Genuine Products, Guaranteed Satisfaction
At Face Fresh, we stand behind every product we make. If something isn’t right with your order, we want to fix it. Eligible items are covered by our money-back guarantee (wholesale and merchant orders are excluded). To qualify for a refund or exchange, products must be returned unused and in their original condition.
How to Start a Return
If your item arrives damaged, or you’re not satisfied with your purchase, email us at care@facefresh.com to request a Return Merchandise Authorization (RMA), or start the return from the My Account section of the website.
A few things to know before you return:
- Items must be unused, unopened, and in their original packaging.
- Return shipping for voluntary returns (change of mind) is paid by the buyer.
- Items bought with discount codes or during promotions can only be refunded if they arrive damaged or expired. In those cases, send us clear photos of the product — in most situations we won’t ask you to ship it back.
Refund Processing
Once your return is approved, we process refunds within 24–48 hours. If you prefer, we can issue store credit instead, which you can use on any future order.
For payments made by bank deposit, refunds are sent by bank transfer within 7 working days. Please email us your account details so we can process it securely.
Original shipping costs are refunded only when the return is due to an error on our side (wrong item, damaged item, or expired product).
Order Cancellation
Changed your mind? Email care@facefresh.com as soon as possible. If your order hasn’t left our warehouse yet, we’ll cancel it right away and confirm by email. Once an order has been dispatched, it can no longer be cancelled — but you can still follow our returns process above.
International Orders: Shipping, Refusal & Non-Acceptance
All international orders are dispatched from Dubai, United Arab Emirates. Once your parcel has been handed to the courier, shipping and courier charges are non-refundable.
If your parcel arrives damaged, contact us at care@facefresh.com with clear photos of the product and packaging, and we will make it right with a replacement or refund.
If you refuse the delivery or do not accept the parcel when it arrives — and there is no damage, defect, or error from our side — the order is not eligible for a refund. International couriers charge us for the full delivery, return, or disposal of refused parcels, and these costs cannot be recovered. Please order carefully and check the Import Duties section below before placing an international order.
Import Duties & Taxes on International Orders
What Are Import Duties?
Import duties (also called customs duties, tariffs, or import taxes) are fees charged by the government of the destination country when goods enter from abroad. They are collected by your country’s customs authority — not by Face Fresh, and not by the courier (DHL, FedEx, Aramex, or your local postal service). The courier only collects the amount on behalf of your government.
This is not something unique to Face Fresh. If you order any product from any international website — from anywhere in the world — your country’s customs may charge import duty when the parcel arrives. Every country sets its own rules and rates, and these rules have become stricter in many countries recently. For example, the United States removed its duty-free allowance for low-value parcels in 2025, which means even small orders shipped to the USA can now be charged import duty on arrival.
Who Pays Import Duties?
Import duties and taxes are the customer’s responsibility. They are separate from the product price and shipping cost you pay at checkout, because they are charged by your own government after the parcel enters your country. Face Fresh has no control over these charges, does not receive any part of them, and cannot predict the exact amount, as it depends on your country’s customs rules.
Before You Order Internationally
We want you to shop with confidence, so please:
- Check your country’s customs website or contact your local customs office to understand possible import charges before ordering.
- Remember that refusing a parcel because of customs charges counts as delivery refusal, and the order will not be refunded (see the section above).
- If you have any doubt, message us on WhatsApp before ordering — we’re happy to help you understand how delivery to your country works.
Contact Us
Questions about a return, refund, or customs charge? Email us at care@facefresh.com.