Returns Policy

At The Face Shop, customer satisfaction is our first priority. We will gladly accept the return and exchange of your unused purchase within 15 days of delivery.

All returns will be refunded and issued through the original form of payment.

In order to receive a full refund, all returns must be received within 15 days of delivery. Please contact us at or call us 50148570 or 40063170.

For damaged products or if the customer has received the wrong item, please call or email us at the aforementioned number/email within 24 hours of delivery.  Please have your order number included in the email or ready for the call.

All returned items must include a copy of the invoice/receipt and be in the same condition upon delivery.

Due to hygienic reasons, no exchange, return or refund will be offered on products that have been opened or unsealed after delivery.

How to return an item?

If you would like to return an item that has been delivered to you, you must physically return it to The Face Shop Tawar Mall branch.  Please follow the instructions outlined below.

  • Pack the product(s) securely in the original product packaging, if possible. All products must be unused to ensure credit.
  • Enclose the invoice / receipt
  • Present the package to any The Face Shop staff in the store.
  • Keep the Order Number for your return in order to monitor return status.
  • Once your item has been returned, please allow 3-5 business days processing time in order to inspect, scan and process the return. Please also take notice; it is to the discretion of your bank on how long it takes for it to show up on your credit card statement.


Please note, we do not offer credit for any purchases.


Once we have received and processed your return, we will refund you via the original payment method. Refunds can take up to 7-14 days to reach your account as it will depend on the bank’s processing time. We understand that your money matters, and that’s why we promise to keep you updated at every step, so you will know when the refund is on its way.


A customer can cancel an order if he/she wishes, however, the cancellation request should be made before dispatching the order from our warehouse. If any payment was done, will be refunded through the same payment method, which order was placed.