facetheory Reviews

Name: facetheory
Address: 20-22 Wenlock Road, London, London Borough of Hackney
Rating: 4.71

4.7 Rating 37,385 Reviews

95 %

of reviewers recommend facetheory

4.7

Based on 37,385 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 88%
Accurate And Undamaged Orders	96%
Customer Service
Communication Channels	Email, Live Chat, Telephone
Queries Resolved In	Under An Hour
Customer Service	4.9 out of 5
Returns & Refunds
Refunds Process	Very Easy
Returns Process	Easy

Visit Website

Phone:

07961785402

Email:

help@facetheory.com

Location:

20-22 Wenlock Road,
London
London Borough of Hackney
N1 7GU

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facetheory 5 star review on 4th January 2025

Lorna Welsh

facetheory 5 star review on 7th October 2024

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facetheory 5 star review on 20th September 2024

Constantine Ngankam Nanhtcheu

facetheory 4 star review on 19th August 2024

1913

Anonymous

Anonymous // 01/01/2019

Filter: Rated 3 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Bonjour j’adorais Facetheory avant , mais depuis le changement d’image et de packaging, je n’ai plus aucun historique en tant que cliente et j’ai perdu tous mes points fidélité.”

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(French) - Posted 5 months ago

“Bonjour, J'ai du mal à mettre une note, car je crois en vos produits, malheureusement, j'ai boen l'impression que certaines ne me conviennent pas ou plus. Les derniers produits : rétinol 3% et vitamine C 30% m'ont beaucoup déçu: peau hypersensible et visage plus que luisant depuis leur utilisation J'ai insisté pour les utiliser au moins 1 mois avant de donner mon avis. Je pourrais vous les renvoyer. J'espère pouvoir être remboursée comme promis. En vous remerciant néanmoins pour la qualité de vos produits Bien à vous Nadège KWANYOUMA”

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Posted 5 months ago

“Je préférerais, et de loin, la présentation précédente, mais j’attends de voir à l’usage.”

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Posted 5 months ago

Bonjour Christine, Merci d'avoir partagé vos impressions avec nous ! Nous apprécions vos commentaires concernant notre nouvel emballage. Nous comprenons que les changements peuvent nécessiter un certain ajustement et nous apprécions votre point de vue en tant que client fidèle. Si vous avez des questions ou des préoccupations, veuillez contacter notre équipe du service client à l'adresse help@facetheory.com. Facetheory Team

Posted 5 months ago

“I’ve only been using the blemish serum for a week or so, and too be honest, I have seen a slight difference with the appearance. I am going to continue using it and see if there’s any more improvements in my skin. The texture of the serum is creamy and feels silky on the skin.”

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(English) - Posted 5 months ago

“Produkt ist Top. Packaging: nicht so…”

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(Deutsch) - Posted 5 months ago

“Je ne les ai pas encore utilisés . Je vs tiens au courant .”

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Posted 6 months ago

Bonjour Sophie Merci pour la mise à jour ! J'apprécie que vous nous teniez au courant. Dès que vous aurez l'occasion de les utiliser, j'aimerais connaître votre avis et vos commentaires. Si vous avez des questions ou si vous avez besoin d'aide entre-temps, n'hésitez pas à contacter notre équipe du service client à l'adresse help@facetheory.com. Cordialement Facetheory Team

Posted 5 months ago

“such a shame that the packaging has changed. A poor substitute to the original quality vessals from before and no doubt influenced by the cost of production. Such a shame becuase the quality of the product does not deserve it.”

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Posted 6 months ago

Hi Olivia, Thank you for reaching out and sharing your thoughts regarding the recent changes to our packaging. We genuinely appreciate your feedback and understand your concerns. At Facetheory, we are committed to maintaining the high quality of our products while also adapting to the evolving market demands. While we strive to improve our packaging for sustainability and efficiency, we recognise that these changes can sometimes lead to disappointment. A frequent misconception is that we implemented this change to cut costs. In reality, the tubes are actually more expensive for us than glass jars. Thank you again for sharing your thoughts. If you have any further questions, don't hesitate to get in touch with our customer service team at help@facetheory.com. Thanks Facetheory Team

Posted 6 months ago

“Yeah, sorry but I find the moisturiser is a bit thinner than I remember and I miss the jars. I’m almost 60 so I’m not expecting miracles. I am very disappointed in the tubes.”

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Posted 6 months ago

Hi Peter, Thank you for taking the time to share your feedback with us. I’m sorry to hear that our moisturiser's new packaging and formulation did not meet your expectations. We truly value your input, especially as a long-time customer. We understand that the texture and presentation of skincare products can significantly impact your experience. Your preference for the jar packaging is noted, and I will pass your comments along to our product development team for their consideration. In the meantime, if you would like, I can recommend some alternative products that might better suit your needs. We are committed to providing products that make you feel great, and your satisfaction is important to us. Just email our customer service team at help@facetheory.com and they are more than happy to help. Thank you once again for your feedback. If you have any other concerns or suggestions, please feel free to reach out. Thanks Facetheory Team

Posted 6 months ago

“Ich habe die Bestellung nicht erhalte .”

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Posted 6 months ago

Hallo Karina, Vielen Dank für dein Feedback. Es tut mir leid, dass es bei der Lieferung Ihrer Bestellung zu Verzögerungen kam. Es ist immer unsere Priorität, unseren Kunden ein reibungsloses Lieferablauf zu bieten, und ich sehe, dass die Lieferung am 27/08 erfolgte. Wenn du die Bestellung immer noch nicht erhalten hast, sende bitte eine E-Mail an unser Kundenserviceteam unter help@facetheory.com, damit wir dir Ihnen weiterhelfen können. MfG Facetheory-Team

Posted 6 months ago

“Le changement de packaging est une très mauvaise idée. Cliente fidèle depuis des années, impossible de reconnaître les produits entre eux, difficile de refermer le petit bouchon sur les tubes de crèmes. La qualité des produits ne changent pas, c’est le seul point positif.”

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Posted 6 months ago

Bonjour Céline, Merci d'avoir pris le temps de nous faire part de vos commentaires sur notre nouveau packaging. Nous apprécions sincèrement votre honnêteté et les informations détaillées que vous nous avez fournies. Nous comprenons vos inquiétudes concernant le nouveau design du packaging. Vos remarques sur la difficulté de distinguer les produits et les problèmes liés aux bouchons et aux tubes sont des observations précieuses que nous prenons au sérieux. L'expérience client est primordiale pour nous et nous nous engageons à améliorer continuellement nos produits. Notre équipe de développement de produits étudie activement les moyens d'améliorer la conception de nos bouchons. L'objectif est de les rendre plus faciles à visser et à dévisser, améliorant ainsi l'expérience utilisateur et la fonctionnalité. Nous visons à créer des bouchons qui offrent une utilisation plus sûre et plus conviviale en analysant les défis actuels et en explorant des solutions innovantes. Nous comprenons le défi auquel nos clients sont confrontés pour distinguer nos produits une fois qu'ils sont retirés de leur emballage. Notre équipe travaille activement sur des solutions pour améliorer la différenciation visuelle. Dans le cas de la crème de jour et de la crème de nuit, les deux appartiennent à une catégorie principale différente. Le tube de la crème hydratante quotidienne Glow-C SPF 30 porte l'icône GLOW, celui de la crème de nuit HydraSerene porte l'icône hydrate. Cela pourrait aider à les différencier plus facilement. GLOW le matin et HYDRATE le soir. Merci encore une fois pour vos commentaires honnêtes. Nous espérons regagner votre confiance et vous offrir une meilleure expérience à l'avenir. Si vous avez d'autres suggestions ou préoccupations, n'hésitez pas à contacter notre équipe du service client à l'adresse help@facetheory.com. Cordialement, Facetheory Team

Posted 6 months ago

“I can only award 3* at this time as I have barely had the product a week, therefore, it really is far too early to comment on the long term effects. I can confirm, the product arrived as stated and was well presented. I particularly like the dropper as this prevents wastage of the oil. I will be happy to re-submit a second review after a couple of weeks of use.”

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Posted 6 months ago

Hi, Thank you for taking the time to share your thoughts! We truly appreciate your feedback and understand your perspective on the timing of your review. It’s great to hear that the product arrived as expected and that you found the presentation appealing. We’re also glad you like the dropper feature, as it’s designed to minimize waste and enhance your experience. We completely understand the importance of evaluating a product over time, and we look forward to hearing your insights after you’ve had more time to use it. Your satisfaction is our priority, and we’re here to support you in any way we can during your journey with our product. If you have any questions or need assistance in the meantime, please don’t hesitate to reach out. Thank you again for your review, and we hope you enjoy the product! Thanks Facetheory Team

Posted 6 months ago

“Products are amazing but an increase in price of more than double is shocking.”

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Posted 6 months ago

Hi, Thank you for taking the time to share your feedback with us and we are happy to hear that you enjoy our products. The last full price increase was in Jan/Feb 2023. With this rebrand, we insisted on providing higher-quality packaging at the same price. As such, we’ve not increased pricing except when a fill level has increased. We had many promotions and sales over the last year, so you may have seen products offered for lower temporary promotion periods. We will still periodically do promotions. However, we offer our most generous discount EVERY DAY with our bundle builder. Savings range from 10-30%, depending on how many products you add to your bundle; six products get you the maximum discount. Thank you again for writing your review. Thanks Facetheory Team

Posted 6 months ago

“Texture not ideal for my skin. Good hydration.”

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Posted 6 months ago

“The new bottle for the supergel moisturiser was isn’t as good, stains black around the rim”

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Posted 6 months ago

Hi Isabel, Thank you so much for your feedback. We're really sorry to hear about the problem with the tube. Your feedback is important to us, and I’ve shared your comments with our customer service team. They will reach out to you via email to assist you further. We appreciate your understanding and look forward to resolving this for you. Thanks Facetheory Team

Posted 6 months ago

“The product is good. I bought the “Clear skin bundle” which consists of The facewash, Toner, Serum & Moisture. The package of the face wash and the moisturiser is TERRIBLE. In other words absolutely rubbish packaging. I wonder who the genius is came up with this sort of packaging- aluminium tube for both the face wash and moisturiser . The cap doesn’t close properly on the tube and when hands are wet it makes a mess everywhere. The content seems to overflow from the aluminium tubes and it’s a real mess to close the cap. If someone tells me because of eco friendly reasons they came up with this rubbish packaging of aluminium tube I am not repurchasing. If very inconvenient to use the product with current packaging. The product is good. Makes my skin clear. I suffer from closed comodones this product helped a lot. PLEASE CHANGE THE PACKAGING AND GO FOR SIMPLE RECYCLABLE PLASTIC TUBES FOR FACE WASH AND MOISTURISER.”

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Posted 6 months ago

Hi T Risa, Thank you for your feedback on our Clear Skin Bundle. We're pleased to hear that the products have been effective in clearing your skin and helping with closed comedones. We sincerely apologise for the inconvenience you've experienced with the face wash and moisturiser packaging. Your concerns about the aluminium tubes, cap closure issues, and product overflow have been noted and will be shared with our product development team. We appreciate your suggestion regarding recyclable plastic tubes for these products. Rest assured, we continuously strive to improve our packaging to enhance both user experience and environmental sustainability. Thank you for your patience and understanding. We hope you'll continue to enjoy the benefits of our skincare line while we address these packaging concerns. If you have any further questions or feedback, please don't hesitate to contact our customer service team at help@facetheory.com. Thanks Facetheory Team

Posted 6 months ago

“J’ai acheter une routine pour mes taches, aucune amélioration en 3 mois. Je voulais essayer une autre routine mais, j’avais retenu les couleurs des contenants, impossible à retrouver avec le changement d’emballage.”

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Posted 6 months ago

Bonjour Pierre, Je suis désolée d'apprendre que vous n'avez pas constaté d'amélioration avec votre routine de soins de la peau après 3 mois. Cela doit être frustrant, surtout lorsque vous essayez de traiter des boutons. Bien que ce soit décevant, 3 mois ne sont pas toujours suffisants pour voir des résultats spectaculaires, en particulier pour les problèmes tenaces comme les boutons. Certains traitements peuvent prendre 4 à 6 mois pour une amélioration notable. Assurez-vous d'avoir utilisé les produits de manière cohérente et conformément aux instructions. Parfois, nous pensons que nous suivons une routine, mais de petites incohérences peuvent avoir un impact sur les résultats. Si vous contactez notre équipe du service client à l'adresse help@facetheory.com, elle pourra vous aider à identifier les produits. Merci Facetheory Team

Posted 6 months ago

“Loved the old jar packaging…with the new toothpaste style tubing I find the too difficult to replace/ fiddly, if it isn’t some product comes out after use. I find I’m using more product now also as a result and I anticipate some waste at the end, whereas before I could scrap the jar clean. Still a great product, I just find the above disappointing”

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Posted 7 months ago

Hi Sorcha, Thank you for taking the time to share your thoughts about our new toothpaste packaging. We understand that transitioning from the old jar packaging to the new tube can be a bit of an adjustment. Your concerns regarding product waste and usability are important to us, and we are always looking for ways to improve our packaging to enhance your experience. We will certainly consider your feedback as we continue to refine our products. Thank you once again for your valuable insights. If you have any further concerns, please do not hesitate to contact our customer service team at help@facetheory.com. Facetheory Team

Posted 7 months ago

“Die Produkte sind seh gut, aber die neue Verpackung der Cremen in Tuben ist sehr unpraktisch. Da fehlt dann die Übersicht bei mehreren Produkten im Kosmetikschrank. Ich bin daher nicht sicher, ob ich bei den Produkten bleiben werde.”

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Posted 7 months ago

Liebe Doris, Vielen Dank für Ihr Feedback zu unseren Produkten und der neuen Verpackung unserer Cremes in Tuben. Wir freuen uns sehr zu hören, dass Sie unsere Produkte als sehr gut empfinden. Wir nehmen Ihre Bedenken bezüglich der Praktikabilität der neuen Tubenverpackung sehr ernst. Ihr Kommentar zur fehlenden Übersichtlichkeit im Kosmetikschrank bei mehreren Produkten ist für uns besonders wertvoll. Unser Ziel ist es stets, nicht nur hochwertige Produkte anzubieten, sondern auch eine benutzerfreundliche Erfahrung zu gewährleisten. Ihre Zufriedenheit ist uns sehr wichtig. Wir würden uns freuen, wenn Sie unseren Produkten treu bleiben und uns die Chance geben, Ihre Erfahrung zu verbessern. Sollten Sie weitere Fragen oder Anregungen haben, zögern Sie bitte nicht, uns zu kontaktieren. Wir sind immer offen für den Dialog mit unseren geschätzten Kunden. Mit freundlichen Grüßen, Facetheory Team

Posted 7 months ago

“I love this brand but the new packaging is awful... The tubes are hard to open and close, I can only imagine it would be impossible for anyone with a disability. Plus it's difficult to get all of the product out of the tubes, unlike the jars.”

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Posted 7 months ago

Hi Kelly, We genuinely appreciate and understand the concerns you have raised regarding the usability of our new tubes, particularly for individuals with disabilities. Your feedback is invaluable to us, and it highlights an important aspect of product design that we take very seriously. The decision to switch to tubes was based on customer feedback about the high percentage of jar damage during transit, the need to put fingers into the jars, and our commitment to environmental sustainability. However, we understand that not everyone may prefer this change. At Facetheory, we are deeply committed to ensuring that our products are accessible to all customers, regardless of their physical abilities. We recognise that packaging plays a crucial role in the overall user experience, and it is essential that everyone can interact with our products comfortably and independently. Our dedicated team is actively exploring innovative ways to enhance our packaging to address these concerns. We are conducting thorough assessments and gathering insights from various stakeholders, including individuals with disabilities, to understand their needs and preferences better. By incorporating this feedback into our design process, we aim to create packaging that is functional and user-friendly for everyone. Thank you again for your review. If you have any more questions, feel free to reach out to us at help@facetheory.com. Thanks Facetheory Team

Posted 7 months ago

“I can’t really say because I don’t see any difference yet. My acne and spots are still very visible”

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Posted 8 months ago

Bonjour Merci pour votre retour et je suis désolé d'apprendre que les produits n'ont pas encore donné les résultats escomptés. Pour certaines personnes, une routine cohérente peut prendre plus de temps pour en constater tous les avantages. Notre politique de retour vous offre une tranquillité d'esprit lorsque vous essayez Facetheory. Si, pour une raison quelconque, vous n'êtes pas entièrement satisfait d'un achat facetheory et ne remarquez aucune amélioration visible de votre peau dans les 365 jours, envoyez-nous simplement un e-mail à help@facetheory.com pour un échange ou un remboursement gratuit. Merci Facetheory

Posted 8 months ago

facetheory is rated 4.7 based on 37,385 reviews