FaceGym Skincare, Tools & Workout FAQs

WORKOUT FAQs

Here are some answers to our frequently asked questions about our workouts:

How do I use a Gift Card for my Workout?

When booking a workout, Gift Card numbers are not needed at the time of booking.
Bank card details are required to secure the space only and will not be charged unless needed.
Simply present the Gift Card or Gift Card number upon arrival at the studio, and the final cost will be adjusted accordingly.
As per our Terms and Conditions, Gift Cards are only available to use in our freestanding studios.
How do I cancel or amend my workout?

You can make changes to your appointment or reschedule up to 24 hours before you’re due to attend your workout free of charge. Just follow the instructions on your confirmation email and login via "My account". If you need any further support, please email our customer care team at info@facegym.com.
Our Customer Care opening hours are 09:00 - 17:00 GMT and 09:00 - 17:00 EST. For any urgent cancellations or amendments outside these hours please call the relevant studio directly. Studio numbers can be found here.
Please be aware that if you need to change or cancel your studio workout, we kindly ask that you give us 24-hours’ notice or the full cost of the workout/class will be charged.
Do you take Prepayment for Workouts?

Prepayment is not required to book a workout. A pre-approval is taken from your card at the time of booking and the payment is completed in full at reception upon completion of the booking.
In case of a no-show for an appointment that has not been cancelled or rescheduled 24 hours before the appointment, we will charge the credit card held on file.‌
Running late for an appointment?

Please arrive 10 minutes prior to your workout so we can check you in.
If you’re running late, out of consideration for the next customer we may shorten the time of your workout or offer an alternative workout to fit within the available time frame. If this is not possible your appointment will be treated as a cancellation and you will be charged the full price of the workout booked.
Please be aware that whilst we will do our best to hold your appointment slot for you, if you are more than 10-minutes late, we may give the space to another client.
Please find a list of our studios and their contact numbers here.
I really enjoyed my workout, can I do a private class?

Yes. If you would like to request a 1-2-1 session or small group session please fill out the form here:Private Eventing
Which of your workouts can I have if I am pregnant?

Prior to the 1st Trimester, we are unable to offer any treatments.

From the 2nd Trimester, the only pregnancy suitable work out we offer is the Signature Hands, which is purely massage based. If, you would like to try it, you can book your appointment here.
How can I buy a gift card?

1. Studio Gift Cards:
These can be purchased both online and in studio and can be used toward Workouts or products in studio, but not for products online. Please click here to purchase a studio gift card.

*Our studio gift cards are redeemable as part or full payment for services and products (skincare and tools) at any of our freestanding US FACEGYM studios and must be presented at the time of redemption.
Please note that gift card numbers are not needed at the time of booking a workout. Bank card details are required to secure the space only and will not be charged unless needed. Simply present the gift card or gift card number upon arrival at the studio and the final cost will be adjusted accordingly.

PRODUCT FAQs

Here are some answers to our frequently asked questions about our skincare and tools:

Shipping outside the UK

We’re delighted to offer shipping to the UK.
Please note, FACEGYM has suspended shipping options to the European Union on our website. We apologize for any inconvenience. For more information please visit our delivery and returns page here.
How does the welcome discount work?

When you join our newsletter you will be sent a welcome code to use on your first order. The welcome discount is valid on all orders and workouts. The discount cannot be used in conjunction with any other offer (including promotional sales and will not work on orders during the Black Friday period).
Which payment methods does FaceGym accept?

FaceGym accepts the following payment methods: PayPal, Amex, Mastercard, Visa & ClearPay.
How do I know if my order has been successful?

You will receive a confirmation email once your order has been placed and payment has been completed. It will then take 2-3 days to process the order and you will receive communication from our warehouse when your order will be delivered.
How do I use my FaceGym Pro?

You can find out how to use the FaceGym Pro at home via this link: QR Video
Can I return my item if I'm unhappy with it?

Yes, we have a 30-day returns policy if you are unhappy with your purchase. However, if the product has been opened or used, we cannot refund the item. Anything outside of the policy dates - apart from an exceptional circumstance - we will not be able to refund.
FaceGym will accept returns of unused products in their original packaging purchased at any FaceGym studio or our online store (www.facegym.com) for a full refund, within 30 days with the original receipt or delivery note. When looking to Return or Exchange please go through the original channel or studio where you purchased your goods.
How can I return my item in the US?

We do not generate a return label for US returns, please see our Delivery and Returns page for more info.
I ordered my product with Next Day Delivery, why is it not here?

Our next day delivery services are available Monday – Thursday, before 4pm. If the product was ordered outside of this window it will be processed the next working day. If the order was made within this window there may be a delay due to external factors please email us for more information at info@facegym.com.
How can I buy a gift card?

We offer 2 different types of gift cards so you can sharethe love of FaceGym with your family and friends.
1. Online gift cards:
These can only be purchased online and can only be used to buy products from our online store. Please click here to purchase an online gift card.
*Digital gift cards cannot be used in studio. Note online gift cards are sent digitally; all you have to do is pre-load the card with your choice of amount, select “send as gift” and we’ll deliver it straight to their inbox.
2. Studio Gift Cards:
These can be purchased both online and in studio and can be used toward Workouts or products in studio, but not for products online. Please click here to purchase a studio gift card.

*Please note that discounts cannot be used to purchase studio gift cards; gift cards are not redeemable in Selfridges or Space NK. Gift cards are valid for a period of twelve months from the date of purchase, are non-refundable and cannot be redeemed for cash. Please note that gift card numbers are not needed at the time of booking a workout. Bank card details are required to secure the space only and will not be charged unless needed. Simply present the gift card or gift card number upon arrival at the studio and the final cost will be adjusted accordingly.
Are your products cruelty-free?

All of our products - including third parties - are cruelty-free.
Is there warranty on tool products?

We have a 12-month warranty on our FACEGYM Pro devices. Any faults acquired regarding the manufacturing of the product can be used against this warranty. Products must be bought directly through FACEGYM.com or FACEGYM studios. Warranty does not apply for 3rd party products.

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WORKOUT FAQs

How do I use a Gift Card for my Workout?

How do I cancel or amend my workout?

Do you take Prepayment for Workouts?

Running late for an appointment?

I really enjoyed my workout, can I do a private class?

Which of your workouts can I have if I am pregnant?

How can I buy a gift card?

PRODUCT FAQs

Shipping outside the UK

How does the welcome discount work?

Which payment methods does FaceGym accept?

How do I know if my order has been successful?

How do I use my FaceGym Pro?

Can I return my item if I'm unhappy with it?

How can I return my item in the US?

I ordered my product with Next Day Delivery, why is it not here?

How can I buy a gift card?

Are your products cruelty-free?

Is there warranty on tool products?

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