ORDER BEFORE 4 PM FOR SAME DAY DELIVERY IN DXB I DELIVERY WITHIN 48 HOURS IN OTHER EMIRATES I FREE DELIVERY ABOVE 250 AED 
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FREQUENTLY ASKED QUESTIONS

HOW DO I PLACE AN ORDER?

  • To add items to your basket, click on the product you wish to purchase then click on "Add to Basket"
  • To change the quantity of the item, change the number in the "Quantity" box
  • To review the items in your basket, click on the "Basket" link located at the top right of the page
  • If you have an applicable promo code, enter it and click on "Apply". The total price will be updated to reflect the applied promo code discount
  • Review your order at the Basket Page. Once you are ready to place your order, click on "Checkout"
  • Fill in all required information for your shipping details and click on "Continue to Payment’" to choose your preferred payment method. Review your order details and order total again before completing payment
  • Immediately after you have successfully placed your order with FACES.com you will see your order confirmation with your order number. Use this order number if you have any questions about the status of your order.
  • You will also receive an email with your order details including your order number, a summary of products ordered, prices, applied promotional codes, your ship-to and bill-to information

HOW CAN I CONFIRM MY ORDER?

  • All Dubai & COD orders will receive a call from the customer service team to confirm your delivery date & time
  • In order for quicker delivery, you may contact the customer service and confirm your order once placed

CAN I TRACK MY ORDER?

  • Yes, you can. By using the tracking number which will be provided in your shipment confirmation sent by email
  • In case you don’t receive a tracking number please Whatsapp customer service centre on: 052 5929 749, with your order number and you will be provided the tracking number and tracking details if applicable

CAN I MODIFY OR EDIT MY ORDER?

  • If the order is not confirmed, you can call the customer service to modify or cancel your order. Please note: once your order is processed, it cannot be modified or cancelled

CAN I CANCEL MY ORDER?

  • Yes, we fully understand that sometimes you might change your mind regarding your purchase. If you change your mind before the order is processed, just call our Customer Service to assist you
  • If your order has already been processed, such cancellation will be treated as a return. Please refer to our Return section. In all circumstances, you can always contact our Customer Service who will be happy to assist you

CAN I ORDER BY PHONE?

  • Yes, you can place your order for only cash on delivery  orders as it is not permitted to share credit card details over the phone.
  • Please Whatsapp customer service centre on 052 5929 749 by sending the products you wish to order, your shipping address, and you will receive a confirmation with the order number

IF AN ITEM IS OUT OF STOCK AFTER MY ORDER HAS BEEN PLACED?

  • If an item is unavailable or damaged our customer service will inform you and modify the order. Firstly, we will try to find a replacement item, if available if not the order can be updated to remove that item and shipped or cancel the order

HOW DO I GET MY FREE SAMPLES?

  • Upon every order purchase, samples automatically added to your basket and you will receive up to 3 samples. *Subject to stock availability
  • Quantities are limited and the selection changes often. Only one of each sample can be added per order. Substitutions will be made for out of stock samples. Due to the limited nature of these free samples, we do not replace samples for any reason, including if they arrive damaged
  • Please note: Samples are shipped with merchandise purchases only

CAN I HAVE MY PURCHASE GIFT WRAPPED?

  • FACES is happy to offer a free gift box upon request. Please add a comment in the order and confirm your request with the customer service

WHERE CAN I FIND MY ORDER CONFIRMATION NUMBER?

  • After processing the order, you will receive a confirmation email with all the order details, shipping and billing information

WHAT KIND OF PAYMENT METHOD MAY I USE?

  • Currently, we accept payment online with Debit Cards, Credit Cards (Visa, MasterCard, American Express) if you prefer Cash on Delivery method you can pay only cash once you receive your order please note additional fees 15 AED will apply

IS IT SAFE TO ORDER ONLINE?

  • We use industry-standard encryption systems for potentially sensitive information, such as your name, address and other critically sensitive information like your credit / debit card details. Information passed between your computer and our website cannot be read in the event of someone else intercepting it

 I'M HAVING TROUBLE WITH MY CREDIT CARD INFORMATION FOR MY ONLINE ORDER?

  • If you receive an error message related to credit card authorization failure, double check the card details such as; expiration date CVN or security code, try re-entering your Cart details, and be sure that the card is current and valid
  • Please note: that some financial institutions require customers to activate their card for online shopping, and they may set a daily limit
  • After validating all payment information’s and an error message is received after a second attempt, call our Customer service team or contact your financial institution for further assistance

WHEN WILL MY CARD BE CHARGED?

  • If you pay by credit/debit card, once the transaction is completed online, your card will be charged automatically upon validation of the order
  • If you will pay Cash, once you receive your order

WHAT ARE THE DELIVERY OPTIONS?

Faces uses UPS for its Standard delivery & Next day deliveries in the United Arab Emirates and we estimate that your order is expected to be delivered within 2-5 business days* , from the day you receive your order confirmation email

Faces uses QUIPUP for its same-day delivery within Dubai only
We estimate that your order is expected to be delivered within 2-4 hours* on all orders placed before 4pm

  • Standard delivery: receive your order at your home or business address within 2-5 business days*
  • Same-day delivery (Dubai only): receive your order at your home or business address within the within 2 – 4 hours on orders before 4pm. Available every day except Friday
  • Next-day delivery (Abu Dhabi, Al Ain, Sharjah and other Emirates) Order placed after 4pm will be received the next day. Available every day except Friday
  • Next-day delivery (Abu Dhabi) receive your order at your home or business address within the next day. Available every day except Friday

WHAT IS THE COST OF DELIVERY?

For all orders of 249 AED and above

  • Delivery will be free of charge

For all other orders below 249 AED

  • Delivery fee will be 25 AED

For all COD orders

  • Cash on delivery orders will be charged a fee of 15 AED

CAN YOU DELIVER TO A DIFFERENT ADDRESS THAN MY BILLING ADDRESS?

  • Yes, you can ship to a different address. When you are in the checkout process you will be invited to enter and select the billing and shipping address

WHAT IF MY PARCEL DOES NOT ARRIVE?

  • In such a case please contact our Customer Service centre on: 800 965 664, Sunday to Saturday 10:00 am to 10:00 pm / 7days (UAE)
  • E-mail : [email protected] and WhatsApp 052 5929 749

WHAT DO I DO IF I MISSED THE DELIVERY OF MY ORDER?

If no one is available to accept delivery of the order, you will have the option to arrange for an alternative delivery date or be given additional information about the collection of your order from the courier company

  • Orders may not be shipped to P.O. boxes, AFO/FPO addresses or to any address outside the UAE
  • Orders are delivered Saturday through Thursday, excluding Friday and public holidays

WHAT IS YOUR RETURN POLICY?

  • Return & exchange items are not applicable on promotion or sales items exceptions are only given if an item is damaged
  • Customer should report the case of Exchange or Return to customer service via WhatsApp 052 5929 749 or can contact customer service on 800 965 664 a customer service agent will assist you with your return or exchange request
  • The product must be returned to us in the same condition as received and in its original box and packaging intact. The original invoice must be presented along with your ID
  • For cash on delivery returns you may return the product(s) to us by visiting your nearest Faces store after coordinating with the Customer service to check the product availability within the stores
  • All products must be returned to us within 3 days of receipt, unused and with all Faces tags still attached and in the same condition as received, in their original box and packaging, along with the original invoice and must be presented with your ID
  • Credit card returns – refund will be issued once the item is received back in Faces Warehouse and approved we will refund the price paid by you for the product(s)
  • COD returns will issue a credit note in stores
  • If you receive a wrong product, or a product received by you is damaged or defective, or if you simply wish to return your product for any reason, please log into your account via the My Account page and fill in the Return Form in order to start the return process. Our Customer Service will contact you to assist you with your return request within 2 (two) business days

IF YOU PAID:

  • By credit/debit card, we will process the refund by crediting the same credit/debit card used when the order was placed. Please note that refunds will take up to 10 (ten) business days to show on your account due to varying processing times between payment providers
  • Cash on delivery, please return the product(s) to your nearest Faces store please present order invoice and ID to the Faces staff and they will assist you accordingly, All COD returns will be issued a credit note which can be redeemed only in store
  • We offer a flexible return policy to make your online shopping experience as easy and convenient as possible. However, we monitor the number of returns made by customers and may refuse to accept orders at our discretion if products are returned repeatedly

    If you received an item as a gift and wish to return it, please contact our Customer Service who will be happy to assist you in your request. All products must be unused and with all Faces and tags still attached and in the same condition as received, in their original box and packaging, with the original invoice within 7 days

HOW MUCH DOES IT COST TO RETURN AN ITEM?


  • For Return, we request delivery company to return the item and will issue refund on Checkout once warehouse confirms the item is received and a credit memo will be created for the item
  • Once we have received and inspected the returned product(s) and approved we will refund the price paid by you for the product(s)

HOW DO I EXCHANGE AN ITEM?

  • Exchange items are not applicable on promotion or sales items exceptions are only given if an item is damaged
  • Customer should report the case of Exchange or Return to customer service via WhatsApp 052 5929 749 or can contact customer service on 800 965 664
  • Exchange can be within 15 days but it should be reported upon receipt of the order
  • Once we have received and inspected the returned product(s), you may exchange your product(s) with any other product(s)
  • In case the customer is exchanging with a product with different price then he/she will pay the difference while receiving the new item
  • If the product is available in warehouse will send a new item and request delivery provider to return the received item

HOW DO I CREATE AN ACCOUNT?

  • To register, all you need to provide is your name,  email address, and password
  • You must also agree to the "Terms and Conditions" and "Privacy Policy"
  • You can fill out the rest of your account information including shipping, billing address, and personal options at your leisure

Once registered, you can check your order status, order history, and manage your account

HOW CAN I EDIT MY INFORMATION?

  • You can edit your account online anytime just login into your account to add or modify information
  • You can contact our customer service centre on 800 965 664 our opening hours are: Sunday to Saturday 10:00 am to 10:00 pm / 7days (UAE)

WHAT SHOULD I DO IF YOU FORGOTTEN MY PASSWORD?

If you receive a message stating that your email address/password is not recognized, please follow the steps below:

  • Make sure you are using the same email address and password you used to register.
  • If you've forgotten your password, click on the “Forgot Your Password?” You will be prompted to enter your email address and a link will be sent to you with instructions to create a new password for your account

Please note: If you enter your password incorrectly 3 times, your account will be locked for 30 minutes. You will need to close and open a new browser after 30 minutes to sign in again

If you continue to experience problems, contact our Service Centre on: 800 965 664, Sunday to Saturday 10:00 am to 10:00 pm / 7days (UAE)
E-mail : [email protected] and WhatsApp 052 5929 749 or via Faces Social Media Pages (Facebook, Twitter, Instagram)