Delivery

In order to meet expectations, please allow for the timeframes stated at the top of this page to pass before emailing our customer services team, your tracking details will be emailed to you when your order is shipped.

The quickest UK delivery option at the moment is our Royal Mail Priority or Special Delivery services which typically arrive the next working day. You can select this option at checkout (Please bear in mind orders placed after 2pm on a Friday will be dispatched on a Monday at the earliest, excluding bank holidays).

International deliveries may take longer than the times stated depending on country and customs.

Please appreciate that the entire Face the Future team are working hard and doing everything we can to ensure you receive your orders as quickly as possible.

Face the Future provides a fully tracked shipping service for all parcels.

Once your order is dispatched you will receive an email with all relevant tracking information which includes the link to track your parcel and the tracking number.

If you are unable to locate this email, we would recommend you check your junk/spam folder.

To ensure orders are delivered as quickly as possible, all orders are processed instantly. We will not be able to change the delivery address on an order.

We do not currently offer a click and collect service.

Our offices are closed over weekends and bank holidays so please allow additional time for dispatch if your order is placed over this period.   

Due to reduced services over bank holidays, especially the Christmas and New Year period from our delivery and brand partners, it will take longer to dispatch your order (up to 7 working days) over the festive period.

The majority of orders will arrive within the delivery times stated, however, please allow at least 10 working days for UK delivery & 25 working days for international delivery before emailing us, as we are unable to investigate with couriers until this time has passed.

In the event your parcel is logged as delivered but the parcel has not been received, we would recommend you check with any immediate neighbours.

If you are still unable to locate the parcel, please contact us within 48 hours of the parcel being logged as delivered, so we can investigate this further.

Failure to do this may result in us being unable to investigate this with the courier and the parcel being deemed as successfully delivered.

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 detailed on our returns page.  Customers will be contacted via email should a parcel be returned to us. If we don’t hear back from the customer within 5 working days, the order will be cancelled and refunded in line with our return charges and a processing fee of £10 will be charged. 

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, even if you qualified for free delivery, will be deducted from the refund amount in line with our return charges and a processing fee of £10 will be charged. 

In order to provide you with the best delivery service, we may need to sometimes upgrade or change the courier service depending on the location of your address, the value of the parcel, or the weight of the parcel.

For deliveries to the United Kingdom, the price includes VAT.

For deliveries to countries outside the UK (including the Channel Islands and Canary Islands), the total price remains the same, however VAT is not charged on these orders.

Customers are therefore not entitled to any VAT refunds.

International delivery is available, to most countries listed below, the full list of countries can be found at checkout.

Depending on the brand / products you a purchasing, there may also be shipping restrictions (see next question).

We have been unable to ship to the following countries for many years:

Afghanistan, Albania, Belarus, Bosnia & Herzegovina, Brazil, Cambodia, China, India, Iraq, Israel, Italy, Lebanon, Liechtenstein, Malaysia, Montenegro, North Macedonia, Portugal, Russia, Saudi Arabia, South Sudan, Spain, Sudan, Taiwan, Turkey & Ukraine.

Due to agreements with certain brands, the following shipping restrictions are in place.

The below can only be shipped to England, Wales & Scotland:

Eminence, Image Skincare & DMK (Danne Montague-King)

The below cannot be shipped outside of the UK and Ireland:

Environ, Revitalash, Medik8 & Dermalogica

The below cannot be shipped outside of Europe:

SkinCeuticals, Totally Derma, La Roche-Posay & Vichy

The below cannot be shipped outside of the UK:

Avene, Skinade Full Size & Advanced Nutrition Programme Food Intolerance Test

We are also unable to ship any products within an aerosol type packaging outside of the UK.

If goods are being ordered from outside the United Kingdom, import duties and taxes (including VAT) may be incurred once your goods reach their destination. FTF are not responsible for these charges and we undertake to make no calculations or estimates in this regard. Any fees payable are your sole responsibility.  If you are buying internationally, you are advised to contact your local customs authorities for further details on costs and procedures. As the purchaser of the goods, you will also be the importer of record and as such should ensure that your purchase is in full compliance with the laws of the country into which the goods are being imported.

Please be aware that goods may be inspected on arrival at port for customs purposes and that FTF cannot guarantee that the packaging of your goods will be free of signs of tampering. Please also be aware that United Kingdom consumer protection laws may not apply.

If after placing an order you do not agree to pay the customs duty, the parcel may be returned to FTF and the value refunded will be less the customs duty, the cost of return from the courier (if charged) and less the cost that FTF paid to dispatch the parcel, even if you qualified for free delivery. Your refund will only be processed once the parcel has been received by us. Any delivery charges paid for on an initial order are not eligible for a refund. 

For further details on this please click here to read our terms and conditions.

Orders placed after 12pm Friday, on a Saturday, Sunday or on a Public Bank Holiday will be dispatched on the following working day at the earliest (subject to stock availability).

In the event of delivery not being possible within 28 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.

Face the Future cannot accept responsibility on all orders, including 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.

If a parcel is deemed lost in transit, we will not be able to offer a replacement or refund until 10 - 28 working days after the shipping date depending on the country posted to, subject to customers completing a non-receipt form. Any goods not received within the above timescales must be reported to Face the Future via email 5 working day from dispatch for UK deliveries and 25 working days from the date of dispatch for International Deliveries.

If a parcel has been logged as delivered but you are unable to locate the parcel, please contact us within 48 hours of the parcel being logged as delivered. We will then start our non-receipt process.

We will not be able to offer a replacement or refund until a non-receipt form has been fully completed and returned to us within 5 working days and an investigation has taken place. This could take up to 28 working days, depending upon the courier.

Failure to adhere to either of the above timescales will result in us being unable to investigate non receipt with the courier and we will therefore deem that the parcel has been successfully delivered.

Please ensure the delivery address provided at checkout is correct. We cannot 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, we will not re-send or refund the order until the original parcel has been returned to our premises. If you choose to receive a refund, a cost of £5.00 will be deducted from the refund amount. If you choose to have the products re-sent, you will need to pay for the additional courier charges, even if you have already paid a delivery fee on the original order.

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 we 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 agreeing that it has been received in good condition. If a parcel appears to be damaged in any way DO NOT accept the delivery and notify us immediately.

Any bulk / large quantity orders outside the UK may be subject to additional shipping charges, if the parcel exceeds our shipping weight limits. A member of our team will contact you to advise on the cost of shipping if this is the case.

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 remote locations (e.g. offshore islands), customs clearance or busy holiday periods. In these instances, the original shipping costs cannot be refunded.

Orders delivered to countries outside of the UK may be subject to import duties and taxes (including VAT). Face the Future has no control over these charges and these are the responsibility of the customer. If you have any queries on this, please email us prior to placing your order. For full details on this please click here to read our terms and conditions.