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.

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 does it take for my orders to be delivered?

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 3rd party delivery service provider. 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

3 to 5 business days

You will receive an email/SMS notification with the tracking information from our 3rd party delivery service provider once your order has been shipped.

How do I track my parcel?

You can track your parcel via our 3rd party delivery service provider’s Delivery Tracking page once you have received the email/SMS notification with the tracking information.

Do you ship internationally?

Unfortunately, we do not ship to international destinations for orders placed online. 

Payment

What are the available payment methods?

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

  • Visa
  • MasterCard

Return & Exchange (Online Purchases)

Can I return my items?

Please note that goods sold are non-refundable. We will only exchange items if they are incorrect, defective or damaged.

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 & Exchange Form. We will get back to you within 3 business days and assist you with a 1-to-1 exchange.

Please note that:

  • All exchange requests due to defective products must be made within 6 months upon customer’s receipt of order.
  • All exchange requests due to incorrect/expired products must be made within 1 month upon customer’s receipt of order.
What if I had an allergic reaction to a product?

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

Please note that all return requests due to an allergic reaction to the product must be made within 6 months upon customer’s receipt of order to be valid.

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

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

Retail Stores & Membership Programme

If I am an existing member of THEFACESHOP - Nature Collection, do I still need to create an account online?

Yes. THEFACESHOP – Nature Collection membership programme does not link with the Online Store currently. Hence, you will need to create an account in order to make an online purchase.

If I am an existing member of THEFACESHOP - Nature Collection, can I earn/redeem membership points when I shop online?

Unfortunately, no. 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.

Upcycling Initiative

Can I bring back THEFACESHOP and THEFACESHOP-Nature Collection empties for upcycling only?

Yes, we only accept empties from THEFACESHOP and THEFACESHOP-Nature Collection brands’ empties.

Can I bring back travel-sized empties?

We only accept full-sized empties.

Can I bring back other containers such as makeup for upcycling?

To better facilitate upcycling, we are not able to accept containers from the makeup range. These are the products that we can accept currently:

  • Skincare: All skincare products excluding sheet masks
  • Hair care: Shampoo, conditioners, and treatments
  • Body care: Body creams, hand creams (except Daily Perfumed Hand Creams), and Body mists

We currently do not accept these beauty empties: Make-up products, hair styling products, nail polishes, nail polish removers, hand sanitizers, consumable products as well as any product in an aerosol can.

Please note that our Beauty Advisors may not accept empties at their discretion if the empty is deemed not suitable for upcycling.

Do I have to empty and clean the product containers before dropping them off at the selected stores?

To better facilitate the upcycling process, it is highly preferred that you clean and dry the container (we understand some packaging is difficult to clean), and remove as much of the remaining product as possible. Plastic tubes (such as cleansing foams) will need to be cut open and cleaned thoroughly. Nevertheless, if you are not able to clean the beauty empties, we will still accept them when you bring them back.

What is the reward system for this upcycling initiative?

For every full-sized empty, you will receive a reward of 10 seed points. However, to earn seed points, you will have to be a THEFACESHOP EcoBeauty Member. To join as our member, spend a minimum of $10 in any of THEFACESHOP and THEFACESHOP-Nature Collection stores.

What does THEFACESHOP consider as full-sized beauty empties?

Body Care
Body Cleansers: 250ml & above
Body Scrubs: 200ml & above
Body Lotions/Emulsions: 200ml & above
Body Creams / Oil: 100ml & above
Body mists: 50ml & above

Hair Care
Shampoo & Conditioners: 250ml & above
Hair Essence/Serums: 100ml & above
Hair Treatments: 75ml & above

Skincare
Face Cleansers: 100ml & above
Face Scrubs: 100ml & above
Face Toners: 200ml & above
Face Lotions/Emulsions : 100ml & above
Face Moisturizers/Creams : 30ml & above
Face Serum: 30ml & above
Face Oils: 15ml & above
Other Face Treatments: 30ml & above
Sunscreen: 30ml & above
Face Mist / Spray (Non-Aerosol): 50ml & above
Eye Care: 15ml & above
Face / Eye / Lip Makeup Removers: 100ml & above

Hand & Foot Care
Hand & Foot Creams: 30ml & above