I really love Face Theory products and their customer service is 5 stars. I contacted them as a product wasn't quite right for me and they replied immediately and dealt with it super efficiently. Makes all the difference, thank you.
Facetheory Reviews 5,929
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4.1
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I absolutely love Facetheory's products and have really noticed a reduction in fine lines since I started using their Retinal Supreme Multicream. So yes, really great products, but what absolutely blows me away is their phenomenal customer service!! They always reply so quickly, go above and beyond to help, warm &friendly, never question if you want to exchange or return a product - they are literally the gold standard for customer care!
Shout out to Jade, Fione, Kate & Megan!
I'm also always so impressed with the discounts, bundle offers and free gifts I always get whenever I'm replenishing my Facetheory products.
Thanks Facetheory - yis rides!
So far so good but not easy to review products after only using for a week….! Would prefer to comment after some use as too early to say really…but enjoying products so far.
I’ve been using the product for about a week and it's the best vitamin C serum I've tried. I had a flare-up of acne a few months ago and it is helping me soothe and treat the skin! I can already tell it's going to make a huge difference. I love the brand's concept for better, healthier, and eco-friendly skincare! 5 ✨ already in love ❤️
Company details
Information provided by various external sources
Facetheory create skincare that works and which is also vegan, natural, and cruelty-free.
Contact info
Eagle Wharf Road, N1 7ED, London, United Kingdom
- facetheory.com
4.1
Great
6K reviews
Replied to 92% of negative reviews
Typically replies within 1 week
New Packaging is a disappointment!
I was a loyal fan of this product - I bought facetheory way back when it started in London and also spread the word to friends who started purchasing it. The glass jars were superb and gave the products a crisp clean quality. This new packaging is horrible. The lid leaves black residue on the cream when you squeeze it ( metal) and then the tube is all bent and dented and ive had it break and leake. Also no more loyalty points? They all just disappeared. Ive made my last purchase and will be movinv on to another brand going forward.
Date of experience: April 27, 2025
Glow C 20% Serum Broke out in facial blisters and sores
I have used Facetheory's products for years now, the Supergel Moisturiser I have loved for a very long time however decided to try a new serum, their Glow 20% Vitamin C and Herulic Acid...the worst decision. I have had a severe reaction to it, broken out in hives and painful and itchy blisters all over my face. I did some research on Ferulic Acid and it is NOT recommended for sensitive skin, had I known that I would never have purchased this product. Their customer service has been the best I've seen and received a full refund for the product straight away. I just want to voice my experience and if anyone with sensitive skin wants to try this please be careful and patch test first.
Date of experience: April 25, 2025
So far so good but not easy to review…
So far so good but not easy to review products after only using for a week….! Would prefer to comment after some use as too early to say really…but enjoying products so far.
Date of experience: April 26, 2025
I really love Face Theory products and…
I really love Face Theory products and their customer service is 5 stars. I contacted them as a product wasn't quite right for me and they replied immediately and dealt with it super efficiently. Makes all the difference, thank you.
Date of experience: April 24, 2025
Terrible and useless new packaging
I have used Facetheory products for many years including all my family members. We are not buying anymore since they changed to new packaging. The old glass jar much easier to install in the cabinet and the colourfull label also easy and helpful to recognise. But we have given up with the terrible new tube packaging.
Date of experience: April 24, 2025
Great products...IMPECCABLE Customer Care.
I absolutely love Facetheory's products and have really noticed a reduction in fine lines since I started using their Retinal Supreme Multicream. So yes, really great products, but what absolutely blows me away is their phenomenal customer service!! They always reply so quickly, go above and beyond to help, warm &friendly, never question if you want to exchange or return a product - they are literally the gold standard for customer care!
Shout out to Jade, Fione, Kate & Megan!
I'm also always so impressed with the discounts, bundle offers and free gifts I always get whenever I'm replenishing my Facetheory products.
Thanks Facetheory - yis rides!
Date of experience: April 21, 2025
Awful new packaging
What is with this packaging? All the moisturisers now come in annoying squeezy tubes instead of jars. Wastes the product caught inside, harder to recycle and even more annoying - they are a pain to store in the cabinet. After being a long-time customer, this has lead me to purchase elsewhere :-(
Date of experience: April 21, 2025
Great products, terrible new packaging
I've been using Facetheory products for four years but sadly this is the end of the road for me because of the new packaging. The aluminium tubes and caps leave substantial metal residue every time I use the creams and they leak which means a fair bit of waste. They are also difficult to tell apart and I have to read the labels every single time I use them. And they are tricky to store, unlike the lovely glass jars used originally. I'm aware that aluminium is a very sustainable resource that can be recycled indefinitely but I suspect the real reason for using it is that it's much lighter than glass and as such much cheaper to ship. Such a shame, a masterclass on how to ruin great products.
Date of experience: April 19, 2025
Amazing products I use the 3% retinal…
Amazing products I use the 3% retinal for my face and hand creams to! Honestly can not recommend enough
Date of experience: April 18, 2025
I’ve been using the product for about a…
I’ve been using the product for about a week and it's the best vitamin C serum I've tried. I had a flare-up of acne a few months ago and it is helping me soothe and treat the skin! I can already tell it's going to make a huge difference. I love the brand's concept for better, healthier, and eco-friendly skincare! 5 ✨ already in love ❤️
Date of experience: April 17, 2025
I am dissatisfied with the packaging…
I am dissatisfied with the packaging because it is easily broken, which leads to waste of the products. The packaging fell over in the shower overnight.
Additionally, I requested a refund after one year, as per the policy, but customer service informed me that the refund period is counted from the day I placed the order, not from the day the products arrived at my home. As a result, they can only offer me some vouchers, which I find unfair.
Date of experience: January 01, 2025
Reply from Facetheory
Hi Amoi,
Thank you for sharing your feedback. We sincerely apologize for the inconvenience caused by the packaging and for any frustration regarding our refund policy.
We understand the importance of durable packaging, especially for products used in the shower. We are continuously working to improve this aspect to prevent future issues. Your comments are valuable and will be taken into consideration.
Regarding our return policy, we want to highlight that our 365-day return guarantee is very generous. It provides ample time for you to try our products and decide if they meet your needs. This extended window is designed to give our customers peace of mind and flexibility, which we believe is a significant benefit.
As for the refund timing, our policy counts from the date of purchase, which is standard practice in many retail settings. We appreciate your understanding and hope this clarifies our approach.
Thank you again for providing us with your feedback.
Facetheory Team
Excellent service items
Quick service items received quickly after placing order .
Date of experience: March 28, 2025
I have used Facetheory over 3 years but…
I have used Facetheory over 3 years but the packaging changed from glass jars to metal tubes and now I will be looking alternative.
Date of experience: March 10, 2025
Reply from Facetheory
Hi BM,
Thank you for being a loyal Facetheory customer for over three years and for sharing your feedback. We understand that the change from glass jars to metal tubes has been a significant adjustment, and we appreciate your honesty. Please know that we are already actively looking into ways to improve our packaging to better meet our customers' preferences and needs. Our goal is to balance sustainability, product protection, and user experience, and your input is invaluable in guiding these improvements. We hope to continue providing you with skincare products you love and packaging that you find convenient and appealing.
Thank you again for taking the time to provide us with your feedback.
Facetheory Team
Still good
I was hesitant to reorder because of the new branding and I didn't know if the ingredients have changed as well. But my first impressions of the retinol serum and the glow-AHA body cream are still good. The body cream actually leaves a glow right after application. The consistency of both products seems the same as before. I only don't really fancy the tube packaging, more specifically the lid. It feels quite "industrial" like not as easy to open and close. It would be nice if it came with a little thingy to pierce through the seal. Overall the packaging feels durable though and of good quality. Based on my first impressions I would definitely order from them again.
Date of experience: April 12, 2025
The new packaging ruins the products for me
Hey! I've been a happy and loyal customer in the past, mainly due to the great ingredients and the glass packaging of the products, but with the change in packaging, I'm just not going to buy these creams anymore. The new aluminium tubes just don't work. The cream turns greyish, looking like dirt, definitely nothing you want to put on your face. One of the reasons I bought these products in the past was because they used clean ingredients and the glass jars didn't leak any unwanted chemicals into the product. This obviously is not the case anymore. So thanks, but no thanks. I'm going to need to find a different brand.
Date of experience: April 09, 2025
Reply from Facetheory
Hi Susan,
Thank you for taking the time to share your thoughts about our recent packaging changes. We appreciate your loyalty and the trust you've placed in our products over the years. We understand that the switch from glass to aluminum tubes has not met your expectations, particularly regarding the appearance of the cream and concerns about the grey residue. Based on customer feedback, we already made changes to the caps and mostily using plastic caps with a integrated spike to eleminate this issue.
We take all feedback seriously and will consider your comments as we continue to evaluate our packaging options. Our commitment to using clean ingredients remains unchanged, and we strive to ensure that our products maintain the highest quality standards.
If you have any further suggestions or concerns, please don't hesitate to reach out to our customer service team at help@facetheory.com. We appreciate your feedback and hope that you will consider giving us another chance in the future.
Thank you again for your loyalty and for being part of our community.
Thanks
Facetheory Team
Good product but dislike the change in…
Good product but dislike the change in packaging; more wasteful and unable to recycle
Date of experience: April 09, 2025
Reply from Facetheory
Hi Norma,
Thank you for taking the time to share your thoughts about our product. We're glad you find the product itself satisfactory.
However, we apologise for any inconvenience caused by the change in packaging.
We understand your concerns about waste and recyclability, and we appreciate your commitment to sustainability. We will take your feedback into consideration as we continue to evolve and improve our packaging to better align with environmental values.
Always check your local recycling guidelines as facilities capabilities vary across the country.
Not all councils yet accept aluminium tubes. If this is the case where you live, we encourage you to drop them off at your nearest beauty product recycling point. Find your closest one here: https://britishbeautycouncil.com/recycling-points/
Thank you again for your input and please contact our customer service team at help@facetheort.com if you have any further questions.
Thanks
Facetheory Team
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