FAQs

Orders & Delivery

How do I place an order online?
  1. To add items to your cart, click on “Add to Cart” with your desired quantity.
  2. To review your items, click on the “Cart” icon located at the upper right-hand corner of the page, and your order summary will appear for review.
  3. If you have an applicable coupon or promo code, enter it and click ‘Apply’. Changes will take effect once you have successfully entered the code.
  4. Click ‘Proceed to Checkout’.
  5. Fill in your Billing Details, Shipping Address, and Payment Details, then click on ‘Place Order’ to proceed with the making of payment.
  6. You will receive an order confirmation email shortly after you have successfully placed your order.

If you do not receive an order confirmation email within 24 hours, please contact Customer Service for assistance. We will get back to you within 3 business days.

How do I track my order?
After you have successfully placed your order online, you will receive an order confirmation email that contains information regarding the details of your order. Please log into My Account to track your online orders.


Guest orders will not be visible under My Account, you may wish to contact Customer Service for assistance.

I am having issues using the coupon/promo code.
Please check the Terms & Conditions of the coupon/promo code regarding redemption eligibility. Coupons/promo codes cannot be used concurrently with other discounts and promotions.

Can I change my order after it has been confirmed and paid for?

We are unable to make any changes or cancellations to your order once it is placed. As our systems are automated, any changes may cause delays or mix-ups in the preparation of your order. Please review your cart carefully before checking out.

If you need any assistance, please contact Customer Service.

What are the delivery options, and how long will delivery take?

While we endeavour to get your orders to reach you as timely as possible, please note that there may be slight delays due to the implementation of additional safety measures taken by us and our delivery partner. We apologise for any inconvenience caused, and thank you for your patience.

We offer the following options for delivery within Singapore:

DELIVERY TYPE DELIVERY FEE (SGD) DELIVERY TIME FRAME
Standard

$3.50 for orders below $100

Free for orders $100 and above

5 to 7 business days

You will receive an email with your tracking information once your order has been shipped. Please log into My Account to track your online orders.

Payment

What are the available payment methods?

For online orders, we currently accept the following payment options:

  • Visa
  • MasterCard

Returns & Exchanges

What is the return & exchange policy?

For online purchases, we allow a return or exchange if you have received a parcel with an incorrect, defective, or expired product.

To return or exchange your item(s), please fill out the Return Form. We will get back to you within 3 business days.

What if my item was incorrect, damaged, faulty, or missing?

We are sorry you have received a parcel with an incorrect, defective, or missing item! Please fill out the Return Form. We will get back to you within 3 business days and assist you with an exchange.

What if I had an allergic reaction to a product?

If you’ve experienced an allergic reaction to our products, please fill out the Return Form. We will get back to you within 3 business days for assistance.

Am I able to return an online purchase in-store?

Unfortunately, we currently do not allow online purchases to be returned in-store.

In-store/ Membership

Why are the THEFACESHOP - Nature Collection retail stores closed? What will happen to my membership privileges applicable in April, May, and June?

In light of the current Circuit Breaker measures, all THEFACESHOP – Nature Collection retail stores will be closed from 7th April 2020 until further notice. Please stay tuned for updates. Kindly be assured that:

  • All membership birthday privileges (applicable in April, May, and June 2020) will be extended until 31st July 2020 in-stores.
  • EcoBeauty VIP membership status that has/will be expiring in April, May, and June 2020 will be extended until 31st July 2020 in-stores.
  • All vouchers (applicable in April, May, and June 2020) will be extended until 31st July 2020 in-stores.

We look forward to seeing you again when our stores reopen.

I am an EcoBeauty member of THEFACESHOP - Nature Collection, can I earn/redeem membership points when I shop online?
Please note that the accumulation and redemption of membership points, as well as membership privileges (e.g. birthday benefits) are currently not applicable to online purchases.


Did not find your question? Please contact Customer Service, and we will get back to you within 3 business days.