Refund policy
Returns Policy
Please see our comprehensive returns information below, should you need to return an item(s) for any reason
FAQ - Can I return an item?
To return an item(s), please download and print the returns form at the link below, complete it and return it with your invoice and goods to the following address via our new InPost Locker returns service. Any returns sent without the returns form cannot be accepted.
NEW! INSTANT RETURNS WITH INPOST LOCKERS
No printing required at home or when you drop off your return. Just scan. Drop. Done. The cost to return via InPost is £3 and this will be deducted from your refund when your return arrives at Face the Future.
You must email our customer service team before returning any items to ensure the return can be processed shop@facethefuture.co.uk.
You don’t even need a label!
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at shopfreyabeauty@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at shopfreyabeauty@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at shopfreyabeauty@gmail.com.
- No printing
- No queues
- Available 24/7
- Self-service and contact-free
How it works:
- Start your return here https://returns.inpost.co.uk/freyabeauty
- Enter your email and order number to create a QR code
- Scan the code on your phone at your local locker
- Put your parcel inside and shut the door
When your return is collected from the locker, a label will be applied for you by the courier.
PLEASE NOTE: all items from the same order should be returned in one parcel.
Maximum parcel size: 41cm x 38cm x 64cm.
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. Please see the below information on whether you can return an item (this does not effect your statutory rights).
You cannot return an item if…
- The product has been opened.
- The product has been used.
- The product was ordered from our Outlet section. Items listed here are not eligible to be returned for a refund or exchange.
- The goods are non-returnable for hygiene reasons.
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.
To return an item(s), please download and print the returns form at the link below, complete it and return it with your invoice and goods to the following address. Any returns sent without the returns form cannot be accepted.
Please note: If you believe you have a product with a faulty pump, please contact us on 0852388109 or Hello@Freya.ie 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.
Freya Beauty Salon
Frederick House,
New Row,
Naas East,
Naas,
Co. Kildare,
W91 T9DD,
Ireland
Standard Returns Terms and Information
If a purchased product has been used or opened (hologram no longer intact, manufacturer / factory seal no longer in place or packaging damaged), then it will not be eligible for a return, refund or exchange.
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 or exchange. Please put a contact number on your returns form should you require an exchange. We will not be liable for any packages that are not received by 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.
Any delivery charges paid for on an initial order are not eligible for a refund.
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 a week of having returned the item.
If you exercise your right of cancellation after 14 days of receipt of the order, any returned goods must be in perfect resalable condition (inner and outer packaging fully intact) and are subject to a 25% re-stocking charge.
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.
Further Returns Information
It may be that you need to return an item for another reason other than listed above. This section 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.
Damages / Shortages / Incorrect Products
Please inspect goods fully on receipt. Any damages / shortages / incorrect products must be reported to Face the Future in writing at damages@freyabeauty.ie 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 / exchange is required, Freya Beauty 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.
Faulty Products
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 at faults@freyabeauty.ie
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 / exchange is required due to a fault, Face the Future will provide full details on this process during email correspondence.
Refused / Undeliverable Packages
In the case of a parcel being returned to Freya Beaty due to an incorrect delivery address being provided or the customer not collecting from their postal office / depot, a re-delivery cost will be charged. The costs for this are as follows; £2.99 for UK delivery, £7.99 for European delivery (within the EU), £9.99 for Worldwide delivery or £29.99 for Express Delivery. Customers will be contacted via email should a parcel be returned to us.
If the customer chooses to cancel the order in this instance instead of re-posting, the original postage and packaging cost covered by Face the Future will not be refunded (as per the costs above) and a processing fee of £10 will be charged.