For help and answers to most questions regarding policies and procedures for using this site, please browse the quick-reference links at left. More detailed information for specific issues is available by reading through each topic category in this document. If you cannot find an answer to your specific question or if you require further assistance, you can call us on our toll-free number at 1-888-334-FACE (3223) in the US, or email us at [email protected].
TERMS & CONDITIONS
We may modify the TOS from time to time, and your continued use of this site (or any of our other sites) following such change shall signify your agreement to be bound by the modified TOS.
Please read the TOS and check back often. If you do not agree to any change to the TOS, then you must immediately stop using the site.
SHOPPING & ORDERING
This site is best viewed with Netscape 6.0, Firefox or Internet Explorer 5.0 or higher and a minimum monitor resolution of 1024 x 768. Please note that monitors display colors differently based upon their settings. Please feel free to email us at [email protected] with questions about specific colors, and we’ll be happy to provide you with any additional information that is available.
If a selected item is temporarily out of stock at the time of your order, you will be notified that the item is out of stock when you attempt to add it to your cart. We do not do backordering at this time. For further information about when out-of-stock products will become available, please contact customer service via email at [email protected].
We understand the importance of security when shopping online and we aim to provide you with a safe and convenient online shopping experience. We use Thawte as our secure certificate provider and 1024 bit encryption for all secure online transactions.
We’re sorry, we do not accept:
Credit cards with issuing banks and billing addresses outside the U.S. or Canada.
Important Information regarding credit cards: For your security, your billing name and address must correspond to that of the credit card used for payment. We reserve the right to cancel any order that does not meet these criteria.
We are required by law to charge sales tax on all orders shipped to addresses in the State of New York. Furthermore, state law requires that sales tax be assessed on the total purchase, including shipping and handling charges.
Order Processing Time
Most orders will be processed the same day if received on a business day by 11:00am EST. Orders received after 11:00am EST, or on a weekend or holiday, will be processed on the following business day.
We do not offer Saturday delivery at this time. Orders received and processed on a Friday should expect delivery on Monday for Overnight shipments and on Tuesday for 2nd Day shipments.
Overnight and 2nd Day orders may require a signature upon delivery.
Please note: All purchases are subject to bank authorization prior to processing. Only authorized purchases will be processed and shipped. If, for any reason, your order cannot be processed you will be notified by customer service.
Order Confirmation & Tracking
After your order is placed, you will be emailed a confirmation receipt. Once your order has been processed and shipped, you will receive another email with the shipping tracking number and a link to the carrier’s website where you can view delivery status and the expected delivery date.
Canceling and Modifying Orders
Once you have completed and submitted your online order, online changes can no longer be made to your order. To change or cancel your order prior to shipment, please contact customer service via email at [email protected] within 24 hours of placing your order. Please note that some orders process quickly and may already be in the shipping process. If an order has entered the shipping process, it cannot be changed or cancelled, even by customer service.
Ordering by Phone
Our website uses Thawte as our secure certificate provider and 1024 bit encryption for all secure online transactions. If for any reason you prefer not to use your credit card online, you may order by phone by calling our toll-free number at 1-888-334-FACE (3223) from 10AM to 6PM Eastern Time and we will be happy to assist you.
Creating an Account
To create an account, simply click “register” at the upper right hand corner of your browser, or “register for an account” when you are ready to checkout. You will be prompted to enter your shipping and billing information. Simply enter your information in the designated fields and press tab or mouse click to move to the next field. All accounts must be linked to a valid email address.
To change information in previous fields, simply mouse-click back to the field you wish to edit and make the appropriate changes. You will have other opportunities to make changes to your information throughout the checkout process: simply click “edit” beneath the information you wish to change.
User ID & Password
Upon registration, you will be asked to enter a valid email address and to choose a password. You will be prompted to enter this email address and password combination when logging into your account. Should you forget your password; please click “login” at the upper right hand corner of your browser. Once you are on the login page, click “forgot your password?” You will then be prompted to enter your email address. Click “submit” and you will receive an email momentarily containing your password.
Managing Existing Accounts
To review, manage or change information in an existing account, click “login” at the upper right corner of your browser. You will be prompted to enter the email address and password you used to register your account.
Sending a gift
We accept online gift orders with a shipping address different from the billing address, as long as the billing address matches the address on your credit card statement and both addresses are located within the USA. For gift orders outside of the USA, please call us 1-888-334-FACE (3223).
We are happy to process special and corporate gift orders. For information or assistance with placing a corporate gift order, please call 1-888-334-FACE (3223).
All orders are shipped via UPS to addresses within the United States only. We do not offer other methods of shipment at this time. For orders shipping to Sweden and other addresses outside the United States, please see information below.
Alaska, Hawaii & USA Territories
FACE Stockholm does accept orders with shipping addresses in Alaska, Hawaii and the USA Territories of Puerto Rico and the USA Virgin Islands. Please call 1-888-334-FACE (3223) to place your order. Shipping charges vary and some restrictions may apply.
Canada & International Shipping
To place an order outside of the USA, please call 1-888-334-FACE (3223).
Please note: your order may be subject to import duties and taxes, which are levied once your package reaches your country. FACE Stockholm Cosmetics does not collect duties and taxes and cannot predict what your particular charges may be. If you do incur these additional charges, they must be rendered in order for your package to clear customs. For more information regarding your country’s customs policies, please contact your local customs office.
Please note orders containing items designated as Hazardous Material (HAZMAT) such as Nail Polish can be shipped via UPS ground only. We apologize for any inconvenience, but US DOT prohibits us from shipping Nail Polish via priority services due to air transport restrictions and regulations.
Shipping to a Third Party
You may ship to a third party or alternate address, such as a work address, as long as the address is within the USA and the billing address matches that on the credit card used for payment. For orders with ship-to addresses outside of the USA, please call 1-888-334-FACE (3223).
RETURNS & EXCHANGES
Return/Exchange Policy & Procedure
Products purchased at www.facestockholm.com may be returned or exchanged within 30 days of purchase and must be accompanied by your original invoice. Be sure to retain a copy of the invoice for your records. If the item being returned was a gift, please include the original Gift Receipt with your return.
We cannot accept returns on overly used products. Please note the reason for the return on your invoice and indicate whether you prefer credit in the original method paid or list the items you wish to purchase in exchange. Shipping fees will be applied to all exchanges. Shipping and handling fees from the original order are not refundable. For your protection and to ensure prompt credit, please securely wrap the package and send your return by FedEx, UPS or insured Parcel Post from the US Postal Service to:
324 Joslen Blvd
Hudson NY 12534
Attention: Online Returns
FACE Stockholm is not responsible for articles lost or damaged during transit.
The above stated return/exchange policy applies only to products purchased through www.facestockholm.com. Regretfully, we cannot accept returns or exchanges of products purchased in our retail stores at this address; likewise our retail stores cannot accept returns of products purchased at www.facestockholm.com.
Please note: E-Gift Certificates cannot be returned or exchanged.
When your order arrives, please inspect the carton for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear, however, if damage occurred to the item(s) in your shipment, please contact us immediately at 1-888-334-FACE (3223). Please provide the order number along with your email address and phone number for fastest service. To assure prompt resolution, please keep the box, packing materials and the damaged items for inspection by the carrier.
LOCATIONS & SERVICES
For a complete listing of our retail locations, please visit Store Locations.
In Store Services
All of our retail locations offer a comprehensive menu of expert makeup application services tailored to your individual needs, including:
For additional information, prices and to book an appointment, please contact the location nearest you.
For questions regarding your order or our products, please email us at: [email protected] or call toll-free at 1-888-334-FACE (3223).
If you are interested in a career with FACE Stockholm, we would love to hear from you! We are always looking for bright, talented and skilled people to join our team! Please send your resume to: [email protected].
For public relations questions or editorial requests, please email us at: [email protected]
For all other requests and inquiries, please email us at: [email protected]
Our US headquarters are located at:
324 Joslen Blvd
Hudson NY 12534
Email: [email protected]
In Sweden, we are headquartered at:
David Bagares gata 12
111 38 Stockholm
Tel: 08 650 65 52
Fax: 08 678 45 66
Email: [email protected]
Comments & Suggestions
We value your comments and suggestions; please email us at: [email protected]
Q: Does FACE Stockholm test on animals?
A: FACE Stockholm cosmetics does not conduct or endorse cosmetic testing on animals.
Q: Do FACE Stockholm makeup products contain organic ingredients?
A: Although the ingredients in our cosmetics are not organic, all FACE Stockholm products are manufactured to the highest standards using naturally derived, quality ingredients, that are hypoallergenic and never tested on animals. There are few cosmetic products that are entirely organic or natural because they have a limited shelf life, often require refridgeration, may perform poorly and can expire before they are used.
Q: Do FACE Stockholm products contain parabens?
A: Parabens are currently used in some FACE Stockholm formulations. As questions about their safety in everyday use arise, we will closely follow the scientific research and work to eliminate any ingredients determined to be harmful and look for effective alternatives as they become available.
From Wikipedia on Parabens: “Parabens are a group of chemicals widely used as preservatives in the cosmetic and pharmaceutical industries. Parabens are effective preservatives in many types of formulas. These compounds, and their salts, are used primarily for their bacteriocidal and fungicidal properties. They can be found in shampoos, moisturizers, etc. and they are even used as food additives. Their efficacy as preservatives, their long history of safe use—at least to the extent that scientific studies have not proven they are harmful—and the unproven efficacy of natural ingredients like grapefruit seed extract probably explains why parabens are so commonplace.”
Q: Where can I buy FACE Stockholm cosmetics near me?
A: The full FACE Stockholm range is available online at our online shop, through mail order in the US at +1 888 334 3223 and at FACE Stockholm retail shops and at select salons and spas. A complete list of FACE Stockholm shops and stockists is availabe here.
Q: Are FACE Stockholm’s prices the same in the USA & Sweden?
A: Due to market fluctuation, there may be differences in pricing. Typically the result is that prices in the USA are lower.
Q: Where are FACE Stockholm products manufactured?
A: Our products are sourced from the best suppliers worldwide. Our pencils come from Germany and Italy, foundations, shadows, lip products and nail polish from the USA, bags and brushes from the Far East, and skincare from the USA as well as products in development in Sweden.
Q: How can I inquire about job opportunities at FACE Stockholm?
A: Please email us at hr at facestockholm.com. We welcome you to inquire about job opportunities at FACE Stockholm by submitting your resume and/or related information. Based on the large number of inquires it will only be possible to contact those applicants selected for further consideration. All applications will be kept on file for future opportunities. We wish you continued success. FACE Stockholm is an equal opportunity employer.
Q: Does FACE Stockholm have a print catalog?
A: FACE Stockholm does not have a print catalog at this time. We welcome you to visit any of our retail stores or you may view our products online at www.facestockholm.com. If you have any products questions, please contact us at customerservice at facestockholm.com or +1 888 334 3223.
Q: Does FACE Stockholm offer samples?
A: We will gladly create customized samples in any of our retail shops. Unfortunately, we do not have a sample line and samples are therefore not available for general distribution when ordering online or through mail order. If you have any product questions, or need assistance selecting the appropriate color, please contact Customer Service or +1 888 334 3223.
Q: Why does FACE Stockholm discontinue products?
A: We apologize if we have discontinued your favorite FACE Stockholm product. There are a variety of reasons a product may be discontinued, before discontinuing any product we take into consideration several important factors:
- Whether our inventory already includes or we can develop a similar product, which is comparable or superior in performance.
- One or more of the ingredients needed in the manufacturing process has been discontinued by the supplier and we are unable to locate a comparable substitute.
- Customer preferences and purchasing history.