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TIMELESS: Approved UK Stockist. Orders over £40: Free UK Royal Mail for most products!

FAQ

Frequently Asked Questions:

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

Question:

Where is my order confirmation email?

Answer:

You may have typed your email address incorrectly when you submitted your order! Please email us at sales@bareface.shop to confirm your order details and we will correct the email address submitted with your order.

Question:

How much is delivery?

Answer:

For most products:
UK: Under 2 kgs
Hermes - £3.90 for orders less than £40. Order over £40 FREE
Royal Mail - £ 4.50
Next Day - £5.50
Europe:
Royal Mail - £14.00
Prices may vary depending on the product and weight

Question:

How do I return an item?

Answer:

Returns:
- within 30 days from date of purchase
- send the item back unused/undamaged if possible
- email us at sales@bareface.shop for a returns label
- we use Hermes for returns, please drop off at Hermes Parcelshop near you!
- unless damaged in transit, items returned must be in a saleable condition
- Refunds returned to original payment method

Question:

Can I change/cancel my order?

Answer:

We are very accommodating to our customers! If your order has not been shipped or has been shipped and the courier has not collected it yet...then yes! We are happy to help with shipping address changes, product changes and order cancellations because we get it..you changed your mind or made a mistake! Don't we all? :)
Email: sales@bareface.shop as quickly as possible after placing an order quoting the order number and/or email address along with the change you want to make. We try to accommodate your request!

Question:

How long does delivery take?

Answer:

UK: 1-3 days order processing time THEN Hermes or Royal Mail 2-3 days (unless you choose Next Day). Next Day orders must be made before 12pm to be delivered by Next Working Day
Rest of World: 1-3 days order processing time THEN Royal Mail to your country 4-14 working days. Note: Customs may cause delays. Local delivery partner in your country will delivery to your shipping address. 

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

2. For UK delivery with Royal Mail:

Royal Mail "track your item" can be found here: https://www.royalmail.com/track-your-item#/ . 

 

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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