Frequently Asked Questions
🔄 Orders & Returns
Q: Can I change or cancel my order?
A: If your order hasn't shipped yet, contact us at support@face-up.com as soon as possible. Once your order is processed, we can no longer modify or cancel it.
Q: How do I return an item?
A: You can request a return within 14 days of delivery. Items must be unused and in their original packaging. Please email us at support@face-up.com to start a return.
Q: When will I receive my refund?
A: Refunds are processed within 5–10 business days after we receive and inspect your return. The refund will be issued to your original payment method.
📦 Shipping & Delivery
Q: Do you ship internationally?
A: Yes, FACE-UP ships worldwide! Shipping rates and times vary by location and are calculated at checkout.
Q: How long does delivery take?
A: Standard delivery times:
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Netherlands: 1–3 business days
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Europe: 3–7 business days
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Worldwide: 5–14 business days
Q: How can I track my order?
A: Once your order ships, you'll receive a tracking link via email. Please allow up to 48 hours for tracking info to update.
💳 Payment
Q: What payment methods do you accept?
A: We accept Visa, MasterCard, American Express, PayPal, Apple Pay, Google Pay, and Shopify Payments.
Q: Is my payment information secure?
A: Absolutely. All transactions are processed through secure encryption and handled by trusted third-party providers like Shopify Payments and PayPal.
👁️🗨️ Products & Stock
Q: An item I want is out of stock. Will it be restocked?
A: Possibly! You can sign up for restock notifications on the product page or email us to ask about availability.
Q: Are your products cruelty-free?
A: Yes — all FACE-UP products are 100% cruelty-free and not tested on animals.
💌 Contact & Support
Q: I need help with my order. How can I contact you?
A: Reach out anytime at support@face-up.com. Our team responds within 24–48 business hours.