Frequently Asked Questions

About My Account

• addWhy can't I log in to my account or reset my password?
  Although you may be signed up to receive our email marketing, you may have checked out as a Guest in the past. This means that our system would not have automatically created an account for you. Create an account with the same email address used for your subscription to access your information.
• addHow can I update my Billing Information?
  You can update your billing information by logging onto your FaceTory account and clicking on 'Billing Information' and 'Update Card'.

Shipping

• addWhat are the shipping costs?
  Free U.S. shipping for orders of $35+
  Free U.S. on any of our subscription boxes (4-Ever Fresh, 7 Lux, Lux PLUS)
  
  International shipping prices vary by country and start at $9.95. Shipping is calculated at checkout.
• addHow long will my order take to arrive?
  FaceTory orders are processed immediately and shipped daily Monday - Friday. Your order should be shipped within roughly 24-48 hours of your processed charge.
  
  Once your order has been processed, you should get a confirmation email with your tracking information. For US orders, please allow 5-7 business days for your order to arrive. For international orders, please allow for 7-10 business days. Tracking for international orders may take about 3-4 days to show movement.
• addMy package has been marked as Delivered but I didn't receive it?
  USPS tracking information can be incorrect and packages may be marked as delivered before they actually arrive. If this is the case, your package will most likely be delivered within a few days. Please contact your local post office for more information regarding your package.

Returns and Cancellations

• addMy order arrived with something missing, incorrect or damaged.
  If your package arrives missing an item, with incorrect items, or with any damage to the items, email support@facetory.com within 7 days following the delivery date. Please include your order number and photos of any damage.
• addCan I return subscription boxes?
  Returns, refunds or exchanges are not possible for subscription orders once they have been given a tracking number. Full refunds are available, however, if you are able to contact us (support@facetory.com) before you receive your tracking number.
• addCan I cancel or make changes to my order?
  Once your order is placed, it immediately goes into processing, packing, and shipping. Once you have been given a tracking number, we are not able to cancel or make changes.
  
  To cancel a processed order that has not been assigned a tracking number, email us at support@facetory.com immediately with the subject line as "Current Order Cancellation" and include your order number.
  
  Unfortunately, order cancellations and refunds on any processed orders are not guaranteed.
• addCan I return Shop Orders?
  Unopened and unused marketplace orders are eligible for a return, but please keep in mind that returns and refunds are only honored within the 30 days following the delivery of the package and that shipping costs will be deducted from the total refund. To initiate a marketplace return, please contact support@facetory.com.
  
  Unfortunately, any additional shipping and handling fees will not be covered unless there was an error from our end.
• addHow long does it take to process a return and receive a refund?
  Please allow approximately 5 business days for credit card refunds to process.
  
  You will be refunded to your original form of payment. Please note, original shipping charges are not refundable.

Shop Orders

• addWhen will items be restocked?
  At this time we do not have a restocking schedule for out of stock items. Any updates will be reflected on our site so make sure to keep checking back!
• addCan I buy the sheet masks/products from the subscription plans individually?
  Yes! All our sheet masks and skincare products from plans will become available for individual purchases in the first week of the following month.
• addDoes my beauty fridge come with a warranty?
  Yes! Your beauty fridge has a warranty of 1 year following its delivery date.

Subscription Boxes

• addHow much is the box and what’s in it?
  Our Lux PLUS which comes with 10-12 products is $49.95 per quarter (every 3 months).
  
  Our 7 Lux which comes with 7 sheet masks and a deluxe-sized or full-sized skincare product is $19.90 per month.
  
  Our 4-Ever Fresh comes with 4 sheet masks is $11.90 per month.
  
  Any updates on box contents can be seen on the subscription box’s main page.
• addWhat is the cut-off date to order a box?
  4-Ever Fresh: last day of that month 11:59 PM EST.
  
  7 Lux: last day of that month 11:59 PM EST.
  
  Lux PLUS: Last day of the season 11:59 PM EST.
  

  • Winter: December - February
  • Spring: March - May
  • Summer: June - August
  • Fall: September - November

  If you subscribe after the cutoff date, you will be receiving your box for the following month/season.
• addHow do I update my billing address?
  Billing addresses for subscriptions can be updated by logging in to your FaceTory account, choose ‘Manage Subscriptions’, and under ‘Billing information’ - ‘Edit’, you may update your payment method and billing address.
• addCan I change my subscription plan?
  To change your plan, please contact our support team at support@facetory.com.
• addCan I customize my subscription plans and/or swap out a product?
  Unfortunately, our subscription plans are non-customizable. Please check each plan’s webpage to view the current month’s contents.
• addWhen Will I Be Billed?
  Subscribers are billed immediately for their first purchase. For Lux PLUS, recurring orders are billed every 90 days from the purchase date. For 7 Lux & 4-Ever Fresh, recurring orders are billed every 30 days after purchase date.
  
  If you subscribed towards the end of a month and would prefer to receive your box earlier as well as change your billing date, please email us at support@facetory.com, and we will be more than happy to accommodate.
• addHow do I apply promo codes to my subscription?
  First, please make sure your promo code is for Subscription and not Marketplace orders. Then, log in to your FaceTory account and go to Manage Subscriptions. From there you’ll see an option to apply your discount code. If there are issues in applying your code, please reach out to support@facetory.com
• addCan I cancel my subscription?
  Subscriptions can be canceled by logging in to your FaceTory account, choose ‘Manage Subscriptions’ - ‘Cancel’.

Gift Subscriptions

• addMultiple Gift Subscriptions
  We recommend purchasing Gift Subscriptions separately if each subscription recipient has a different shipping address. During checkout, the shipping address should be the gift recipient’s and the billing address should be your own.
• addWill my Gift Subscription automatically renew?
  Subscriptions labeled ‘Gift Subscriptions’ will not auto-renew after the last shipment.

Contact Information

• addDo you have a phone number I can contact?
  Not at this time--all support is provided within 24-48 hours, Monday - Friday by emailing us at support@facetory.com.

Skincare Questions

• addAre your products cruelty-free?
  All FaceTory products are cruelty-free and the only animal we test on is humans! :) We also make sure that all subscription/curated products are cruelty-free.
• addWhat products are safe for pregnant women?
  We have written a blog post on a list of common ingredients in skincare products that you should avoid while pregnant.
  
  Keep in mind these are just general guidelines, so please, consult your doctor if you have any questions or concerns!
• addAre your products safe for sensitive skin?
  Because everyone’s skin is different, patch testing is super important for those with sensitive skin. We recommend testing the product/serum on the side of the neck, inside of the wrist, or inside of the elbow. Reactions will usually occur within 24 hours.
  
  For further details, check out our blog on patch testing!