ONLINE RETURNS
what can be returned:
Unopened makeup, skincare, and hair/body care products returned within 30 days of original purchase are eligible for a full refund in the original method paid or store credit (less shipping costs for online orders). Refunds will not be issued for products that have been opened or used.
Opened products, that are gently used, returned within 30 days of original purchase, are eligible for store credit towards another purchase at www.facestockholm.com.
In order to receive a refund, we must receive the package back within 30 days from the date of purchase. Please be aware that this INCLUDES shipping time and any returns received after the 30 day period will not be accepted.
All brushes, bags, and tools are final sale.
what you need to do:
Please write to us with your return requests at [email protected]. Please include your order number, which product from that order you’d like to return, your name, date of purchase and reason for requesting a return. We will respond with a return authorization (RA) number. Please include the RA number, clearly marked on the outside of the package and email the tracking details to us at [email protected]. Shipping costs for online returns are the responsibility of the customer. All returns must be pre-approved and have an RA number.
We reserve the right to research the original purchase and to limit or decline refunds or credits. All sale items are non-refundable and cannot be returned. Promotional offers may not be combined with any other sale, promotion, discount, code, coupon, and/or offer.
UNAUTHORIZED RETURNS
We charge a 20% restocking fee for any unauthorized return, which includes but is not limited to, failed or refused deliveries for any reason (incorrect address, moved away, changed mind) or items returned to us without an RA number.
CANCELLATION/REGRET
As you are a consumer, you have a legal right to cancel your order/contract within 14 days from the delivery date of the products. This means that during the relevant period if you change your mind or decide for any other reason that you do not want to keep a product, you can notify us of your decision to cancel the contract and receive a refund. Your right to return products applies to products on sale. To cancel your order, you just need to let us know that you have decided to cancel by sending us an email at [email protected].
Your cancellation is effective from the date you send us the e-mail. you must return it to us without undue delay (in the original product packaging and unopened) and in any event not later than 14 days after the day on which you let us know that you wish to cancel the contract. If you cancel your order but do not send off such products to us within 14 working days of notifying us of cancellation, we shall be entitled to withhold payment of any refund.
SHIPPING
We do our best to process online orders within 5 business days.
FACE Stockholm is not responsible for articles lost or damaged during transit. The above-stated return policy applies only to products purchased through www.eu.facestockholm.com. Regretfully, we cannot accept returns of products purchased in our retail stores at this address; likewise, our retail stores cannot accept returns of products purchased at www.eu.facestockholm.com.
DAMAGED GOODS
When your order arrives, please inspect the carton for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear. However, if damage occurred to the item(s) in your shipment, please contact us immediately at [email protected]. Please provide the order number along with your email address and phone number for the quickest service. To assure prompt resolution, please keep the box, packing materials, and the damaged items for inspection.
