Terms and conditions of use

Face the Future Online Ltd - Company No: 8939808 - VAT No: 893201624

Registered Address: Ashley House, 141 Newmarket Lane, Stanley, Wakefield, West Yorkshire, WF3 4BY

Conditions relating to your use of Face the Future Online Ltd online shop.

These terms and conditions of sale apply to all goods supplied through this website by Face the Future Online Ltd (referred to as "FTF/we/our/us"), whose registered office is at Ashley House, 141 Newmarket Lane, Stanley, Wakefield, West Yorkshire, WF3 4BY.

By placing an order by telephone with our online shop team, you confirm your unconditional acceptance of these conditions.

By accepting the terms and conditions when registering on our website, you confirm your unconditional acceptance of these conditions.

You acknowledge that any use of this website including any transactions made are subject to these terms and conditions.

1. Your Account

If you use this website, you are responsible for maintaining the confidentiality of your password and for restricting access to your computer to prevent unauthorised access to your account. You should take all necessary steps to ensure that the password is kept confidential and secure and should inform us immediately if you have any reason to believe that your password has become known to anyone else, or if the password is being, or is likely to be, used in an unauthorised manner.

Please ensure that the details you provide to us are correct and complete and inform us immediately of any changes to the information provided when registering. You can access and update the information you have provided to us within the ‘My Account' section of the web site.

FTF reserve the right to refuse access to the website, terminate accounts, remove or edit content, or cancel orders at our discretion. If we cancel an order, it will be without charge to you.

2. Privacy

All credit / debit card data is encryption processed through our secure server via SagePay or PayPal. FTF do not store any of your credit / debit card details and have no access to your credit / debit card information at any time.

All personal data is strictly held in relation to your business dealings with FTF. None of this data will be disclosed (unless required by law) to any third party. This data is stored in accordance with the Data Protection Act 1998 and can be checked or updated by contacting FTF.

3. Access to the FTF Website (facethefuture.co.uk/shop)

We will make all reasonable endeavours to ensure that availability of the web site will be uninterrupted and that transmissions will be error free. However, due to the nature of the Internet and the World Wide Web, this cannot be guaranteed. Also, your access to the website may also be occasionally suspended or restricted to allow for repairs, maintenance, or the introduction of new facilities or services. We will attempt to limit the frequency and duration of any such suspension or restriction.

4. Licence for Website Access

FTF grant you a limited licence to access and make personal use of this website, but not to download (other than page caching) or modify it, or any portion of it, except with the express written consent of FTF. This licence does not include any resale or commercial use of this website or its contents; any collection and use of any product listings, descriptions, or prices; any derivative use of this website or its contents; any downloading or copying of account information for the benefit of another merchant; or any use of data mining, robots, or similar data gathering and extraction tools.

This website or any portion of this website may not be reproduced, duplicated, copied, sold, resold, visited, or otherwise exploited for any commercial purpose without our express written consent.

5. Our Contract

No contract exists between you and FTF for the sale of any products until FTF has received and accepted your order and has received payment in full (in cleared funds). Once FTF does so, there is a binding legal contract between us.

When you place an order to purchase a product from FTF, we will send you an acknowledgement of you order via email, which will contain the details of your order.

Acceptance of your order will not take place until after your payment is taken and you receive your acknowledgement of order email. It is at this point that a binding legal contract is created and any such contract is subject to these terms and conditions.

Payment for the products and delivery charges can be made by any method shown on our website at the time you place your order. Payment for the products and delivery charges is taken at the time we receive your order, once we have checked your card details and stock availability. Goods are subject to availability. In the event that we are unable to supply the goods we will inform you of this as soon as possible and a full refund will be issued.

FTF reserve the right to refuse to supply to individuals whose credentials cannot be verified, We will use discretion in these matters and will not authorise payment or supply unless we are completely satisfied that the order is legitimate.

The completion of sale is subject to the customer agreeing to use the product in accordance with manufacturer's guidelines and recommendations. FTF accept no responsibility for products other than supply and delivery to the customer.

All products should be patch tested before complete use to determine suitability. It is then the customer’s responsibility to determine whether a product is suitable for use on their skin. Whilst advice may be given via telephone or email, FTF cannot be held responsible if a product reacts with your skin. In the instance that a reaction occurs, a reaction form must be completed (from FTF and on some occasions the manufacturer), fully and accurately. This will then be sent on to the product manufacturer and the outcome is at the manufacturers discretion.

6. Product Descriptions, Pricing of Products and Promotions

The description and price of the products you order will be as shown on our website at the time you place your order. All prices quoted include VAT at the current rate, where applicable.

Product descriptions on the FTF website are provided by the manufacturers / distributors, but please remember the descriptions relate to individual products and results and reactions on the skin will vary widely depending on other products they are used in conjunction with.

Please also bear in mind any medications including prescription creams, tablets, hormonal body changes and clinic / beauty facials can also affect the results and reactions. It is the customer’s responsibility to patch test any product prior to use, check compatibility of any purchased products with other material facts that can affect results described and FTF cannot take responsibility for any adverse reactions.

The majority of products are in stock, however if due to stock shortage it appears to us that we are unlikely to be able to deliver the products within 5 working days of receipt of your order then we will either contact you within the said 5 working day period to agree a revised date for anticipated delivery of the products or re-credit any sum/s that have been paid by you or debited from your credit card for the products concerned. A confirmation email shall be sent confirming this refund.

Every effort is made to ensure that prices shown on our website are accurate at the time you place your order. If an error is found, FTF will inform you as soon as possible and offer you the option of reconfirming your order at the correct price, or cancelling your order. If FTF does not receive an order confirmation within 14 days of informing you of the error, the order will be cancelled automatically. If you cancel the order, or if the order is cancelled automatically due to the expiry of the 14-day period, FTF will refund or re-credit you for any sum that has been paid by you or debited from your credit/debit card for the products.

Free samples received with your order may vary in brand and quantity depending on current availability.

FTF operate a standard product pricing policy in the UK, Channel Islands and all other countries we ship to, meaning that customers are charged the same prices in GBP irrespective of where they live. FTF do not offer VAT back on any purchases. Product prices are the same across whether purchasing in clinic or through the Internet on our online store.

The currency rates provided by FTF are based on the base currency rate provided by http://www.xe.com. Please note, the purchaser’s bank or credit card provider may charge a different rate to this, however our currency service gives you a guide price.

Due to EU regulations, you may find that the ingredients and/or packaging of certain products differ to products sold outside of the European Union. Product photographs and listed ingredients on our product listings are intended as a guide only.

Any promotions for a free gift are strictly available on a basis of 1 per customer / household. Free gift promotions are strictly subject to availability. FTF reserve the right to send an alternative product of equivalent or greater value, should the advertised gift be unavailable for any reason (e.g. out of stock).

Promotion codes for a free gift cannot be used in conjunction with any other promotion or discount code, or on orders placed over the phone, only on orders placed online (unless stated otherwise). A free gift cannot be applied to any orders that do not enter the relevant code at checkout or on orders that were placed before the promotion started. Our free gift promotions are available on a basis of 1 free gift per customer, whilst said promotion is running. Any promotions where the gift is automatically added to your basket, are only available on a basis of 1 per customer / household.

Any customers deemed to be placing multiple orders in an attempt to receive more than 1 free gift will only be sent 1 gift in total.

FTF reserves the right to withdraw or amend a promotion at any time and without notice.

7. Returns, Cancellations and Substitutions Policy

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.

Download Returns Form »

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

Standard Returns Terms and Information

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 FTF 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, FTF will provide full details on this process during email correspondence. This process may involve you completing a Non Receipt of Goods Declaration Form.

FTF 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 within 24 hours in writing with detailed information on the issue to FTF 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, FTF 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 FTF 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, FTF will provide full details on what to do during email correspondence.

Refused / Undeliverable Packages

In the case of a parcel being returned to FTF 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 FTF will not be refunded (minimum £3).

8. Delivery

We aim to dispatch stock lines immediately. Subject to availability most products should arrive at their destination within 2-5 working days. Please respect that often due to circumstances beyond our control the delivery time can be prolonged.

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

Guaranteed next day delivery for the UK is available at a cost of £6.99 to orders that are placed before 3.00pm. Orders placed after 3.00pm 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 are guaranteed for delivery Monday (or the next working day), however, in some instances the courier service may deliver on a Saturday. Guaranteed next day delivery will be sent via Royal Mail or Courier and delivery is guaranteed by 6pm.

Please note no dispatch and delivery on Bank holidays, Saturdays and Sundays. During Christmas and Sale periods 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.

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

Some international orders may have to pay customs duty; this is at the discretion of the country posted to.

FTF is in no way liable for any customs charges incurred by its customers.

If the customer does not agree to pay the customs duty, the parcel may be returned to FTF and the value refunded will be less the customs duty or cost of return from the courier (if charged) and less the cost that FTF paid to dispatch the parcel.

FTF cannot accept responsibility on all orders include express international orders for delays caused by unforeseen circumstances, such as customs clearance or busy holiday periods. In these instances, the original shipping costs cannot be refunded.

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.

If a parcel is deemed lost we will not be able to offer a replacement until 15 working days after the dispatch date, subject to customers completing a non-receipt form. If a parcel is lost, we are not able to offer a straight refund, we will however send out a replacement.

Any goods not received within the 15 working days timescale must be reported to FTF in writing 20 working days from the date of dispatch. Please note we cannot accept responsibility after this date due to courier regulations regarding the compensation for lost parcels.

Please ensure the delivery address provided at checkout is correct. FTF can not be held responsible for failed deliveries whereby the address provided by the customer is not accurate. If a delivery fails due to a customer supplying an address incorrectly, FTF will not re-send or refund the order until the original parcel has been returned to our premises.

All shortages, damages and incorrect items must be reported within 24 hours.

The products you order will be delivered to the delivery address you give when you placed your order, however, if you are a new customer placing an order for the first time FTF reserve the right to post only to the billing address provided should this differ from the delivery address.

Upon receipt of your order you may be asked to sign for the parcel received in good condition. If a parcel appears to be damaged in any way DO NOT accept the delivery and notify FTF immediately.

9. Communications

When you visit the FTF website or send emails to us, you are communicating with us electronically. We often communicate with you by email or by posting notices on the website. You agree to receive written communications from us electronically. This condition does not affect your statutory rights.

Upon receipt of emails FTF will reply where possible by email or telephone call within 24 hours (not including weekends and bank holidays).

By ordering over the telephone you are acknowledging that you have read and agree to these terms and conditions prior to your call.

10. Alteration of Service or Amendments to the Conditions

We reserve the right to make changes to our website, policies, and these terms and conditions at any time. Any changes to our terms and conditions will take effect when posted on the website and it is your responsibility to read the terms and conditions on each occasion you use this website and your continued use of the website shall signify your acceptance to be bound by the latest terms and conditions.

11. Limitation of Liability

We will not be held responsible for any delay to comply with our obligations under these terms and conditions if the delay arises from any cause that is beyond our reasonable control. This does not affect your statutory rights.

Subject to the paragraph below, if you are a consumer FTF shall not be liable to you for any loss or damage in circumstances where:

a) There is no breach of a legal duty owed to you by FTF or by its employees or agents;
b) Such loss or damage is not a reasonably foreseeable result of any such breach;
c) Any increase in loss or damage resulting from breach by you of these terms and conditions.

Nothing in these conditions excludes or limits the liability of FTF for death or personal injury caused by FTF negligence or fraudulent misrepresentation.

If you are a business customer FTF shall not be liable to you for any indirect or consequential loss or damage (whether for loss of profit, loss of business, depletion of goodwill or otherwise), costs, expenses or other claims for consequential compensation whatsoever (howsoever caused) which arise out of or in connection with your order.

12. Governing Law and Jurisdiction

These conditions are governed by and construed in accordance with the laws of England and Wales. You agree, as we do, to submit to the non-exclusive jurisdiction of the courts of England or Wales.