FAQ's

Delivery

Shipping costs and times – UK

Your tracking details will be emailed to you when your order is shipped. Please allow for the below timeframes to pass before contacting our customer services team:

  • Premium UK Delivery (1-3 working days) - £6.99*
  • Standard UK Delivery (2-5 Working Days) - £2.99 (free on orders over £25)

The quickest UK delivery option at the moment is our Premium UK Delivery service at 1-3 working days, you can select this option at checkout. Please bear in mind orders placed after 2pm will be dispatched the next working day (after 2pm Friday would be dispatched on a Monday at the earliest).

*The following brands are unavailable for Premium Delivery - DCL, Medica Forte, PCA & ZENii.

Deliveries to Northern Ireland are still available as normal.

Our collect from clinic service is no longer available until further notice.

If you have any queries please email shipping@facethefuture.co.uk and a member of our team will respond to you as soon as possible. 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.

Channel Islands & Isle of Man

We are currently offering the following shipping methods:

  • DHL Express CI Delivery (2 - 6 Working Days) - £19.99
  • Standard Delivery (2 - 10 Working Days) - £4.99 (free on orders over £100)

Shipping costs and times – International Deliveries

We can currently only offer the following international shipping methods:

Ireland

  • Standard International Delivery ( 2-7 Working Days) - £9.99
  • DHL Express Delivery (2-11 Working Days) - £19.99

Please note, Image Skincare, Danne-Montague King & Eminence Organic Skin Care cannot be shipped to Republic of Ireland or Northern Ireland.

Australia, Denmark, Finland, France, Germany, Netherlands, Norway, Sweden & United States

  • Standard International Delivery ( 3-17 Working Days) - £9.99
  • DHL Express Delivery (2-11 Working Days) - £29.99 

Rest of the World

  • DHL Express Delivery (2-15 Working Days) - £29.99

Country Restrictions:

If upon checkout there is no delivery option to choose from, this means we cannot currently ship to your country due to problems with parcels clearing customs including:

  • Greece, Italy, Spain, Portugal, Brazil, Cambodia, China & Macau, Malaysia, Lebanon, Albania, India, Iran, Iraq, Israel, North Korea, Syria, Cuba, Sudan, Russia & Turkey

BREXIT UPDATE: 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 contact us prior to placing your order. For further details on this please click here to read our terms and conditions.

For more information on deliveries please contact our customer services team on shipping@facethefuture.co.uk.

    Are there any shipping restrictions?

      Unfortunately, we can no longer offer delivery to Albania, India, Iran, Iraq, Israel, North Korea, Syria, Cuba, Sudan, Russia & Turkey due to problems with parcels clearing customs in these countries.

      We also can no longer offer express worldwide delivery to Brazil, Cambodia, China & Macau, however we can still offer standard worldwide delivery.

      Due to restrictions put in place by the brands, the below cannot be shipped outside of the UK:

      • Skinade Full Size
      • Advanced Nutrition Programme Food Intolerance Test

      Due to restrictions put in place by the brands, the below cannot be shipped outside of the UK and Ireland:

      • Environ
      • Vitage
      • Priori
      • Revitalash
      • Medik8

      Due to restrictions put in place by the brands, the below cannot be shipped to Ireland & Northern Ireland:

      • Eminence
      • Image Skincare
      • DMK

      Due to restrictions put in place by the brands, the below cannot be shipped outside of Europe:

      • SkinCeuticals
      • Totally Derma

      We are also unable to ship any products within an aerosol type packaging outside of the UK. Please contact us on shop@facethefuture.co.uk if you would like to query whether the product you would like to purchase falls into this category.

      Will I have to pay customs?

      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. Face the Future is not responsible for these charges, and we undertake to make no calculations or estimates in this regard. 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 Face the Future 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 Face the Future and the value refunded will be less the customs duty or cost of return from the courier (if charged) and less the cost that Face the Future paid to dispatch the parcel.

      If you have any further queries on customs charges, please email shop@facethefuture.co.uk prior to placing your order.

        Can I track my order?

          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.

            How does Christmas affect the delivery of my parcel?

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

              Due to reduced services our delivery partners have also advised there can be delays in all types of service.

              Please allow extra time for our delivery services including standard UK delivery, express international delivery, and standard international delivery.

                How does Covid-19 affect the delivery of my parcel?

                  During these unprecedented times, our courier partners have advised that there can be delays in all types of service. Please allow extra time for our delivery services including standard UK delivery, express international delivery, and standard international delivery during this time.

                  For further information, please contact our customer services team on 0113 282 7744. Please appreciate that the entire Face the Future team is working hard and doing everything we can to ensure you receive your orders as quickly as possible.

                    My order has not arrived within the stated delivery times, what should I do?

                      During these unprecedented times, our courier partners have advised that there can be delays in all types of service. Please allow extra time for our all our delivery services including UK delivery, express international delivery, and standard international delivery during this time.

                      If the parcel is delayed by more than:

                      3 working days (UK)

                      5 working days (Europe)

                      7 working days (Worldwide)

                      Please contact us on shop@facethefuture.co.uk so we can investigate this further.

                        The tracking says my parcel has been delivered but I haven’t received it, what should I do?

                          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 on shop@facethefuture.co.uk within 48 hours of the parcel being logged as delivered, so we can investigate this further.

                            My order has been returned by the courier due to not being collected/ an insufficient address, what should I do?

                              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: £2.99 for UK delivery, £7.99 for European delivery (within the EU), £9.99 for Worldwide delivery or £29.99 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 (as per the costs above) and a processing fee of £10 will be charged.

                                I live in the Channel Islands. Will I have to pay VAT?

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

                                  For deliveries to countries outside the EU (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.

                                    Can I change my delivery address once the order has been placed?

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

                                      However, if you would like to change your delivery address, please email shop@facethefuture.co.uk and we will try our best to accommodate your cancellation before the order is dispatched.

                                      Returns, Refunds & Reactions

                                        What is your returns 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 affect your statutory rights).

                                          You cannot return an item if…

                                          • The product has been opened
                                          • The product has been used
                                          • The product was ordered from our Outlet section. Items listed here are not eligible to be returned for a refund or exchange
                                          • The goods are non-returnable for hygiene reasons

                                          Download Returns Form »

                                          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.

                                            Do you refund delivery charges if I return something?

                                              Your delivery charge will be refunded in some circumstances, for example if your entire order was faulty or incorrect.

                                              However, if the products are not faulty and the order was correct, we cannot provide a refund for the delivery charge as the paid for service has already been provided.

                                                How long does it take for my return to be processed?

                                                  We aim to process all returns within 3 working days of receipt. It is recommended for customers to keep their proof of postage receipt so you can view when the parcel arrives back with us.

                                                    My refund has been processed. How long will it take for this to be received?

                                                      All refunds will be processed to your original payment method and can take anywhere between 3 to 7 working days to be received.

                                                        Can I return items I have bought with a gift voucher?

                                                          Your right to return an item is the same regardless of whether you bought it with a gift voucher, a payment card, or a combination of the two.

                                                          If you paid for your whole order with a gift voucher, then the refund will be credited back to your gift voucher.

                                                          If you paid with a combination of gift voucher and another payment method, we'll refund the alternative payment method first and then the remaining amount will be credited to your gift voucher.

                                                            What do I do if I have had a reaction to a product?

                                                              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, Face the Future cannot be held responsible if a product reacts with your skin.

                                                              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 shop@facethefuture.co.uk.

                                                              In the instance that a reaction occurs, a reaction form must be completed (from Face the Future 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 manufacturer’s discretion.

                                                              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.

                                                              Products & Stock

                                                                What do I do if I haven’t received my desired results from a product?

                                                                  There are many factors that influence changes in the skin and using a progressive skincare product is one element of treating skin conditions and characteristics.

                                                                  As stated within our terms and conditions we do not guarantee product results for the reasons stated above and we do not offer a money back guarantee. Therefore, we cannot process a refund for a product due to undesirable results.

                                                                  However, we would be more than happy to arrange for you to have some time with one of our skin specialists to review your regime and provide you with additional advice to support with achieving your desired results. 

                                                                  Please contact us on shop@facethefuture.co.uk if this is something you would like to arrange.

                                                                    How do I get skincare advise that addresses my personal needs?

                                                                      Our skin specialists are available Monday – Friday 9am-5pm to help with all skin queries.

                                                                      Please contact us on 01132827744 to review your regime and provide you with additional advice to support with achieving your desired results. 

                                                                      Alternatively, please complete our online skin test inserted below and a skin specialist will get back to you as soon as possible: https://skintest.facethefuture.co.uk

                                                                        Can you give me more information about your products?

                                                                          Our skin specialists are available Monday – Friday 9am-5pm to help with all product queries.

                                                                          Please contact us on 01132827744 to discuss any product queries.

                                                                          Alternatively, please email us on shop@facethefuture.co.uk with your specific queries.

                                                                            How do I find out if a product I would like to purchase is in stock?

                                                                              Most 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 will be sent confirming this refund.

                                                                              If you have a query regarding a specific products stock level, please email us on shop@facethefuture.co.uk with the full product name and we will then be able to advise further.

                                                                                Do you offer samples?

                                                                                  I can confirm all orders receive a free complimentary sample.

                                                                                    How do I know that I am buying a genuine product?

                                                                                      All our products are sourced from official distributors or directly from the brand manufacturer, which guarantees that you are purchasing a genuine product and all credentials can be verified.

                                                                                        Can I choose the samples I receive in my order?

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

                                                                                          However, if you would like to try a specific product, please email us on shop@facethefuture.co.uk and we will try our best to accommodate your needs.

                                                                                            How can I leave a review for a product I have purchase?

                                                                                              Please see inserted below the link to leave a review:

                                                                                              https://www.reviews.co.uk/company-reviews/store/face-the-future

                                                                                              Order Issues

                                                                                                I’ve received a faulty item, what should I do?

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

                                                                                                  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.

                                                                                                    I’ve received an incorrect item in my order, what should I do?

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

                                                                                                      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.

                                                                                                        I ordered the wrong product, what should I do?

                                                                                                          Please see our returns FAQs for further information on how to return a product which has been ordered incorrectly.

                                                                                                            Can I cancel my order after I’ve placed it?

                                                                                                              To ensure orders are delivered as quickly as possible all orders are processed instantly.

                                                                                                              We cannot guarantee we will be able to cancel your order.

                                                                                                              However, if you would like to make a cancellation, please email shop@facethefuture.co.uk and we will try our best to accommodate your cancellation before the order is dispatched.

                                                                                                                I’m missing an item from my order, what should I do?

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

                                                                                                                  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.

                                                                                                                    Can I amend my order after I have placed it?

                                                                                                                      To ensure orders are delivered as quickly as possible all orders are processed instantly.

                                                                                                                      We cannot guarantee we will be able to amend your order.

                                                                                                                      However, if you would like to make a change to your order please email shop@facethefuture.co.uk and we will try our best to accommodate your amendment before the order is dispatched.

                                                                                                                      Payment, Promos & Gift Cards

                                                                                                                        How do I place an order?

                                                                                                                          All orders can be placed via our website: https

                                                                                                                          Please use the “A-Z” and “Shop by Skin Type” features to help you find your desired products.

                                                                                                                            How can I pay for an order?

                                                                                                                              We offer the following forms of payment:

                                                                                                                              • Amazon Pay
                                                                                                                              • Apple Pay
                                                                                                                              • PayPal
                                                                                                                              • LayBuy
                                                                                                                              • Clearpay
                                                                                                                              • America Express
                                                                                                                              • Visa
                                                                                                                              • Mastercard

                                                                                                                                How can I purchase a Face the Future gift card?

                                                                                                                                  Please see inserted below the link to our Face the Future gift card:

                                                                                                                                  https://www.facethefuture.co.uk/products/face-the-future-gift-card

                                                                                                                                  You can purchase a gift card for the value of £10, £25, £50 or £100

                                                                                                                                  If you would like to purchase a gift card for a different amount, please contact us on shop@facethefuture.co.uk and we can arrange this for you.

                                                                                                                                    How do I find your available promotional codes?

                                                                                                                                      I can confirm we have weekly promotions that include an assortment of deals for various brands on the site.

                                                                                                                                      Please sign up to our mailing list below to receive our weekly promotions:

                                                                                                                                      https://www.facethefuture.co.uk/#shopify-section-1597756741453

                                                                                                                                        Are any brands or items exempt from promotions?

                                                                                                                                          Our promotions differ from week to week and the terms and conditions of these promotions also differ.

                                                                                                                                          All information regarding brand or items exempt from a promotion will be stated in the terms and conditions of the promotion.

                                                                                                                                            My payment was declined, what should I do?

                                                                                                                                              If your payment has been declined, then you'll need to place your order again.

                                                                                                                                              Please ensure all the details entered are correct and the funds are sufficient. If you are still unable to make your payment, we would recommend you contact your bank who will be able to investigate this further for you.

                                                                                                                                                Do you offer student discount?

                                                                                                                                                  Unfortunatley, we currently do not offer student discount.

                                                                                                                                                  We do however have weekly promotions that include an assortment of deals for various brands on the site.

                                                                                                                                                  Please sign up to our mailing list below to receive our weekly promotions:

                                                                                                                                                  https://www.facethefuture.co.uk/#shopify-section-1597756741453

                                                                                                                                                    Do you offer an NHS discount?

                                                                                                                                                      Unfortunately, we do not currently offer NHS discount.

                                                                                                                                                      We do however have weekly promotions that include an assortment of deals for various brands on the site.

                                                                                                                                                      Please sign up to our mailing list below to receive our weekly promotions:

                                                                                                                                                      https://www.facethefuture.co.uk/#shopify-section-1597756741453

                                                                                                                                                        Can I use more than one promo code on my order?

                                                                                                                                                          Unfortunately, promotional codes are strictly set to just one per order.

                                                                                                                                                          Technical

                                                                                                                                                            I’m having trouble signing into my account

                                                                                                                                                              Please double check the email and password information provided is correct.

                                                                                                                                                              If you have not ordered since 6th October, you will be required to re-activate your account.

                                                                                                                                                              An email was sent on  6th October 202 to help re-active your account. If you can’t find your activation email, you can either create a new account using the same email address and password or contact our customer service team on shop@facethefuture.co.uk.

                                                                                                                                                                I’ve forgotten my password, how can I reset it?

                                                                                                                                                                  Please visit the below link:

                                                                                                                                                                  https://www.facethefuture.co.uk/account/login

                                                                                                                                                                  Underneath the log in section there is a “Forgot your password?” button.

                                                                                                                                                                  Please click this and an email will then be sent to help you re-set the password.

                                                                                                                                                                    How can I make changes to the details on my account?

                                                                                                                                                                      Please visit the “Account” section on the right-hand side of our home page.

                                                                                                                                                                      Once you are logged into your account you will then be able to make any address, password, and name changes.

                                                                                                                                                                        How can I subscribe to the Face the Future mailing list?

                                                                                                                                                                          You can sign up to our mailing list via the below:

                                                                                                                                                                          https://www.facethefuture.co.uk/#shopify-section-1597756741453

                                                                                                                                                                            How can I unsubscribe from your mailing list?

                                                                                                                                                                              To stop receiving our mailers, simply click the unsubscribe link at the footer of the most recent mailer you have received.

                                                                                                                                                                                I am having trouble checking out due to a different shipping and billing address, what should I do?

                                                                                                                                                                                  Unfortunately, to ensure the highest level of security and protection for customers all first-time orders must have a matching billing and shipping address.

                                                                                                                                                                                  If you are unable to check out due to this reason, please check out via PayPal.