Returns

We understand that on occasion you may need to return an item. Due to the nature of the products we sell, items cannot always be returned.

You must email our customer service team on shop@facethefuture.co.uk. before returning any items to ensure the return can be processed.  Only once the return has been approved, should you follow the steps below.

You cannot return an item if…

The product has been opened. The product has been used. The product was ordered from our Outlet/Clearance section, is a Mystery Gift / Bundle or a Daily Deal where returns are prohibited. The product is non returnable for hygiene reasons.

If you have opened your product and are not happy with this or deem it to be unsuitable, you will not be able to return the item.  We do not offer a money back guarantee. Where a return is rejected because it does not meet the applicable return criteria (cellophane removed/product used/damaged/hygiene seal removed), any costs associated with returning the item to the customer are the customer's responsibility. As such, a postage charge is payable if you would like the product sent back to your chosen address. Please be aware that if you do not wish for this to be returned, or we do not receive the postage payment, the item will be destroyed after 30 days.

You can return an item if…

It has not been opened or used. It is in perfect resalable condition. It is returned to us within 14 days of receipt of the order (Dermalogica products can be returned within 30 days).

To return an item(s), please download and print the returns form here, complete it and return it with the goods to the following address via our InPost Locker returns service or with your courier of choice. Any returns sent without the returns form cannot be processed. If an item(s) is returned without a returns form, these will be disposed of after 30 days.

A £4 administration fee may be deducted from your refund to cover the costs associated with processing the return. This fee will not apply where your return relates to a faulty, damaged, or incorrectly supplied item, or where otherwise required by law.

Download and print our returns form:

Download Returns Form

Send your items to the address below by your preferred courier service or from the Post Office. Please ensure you send this via a tracked method. We will not be held responsible for any return that is in transit and has not been physically received on our premises and we will not be responsible for any damage that occurs whilst your return is in transit to us. Return postage is at your own cost and risk.

Face the Future Returns Department
Unit 4 Daughters Court
Silkwood Park
Ossett
Wakefield
WF5 9TQ

We aim to process all returns within 3 working days of receipt. It is recommended for customers to keep their proof of postage receipt so you can view when the parcel arrives back with us.

All refunds will be processed to your original payment method and can take anywhere between 3 to 7 working days to be received.

Your right to return an item is the same regardless of whether you bought it with a gift voucher, a payment card, or a combination of the two.

If you paid for your whole order with a gift voucher, then the refund will be credited back to your gift voucher.

If you paid with a combination of gift voucher and another payment method, we'll refund the alternative payment method first and then the remaining amount will be credited to your gift voucher.

If you believe you have a product with a faulty pump, please contact us on 0113 282 7744 or shop@facethefuture.co.uk before returning an item.

In many cases it will just be an airlock in the bottle, and we can explain how to release this and get the pump working as normal.

If a purchased product has been used or opened (manufacturer / factory seal no longer in place or packaging damaged), then it will not be eligible for a return or refund.

If an item(s) is returned to us and it has been used / opened / is not in a resalable condition or does not pass the UV light checking process, the customer will be contacted and informed. The customer can then determine whether they would wish for us to dispose of the item(s) or whether they wish, at their own cost, to have the item(s) returned to them. No refund will be given for items returned that are not in a resalable condition.

Returns postage is at your own cost and risk. We would recommend that you return your items via a tracked delivery service. Please clearly state on the returns form the reason for return and whether you require a refund. We will not be liable for any packages that are not received by us. We will not be held responsible for any return that is in transit and has not been physically received on our premises and we will not be responsible for any damage that occurs whilst your return is in transit to us.

If a pre-paid returns form has been issued, please ensure you keep a copy of this until your return has been processed. If proof of postage of a return is requested, please ensure all details are sent through including postage date and time.

A £4 administration fee may be deducted from your refund to cover the costs associated with processing your return.

If your order qualified for a free gift, this must also be returned before your refund or replacement can be processed.

Once a refund has been issued you will receive a confirmation email detailing the amount that has been refunded, and the item(s) that we have received back.

Refunds can only be made to the billing details provided when ordering.

We aim to process all returns as quickly as possible and you should receive confirmation of this within 5 working days of us receiving the return. 

All orders are processed in GBP (Great British Pounds) and refunds will be made in GBP. Face the Future cannot be held responsible for any exchange rate charges on foreign orders at the point of processing a refund. This is the responsibility of your bank or credit card processing company.

It may be that you need to return an item for another reason other than listed above. The sections below provides more information on returns for the following:

Damages / Shortages / Incorrect Products

Faulty Products

Reactions to Products

Refused / Undeliverable Packages

Please note, in order to investigate any claims of faulty or damaged products, we will require the product and related packaging to be returned to Face the Future. Unfortunately, we are unable to accept these claims without the relevant packaging as they must be returned and logged with the manufacturer.

If a parcel is short of an item we are not able to offer a straight refund, we will however send out a replacement.

Please note that refunds cannot be processed after 90 days (3 months) from the original purchase date. If your order falls outside this period but is still eligible for resolution, we’ll be happy to offer a replacement or store credit instead.

Please inspect goods fully on receipt. Any damages / shortages / incorrect products must be reported to Face the Future in writing within 24 hours from receipt of goods, with full details of the issue, along with photographs of all packaging and contents.

If a return / refund / replacement is required, Face the Future will provide full details on this process during email correspondence. This process may involve you completing a Non Receipt of Goods Declaration Form.

Face the Future cannot accept responsibility for damages / shortages / incorrect products reported after the stated 24 hour period.

If you feel that an item you have receive is faulty, please report this immediately in writing with detailed information on the issue to Face the Future.

Returns for faulty products are reviewed on a case by case basis and the outcome of the return eligibility is at the discretion of the Face the Future team.

Depending on the issue with the item, you may be required to complete a Product Query Form, and any item(s) deemed faulty might be sent back to the manufacturer for thorough testing.

If a return / refund / replacement is required due to a fault, Face the Future will provide full details on this process during email correspondence.

If you have had a reaction to a product, please immediately report this in writing to Face the Future. Customers must notify us of any product reactions within 28 days of receipt of the order.

Depending on the issue with the item, you may be required to complete a comprehensive Product Reaction Authorisation Form, and any item(s) in question might be sent back to the manufacturer for thorough testing. This form must be fully completed within 48 hours of the form being sent from us to you, and must be accompanied with photographs of the reaction.  Photographs of the reaction must be taken within 24 hours of the reaction taking place. Some brands may need to be contacted directly by the customer but this will be advised by Customer Services.

If a parcel is returned to Face the Future because:

• An incorrect delivery address was provided
• Delivery was refused by the recipient
• The parcel was not collected from a postal office, parcel shop, or delivery depot within the carrier's specified timeframe

We may charge a £5 administration and handling fee to cover the costs associated with processing the returned parcel.

If you request that your order is re-dispatched, this fee may be payable before the order is resent.

If you choose to cancel the order, the fee may be deducted from any refund due.

If we do not receive a response to our email within 5 working days of contacting you using the contact details provided with the order, we reserve the right to cancel the order and process any applicable refund. Any refund issued may be subject to the fee described above.

Any fee charged will not exceed the costs reasonably incurred by Face the Future in processing the returned parcel.

International Returns

For international orders returned to us due to:

• An incorrect delivery address
• Refusal of delivery
• Non-collection from the carrier

We reserve the right to deduct any actual shipping, customs, handling, duties, taxes, or return-to-sender charges incurred before processing a refund.

These charges will reflect the actual costs incurred by Face the Future.

We retain discretion to waive or reduce any administration, shipping, customs, or handling charges where appropriate.