refund policy

To return products purchased through the Site, please contact our Customer Service at 800 965 664 within a maximum of seven (7) days of receipt of your order, and a Customer Service agent will assist you with your request. Returns do not apply to products purchased from promotions or discounted products. Return requests will not be accepted for opened or used products.

Returned products must be unused and with all Faces tags still attached and in the same condition as they were received, in their original packaging and sealed packaging.

Returns for damaged products are limited to manufacturing defects only and do not apply in the case of misuse or failure to follow care instructions.

If you make payment:

• Using a credit/debit card directly on the website

When the products are returned by the shipping company to the warehouse, received and accepted, Faces will process the refund of the order value by crediting the same amount to the credit/debit card used at the time of registering the order (not including shipping, shipping company and customs fees). Please note that order refunds can take up to seven (7) business days to appear in your account due to varying processing times between payment providers,

• Using a credit/debit card upon receipt:

When products are returned to the physical store, received and accepted. You will receive a credit note that can only be used in our stores.

When the products are returned by the shipping company to the warehouse and received and accepted, Faces will issue an online purchase voucher for use on the website. It takes up to three (3) to five (5) business days to receive this coupon via email.

• By paying cash upon receipt:

When products are returned to the physical store, received and accepted. You will receive a credit note that can only be used in our stores.

When the products are returned by the shipping company to the warehouse and received and accepted, Faces will issue an online purchase voucher for use on the website. It takes up to two (2) to three (3) business days to receive this coupon via email.

• Via the deferred payment service provider:

After your returned product has been received, accepted and processed, the order refund will be processed in accordance with the terms and conditions of the postpaid service provider.

If you received a product as a gift and would like to return it, please contact Customer Service who will be happy to assist you with your request. All items must be returned unused, with all tags attached and in the same condition as received in their original packaging with original invoice within 14 days of your order date.

Custom manufactured products

Please note that any made-to-order product may not be refunded or exchanged.

We offer a flexible returns policy to make your online shopping experience as easy and convenient as possible. However, we monitor the number of returns made by customers and may refuse to accept orders at our discretion in case of repeated returns of products.

The validity of each coupon issued to redeem the product varies and is presented to the customer via an email containing the coupon code.

How can I exchange the product?

To exchange products purchased through the Site, please contact Customer Service at 800 965 664 within a maximum of seven (7) days of receipt of your order, and a Customer Service agent will assist you with your order.

The exchange does not apply to products purchased from promotions or discounted products.

Items returned to us must be in the same condition as they were received, and in their original packaging.

Exchange requests will not be accepted for opened or used products.

Products to be exchanged must be unused and with all Faces tags still attached and in the same condition in which they were received, in their original packaging and sealed packaging.

Once we receive and inspect the products, you can exchange them for any other products.

If the value of the product selected for our exchange is:

· Higher than the value of the original product, you will pay the difference when exchanging it in the store.

· Less than the value of the original product, you will receive the difference in the form of credit to use in the store when exchanging in the store.

How can I cancel an order?

You can only cancel your order if you call Customer Service at 664 965 800 before your order is processed.

After your order has been processed, any cancellation will be considered a return, please refer to the returns section.