Shipping policy

Shipping Policy

At FacialONE, we aim to make receiving your order as simple and transparent as possible.

Order Processing

Orders are normally processed within 1–3 business days. This includes the time required to confirm, check and prepare your order for dispatch.

Orders placed during weekends, UK bank holidays, promotional events or exceptionally busy periods may require a little longer. You will receive a dispatch confirmation once your order is on its way.

UK Delivery

UK orders typically arrive within 5–10 business days after dispatch. Please allow up to 12 business days during particularly busy periods.

Shipping charges are calculated and clearly displayed at checkout before payment.

Delivery estimates begin once an order has been dispatched and do not include processing time. Business days are Monday to Friday, excluding UK bank holidays.

Tracking Your Order

When tracking is available, your dispatch email will contain the relevant tracking information.

Tracking can take up to 48 hours to begin showing updates after dispatch. This is normal and does not mean your parcel has not been sent.

Delivery Delays

Delivery dates are estimates rather than guarantees. Occasionally, parcels may be delayed by courier disruption, severe weather, bank holidays or other circumstances outside our direct control.

If your order has not arrived within three business days of the estimated delivery window, please contact us through our Contact Us page. Include your:

  • Full name

  • Order number

  • Delivery postcode

We will investigate the shipment with the courier and help arrange an appropriate resolution.

Incorrect Delivery Information

Please check your delivery address carefully before placing your order. Contact us as soon as possible if you notice an error.

We cannot guarantee that an address can be changed once an order has entered processing or has been dispatched. If a parcel is returned because an incorrect or incomplete address was supplied, an additional delivery charge may apply before it can be resent.

Orders Marked as Delivered

If tracking shows that your parcel has been delivered but you cannot locate it, please first check:

  • Any designated safe place

  • Around your property

  • With other members of your household

  • With immediate neighbours

  • Any delivery photograph or courier notification

If the parcel still cannot be found, contact us as soon as possible so we can raise an enquiry with the courier.

Multiple Parcels

In some circumstances, items from the same order may be dispatched separately and arrive on different days. You will not be charged an additional delivery fee when we choose to split an order.

Damaged Parcels

If your order arrives damaged, please contact us as soon as possible—ideally within 48 hours of delivery. Include your order number and clear photographs of the parcel, packaging and affected product so we can assist you promptly.

Refused or Uncollected Deliveries

Customers are responsible for following courier instructions and collecting parcels from local collection points where required.

If an order is returned to us because delivery was refused or the parcel was not collected, any original shipping charge may be non-refundable. An additional delivery charge may also apply if you ask for the order to be resent.

Contact Us

For help with a delivery, please contact FacialONE through our Contact Us page and include your order number and delivery postcode.

This policy does not affect your statutory consumer rights.

Last updated: 24 August 2026