Returns

Please see our comprehensive returns information, should you need to return an item(s) for any reason. The easiest way to return an item is via InPost, however further returns information can below found below.

Return with Face the Future & InPost

Instant Returns with InPost Lockers

No printing required at home or when you drop off your return. Just scan. Drop. Done. The cost to return via InPost is £3 and this will be deducted from your refund when your return arrives at Face the Future.

You must email our customer service team before returning any items to ensure the return can be processed shop@facethefuture.co.uk.

How it works:

1) Start your return here https://returns.inpost.co.uk/facethefuture

2) Enter your email and order number to create a QR code.

3) Scan the code on your phone at your local locker.

4) Put your parcel inside and shut the door.

When your return is collected from the locker, a label will be applied for you by the courier.

PLEASE NOTE: all items from the same order should be returned in one parcel.

Maximum parcel size: 41cm x 38cm x 64cm.

Return via InPost

Returns FAQ's & Policies

Returns FAQ's

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. 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.

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 here, complete it and return it with your invoice and goods to the following address via our new InPost Locker returns service or with your courier of choice. Any returns sent without the returns form cannot be accepted.

Download and print our returns form:

Download Returns Form »

Send your items to the address below by your preferred couier service or from the Post Office. Please ensure you send this via a tracked method.

Face the Future Returns Department
Unit 1 Corinium Court
Premier Way North
Normanton, West Yorkshire
WF6 1FS

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.

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

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.

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.

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.

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.

Returns Terms & Policy

If a purchased product has been used or opened (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 customer will be contacted and informed. The customer can then determine whether they would wish for us to dispose of the item(s) or whether they wish, at their own cost, to have the item(s) returned to them. No refund will be given for items returned that are not in a resalable condition.

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. We will not be liable for any packages that are not received by us.

If a pre-paid returns form has been issued, please ensure you keep a copy of this until your return has been processed. If proof of postage of a return is requested, please ensure all details are sent through including postage date and time.

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

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.

All orders are processed in GBP (Great British Pounds) and refunds will be made in GBP. Face the Future cannot be held responsible for any exchange rate charges on foreign orders at the point of processing a refund. This is the responsibility of your bank or credit card processing company.

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

Damages / Shortages / Incorrect Products

Faulty Products

Reactions to Products

Refused / Undeliverable Packages

Please note, in order to investigate any claims of faulty or damaged products, we will require the product and related packaging to be returned to Face the Future. Unfortunately, we are unable to accept these claims without the relevant packaging as they must be returned and logged with the manufacturer.

If a parcel is short of an item we are not able to offer a straight refund, we will however send out a replacement.

Please inspect goods fully on receipt. Any damages / shortages / incorrect products must be reported to Face the Future in writing 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.

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.

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.

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.

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.

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; £3.99 for UK Delivery, £4.99 Channel Islands Delivery, £14.99 International Delivery or £34.99 if an order was sent via Express International 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.