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

“One of the packages arrived broken and soaked in oil as the top was not screwed on correctly. Therefore I lost half the oil in the bottle. A feedback email to you was not satisfactorily resolved.”

Helpful Report

(English) - Posted 19 hours ago

Hi Kate, Thank you for taking the time to share your feedback. We sincerely apologize for the inconvenience you experienced with your order. We take quality control and customer satisfaction very seriously, and we're disappointed to hear that one of the packages arrived in an unsatisfactory condition. We did respond to your feedback email promptly and requested additional information, including pictures of the damaged package and product. No further response was received. This information is crucial for us to fully understand the extent of the damage and to investigate how this occurred during shipping and take necessary steps to prevent similar incidents in the future. We require photographic evidence to share with our shipping partners. This allows them to conduct a thorough investigation and implement measures to prevent such incidents from recurring. We're committed to ensuring that all products leave our facility in perfect condition. Your feedback helps us identify any potential issues in our packaging or quality control processes. We kindly ask that you to respond to the email of our customer service team with the requested pictures and any additional details about the damaged product. This will enable us to: Provide you with an appropriate solution (e.g., replacement, refund,) Take necessary actions to improve our processes Work with our shipping partners to enhance package handling Your satisfaction is our priority, and we appreciate your patience as we work to resolve this issue. We value your feedback as it helps us improve our products and services. Thanks Facetheory Team

Posted 9 hours ago

“Délai de livraison très long et pour le moment pas assez de recul pour évoluer les produits”

Helpful Report

(English) - Posted 2 days ago

Bonjour, Merci pour votre retour. Nous nous excusons pour le retard dans la réception de votre commande. Des retards peuvent survenir en raison de facteurs tels que des problèmes de transporteur (par exemple des grèves), des problèmes logistiques, du mauvais temps ou d'autres circonstances indépendantes de notre volonté. Nous sommes heureux de voir que vous avez reçu votre commande. Si vous avez d'autres questions ou préoccupations, veuillez contacter notre équipe de support client à l'adresse help@facetheory.com. Facetheory Team

Posted 1 day ago

“Falsche Firma!!! Ich habe meine Produkt bezahlt abert nicht bekommen!!! Niemand meldet über E-Mail nur Automatisch antworten!!! Nie wieder dies Firma!!!!! Ich gehe in Polizei!!!!”

Helpful Report

(English) - Posted 6 days ago

Hallo Szilvia, Vielen Dank für Ihr Feedback. Wir entschuldigen uns für die Verzögerung beim Erhalt Ihrer Bestellung. Verzögerungen können aufgrund von Faktoren wie Problemen mit dem Transportunternehmen (z. B. Streiks), Logistikproblemen, schlechtem Wetter oder anderen Umständen auftreten, die außerhalb unserer Kontrolle liegen. Wir haben Ihre Interaktionen mit unserem Kundensupportteam überprüft und festgestellt, dass jede Ihrer E-Mails umgehend beantwortet wurde und Sie auch auf diese Nachrichten geantwortet haben. Unseren Aufzeichnungen zufolge wurde Ihre Bestellung als geliefert markiert, und Sie haben den Erhalt bestätigt. Darüber hinaus haben Sie eine vollständige Rückerstattung erhalten. MfG Facetheory Team

Posted 2 days ago

“Ich habe meine Bestellung nicht erhalten. Und keine richtige Antwort auf mein Email. Ich bin sehr enttäuscht und obwohl ich finde die Produkte sehr gut, ich werde mehr mals überlegen ob ich noch mal bei ihre etwas kaufe.”

Helpful Report

(English) - Posted 2 weeks ago

Hi Monica, Vielen Dank für Ihr Feedback. Wir bedauern zutiefst, dass Sie mit unserem Service unzufrieden sind und möchten uns aufrichtig für die entstandenen Unannehmlichkeiten entschuldigen. Wir möchten Sie darauf hinweisen, dass wir am 14.02. auf Ihre Anfrage reagiert und Ihnen zwei verschiedene Optionen angeboten haben. Leider haben wir darauf keine Rückmeldung von Ihnen erhalten. Es tut uns leid, wenn diese Nachricht Sie nicht erreicht hat oder wenn es dabei zu Missverständnissen gekommen ist. Wir schätzen Sie als Kunden sehr und möchten die Situation gerne klären. Bitte kontaktieren Sie uns erneut, damit wir Ihnen bei der Lösung Ihres Problems bestmöglich helfen können. Wir werden alles in unserer Macht Stehende tun, um Ihre Bestellung zu lokalisieren oder eine für Sie zufriedenstellende Alternative zu finden. Ihre Zufriedenheit ist uns wichtig, und wir hoffen, dass wir die Gelegenheit bekommen, Ihr Vertrauen wiederzugewinnen. Wir schätzen die Qualität unserer Produkte ebenso wie Sie und möchten sicherstellen, dass Sie diese auch erhalten und genießen können. MfG Facetheory Team

Posted 2 weeks ago

“Sorry - but I prefer the old branding. I used to love the moisterisers and the face wash. These are now completely different textures and not the same. I also cannot buy the lovely face cloths you used to have. Please go back to the old branding and the old ingredients. I dont think I will continue with your products. Have bought from the outlet a few times but the old items are now scarce.”

Helpful Report

(English) - Posted 2 weeks ago

Hi Michelle, Thank you for sharing your feedback about our recent changes. We understand that you strongly prefer our previous branding and formulations, particularly the moisturizers and face wash. We appreciate your loyalty to our products and the face cloths you enjoyed. We will consider your comments as we continue to evolve and improve our offerings. If you have any other suggestions or feedback, please feel free to share them with us. We value your input and hope to meet your expectations in the future. Thanks Facetheory Team

Posted 2 weeks ago

“I don’t see any difference to my pigmentation using this product.”

Helpful Report

(English) - Posted 3 weeks ago

Hi, We appreciate your feedback, and we apologise for hearing that the product did not meet your expectations. We note that you have used the product for just over two weeks. It's important to note that individual results may vary, and consistency in application is crucial for achieving the best outcomes. Combining tranexamic acid with other skincare ingredients and using sun protection can enhance its effectiveness. More noticeable changes in hyperpigmentation, including a reduction in dark spots and melasma, typically occur after 4-8 weeks of regular application. If you're not happy with your Facetheory purchase and don't see any visible improvement in your skin within 365 days, please don't hesitate to email us at help@facetheory.com for a free exchange or refund. Thanks, Facetheory Team

Posted 2 weeks ago

“Product came with lid off and had leaked through the box”

Helpful Report

(English) - Posted 1 month ago

Hi, We're so sorry to hear that your product arrived with the lid off and leaked through the box! That's definitely not the experience we want you to have, and we understand how frustrating that must be. Please accept our sincerest apologies for this issue. We take full responsibility for the damage and inconvenience this has caused. Our customer support team has been notified and will be in touch with you via email within 24 hours to resolve this issue. They will be happy to assist you with a replacement, a refund, or another solution that meets your needs. Thank you for your patience and understanding. We appreciate you bringing this to our attention, as it helps us improve our packaging and shipping processes to prevent similar issues in the future. Facetheory Team

Posted 3 weeks ago

“This product has olive oil. After using it for 4 days my face was covered in acne - and I never have acne!! Why is it so hard for companies to make good vit c? Don’t buy this product it looks very greasy on the skin, doesn’t go well under makeup and gives you acne!”

Helpful Report

(English) - Posted 1 month ago

Hi, Thank you for your feedback. I apologise for your negative experience with the Glow-C Vitamin C 20% Serum. While vitamin C serums can be beneficial for many, they may not suit everyone's skin type or needs. It's a very rare occurrence that you experience breakouts from this product as it's suitable for all skin types, including oily skin. Additionally, some people may experience skin purging when starting a new vitamin C product, which can initially look like acne. However, if you typically don't have acne, this reaction suggests the product may not be suitable 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 3 weeks ago

“The product is exactly as described. However, I purchased it on the misunderstanding that Retinol would make me look younger but when I tried it I realised that retinol itself has the effect of tightening the skin when applied, which in in effect tightens the skin, making it looser in the long term and more likely to wrinkle when not applied. I have realised that this product is not for me and will stick with moisturiser.”

Helpful Report

(English) - Posted 1 month ago

“I haven't seen any difference to my face since application.”

Helpful Report

(English) - Posted 1 month ago

“Unfortunately this made my skin very tight red and dry”

Helpful Report

(English) - Posted 1 month ago

“Facetheory used to be brilliant and I was a loyal customer. However their new packaging is awful - fiddly, wastes product and leaves a horrid greyish colour in the product. I decided to purchase some bits from the outlet but the small pots of amil whip spf had a texture so thick you could not spread it and it simply pilled on my skin - no chance of sun protection and I was very skeptical. Facetheory did refund me but I think it’s such a shame how down hill they have gone in quality and and up hill in price!”

Helpful Report

(English) - Posted 2 months ago

“After couple of weeks of using the Polypep Complex Collagen-Boosting Serum which was recommended by the sales rep at the shop, I have starting stinging sensation on my face and my face has flare up with patches of redness so I’m not impressed with the product. I have stopped using the product now.”

Helpful Report

(English) - Posted 2 months ago

“Non è arrivato nessun prodotto a destinazione”

Helpful Report

(English) - Posted 2 months ago

“Don’t like the new products or the packaging. You no longer sell the gel cleanser that I loved and I don’t like cream cleansers. Unfortunately I won’t be purchasing from you again. I have now found a better cleanser with another company so will be moving over to their products. Such a shame.”

Helpful Report

(English) - Posted 2 months ago

“Purtroppo non mi ha soddisfatta”

Helpful Report

(English) - Posted 3 months ago

“I have been a loyal customer for years and have always loved this cleanser, but I am deeply disappointed with the recent changes. The new packaging is utterly appalling – it barely lasts 3 to 4 weeks, whereas the jars used to last me six months. To add insult to injury, the price remains the same despite the significant reduction in product quantity. This is an outrageous move that completely disregards long-time customers like myself. It feels like nothing more than a cash grab, and it’s disgraceful. The new packaging is not only impractical but downright wasteful. I am actively searching for a more affordable brand with similar ingredients because this change has made it impossible to justify sticking with your product. Bring back the jars – this new packaging is a complete failure, and your customers deserve better.”

Helpful Report

Posted 3 months ago

“This cream smells just like smoked cheddar. Is it supposed to smell like that? Can’t put that on my face.”

Helpful Report

(English) - Posted 3 months ago

“Haven't recieved the product.”

Helpful Report

(English) - Posted 3 months ago

“1) Didn’t receive your product? No, I didn’t receive my products yet. I have bought from you before and everything went well. This is the second time I am buying from you. The order has not arrived. It is showing that it has been delivered but the products have not been delivered. 33872411202053105. I would like to know what you can do. You sent me the number that I already have and that does not help at all. You don't answer the phone. Please call me. 5614802734”

Helpful Report

(English) - Posted 3 months ago

facetheory is rated 4.7 based on 37,385 reviews