Refund policy
We have a 30-day return policy. This means you have 30 days after receiving your item to request a return.
This policy does not affect your statutory rights.
Returns
To be eligible for a return, the item must be unused, unopened, in the same condition that you received it, and in its original packaging. Any seals, protective packaging, tags, or hygiene seals must be intact where applicable. You will also need your order confirmation, receipt, or other proof of purchase.
To start a return, please contact us at store@face2body.co.uk before sending anything back. We will confirm whether your return has been accepted and provide instructions on how and where to send your item.
Items sent back to us without first requesting a return may not be accepted.
Change of mind returns
For online orders, you have the right to cancel your order within 14 days of receiving it. Once you tell us that you wish to cancel, you then have another 14 days to return the item.
For change of mind returns, the customer is responsible for the return postage cost unless we have agreed otherwise.
If you paid for standard delivery, this will be refunded where required by law. If you selected a more expensive delivery option, only the standard delivery cost will be refunded.
Hygiene and sealed products
For health, hygiene, and safety reasons, we cannot accept change of mind returns for products that have been opened, used, tested, damaged, or unsealed where the seal or packaging is required for hygiene protection.
This may include, but is not limited to, make-up, skincare, hair care, nail products, applicators, brushes, personal care items, and similar beauty products once opened or unsealed.
Damaged, faulty, or incorrect items
Please check your order when it arrives and contact us as soon as possible if the item is damaged, faulty, defective, or if you have received the wrong item.
If the issue is our mistake, or the item is faulty or damaged, we will put it right. Depending on the situation, we may offer a replacement, refund, or return label.
Please do not dispose of the product or packaging before contacting us, as we may need photos or further information to help resolve the issue.
Non-returnable items
We cannot accept returns for:
Opened, used, tested, or unsealed hygiene-sensitive products
Products returned in a condition different from how they were received
Items damaged after delivery due to misuse, incorrect storage, or customer handling
Products without proof of purchase
Items sent back without contacting us first
Gift cards, if applicable
Sale items
Sale items have the same statutory rights as full-price items. If a sale item is faulty, damaged, not as described, or incorrect, please contact us and we will review the issue.
Exchanges
The fastest way to get a different item is to return the item you have, and once the return is accepted, place a new order for the item you want.
Refunds
Once we receive and inspect your return, we will let you know whether the refund has been approved.
If approved, the refund will be made to your original payment method. Refunds are usually processed within 14 days of receiving the returned item or valid proof that the item has been sent back, where applicable.
Please remember that your bank, card provider, or payment provider may take additional time to process and show the refund in your account.
Contact
For any return or refund questions, please contact us at: