Facetheory Arvostelua 6 185

Vastaus yritykseltä Facetheory

11. syysk. 2025

Hi MJC,

We’re really sorry to hear about your experience with the packaging and the way your enquiry was handled. Your feedback is very important to us, and we completely understand how frustrating it must have been to find the tube splitting and difficult to use. We’re reviewing this with our team to improve both our packaging quality and our customer service approach.

Thanks

Facetheory Team

Vastaus yritykseltä Facetheory

11. syysk. 2025

Hi Tina,

Thank you so much for sharing this! We're really glad we could step in and help after Royal Mail’s delay. If you ever need any further support, just drop us a message at help@facetheory.com – we’re always here to sort things quickly for you.

Thanks

Facetheory Team

Vastaus yritykseltä Facetheory

9. syysk. 2025

Hi B,

Thank you so much for your kind words! We're delighted to hear our team could be so quick and helpful in answering your queries. If you ever need anything else, we're always happy to help.

Thanks

Facetheory Team

Vastaus yritykseltä Facetheory

9. syysk. 2025

Hi Zita,

Thank you so much, Zita! We’re delighted to hear that both our products and customer service have made such a positive impression on you. Your kind words mean a lot to our team, and we’re so grateful for your recommendation and support.

Thanks

Facetheory Team

Vastaus yritykseltä Facetheory

9. syysk. 2025

Bonjour Noemie,

Merci beaucoup pour votre avis ! Nous sommes ravis que nos codes promo vous aient permis de profiter d’un super prix et que nos produits vous plaisent autant. Nous serons heureux de vous retrouver pour votre prochain achat.

Facetheory Team

Vastaus yritykseltä Facetheory

9. syysk. 2025

Hi Kate,

Thank you for sharing your experience with our eye creams. We’re really pleased to hear that the Peptide Eye Creams has worked well for your sensitive eye area and helped with dark circles.

We’re very sorry about the issue you’ve noticed with excess product coming out of the tube on first opening. This can sometimes happen due to a build-up of air pressure during filling, and we understand how frustrating it must feel to lose so much product. We’re passing your feedback to our packaging team so we can work on reducing this waste in the future.

In the meantime, if you’d like us to look into this further for your last order, please drop us a message at help@facetheory.com and our customer care team will be happy to help.

Thanks

Facetheory Team

Vastaus yritykseltä Facetheory

2. syysk. 2025

Hi Georgina,

Thank you for your feedback. We’re glad to hear that our customer service team was able to assist you and arrange a prompt refund. We understand how disappointing it can be when a product formulation changes, especially if it previously worked well for your skin. Your comments are very valuable and will be shared with our product team.

Thanks

Facetheory Team

Vastaus yritykseltä Facetheory

2. syysk. 2025

Hi Carol,

Thank you for your feedback and for sharing your experience. We sincerely apologise for the inconvenience and frustration caused by the recent disruption.

To clarify, on 16th July 2025, Facetheory was
acquired by Esselle Limited. Esselle is excited to take the business forward and continue to offer the high-quality, sustainable skin care products which you have come to expect.

Agden Consulting Ltd, the previous company
behind FaceTheory, entered administration. As a result, refunds for orders placed under the previous company have delays as they have to be set up manually.

We truly appreciate your patience and hope this information helps clarify the situation. If you have any further questions or need assistance, please don’t hesitate to reach out.

Thanks

Facetheory Team

Vastaus yritykseltä Facetheory

2. syysk. 2025

Hi Annette,

Thank you so much for sharing your experience – we’re absolutely delighted to hear that the Clear Routine has helped calm your skin and that you’re enjoying our sustainably designed packaging. Knowing our products are making a real difference means so much to us.

Due to recent changes in U.S. import procedures, we are making adjustments to our courier network to ensure a smooth and reliable delivery service for our customers going forward. While these updates are being implemented, we have temporarily paused shipping to the USA. We expect to resume shipping by mid-to-late next week, at which time your order will be dispatched.

We truly appreciate your patience and loyalty, and we can’t wait to continue supporting your skincare journey very soon.

Thanks

Facetheory Team

Vastaus yritykseltä Facetheory

27. elok. 2025

Hi Michelle,

Thank you so much for your wonderful feedback! We're delighted to hear you found our website easy to use and that the product details have been helpful. Our goal is to make shopping with us as simple and informative as possible, so it’s great to know we’re getting it right. We really appreciate you taking the time to share your experience and look forward to welcoming you back again soon!

Thanks

Facetheory Team

Vastaus yritykseltä Facetheory

27. elok. 2025

Hi Claire,

Thank you so much for sharing your experience with us. We're truly sorry that the 0.1% Retinol wasn’t the right match for your skin, but we’re delighted to hear that our team could support you in finding a better fit.

It’s wonderful to know that the 0.05% strength is working perfectly for you - no irritation and all the benefits is exactly what we aim for! Your kind words about our service mean a lot, as making sure every customer feels cared for and confident in their choices is at the heart of what we do.

We’re so grateful for your trust and loyalty, and we can’t wait to continue being a part of your skincare journey.

Thanks

Facetheory Team

Vastaus yritykseltä Facetheory

26. elok. 2025

Hi Sacultan,

Thank you so much for sharing your feedback with us and for being a loyal Facetheory customer – we’re really happy to hear our products have become some of your favourites.

We completely understand your concern about the change in packaging. We recently switched from glass jars to lightweight aluminium tubes to make our packaging more sustainable, travel-friendly, and to help reduce waste in the long run. That said, we know it can take a little time to adjust, and we truly value your thoughts on how the change impacts your experience.

A helpful tip: rolling the tube gently from the bottom can make it easier to get every last bit of cream out. We’ll also make sure your feedback is passed along to our product team, as we’re always looking to improve both our formulas and packaging with our community in mind.

Thank you again for taking the time to share your review and for being part of the Facetheory community.

Facetheory Team

Vastaus yritykseltä Facetheory

20. elok. 2025

Hi Judy,

Thank you so much for sharing your feedback and for being such a loyal customer over the years – we truly value your support.

We completely understand your concerns about pricing. Our last price adjustment was back in January/February 2023, and we’ve worked hard since then to keep prices stable while maintaining the high quality of our formulations and responsibly sourced ingredients.

We also hear you on stock availability – we know how frustrating it can be when your favourites aren’t accessible, and our team is actively working to improve this.

Regarding the packaging, we appreciate your honesty. The recent changes were made with sustainability in mind, but we’re sorry to hear it hasn’t met your expectations in terms of ease of use or look. Your comments are really valuable, and we’ll make sure they’re fed back to our product development team.

Thank you again for taking the time to let us know how we can do better. Feedback like yours helps us improve so we can continue creating products you feel good about using.

Thanks

Facetheory Team

Vastaus yritykseltä Facetheory

20. elok. 2025

Hi Michelle,

Thank you so much for your kind words! We’re thrilled to hear that you’re loving the product and that it’s giving your skin such a beautiful glow. Your feedback means the world to us, and we’re so happy it’s making a difference in your routine!

Thanks

Facetheory Team

Vastaus yritykseltä Facetheory

19. elok. 2025

Hi Syliva,

Thank you so much for your kind words! We're delighted to hear you were pleased with our service. We completely understand it may take some time to fully experience the product, but we’re glad it’s looking good so far. If you have any questions or need support as you continue using it, please don’t hesitate to reach out. We’re always happy to help.

Thanks

Facetheory Team

Vastaus yritykseltä Facetheory

19. elok. 2025

Hi Leanne,

Thank you so much for taking the time to share your experience! We’re delighted to hear that our products have become such a reliable part of your skincare and makeup routine, especially given your sensitivity concerns. It’s wonderful to know you’ve noticed visible improvements in your skin’s texture and lines—that’s exactly the kind of confidence boost we love to help with.

We’re also glad our fast delivery has made things easier for you. We completely understand the frustration with items going out of stock, and we’re working hard behind the scenes to keep up with demand so your favourites are always available when you need them.

We truly appreciate your support after a year with us, it means a lot!

Thanks

Facethoery Team

Vastaus yritykseltä Facetheory

18. elok. 2025

Hi Amelia,

Thank you so much for your kind words about our products and for taking the time to share your feedback about the packaging, we truly appreciate hearing your thoughts, as it helps us make improvements.

Regarding your query about the Retinol 2% and 3% moisturisers, our Customer Support team did reply to your email on 15/08/2025. If you haven’t seen the response yet, please could you check your spam or junk folder, as sometimes emails can end up there by mistake? If you’re still unable to locate it, feel free to reach out again and we’ll be more than happy to resend the advice.

Thank you again for your support and for being part of our community!

Thanks

Facetheory Team

Vastaus yritykseltä Facetheory

18. elok. 2025

Hi Dawn,

Thank you so much for sharing your feedback! We’re delighted to hear that you’re enjoying the Glow C Cream and now exploring the cleanser too. We really appreciate your comment about the packaging design, your thoughts on the screw-top lid are very helpful and will be passed along to our team. Your support means a lot to us, and we can’t wait to hear how you get on with the cleanser!

Thanks

Facetheory Team

Vastaus yritykseltä Facetheory

13. elok. 2025

Hi Victoria,

Thank you so much for your kind words! We’re thrilled to hear that you’re enjoying our serum and cleanser and that they’ve been working well for your skin. It’s wonderful to know you appreciate both the quality and value of our products. We’re so glad the ingredients and results have made a difference for you, and we can’t wait to welcome you back for your next purchase!

Thanks

Facetheory Team

Vastaus yritykseltä Facetheory

12. elok. 2025

Hi Paramjeet,

Thank you so much for your kind words and support! ❤️ We’re thrilled to hear you love our products ,it truly means the world to us. We can’t wait to keep bringing you more that you’ll enjoy!

Thanks

Facetheory Team