express European Delivery is available for £29.99. European orders that choose Express Delivery can expect their item in 2 - 4 working days with a courier, typically FedEx or Parcelforce.

Any European order over £600 receives FREE Express European Delivery!

European orders generally take between 3 - 10 working days to be delivered, depending on the country and location that the order is being dispatched to.

Worldwide Delivery (countries outside the EU)

Worldwide Delivery is available on selected brands. Delivery for worldwide orders is £9.99. ANY WORLDWIDE ORDER (OUTSIDE EU) OVER £50 WILL RECEIVE FREE DELIVERY.

Express Worldwide Delivery is available for £29.99. Worldwide orders that choose Express Delivery can expect their item in 2 - 4 working days with courier, typically FedEx or Parcelforce.

Any worldwide order over £600 receives FREE Express Worldwide Shipping!

Worldwide orders can take from 3 - 15 working days to be delivered, depending on the country and location that the order is being dispatched to.

Important notices for certain international countries:

  • Due to delivery time scales to the United Arab Emirates, all orders to the UAE must be sent on express delivery charged at £29.99, however if the order is over £600 the express delivery will be free of charge.
  • Unfortunately, we can no longer offer express worldwide delivery to Brazil or Turkey, however we can still offer standard worldwide delivery.
  • Unfortunately, we can no longer offer delivery to Russia due to problems with parcels clearing customs in Russia.

Please note: We always aim to ensure European / Worldwide and express orders are delivered within the above time scales, however we cannot accept responsibility for delays caused by unforeseen circumstances, such as customs clearance or busy holiday periods. In these instances, the original shipping costs cannot be refunded.

General Delivery Information

Orders placed on Saturdays / Sundays or Bank holidays will be dispatched on the following working day (subject to stock availability).

During the Christmas and New Year period it might take longer to dispatch your order (up to 7 working days).

In the event of delivery not being possible within 14 days (UK) of receiving the order, we will undertake to keep you informed of any changes and give you the option to cancel the order and receive full refund of monies paid.

If an item is out of stock we will aim to contact you within 5 working days of your order being placed. We may offer alternative items or inform you of the date that we expect the missing item(s) to be back in stock.

The majority of orders will arrive within the delivery times stated above, however, please allow at least 15 working days for delivery before contacting us, as we are unable to investigate with couriers until this time has passed.

* Face the Future FREE delivery applies to UK customers on orders over £15 and EU & Worldwide customers on orders over £50.

Returns Information

Please see our comprehensive returns information below, should you need to return an item(s) for any reason.

FAQ - Can I return an item?

We understand that on occasion you may need to return an item. Due to the nature of the products we sell, items cannot always be returned. Please see the below information on whether you can return an item (this does not effect your statutory rights).

You cannot return an item if…

  • The product has been opened
  • The product has been used

You can return an item if…

  • It has not been opened or used
  • It is in perfect resalable condition
  • It is returned to us within 14 days of receipt of the order

To return an item(s), please download and print the returns form at the link below, complete it and return it with your invoice and goods to the following address. Any returns sent without the returns form cannot be accepted.

Please note: If you believe you have a product with a faulty pump, please contact us on 0113 282 7744 or shop@facethefuture.co.uk before returning an item. In many cases it will just be an airlock in the bottle, and we can explain how to release this and get the pump working as normal.

Download Returns Form »

Face the Future Returns Department
141 Newmarket Lane
Wakefield
West Yorkshire
WF3 4BY

Standard Returns Terms and Information

The below information is extracted from our standard terms and conditions, which customers agree to when placing an order:

If a purchased product has been used or opened (hologram no longer intact, manufacturer / factory seal no longer in place or packaging damaged), then it will not be eligible for a return, refund or exchange.

If an item(s) is returned to us and it has been used / opened / is not in a resalable condition or does not pass the UV light checking process, the item(s) will be returned to the customer without prior notice.

Returns postage is at your own cost and risk. We would recommend that you return your items via a tracked delivery service. Please clearly state on the returns form the reason for return and whether you require a refund or exchange. Please put a contact number on your returns form should you require an exchange.

Any delivery charges paid for on an initial order are not eligible for a refund.

Some goods are non-returnable for hygiene reasons. Please note that this does not affect your statutory rights.

Once a refund has been issued you will receive a confirmation email detailing the amount that has been refunded, and the item(s) that we have received back.

Refunds can only be made to the billing details provided when ordering.

We aim to process all returns as quickly as possible and you should receive confirmation of this within a week of having returned the item.

If you exercise your right of cancellation after 14 days of receipt of the order, any returned goods must be in perfect resalable condition (inner and outer packaging fully intact) and are subject to a 25% re-stocking charge.

Items ordered from our Outlet section are not eligible to be returned for a refund or exchange.

Further Returns Information

It may be that you need to return an item for another reason other than listed above. This section provides more information on returns for the following:

  • Damages / Shortages / Incorrect Products
  • Faulty Products
  • Reactions to Products
  • Refused / Undeliverable Packages

Damages / Shortages / Incorrect Products

Please inspect goods fully on receipt. Any damages / shortages / incorrect products must be reported to Face the Future in writing at damages@facethefuture.co.uk within 24 hours from receipt of goods, with full details of the issue.

If a return / refund / replacement / exchange is required, Face the Future will provide full details on this process during email correspondence. This process may involve you completing a Non Receipt of Goods Declaration Form.

Face the Future cannot accept responsibility for damages / shortages / incorrect products reported after the stated 24 hour period.

Faulty Products

If you feel that an item you have receive is faulty, please report this immediately in writing with detailed information on the issue to Face the Future at faults@facethefuture.co.uk.

Depending on the issue with the item, you may be required to complete a Product Query Form, and any item(s) deemed faulty might be sent back to the manufacturer for thorough testing.

If a return / refund / replacement / exchange is required due to a fault, Face the Future will provide full details on this process during email correspondence.

Reactions to Products

Please note: It is the customer’s responsibility to patch test any product prior to use. Always check compatibility of any purchased products with other material facts that can affect results described.

If you have followed the above process but feel that you have had a reaction to a product, please immediately report this in writing to Face the Future at reactions@facethefuture.co.uk

Depending on the issue with the item, you may be required to complete a comprehensive Product Reaction Authorisation Form, and any item(s) in question might be sent back to the manufacturer for thorough testing. This form must be fully completed within 48 hours, including photographs of the reaction.

If a return / refund / replacement / exchange is required due to a reaction, Face the Future will provide full details on what to do during email correspondence.

Refused / Undeliverable Packages

In the case of a parcel being returned to Face the Future due to an incorrect delivery address being provided or the customer not collecting from their postal office / depot, a re-delivery cost will be charged. The costs for this are as follows; £3 for UK delivery, £8 for European delivery (within the EU), £10 for Worldwide delivery or £30 for Express Delivery. Customers will be contacted via email should a parcel be returned to us.

If the customer chooses to cancel the order in this instance instead of re-posting, the original postage and packaging cost covered by Face the Future will not be refunded (minimum £3).