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Delivery and Returns

Last Shipping Dates for Holiday 2023

Please note - the cut off date to receive your products before Christmas Day is as follows:

  • 13th December > ground shipping
  • 18th December > express shipping

Shipping Rates

Standard Shipping:

$8 (Delivered between 3-5 working days.)

UPS Ground Delivery:

$11 (Delivered between 2-7 working days.)

*please note - UPS can not deliver to PO Boxes.

Australia

We have partnered with Mecca to offer exclusive AU shipping. Please order from https://www.mecca.com.au/facegym/ 

RoW Shipping Policy Update

Please note, FACEGYM has suspended shipping options to RoW on our website. We apologise for any inconvenience. Affected Services:

  • Online purchases shipped to any destination outside of the UK and US.

Exceptions:

  • This suspension does not affect orders already placed and in transit.

Customer Support:

  • Customers seeking assistance or interested in future availability are encouraged to contact Customer Service. Feedback is appreciated and will be considered as we evaluate potential market expansion.

Future Updates:

  • Information regarding the resumption of shipping services or changes to this policy will be communicated on our website and through other official channels.

For further inquiries or specific requests, please reach out to our Customer Service team directly.

Alternative Shipping Options:

  • Customers wishing to purchase our products are invited to visit our retail partners including Selfridges, Look Fantastic, Cult Beauty, Current Body, Space NK and Sephora.

Dispatch and Delivery

Your order will be processed within 24-48 hours of receipt, with exceptions during peak holiday periods. Once your order has been processed, you will be notified with an order confirmation email. Orders received over the weekend and on US public holidays will be processed the following business day.

Customs

While we do everything we can to make sure your order is cleared customs, we advise that you check with your local customs, before importing anything into your country that may be stopped or have charges applied. FaceGym will not be liable for charges in the case of your shipment being stopped, charged for or disposed of at customs.

Returns

FaceGym will accept returns of unused products in their original packaging purchased for a full refund, within 30 days with the original receipt or delivery note.

When looking to Return or Exchange an item, please go through the original channel or studio where you purchased your goods – note online orders can only be returned online and products purchased in studio to a studio directly.

Unfortunately, FaceGym products purchased from other retailers are subject to the returns policies of those retailers and will not be accepted by FaceGym. If you need to make a return, please contact the retailer you bought your product from.

Please note, FaceGym gift cards may not be returned and should be treated like cash. They cannot be replaced if they're lost or stolen.

To make a return:

If you have purchased a product in studio

To return an item to one of our studios, please bring your return along with your receipt and a refund will be issued to the original method of payment (e.g. on the same card used to pay for the item(s)). Alternatively, you may exchange the product for any product of the same value, or request store credit in the form of a FaceGym gift card.

Any returns made at a FaceGym studio that are not accompanied by the original receipt will be exchanged for FaceGym gift card in the amount of the original purchase price.

If you have purchased a product online

To return an item online, please contact our customer service team on info@facegym who will be in touch.

Refunds are charged to the customer 

When sending your item back, please make sure the package is securely wrapped. We recommended that you make your return using a recorded delivery service and retain your proof of postage. Please note, Facegym does not accept liability for goods in transit or for the cost of return.

Inside your package please include the original despatch note:

  • Your name
  • Your order number
  • The item(s) being returned
  • The reason for return

Refund Time

We aim to process your return within 5 working days once we have received the item at our warehouse. The refund will be made to the same card or PayPal account used to make the purchase. Please note, it may take 5-10 working days for the funds to appear in your account - this will vary from bank to bank.

Non-returnable Items

In some instances, we are unable to offer refunds or exchanges.

The following items are non-returnable:

  • Beauty items and tools that have been opened, tested or partially used.
  • Workouts, bundles and gift cards. 

This does not affect your statutory rights.

For more information please email our Customer Service Team on info@facegym.com

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