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.

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

5 to 7 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

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

THEFACESHOP – Nature Collection retail stores have reopened from 19th June 2020 onwards. Kindly be assured that:

  • Members’ birthday privileges (applicable in April, May, and June 2020) are extended till 31st July 2020 in-stores.
  • EcoBeauty VIP status that has expired in April and May 2020, or will be expiring in June 2020 is extended till 31st July 2020 in-stores.
  • Vouchers (applicable for redemption in April, May, and June 2020) are extended until 31st July 2020 in-stores.

We look forward to seeing you again in-stores.

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.


Can’t find your answer? Please contact Customer Service, and we will get back to you within 3 business days.