Return & Refund Policy

Return & Refund Policy – FACE-UP

Effective date: June 4, 2025

Thank you for shopping at FACE-UP. We want you to love your purchase, but if you're not completely satisfied, we're here to help.


1. Return Window

You may request a return within 14 days of receiving your order.

To be eligible for a return, your item must be:

  • Unused and in its original condition

  • In the original packaging

  • Accompanied by a receipt or proof of purchase


2. How to Start a Return

To start a return, email us at support@face-up.com with:

  • Your order number

  • A description of the issue

  • Optional: a photo of the item (for damage/defect claims)

We’ll provide return instructions within 1–2 business days.


3. Return Shipping

Customers are responsible for return shipping costs unless the item is:

  • Damaged upon arrival

  • Incorrect (wrong item received)

We recommend using a tracked shipping method. FACE-UP is not responsible for lost returns.


4. Non-Returnable Items

Certain items are not eligible for return:

  • Gift cards

  • Sale items (if marked "final sale")

  • Personal care products (e.g., used cosmetics, opened skincare)


5. Refunds

Once we receive and inspect your return, we’ll notify you of the approval or rejection of your refund.

If approved, your refund will be processed to your original payment method within 5–10 business days.


6. Exchanges

We do not offer direct exchanges. If you want a different item or size, please return your item for a refund and place a new order.


7. Damaged or Defective Items

If your item arrived damaged or defective, please email us within 3 days of delivery with a photo of the issue. We’ll offer a replacement or full refund.


8. Late or Missing Refunds

If you haven’t received a refund after 10 business days:

  • Check your bank account again

  • Contact your credit card company

  • Contact your bank
    If you still have not received your refund, please contact us at support@face-up.com.


9. Contact Us

If you have any questions about your return, feel free to reach out:

FACE-UP
Email: support@face-up.com
Website: https://face-upcosmetics.com