Returns Policy


Please keep in mind the following points when making a return or an exchange for your The Face Shop purchases.

For returns and exchanges, customers will have two options.

One is to surrender the items at a physical store of the item’s brand.

Orders placed on Holidays, Fridays, Saturdays, and Sundays will be processed and picked up from our warehouse the following business day (e.g. Monday).

If no store is located nearby, the second option is to contact our customer support to facilitate return. If deemed fit for replacement, we will replace the items and send back the new items.

1. User has the option to return the defective/damaged purchased merchandise within seven (7) days on the following conditions:

The item is in its original packaging.
The item has no visible damage.
The item is unused.

NOTE: Generally, only defective and/or damaged items will be entertained for exchange. All of the said items must be presented to any The Face Shop branch together with its invoice and its original packaging. Please note that promotional and sale items are can no longer be exchanged or returned.

2. The original receipt or invoice SHOULD be presented when returning defective/damaged goods.

3. All returned items shall be subject to quality control and assessment to confirm its condition.

4. The following shall explain the refund process on each mode of payment:

Credit Card

The Face Shop does not capture payments unless the items are deemed available and the purchase is sure to push through. However, in cases where a refund is unavoidable, The Face Shop will refund the amount to the account the customer used to pay for the purchase within 7 days of finalization of the order.

Bank Deposit

For instances where changes in the order is needed and refunding is unavoidable, The Face Shop presents two options:
Deposit the amount to the customer’s bank account. The deposit will be made 1-3 business days upon finalizing the order.
The customer can pick up the amount in cash at our main office.

Cash On Delivery (COD)

Orders should be cancelled before the processing time (before the cut off time of 2:00PM, Mondays to Fridays). Orders already dispatched from the warehouse may not anymore be cancelled and will not be entitled to store credit. If the customer wishes to exchange or return the item(s), he/she must proceed to the nearest store of the brand in question and present the invoice and the item in its original, undamaged packaging.

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