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COVID Update: Some delays. TIMELESS Official UK Stockist! Free shipping orders over £40 for most products

FAQ

Frequently Asked Questions:

If you're stuck using the My Bare Face website and are not sure what to do next ..these frequently asked questions and answers will help you!

Question:

I ordered protective mouth masks, how long will delivery take?

Answer:

Our delivery times for all face masks have been pushed out to 14-21 days due to delayed stock shipments from China. Please accept our apologies for the inconvenience!

Once your item has been shipped you will receive a shipping confirmation by email and a tracking number.

We are trying to fulfil orders as fast as possible!

If you have an unfulfilled order and you cannot wait any longer, please let us know and we will refund you in full.

The refillable filters for the PM2.5 cotton masks are currently delivered within 10-14 days.

Question:

My order won't go through and I get an error message saying that my address is not serviced by the delivery service..

Answer:

The system is very sensitive to formatting so don't include any punctuation marks including "commas" in your address.

Example:

Flat 4, 5 Silicone Road  

should be typed as:

5 Silicone Road

Flat 4

The comma after the "4" in the above example would not be accepted and would result in the error message. Instead include the suggestion in the above example WITHOUT the comma..

Question: 

When I try to track my order the link does not work!

Answer: 

If you are trying to access your tracking log with the tracking number in your shipping confirmation email but the link to the tracking site is not working you can try the following:

1.  https://www.17track.net/en for tracking numbers starting with letters and not numbers such as LO, LA, LL, SY, S, F, BL . You will need to select your global carrier according to which letters your tracking number starts with: LO, LA, LL for China Post, SY for SUNYOU, F for Flyt and BL for BuyLogic. If in doubt this link will work with 99% of tracking numbers worldwide! 

2. For UK delivery from London with the Hermes courier service: https://new.myhermes.co.uk/track.html#/  .Copy and paste your 16 digit barcode to access the tracking service.

3. Royal Mail "track your item" can be found here: https://www.royalmail.com/track-your-item#/ . For tracking numbers ending in GB and also items beginning with LA, LL, LO. The latter is actually China Post but items shipped with China Post are handed over to Royal Mail on arrival in the UK. 

Question:

Help! I subscribed as a new customer using Social Login or by adding my Email address and other details, however the offer of a discount code for 10% off my entire first order is not presenting me with a discount code!!!

Answer:

This glitch is occurring on occasion and we are trying to solve the technical issues relating to this problem. Please use discount code WELCOME to get 10% off your first order as a brand new customer! And welcome to My Bare Face!!

Question:

"include usage is not allowed in this context"  messages appearing on some screens and popups.

Answer:

This is a known issue occurring since 14/12. We are working to fix this minor glitch. Rest assured that the My Bare Face website is working as safely and securely as always! We hope to have this message issue fixed within 48 hours.

Question: 

My order is taking to long for delivery can I get a refund?

Answer:

If you ordered something online, there are laws to protect you. These laws – called the Consumer Contracts Regulations – came into effect in June 2014, and they apply to items bought online, over the phone or by post.

They state you’ve got 14 days after you receive a package to notify the seller that you have changed your mind, regardless of whether it's faulty or not. You then have a further 14 days to send back the item. It must be sent back unopened and in its original packaging.

If the delivery has taken more than 30 calendar days then you can legally cancel the contract and get a refund, regardless of whether the item was bought online or in store.

If you've waited less than 30 days, your rights depends on how you bought the item.

If you ordered it online then it may be possible to cancel the item before it arrives – most stores will have cancellation policies in their T&Cs, so check them or give the retailer a call to find out. If an item has already been dispatched it's unlikely that you will be able to cancel your delivery. In that case you may have to wait until it arrives and return it unopened and in its original packaging to get a refund.

Message Us if you have any more questions!

Happy Shopping!

Isabella x

 

 

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