CUSTOMER CARE
Can I return a product if I no longer want it?
You are welcome to return your purchase (providing all products are unused and in their original packaging) within 30 days of receipt. Products that have been used will not be accepted.
Items that cannot be returned are -
- Unsealed
- Swatched/Used (with exception of damaged or faulty items)
- Relabelled
- Refilled
- Pierced
- Partially missing items
You are unable to return individual items from your Plan.
Refunds will be processed within 10 working days to the payment method used for the purchase.
How do I return an item?
Please check your order or items upon receipt and always before use. If any errors occur or issues arise then these need to be reported to us immediately so that we can investigate.
To initiate a return, please contact us on hello@thefaceplanner.com. If the return is accepted, we will email you a shipping label to send the product back to us.
What should I do if my item is damaged?
Please accept our apologies if you have received a damaged item. Although we make every effort to prevent any damage to your goods during transit, it is possible that problems may arise. Please contact us as soon as you receive the damaged product on hello@thefaceplanner.com, including photos, and we will send you a replacement.
How do I report a fault with my product?
Please accept our apologies if you have received a faulty item. Please contact us on hello@thefaceplanner.com, providing details of the fault and if possible attach photos to your message. We will investigate the fault and send you a replacement.
Will you refund my postage costs to return an item?
We will cover your postage costs to return an item where the return is required due to our error. For instance:
- If we sent you the wrong item
- If the item is damaged or faulty
We will not refund postage costs to return items which are unwanted or no longer required. These costs will have to be covered by you.
If you have a complaint related to a product purchased, please contact us on hello@thefaceplanner.com and we'll do our best to help.
