facetheory Reviews

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

4.7 Rating 37,386 Reviews

95 %

of reviewers recommend facetheory

4.7

Based on 37,386 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

Rachel Youds

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 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Bonjour, Je n’ai pas reçu mes produits :( J’adore votre marque et je connais bien l’efficacité de vos produits, je ne jure que par ça mais j’attend toujours ma commande. Je n’ai pas réussi à trouver comment vous prévenir sur votre site. Pour le coup, c’est un défaut à résoudre, il n’y a pas d’accès SAV.”

Helpful Report

(English) - Posted 3 months ago

“Broke my skin out really badly and your return policy is awful”

Helpful Report

(English) - Posted 3 months ago

“Finde die neue packaging nicht gut. Die Tuben gehen nicht gut auf und es bleiben Materialreste an dem Produkt kleben. Finde das packaging war vorher viel besser!”

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(English) - Posted 4 months ago

“Changement de formule pour la crème hydratante à l'avoine colloïdale, une catastrophe ! Ma peau réagit en échauffant, pores qui se dilatent, peau qui brille... Alors que l'ancienne formule était un bouclier de douceur et de tolérance épidermique, une des rares crèmes que ma peau tolerait.”

Helpful Report

(French) - Posted 4 months ago

Bonjour, Merci pour votre retour. Je suis désolée que le produit n'ait pas répondu à vos attentes. Malheureusement, il semble que vous ayez déjà commandé une autre crème hydratante. Nos dossiers montrent que vous avez déjà commandé la « crème hydratante sans huile Supergel ». Notre politique de retour vous permet d'essayer Facetheory en toute tranquillité. Si, pour une raison quelconque, vous n'êtes pas entièrement satisfait d'un achat Facetheory et que vous ne constatez 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 Team

Posted 4 months ago

“Couldn’t find the same cream as Iv had in the past which was relaxing night cream M10, couldn’t find it and finally I purchased a tube of hydraserene night cream but it’s nothing like the other, texture different n ingredients, … disappointing”

Helpful Report

(English) - Posted 4 months ago

Hi, Thank you very much for your feedback. We would like to inform you that the previous moisturiser you purchased was the Relaxing Night Cream M10 PRO, which is now the Peptide Firming Night Cream. The moisturiser you repurchased is the HydraSerene Night Cream, which is a different product. To find the new product names, you can follow this link: https://www.facetheory.com/gb-en/find-your-product. If you contact our customer service team at help@facetheory.com, they can exchange the product to the correct moisturiser free of charge within our 365-return guarantee. Thanks Facetheory Team

Posted 4 months ago

“Crappy company with crappy customer service. Avoid.”

Helpful Report

(English) - Posted 4 months ago

Hi Matt, Thank you for taking the time to share your feedback. We’re truly sorry to hear about your experience with our company and customer service. Your satisfaction is very important to us, and we strive to provide the best possible service to all our customers. We reached out to our customer service team and confirmed that they have responded to your inquiry. However, it appears that we have not yet received a reply from you. Kindly reply to the most recent email, and our customer service team will be happy to assist you further. Thanks Facetheory Team

Posted 4 months ago

“Très déçu”

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(English) - Posted 5 months ago

“The new packaging has made this product go from one of the best products to a product where you feel like you are contaminating your face.”

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Posted 5 months ago

“JE N'AI PAS REÇU MON COLIS”

Helpful Report

(French) - Posted 5 months ago

Bonjour Meresankh Merci d'avoir partagé vos commentaires avec nous. Je m'excuse pour le retard dans la livraison de votre commande ; nous nous efforçons de garantir une expérience fluide à tous nos clients. Selon nos archives, votre commande a été livrée hier. Si vous ne l'avez pas encore reçue, veuillez contacter notre équipe du service client à l'adresse help@facetheory.com, et ils se feront un plaisir de vous aider davantage. Facetheoy Team

Posted 5 months ago

“Bonjour , Je n’ai pas reçu mon produit”

Helpful Report

(French) - Posted 5 months ago

Bonjour Cristina, Je suis désolée d'apprendre que vous n'avez pas reçu votre commande. Notre transporteur a indiqué que les Jeux olympiques en cours, associés à des conditions météorologiques défavorables, ont entraîné un retard chez LaPost, ce qui peut entraîner des retards. Après avoir examiné les détails de votre commande, il semble que votre colis soit actuellement bloqué à la douane et devrait être dédouané sous peu. Nous nous excusons sincèrement pour ce désagrément. Si vous avez des questions ou des préoccupations supplémentaires, veuillez contacter directement notre équipe du service client à l'adresse help@facetheory.com. Cordialement, Facetheory Team

Posted 5 months ago

“Je n'ai pas recu mon colis ça fais plus 1 semaines”

Helpful Report

(French) - Posted 5 months ago

Bonjour Nicolas, Je suis désolée d'apprendre que vous n'avez pas reçu votre commande. Notre transporteur a indiqué que les Jeux olympiques en cours, associés à des conditions météorologiques défavorables, ont entraîné un retard chez LaPost, ce qui peut entraîner des retards. Après avoir examiné les détails de votre commande, il semble que votre colis soit actuellement bloqué à la douane et devrait être dédouané sous peu. Nous nous excusons sincèrement pour ce désagrément. Si vous avez des questions ou des préoccupations supplémentaires, veuillez contacter directement notre équipe du service client à l'adresse help@facetheory.com. Cordialement,

Posted 5 months ago

“Commande toujours non reçue ! Qu en est il de la livraison ?”

Helpful Report

(Deutsch) - Posted 5 months ago

Bonjour Laurence, Je suis désolée d'apprendre que vous n'avez pas reçu votre commande. Notre transporteur a indiqué que les Jeux olympiques en cours, associés à des conditions météorologiques défavorables, ont entraîné un retard chez LaPost, ce qui peut entraîner des retards. Après avoir examiné les détails de votre commande, il semble que votre colis soit actuellement bloqué à la douane et devrait être dédouané sous peu. Nous nous excusons sincèrement pour ce désagrément. Si vous avez des questions ou des préoccupations supplémentaires, veuillez contacter directement notre équipe du service client à l'adresse help@facetheory.com. Cordialement,

Posted 5 months ago

“Commande #1597144 commandé il y a 11 jours toujours rien reçu et pas moyen de contacter quelqu'un !!!”

Helpful Report

(French) - Posted 5 months ago

Bonjour Nous sommes désolés d'apprendre que votre commande n'est pas arrivée. Je comprends à quel point cela doit être frustrant pour vous. Nous n'avions pas prévu que cela se produise, cependant, les coursiers peuvent subir des retards en raison des procédures d'importation et d'autres événements nationaux et internationaux. Nous avons transmis votre message à notre équipe du service client qui vous contactera par e-mail. Encore une fois, toutes nos excuses pour le retard. Cordialement L'équipe Facetheory

Posted 5 months ago

“I have been using the HydraSet for over a month. I have problems with redness and rosacea. These products do not work for me. In fact, the effect was the opposite, the products made my skin worse. I lost money and time. I do not recommend”

Helpful Report

Posted 5 months ago

Hi Agnes, Thank you for providing your feedback. I'm sorry that the product didn't meet your expectations. Our returns policy gives you peace of mind when trying Facetheory. If, for some reason, you're not completely happy with a Facetheory purchase and don't notice any visible improvement in your skin within 365 days - just email us at help@facetheory.com for a free exchange or refund. Thanks Facetheory Team

Posted 5 months ago

“Ich habe meine Bestellung nach 2 Wochen immer noch nicht erhalten.”

Helpful Report

(Deutsch) - Posted 6 months ago

Hi Birgit, Thank you for sharing your feedback with us. I apologise for the delay in delivering your order; we strive to ensure a smooth experience for all our customers. According to our records, your order was delivered on Friday. If you haven't received it yet, please reach out to our customer service team at help@facetheory.com, and they will be happy to assist you further. Thanks Facetheory Team

Posted 5 months ago

“I never got my product”

Helpful Report

(Deutsch) - Posted 6 months ago

Hi Sabi, I am sorry to hear that you have not received your order. It is always a priority to provide a seamless experience to our customers. Looking at your tracking, PostNord tried to deliver the parcel today, and it can now be picked up from a parcel shop. Please check the tracking on PostNord for more information. I have also asked our customer service team to send you the details via email. Thanks Facetheory Team

Posted 6 months ago

“Used to love this company but sadly they have both raised their prices significantly and brought in new packaging that is both wasteful (can’t get all the product out) and not recyclable. Real pity as they were brilliant but I can no longer use them.”

Helpful Report

Posted 6 months ago

Hi, Thank you for taking the time to share your thoughts with us. We genuinely appreciate your feedback, as it helps us understand our customers' needs and areas for improvement. Our product development team is diligently exploring opportunities to enhance the design of our tubes. Our primary objective is to make them easier to screw on and off, thereby improving both user experience and functionality. By analysing current challenges and investigating innovative solutions, we aim to create tubes that offer a more secure and user-friendly operation. We understand your concerns about recyclability and sustainability. Aluminium itself is one of the most recyclable and sustainable packaging materials available. Aluminium is infinitely recyclable without loss of quality. It can be recycled indefinitely, unlike glass, which can degrade during recycling. Recycling aluminium uses only 5% of the energy required for primary production, compared to 30% for glass. This results in significant energy savings and Aluminum has a higher recycling rate and value in recycling systems than glass, which can drive better overall recycling practices. Aluminium tubes are lightweight and durable, reducing energy consumption and waste in transportation compared to heavier glass jars. While we acknowledge that not all local recycling programs currently accept aluminium tubes, we believe this is an infrastructure issue that will improve over time as aluminium packaging becomes more common. Many beauty and personal care brands are making similar switches to aluminium packaging for sustainability reasons and we are actively exploring ways to make our aluminium tubes more widely recyclable, such as partnering with specialised recycling programs. We remain committed to sustainability as a core value. 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% to 30%, based on how many products you add to your bundle. Six products get you the maximum discount. Thank you once again for your feedback. Facetheory Team

Posted 6 months ago

“I have breakout it burn my face “porebright toner” it gives me pimples!”

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Posted 6 months ago

“Je suis énervé j’ai commandé la crème que j’avais déjà commandé et qui me correspondais j’ai reçu une autre d’un packaging différent, la texture n’étais pas du tout crémeuse et on a des bout noir au fond du pot de plus elle a irrité ma peau alors qu’après avoir contacté le service client on m’a répondu que cetais la « même composition » je ne pense pas du tout étant le résultat qu’on a eu ! Moi qui commençais à aimer la marque..”

Helpful Report

Posted 7 months ago

Bonjour, Merci pour votre retour. Je suis désolé d'apprendre que le produit n'a pas répondu à vos attentes. J'ai transmis votre retour à notre équipe du service client, qui vous contactera par e-mail. Merci, Facetheory Team

Posted 7 months ago

“I suffered from tingling sensation😭, my skin became drier!! SUFFERING discomfort this is due that my skin starts showing symptoms of burns. I stopped using it!”

Helpful Report

Posted 7 months ago

Hi Susan, Thank you for reaching out to us about your experience with our product. We take your health and satisfaction very seriously, and I'm deeply concerned to hear about the discomfort you've been experiencing. We apologise for any distress this has caused you. You made the right decision to discontinue use of the product immediately upon noticing these symptoms. It appears that your recent purchase includes several products with high acid and retinol content. Using these products too frequently or in high concentrations right away can disrupt the skin's protective barrier, leading to increased sensitivity and potential irritation. To minimise the risk of skin irritation, it's important to introduce these products to your skin gradually. Start with each product once or twice a week and slowly build up to more frequent use as your skin adapts. We have forwarded your feedback to our customer service team, who will contact you via email. Thanks Facetheory Team

Posted 7 months ago

facetheory is rated 4.7 based on 37,386 reviews