Returns policy

2.5.1 Exchange. We accept THE FACE SHOP product returns (with the exception of items purchased on sale or during promotions or if the product was open) at any time up until the end of the 30th day after they have been received. Merchandise purchased from the website cannot be exchanged in store.

2.5.2 Terms of Promotions. The customer is responsible for adding the correct products in his cart and to verify that the desired promotion has been correctly applied to the cart before submitting his order. For any promotion of the Buy X Get Y type, the customer has to add the total of products (X+Y) in his cart for the promotion to be applied. (For example, if the promotion is Buy 2 Get 1 free, a total of 3 products have to be added to the cart). THE FACE SHOP can offer assistance with orders that have been incorrectly placed within 30 days of placing the order. If a customer’s fails to properly add the products, THE FACE SHOP will ship the missing item from the order but the customer will be responsible for the shipping fees (fees varies from region to region).

2.5.3 Refund. We will issue a refund for any THE FACE SHOP products (in their original packaging) within 15 days of their delivery date (with the exception of items purchased on sale or during promotions). We do not issue refunds for trial sizes or gift cards.

2.5.4 Address.

Please send returns to:
89 Avenue Doyon
Pointe-Claire, QC
H9R 0A4, Canada

2.5.5 Supporting documentation. THE FACE SHOP will deliver items you purchase to the address you provide in your order. Deliveries cannot be made to post office boxes.

2.7.4 Shipping fees. Returned items must be accompanied by their invoice and order number. Subject to Section 2.5.1 above, you do not need to provide THE FACE SHOP with any justification or pay any penalty.

2.5.4 Return shipping costs. You must pay the cost of shipping and insuring returned items (unless THE FACE SHOP did not ship the products you ordered or you received defective products, in which case THE FACE SHOP will pay shipping and insurance costs as long as you use a shipper that insures the package against loss and damage).

2.5.5 Credit. When your return arrives at THE FACE SHOP, we will refund the amount debited to your credit card account—less shipping costs—as soon as possible provided that the merchandise has been returned by you and received by THE FACE SHOP in accordance with Section 2.5.1 above, and is in the same condition that it was at the time of delivery.

2.6 Product Availability

2.6.1 Inventory. THE FACE SHOP does not under any circumstances guarantee that products offered on the Site are available in inventory. If THE FACE SHOP is not able to deliver any of the items you order because they are out of stock, we will refund the amount charged to your credit or debit card for these products and send you a refund confirmation by email.

2.6.2 Damages. THE FACE SHOP will not be responsible at any time for any damages that you may incur because products are out of stock.