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

“Not seen any results at all.”

Helpful Report

(English) - Posted 2 weeks ago

Hi Chris, 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

“Je ne suis pas satisfaite du produit. Il était indiqué ne pas laisser de traces blanches et pourtant il en laisse sur ma peau (phototype V)”

Helpful Report

(English) - Posted 3 weeks ago

Chère Fatime, Merci pour votre avis. La crème hydratante quotidienne Glow-C SPF 30 est formulée pour être légère et non crayeuse. Les résidus blancs que vous pouvez rencontrer après l'application du produit peuvent être dus à plusieurs facteurs : * **Utilisation excessive de produit :** L'application d'une quantité excessive de crème hydratante peut empêcher celle-ci d'être complètement absorbée par la peau. Essayez d'en utiliser une plus petite quantité. * **Application incorrecte :** Ne pas frotter le produit doucement et soigneusement peut également laisser une trace blanche. * **Superposition de produits :** L'application de produits trop proches les uns des autres sans laisser sécher chaque couche peut entraîner la formation d'un mélange blanc crémeux. Veuillez attendre que chaque produit sèche avant d'appliquer la couche suivante. Nous espérons que ces conseils vous aideront. Facetheory Team

Posted 3 weeks ago

“Sorry to say it gas absolutely done nothing for my skin. I am rather disappointed.”

Helpful Report

(English) - Posted 1 month ago

Hi Jasminder, Thank you for reaching out to us and sharing your experience with our ''Glow-C Tranexamic 5% Serum''. We truly value your feedback, and we're sorry to hear that you haven't seen the results you were hoping for after using it for two weeks. We understand your frustration. It's important to remember that skincare products can take time to deliver visible results, and individual experiences can vary depending on skin type, concerns, and consistency of use. While some people see improvements within a few weeks, for others, it can take 8-12 weeks to notice a significant difference. This is because skin cells regenerate at different rates, and some ingredients need time to build up their effects. To get the best results, it's important to use the serum consistently, as directed. Thank you again for your feedback. Facetheory Team

Posted 3 weeks ago

“That product can’t be 3% retinol, it is weaker than the 1% one that I already have from another brand. Not happy with this Brand.”

Helpful Report

(English) - Posted 1 month ago

“Livraison et délais inacceptables”

Helpful Report

(English) - Posted 1 month ago

“Thought would be better, but the oats hydrating cream is not working for me. I have a delicate skin and it does not calm my itchy skin, it sometimes makes it itchier... Not happy as I bought it thinking it will calm my skin..”

Helpful Report

(English) - Posted 2 months ago

“I love Facetheory products but I finally got some of the products in the new packaging and they are a nightmare! These new bottles/tubes don't stand. Some can't be easily open ie the foil cover pierced, it's suggested you use a toothpick. It feels like not one person handled any of these products before they went into production.”

Helpful Report

(English) - Posted 3 months ago

“I don’t like the new packaging and the night cream is nothing like the old product. I may have picked one that didn’t have any smell but it isn’t very pleasant. The old night cream was brilliant. Sorry guys this doesn’t work for me.”

Helpful Report

(English) - Posted 3 months ago

Hi Rachel, Thank you for your honest feedback regarding our new packaging and night cream. We are sorry to hear that the Peptide Firming Night Cream did not meet your expectations and that you do not find the new product to be as good as in the previous packaging. We will pass on your feedback on to our product development team. It is important to us that our customers are happy with what they receive and we will continue to evaluate your comments. If you have any further suggestions or would like to discuss your experience further, please do not hesitate to contact us at help@facetheory.com. Your satisfaction is our priority. Thank you again for your honesty. Thanks Facetheory Team

Posted 3 months ago

“Still hasn’t arrived”

Helpful Report

(English) - Posted 3 months ago

Hi Holly, Thank you for reaching out and sharing your concern about your order. We completely understand how frustrating it can be to wait for a delivery. While we strive to ensure timely shipping, various factors can occasionally affect delivery times. Your order has been cleared by customs yesterday and we would expect to be delivered in the next few days. If you need further assistance or have any specific questions, please don’t hesitate to contact our customer service team at help@facetheory.com. We're here to help! Thanks again for your feedback. Best regards, Facetheory Team

Posted 3 months ago

“I lost so much and was really devastated, I had to seek help until I was directed to Mr. Sharon O'Neil and his Recovery company and Foundation that helped me to recover all the money I had lost. It was really worth it. I will be happy to share my experience with anybody, you can also connect with him for help and assistance for a successful and secured investment without any loss of funds. mail him SHARONRECOVERINGEXPERTS @ gm ail. c o m”

Helpful Report

Posted 4 months ago

“Leider habe ich einen Ausschlag im ganzen Gesicht bekommen. Ich vermute ich habe eine sensible Haut und der Cleanser und das Serum sind zu aggressiv für mich oder haben einen Wirkstoff den ich nicht vertrage. Die Hautcreme benutze ich aber gerne und ohne Probleme.”

Helpful Report

(English) - Posted 4 months ago

Liebe Judith, Wir entschuldigen uns aufrichtig für Ihre Reaktion. Mehrere Faktoren können zu erhöhter Empfindlichkeit oder Reizung beitragen. Es könnte ein Inhaltsstoff in der Formel sein, gegen den Sie allergisch sind, oder vielleicht ein Wirkstoff, der zu stark für Ihre Haut ist. Darüber hinaus können auch andere gleichzeitig verwendete Produkte oder Umweltfaktoren eine Rolle spielen. Wir bieten eine 365-tägige Garantie an. Bitte kontaktieren Sie uns unter help@facetheory.com für einen kostenlosen Umtausch oder eine Rückerstattung. MfG Facetheory Team

Posted 4 months ago

“Fake! doesn't do anything have tried for a month and no changes”

Helpful Report

(English) - Posted 4 months ago

“I would love to give this product 5 stars because my skin doesn’t react or flare up from it which is an huge win for me, and the serum melts into the skin so beautifully. However the product has a horrible smell that just makes me face stink. I don’t know if anyone else has had this problem or perhaps I was just unlucky with this particular bottle, but it smells really awful; I can only describe the smell as the being like the inside of a deli, it is a pungent smokey smell. The smell is the only thing stopping me from buying this product again.”

Helpful Report

(French) - Posted 4 months ago

“I have been using your products with no change to my problem skin.”

Helpful Report

Posted 5 months ago

“For me the products dont work. I feel they sit on the skin, rather than penetrate it and don't have a pleasant smell. They did not live up to the expectation I head based on the clever marketing.”

Helpful Report

(English) - Posted 5 months ago

“J’ai la peau mixte à grasse et j’ai acheté cet crème qui paraissait convenir aux peaux huileuses afin de contrôler mon excès de sébum ( comme celle-ci est un gel et non une crème ) Finalement je ne vois pas de changements et au début de l’utilisation ma peau a même très mal réagi à la composition du produit ( voir photo ). De plus, le gel colle et ne laisse pas un fini agréable sur ma peau. Quand je me maquille par dessus cela peluche … Je ne suis malheureusement pas satisfaite de la crème.”

Helpful Report

(French) - Posted 5 months ago

“I have been using face theory for years now. I love the products and always order the same items. However, i am so disappointed with the new branding. The glass jars were brilliant, why get rid if them in place of the awful tubes? The tubes look unsightly on the bathroom shelf, especially once you have squeezed the contents out. They don't stand up properly, constantly falling over, and the branding is almost exactly the same on the products I use,making it difficult to differentiate between night and day creams etc( the old packaging was easy to tell the difference due to colour) You get less in the tubes than you used to, and you are unable to get the last bits of product out of tube compared to when you were running low with the jars. It's such a shame you've messed with branding and packaging. Will definitely make me rethink wether to order again once I run out next. Really disappointing. BRING THE JARS BACK!”

Helpful Report

(English) - Posted 5 months ago

Hi Jane, Thank you for your feedback regarding the recent changes to our product packaging. We appreciate your long-standing loyalty to Face Theory and your thoughts on our new branding. We want to clarify that despite the transition from glass jars to aluminium tubes, the fill volume of our moisturisers remains at 50ml. We understand how important this consistency is for our customers and are committed to maintaining the same quantity of product you have come to love for the same price. We recognize that the new tube design may not meet everyone's aesthetic preferences, and we are actively considering customer feedback as we move forward. Your concerns about usability and product differentiation are valid, and we will take them into account as we aim to enhance the overall experience. Thank you once again for sharing your thoughts. We value your input and hope to continue serving you with high-quality products that meet your skincare needs. If you have any further questions, please get in touch with our customer service team at help@facetheory.com. Thanks Facetheory Team

Posted 5 months ago

“I do not have the expected result”

Helpful Report

Posted 5 months ago

“Loved this brand until they changed the packaging. Can I get the “toothpaste tubes” to stand up ? No I cant . Literally every time I open up my mirror everything falls out , they take up too much room”

Helpful Report

(English) - Posted 5 months ago

Hi, Thank you for reaching out and sharing your thoughts about our packaging. We appreciate your feedback and understand how frustrating it can be when products don’t meet your expectations, especially regarding organisation and space. We’re always looking for ways to improve our products, and your input is invaluable. While most tubes of the current design have a wide enough cap to stand on, I will certainly pass your feedback on to our product development team. Thank you again for your feedback. If there’s anything else we can assist you with, please don’t hesitate to reach out to our customer service team at help@facetheory.com. Thanks Facetheory Teram

Posted 5 months ago

“Je n’ai pas reçu ma commande”

Helpful Report

(Deutsch) - Posted 6 months ago

Bonjour Jade, Merci de nous avoir fait part de vos commentaires. 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 le vendredi 13/09. Si vous ne l'avez pas encore reçue, veuillez contacter notre équipe du service client à l'adresse help@facetheory.com, qui se fera un plaisir de vous aider davantage. Cordialement Facetheory Team L'équipe Facetheory

Posted 5 months ago

facetheory is rated 4.7 based on 37,385 reviews