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

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

“Avant j’aurais donné le plus d’étoiles possible, sauf qu’avec le nouveau packaging les produits ressemblent plus à des produits pharmaceutiques tels que des crèmes pour soigner les hémorroïdes ou des verrues. Il est vraiment fade, laid et sans personnalité, à quoi ça sert d’acheter un produit qu’on aime si on est gêné de le sortir de sa trousse pour l'utiliser. L’extérieur compte tout autant.”

Helpful Report

Posted 6 months ago

Bonjour, Nous vous remercions sincèrement pour votre retour d'expérience détaillé. Votre avis est précieux et nous aide à améliorer continuellement nos produits. Nous comprenons votre déception concernant notre nouveau packaging. Notre intention était de créer un design épuré et moderne, mais nous entendons que cela ne correspond pas à vos attentes. L'esthétique est en effet importante, et nous prenons très au sérieux vos commentaires sur l'apparence de nos produits. Soyez assuré(e) que nous allons transmettre vos remarques à notre équipe de design. Nous cherchons toujours à trouver le juste équilibre entre fonctionnalité, élégance et personnalité dans nos emballages. Nous apprécions votre fidélité et espérons que la qualité de nos produits continuera à vous satisfaire malgré ce changement visuel. N'hésitez pas à nous contacter directement si vous souhaitez partager d'autres suggestions. Merci encore pour votre franchise. Votre satisfaction reste notre priorité. Cordialement, Facetheory Team

Posted 6 months ago

“I used to love this product and brought a wide range, my skin is much improved. But the new packaging is awful. The metal tubes are useless, completely inefficient, they trap product in them, you can't open them with out a sharp object and then need to cut them open to not waste product which.is dangerous. You can't squeeze them as they are solid, the lids are hard to put on / off. Higher prices for a significantly worse experience. It is such shame.”

Helpful Report

Posted 6 months ago

Hi Brittany, Thank you for taking the time to share your thoughts about our product and the recent packaging changes. We truly appreciate your loyalty and are thrilled to hear that our products have improved your skin. Our product development team is actively investigating ways to enhance the design of our caps seals. The goal is to make them easier to screw on and off, improving user experience and functionality. We aim to create caps that provide a more secure and user-friendly operation by analysing current challenges and exploring innovative solutions. The last full price increase occurred in Jan/Feb 2023. As part of our rebranding efforts, we providing higher-quality packaging without raising the price. Therefore, we have not increased the pricing except when the fill level of the product has increased. We had many promotions and sales over the last year, so you may have seen products offered for lower temporary promotion periods. After looking through your order history, we can see that you have been able to use many discounts, loyalty points or any other sales we offered. We will still periodically do promotions. However, we offer our most generous discount EVERY DAY with our bundle builder. Savings range from 10-30%, based on how many products you add to your bundle. 6 products gets you the maximum discount. Thank you once again for your feedback. If you have any further questions, please email our customer service team directly at help@facetheory.com. Thanks Facetheory Team

Posted 6 months ago

“The lavender face cream gave me even more pimples and redness on my face and the vitamin C face wash had a very uncomfortable texture to it- not sure why but didn’t feel right. Need a refund!! I’m not even using the products.”

Helpful Report

Posted 6 months ago

Hi, Thank you for reaching out and sharing your experience with our lavender face cream and vitamin C face wash. We are sorry you’ve encountered issues with these products, and we appreciate your honesty. Your satisfaction is our top priority, and I understand how frustrating it can be to experience adverse reactions. We take feedback like yours seriously, as it helps us improve our formulations and ensure a positive experience for all our customers. We see that you have already contacted our customer service team. Please reply to their email to start a claim. Thanks Facetheory Team

Posted 6 months ago

“Very disappointed in the abolition of their loyalty point scheme, and they no longer do discounts like they used to. Also not impressed by the insidious increase in prices.”

Helpful Report

Posted 7 months ago

Hi, Thank you very much for your feedback. 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 when you purchased them before. We will still periodically do promotions. However, we offer our most generous discount EVERY DAY with our bundle builder. Savings range from 10-30%, based on how many products you add to your bundle. 6 products get you the maximum discount. Regarding the loyalty program, this was sunset at the beginning of the year and officially ended in May. We sent many emails on this, but we know a lot were binned before reading. In other cases, customers have opted out of our email communications and may have been surprised to see the program ended. We didn’t observe many people redeeming points in the rewards program and didn’t believe customers were receiving significant benefits. Now that we have our own retail store in London and are expanding to other retailers, we are eager to introduce an omnichannel rewards program. More details will be available later this year, as we are still finalising it. If you believe you still have unused points available, our customer service is more than happy to check this for you. Thanks Facetheory Team

Posted 7 months ago

“Always been happy with the products I've received over the last two years . I have sensitive skin & struggle to find serums & moisturisers that don't exacerbate the problem. However hate the new packages so much waste from the tubes, fiddly to reapply the lids I'm sorry but I won't buying again.”

Helpful Report

Posted 7 months ago

Hi Emma, Thank you for taking the time to share your thoughts with us. We’re delighted to hear that you’ve been happy with our products over the past two years, especially considering your sensitive skin. Your satisfaction is our top priority, and we appreciate your loyalty. We’re sorry to learn that our new packaging has caused frustration. We understand that packaging can significantly impact your experience, and we’re committed to finding solutions that meet both our customers' needs and our sustainability goals. Your feedback is invaluable, and we will certainly pass it along to our product development team for consideration. Thank you once again for your feedback. Facetheory Team

Posted 7 months ago

“Whilst I love the products the packaging is terrible. More often than not my product is grey from the metal. The words on my hyaluronic acid bottle have started to disappear. This morning I was treated to a lovely shard of metal from my eye-cream. Disappointing and dangerous.”

Helpful Report

Posted 7 months ago

Hi Danielle, Thank you for reaching out and sharing your feedback regarding our product packaging. I sincerely apologise for the issues you've encountered with your recent purchases. Your experience is important to us, and I appreciate you bringing these concerns to our attention. I’m glad to hear that you love our products, but I completely understand how frustrating it must be to deal with packaging that doesn’t meet your expectations. The safety and satisfaction of our customers are our top priorities, and I’m sorry to hear about the shard of metal you experienced. This is certainly not the standard we strive for. We are currently reviewing our packaging materials and processes to ensure they are safe and effective. Your feedback will be invaluable in this effort. I have passed on your feedback to our customer service team and they will be in touch via email. Thank you again for your feedback. We are committed to improving our products and ensuring your experience with us is nothing short of excellent. If you have any further concerns or suggestions, please don’t hesitate to reach out. Thanks Facetheory Team

Posted 7 months ago

“I used the products, it has no effect. My skin gets hydrated but there is no complete satisfaction as it doesn’t help with marks, uneven skin.”

Helpful Report

Posted 7 months ago

Hi, Thank you for taking the time to share your experience with our products. We genuinely appreciate your feedback, as it helps us understand our customers' needs better. We’re glad to hear that you’ve noticed hydration in your skin! However, we understand your concerns regarding marks and uneven skin tone. It's important to note that while some results can be seen relatively quickly, others, especially those related to skin texture and pigmentation, often take a bit longer to manifest than the two weeks you are using the products. A Few Tips for Optimal Results Consistency is Key: Many users find that sticking to a routine for at least 4-6 weeks can lead to more noticeable improvements in skin tone and texture. Layering Products: If you’re not already, consider layering our products with a targeted treatment specifically designed for marks or uneven skin. This can enhance overall effectiveness. Sun Protection: Using sunscreen daily can significantly improve skin appearance and protect against further pigmentation. We truly value your satisfaction and are here to support you on your skincare journey. Please keep us updated on your progress, and don’t hesitate to reach out if you have any further questions or need assistance! Thanks Facetheory Team

Posted 7 months ago

“Very thick and sticky which makes it unpleasant to use. My skin couldn't breathe and felt dried out after a week of use.”

Helpful Report

Posted 7 months ago

Hi Marine, Hi, Thank you for providing your feedback. I'm sorry that the product didn't meet your expectations. Certainly! Here is the rewritten text: We are surprised by your observations, as the Glow-C Vitamin C 20% Serum is usually very lightweight and silky. The dryness of your skin could also be due to the other skincare products you use alongside the serum. Unfortunately, we cannot comment on that, as you just ordered the serum. During summer months, high temperatures and sun exposure can damage the skin's barrier function, leading to transepidermal water loss, which results in dryness and is typically a sign that your skin needs more hydration. 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 7 months ago

“I ordered one product. I got something in different package, I asked customer service if it's the same and they said it was. But on the back of ingredients list, proportions are totally different then from my old package. Also it feels different on my face, like i put wax on my face which didn't want to go into my skin. I am ordering this Night cream since 2 years and first time I am dissapointed and tricked.”

Helpful Report

Posted 7 months ago

Hi, Thank you for taking the time to share your experience with us. We sincerely apologize for the confusion and disappointment you've encountered with your recent order. Your feedback is extremely important to us, and we take your concerns very seriously. The main actives and their strength have remained the same, however we have changed one of the preservatives to an more effective alternative. We apologise for any confusion caused by this change. 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 7 months ago

“Cela fait un mois que j'utilise le toner à vitamine c et le sérum tranexamique +vit c et je n'ai observé aucune amélioration sur ma peau en termes de taches d'hyperpigmentation et réduction de la visibilité de mes pores. Je suis assez déçue”

Helpful Report

Posted 8 months ago

Bonjour Merci pour votre retour et je suis désolé d'apprendre votre déception. Bien que ces ingrédients puissent être efficaces pour de nombreuses personnes, les résultats individuels peuvent varier. Un mois n’est peut-être pas suffisant pour constater des améliorations significatives de l’hyperpigmentation et de l’apparence des pores. De nombreux utilisateurs de soins de la peau, en particulier ceux ciblant les problèmes de pigmentation, peuvent constater qu'il faut jusqu'à 2 à 3 mois pour obtenir des résultats visibles. 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. Pour toute question future, veuillez nous contacter via help@facetheory.com. Merci Facetheory

Posted 7 months ago

“Après plusieurs semaines d’utilisation aucun résultat Je suis déçu du produit. C’est vraiment dommage”

Helpful Report

Posted 8 months ago

Salut Khadija Ammari, Je suis désolé d'apprendre que vous êtes déçu par le produit de soin. C'est frustrant d'investir du temps dans un produit et de ne pas voir les résultats que vous espériez. Un éclaircissement et un uniformisme plus importants du teint peuvent être observés vers 4 à 8 semaines. La stimulation du collagène et les effets anti-âge peuvent devenir apparents après 8 à 12 semaines d'utilisation constante. Assurez-vous que vous avez utilisé le produit de manière cohérente, comme indiqué. Les produits de soins de la peau nécessitent souvent une utilisation régulière sur une période prolongée pour donner des résultats. Vérifiez à nouveau que vous appliquez correctement le produit. Parfois, la méthode d’application peut avoir un impact sur l’efficacité. Il se peut également que le produit ne soit pas adapté à votre type de peau spécifique. Les soins de la peau sont très individuels et ce qui fonctionne pour une personne peut ne pas fonctionner pour une autre. 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 Team

Posted 8 months ago

“Je ne vois pas la différence malgré une utilisation quotidienne”

Helpful Report

Posted 8 months ago

Bonjour, Merci pour votre avis. Nous vous recommandons d'utiliser le produit pendant au moins 4 semaines de manière continue pour constater les premiers changements. 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

“Je ne suis pas très satisfaite car après un mois d'utilisation assidue, ma peau s'est dégradée... Je ne sais pas si je n'ai pas pris la bonne combinaison de produits Mais pour le moment je ne suis pas du tout convaincue”

Helpful Report

Posted 9 months ago

Bonjour Merci pour votre retour et je suis désolé d'apprendre que le produit n'a pas répondu à vos attentes. Nous comprenons que chaque personne est différente et que certains produits cosmétiques peuvent tout simplement ne pas convenir à certains types de peau. 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 9 months ago

“My product was open and had leaked and I sent an email with a picture but never heard anything back to make this right.”

Helpful Report

Posted 9 months ago

Hi, It is always a priority to provide a seamless experience to our customers, and we’re sorry we fell short. Unfortunately there are unexpected delays with stock to be delivered to our EU warehouse. I have passed on your feedback to our experience team. We can see here that a member of our team attempted to assist you with your issue. I have requested that they reach out to you again via email. Facetheory Team

Posted 9 months ago

“Their vitamin c cleanser and amil c whip suncream is very good. However their regena C20 serum aggravated my red acne scars and ruined a bit of progress. The serum is supposed to help with an uneven skin tone so it was a shame.”

Helpful Report

Posted 10 months ago

Hi, Thank you for your feedback and I am sorry to hear that one of the products did not meet your expectations. There are many elements that can increase sensitivity or cause irritation. For example, it may be a specific ingredient in the formula to which you are allergic, or an active ingredient that is simply too potent for your skin. 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 10 months ago

“Did not get information in box as stated. Started using from 10th April no changes yet. So will sure reply around the time estimated changes are expected as mentioned on Facebook advertising.”

Helpful Report

Posted 10 months ago

Hi, Thank you for your feedback. We recommend using the product for at least 4 weeks continuously to see any first changes. The usage instructions for the Exaglow Serum are on written on both the box and label. 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

Posted 10 months ago

“J’étais déçue car j’ai pas reçue ma commande et que j’ai du arrêter mes traitements pour un moment et la deuxième fois je n’ai pas reçue ma commande en totalité!! Mais après sa j’ai eux un remboursement pour le produit manquant donc je met 2 étoiles”

Helpful Report

Posted 10 months ago

Bonjour Offrir une expérience fluide à nos clients est toujours une priorité, et nous sommes désolés de n’avoir pas réussi. Nous pouvons voir ici qu'un membre de notre équipe vous a aidé à résoudre ce problème. N'hésitez pas à contacter notre équipe du service client si nous pouvons faire autre chose pour vous. Merci

Posted 10 months ago

“Bought it as a Bakuluronic and Vitamin C product but arrived as a Bakuluronic only one, disappointed about the misleading advertising”

Helpful Report

Posted 10 months ago

Hi, Thank you for your feedback. The Bakularonic Moisturiser contains Vitamin C in the form of Sodium Ascorbyl Phosphate, which is listed on the ingredients list. Please get in contact with customer service via help@facetheory.com if you need any help. Thanks Facetheory Team

Posted 10 months ago

“Je suis désolée mais je ne suis pas convaincue de l'efficacité de vos produits... Vous pourriez utiliser du vrai rétinol encapsulé dans un flacon airless, ou du vrai ascorbic avid en vitamine C ça serait bcp mieux”

Helpful Report

Posted 10 months ago

Bonjour Cindy, Merci pour votre avis. Notre sérum Supergel Pro contient 3 % de rétinoïde encapsulé, ce qui équivaut à 0,3 % de rétinol pur. Cela n’a l’air de rien, mais le rétinoïde encapsulé est plus stable et efficace, car il a la facilité de se déplacer et de cibler les cellules de la peau là où il est le plus bénéfique et est donc plus puissant que le rétinol normal. Il est conditionné dans un flacon en verre ambré avec compte-gouttes qui protège les actifs des rayons UV. L'acide éthylascorbique est considéré comme une forme de vitamine C plus stable et plus efficace que l'acide L-ascorbique. Il peut mieux pénétrer dans la peau et être converti en vitamine C active, offrant des bienfaits antioxydants, stimulant le collagène et éclaircissants pour la peau. Pour toute question future, veuillez nous contacter via help@facetheory.com. Merci Facetheory

Posted 10 months ago

“I haven't seen any difference in my skin tone or texture. I will continue using but if I don't see any results I will let you know”

Helpful Report

Posted 11 months ago

Hi Susan, Thank you for providing your feedback. it generally takes 1-3 months to see noticeable results from a new skincare routine or product. However, we recommend following the new routine for at least three months to determine its effectiveness. In case you are not satisfied with your facetheory purchase and do not notice any visible improvement in your skin within 365 days, please feel free to email us at help@facetheory.com for a free exchange or refund. Thanks Facetheory Team

Posted 11 months ago

facetheory is rated 4.7 based on 37,385 reviews