Terms & Conditions

1. Terms & Conditions of Sale

You are entering into this agreement with:

Face London Limited (“we”, “us”).
We are a company registered in England and Wales, with registered addresses at Unit E1 Phoenix Business Centre, Rosslyn Crescent, Harrow, HA1 2SP. Our company number is 12356280.

Our UK website www.facelondon.com offers for sale Face London products with goods being sold and shipped directly by Face London Limited.

When you place an order for Face London products, your contract is with Face London Limited.

When you shop with us these terms apply. They’re important for both of us as they set out what each of us expects from each other, and they also give you helpful info. Of course, if you need anything else from us, get in touch with info@facelondon.com– we always love to hear from you!

We keep these terms updated and we amend them every so often, so remember to check back in before you shop, as the latest set will apply.

2. About you

To shop with us, you need to:

● be at least 16 years old;
● have a credit or debit card that we accept (see bottom of page for details of current payment providers); and
● be authorised to use that credit or debit card (e.g. it is in your name or you have permission to use it).

3. Placing an order

When you buy a product from us, you will use your card to pay us directly for the product.

When you place an order, you should receive an acknowledgement e-mail confirming receipt of your order. We then carry out a standard pre-authorisation check to make sure there’s enough money on your card to pay for or towards the order.

We only accept your order once payment has been approved and have debited the payment card (and then the contract is made based on these terms).

You may be able to cancel (not change) your order within a short period of ordering – timings depend on your chosen delivery method. You can’t change your order – you’ll need to cancel (and/or return original item(s)), and re-order.

All orders are subject to availability and confirmation of the order price. Don’t worry, if there’s an issue with an order, we’ll get in touch with you.

All products remain Face London Limited property until full payment of the purchase price is received by us.
Very occasionally, we may need to refuse or cancel an order or close or freeze an account (even if we have previously confirmed your order) – e.g. if we notice something unusual on an order or an account or if your order goes against unit limits as detailed on the product display pages of specific products. If this happens to you and you think we’ve made a mistake, please don’t take offence – get in touch with info@facelondon.com and we’ll be happy to speak to you about it.

4. Prices and product descriptions

If we discover an error for any goods you’ve ordered, we will tell you ASAP and give you the option of reconfirming your order or cancelling it.

If we can’t get in touch with you, we will treat the order as cancelled. If you cancel and you’ve already paid, we will refund you in full.

Prices include VAT.

Depending on the value of your order or the delivery option or address you choose, delivery costs may also be charged (see below). Such additional charges will be clearly shown during the checkout process and included in the ‘Total Cost’.

5. Delivery

Before you finalise your order, you’ll be given various delivery options to choose from with estimated delivery time and dates depending on the delivery address.

Orders are shipped to your delivery address from our UK warehouse.

You’ll only be charged one delivery fee for all items.

We try to meet all delivery times but sometimes there may be delays – e.g. because of postal/carrier delays, logistics or bad weather. We will keep you updated as much as we can.

Please check out our Delivery and Returns Page for more info. Any problems with your delivery? Please let us know within 30 days of the date which your order should have been delivered and we’ll do our best to help you.

6. Returns and refunds

Check out our returns and refunds policy.

Returning an unwanted product?

We get it, sometimes something just doesn’t work for you and you want your money back. Don’t worry, as long as an item is still in its original condition, we accept returns for free, subject to the rules below, which includes rules around Fair Use.

If you return an item requesting a refund within 28 days of the item being delivered to you or available for collection, we’ll give you a full refund by way of the original payment method.

We aim to refund you within 14 days of receiving the returned item.

If you request a refund for an item during the above time frames but you can’t return it to us for some reason, please get in touch – but any refund will be at our discretion.

Returns can take up to 10 days to be received and processed. Make sure you get proof of postage and keep hold of it, in case we need to see it later. All returns are subject to our Returns Policy.

Fair use

If we notice an unusual pattern of returns activity then we might have to deactivate the account and any associated accounts. If this happens to you and you think we’ve made a mistake, please get in touch with info@facelondon.com and we’ll be happy to discuss it with you.

If your account has been deactivated and you need to make a valid return, contact info@facelondon.com. You will be responsible for the cost of returning the goods to us.

Please note, we reserve the right to take legal action against you if the items you return don’t match what you ordered.

This doesn’t affect your statutory rights.

When we may withhold issuing a refund

We will refuse a return:
  • if an item has been damaged or if the original packaging is no longer intact (see ‘Original Condition’ above); or
  • if the item(s) returned to us do not match what you received; or
    If you have returned items after expiry of the returns period (see ‘Returning an unwanted item?’ above).
  • If we refuse a return for any of these reasons, we will not issue you with a refund and we will send the item(s) back to you. If you attempt to return a refused item a second time, we will dispose of the returned item in a responsible way and we will continue to withhold a refund.
  • In certain cases, for example where we have had to refuse multiple returns by you, or there are suspicious circumstances relating to the return, we might also have to deactivate your account and any associated accounts (see ‘Fair Use’ above).
  • If any of the above happens to you and you think we’ve made a mistake, please get in touch with info@facelondon.com and we’ll be happy to discuss it with you.

This does not affect your statutory rights.

7. Your information

Our Privacy policy sets out how we use your information. If your details change, remember that you need to update My Account so we can continue giving you our best service (you can also update your marketing preferences there).

We love being able to interact with and chat to you through social media. However, we can’t control those social media platforms or how you set your profiles on them. Please check and set your privacy settings so that you understand and are comfortable with how your personal information on those platforms will be used.

8. Things you shouldn’t do

We know it’s obvious, but you must not misuse or tamper with our payments, websites, apps or other services (“Websites”) (e.g. hack, introduce viruses, trojans, worms, logic bombs or other technologically harmful material or carry out denial of service attacks etc) or our customers’ data. Doing any of these things may be a criminal offence, but they also get in the way of us giving our loyal customers the best service, so we take them really seriously. We will report any such breach or activity (and all information about the people carrying it out) to the relevant law enforcement authorities.

We recommend you use virus protection software when using any website, including ours. Although we have a dedicated team who work hard to stop people messing with our Website, we can’t guarantee that it will always be secure from bugs, viruses or trouble-makers.

Oh, and you’re not allowed to use automated systems or software to extract data from our Website (AKA ‘screen scraping’).

Troublemakers take note: you agree to indemnify, defend and hold harmless Face London Limited, its directors, officers, employees, consultants, agents, and affiliates, from any and all third-party claims, liability, damages and/or costs (including, but not limited to, legal fees) arising from your use (or misuse) of this Website or your breach of the Terms and Conditions.

9. Intellectual Property, Software and Content

Face London Limited own or have permission to use the intellectual property rights in the Website and its content. These rights are protected around the world. All such rights are reserved.

You’re allowed to store, print and display our Website content only for your own personal use. You are not allowed to use any part of the Website for commercial purposes unless you have our express permission.

You’re also not allowed to use the Face London brand or trade mark (or any marks which are colourably similar) without our express permission.

10. Linking to this website

It’s fine for you to link to www.facelondon.com, as long as you do so in a way that is not-commercial, is fair and legal, and doesn’t damage or take advantage of our reputation.

Please don’t link in a way that suggests any form of approval or endorsement by Face London Limited where none exists.

Our Website must not be framed on any other site without our permission.

11. Complaints or need to speak to us?

Occasionally things do go wrong and you may want to get in touch with us. If that happens please contact info@facelondon.com, who will work with you to resolve any issues you’re having with our services:

Email: info@facelondon.com
Post: Face London Limited, Unit E1, Phoenix Business Centre, Rosslyn Crescent, Harrow HA1 2SP

Payment Services Complaints

Where you have a complaint related to a payment service provided by us, we endeavour to resolve all payments-related complaints in a timely manner.

How to resolve an issue

Please raise any payments services issue or complaint with a member of our Customer Support team. Please contact the team via info@facelondon.com and they will endeavour to resolve the issue or refer the matter appropriately.

How to initiate a formal complaint

Although we are often able to resolve most complaints quickly and satisfactorily, we operate a formal complaints procedure.

If we are not able to resolve the issue in the first instance, should you choose to issue a formal complaint, our Customer Support team will direct you to email our Payments Complaints team to initiate a formal complaint.

How the formal complaint process works

Our Payments Complaints team will acknowledge your complaint by return email, setting out details of your complaint.

All complaints related to the payment services provided by us will be handled in English and referred to the appropriate team within our Customer Care team.

Once the formal complaint process is initiated:
  1. We will respond to you by email, acknowledging your complaint and our understanding of it and provide a copy of this Complaints Process. Your complaint will be referenced by your order number.
  2. If it is possible for us to provide a final response within the initial acknowledgement email, we will do so. If not, the email will either:
    • a. request that you provide further information regarding your issue; or
    • b. explain the reason for the delay, and provide an estimate of the period we require to make a final decision.
  3. We aim to resolve all complaints within fifteen (15) business days. If we are unable to do so, we will contact you again:
    • a. to keep you informed of our progress and indicate when we will issue the final response; and
    • b. provide details of how you may refer your complaint to the Financial Ombudsman Service if you are eligible to do so.
  4. At any stage, we may issue a final response by email which will either:
    • a. accept the complaint and, if appropriate, offer redress; or
    • b. offer redress without accepting the complaint; or
    • c. reject the complaint and give reasons for doing so.

In addition, the letter will state that it is our final decision and ask you to reply indicating whether you accept or reject our decision.

If you have followed the procedure detailed above and you are not satisfied with the outcome, then you may inform our Customer Support team.

If after 35 days your complaint is still unresolved, if you eligible to do so you may refer your complaint to the Financial Ombudsman Service at the contact details below.

Please note, we do not use any other third-party dispute resolution service.

Financial Ombudsman Service

If you are unhappy with the outcome of our complaints process, you may request a review of your complaint from the UK’s Financial Ombudsman Service, if you are eligible to do so.

You may contact the Financial Ombudsman Service by:

  1. Post, giving details of your complaint to the Financial Ombudsman Services, Exchange Tower, London E14 9SR;
  2. Telephone, on 0800 023 4 567;
12. Legal stuff

You can save and print these terms if you need to.

We have the right to amend, remove or vary our services and/or any part of the Website (including our Ts&Cs) at any time.

These terms with you are subject to English law and the exclusive jurisdiction of the English courts. These terms and any communications will in English.

13. User Generated Content

Have we reached out to you on social media to feature your content on our social media channels? Congrats! It means we love your style.

By giving you the opportunity to feature your content on our social media channels you agree:

We can use your handle and the content (the “Content”) on facelondon.com and/or on any of Face London Limited social media platforms (including but not limited to Instagram, Facebook and Twitter).

we can edit, crop, adapt, enhance or modify the Content (but we will not treat you in a derogatory manner).

You promise that you:
  • have the permission of everyone in the Content;
  • have the right to grant Face London Limited the above rights; and are at least 16.
  • If you (or anyone in the Content) asks us to remove the Content, we will remove the Content from the social media accounts that we control.

You understand that other users of these social media platforms can also share and make use of the Content once posted. In particular, a user of these platforms can take a screenshot of and save an image of the Content to their device, share the Content on social media platforms or websites which feature the Content (and sharing capabilities). If you do not want to grant the permissions set out above then please do not give us consent to use the Content.