For help and answers to most questions regarding policies and procedures for using this site, please browse the Terms and Conditions, and Privacy policy below. More detailed information for specific issues is available by reading through each topic category in this document. If you cannot find an answer to your specific question or if you require further assistance, you can call us on our toll-free number at 1-888-334-FACE (3223) or 08 21 40 30, or email us at [email protected].

TERMS & CONDITIONS

FACE Stockholm, LTD & FACE Stockholm AB (“FACE Stockholm”, “we”, “our”, “us”) website(s) (our “site” or “sites”) and related services are made available to site visitors (“you”, “your”, “yours”) pursuant to the following Terms of Use & Services and any other rules posted on our Sites (collectively, the “TOS”). By visiting facestockholm.com, you are accepting and consenting to the practices described in the TOS.

We may modify the TOS from time to time, and your continued use of this site (or any of our other sites) following such change shall signify your agreement to be bound by the modified TOS.

Anyone wishing to use our services must read and agree to be bound by our policies relating to those services. In particular, we draw your attention to our policies relating to the terms of purchase and our PRIVACY POLICY. To access any of these policies, simply click the “terms & conditions” link at the bottom of every page on the site. If you are under 18, you must let your parent or guardian know about FACE Stockholm’s PRIVACY POLICY and TOS before you register to use this site or any of this Site’s services.

Please read the TOS and check back often. If you do not agree to any change to the TOS, then you must immediately stop using the site.

SHOPPING & ORDERING

Order Origination
Please note that orders placed on this website are sent different warehouses depending on the country the order will be shipped to.  Orders which are to be shipped to Europe and the UK originate and are handled by our Swedish warehouse and orders which are to be shipped to the rest of the world originate from our US warehouse.

Color Accuracy
This site is best viewed with Google Chrome, Mozilla Firefox or Safari at a minimum monitor resolution of 1024 x 768. Please note that monitors display colors differently based upon their settings. Please feel free to email us at [email protected] with questions about specific colors, and we’ll be happy to provide you with any additional information that is available.

Product Availability/Backorders
If a selected item is temporarily out of stock at the time of your order, you will be notified that the item is out of stock when you attempt to add it to your cart. We do not do backordering at this time. For further information about when out-of-stock products will become available, please contact customer service via email at [email protected].

Occasionally, a product which you have placed an order for will be out of stock from the appropriate warehouse. In these rare cases, our customer service team will reach out directly to you within 48 hours to alert you of the inventory status and to discuss a resolution.  These orders will not be sent out until a resolution is reached.

Secure Checkout 
We understand the importance of security when shopping online and we aim to provide you with a safe and convenient online shopping experience. We use THAWTE as our secure certificate provider and 1024 bit encryption for all secure online transactions.

Methods of Payment
We accept the following credit cards for purchases online:

American Express
MasterCard
Visa

We’re sorry, we do not accept:

CODs
Layaway plan
Personal Checks
Money Orders

Important Information regarding credit cards: For your security, your billing name and address must correspond to that of the credit card used for payment. We reserve the right to cancel any order that does not meet these criteria.

Sales Tax
We are required by law to charge sales tax on all orders shipped to addresses in the State of New York. Furthermore, state law requires that sales tax be assessed on the total purchase, including shipping and handling charges.

Order Processing Time
For orders being fulfilled by our US warehouse, most orders will be processed the same day if received on a business day by 11:00am EST. Orders received after 11:00am EST, or on a weekend or holiday, will be processed on the following business day.

For orders orders being fulfilled by our Swedish warehouse, most orders will be processed the same day if received on a business day by 11:00am CET. Orders received after 11:00am CET, or on a weekend or holiday, will be processed on the following business day.

We do not offer Saturday delivery at this time. Orders received and processed on a Friday should expect delivery on Monday for Overnight shipments and on Tuesday for 2nd Day shipments.

Overnight and 2nd Day orders may require a signature upon delivery.

Please note: All purchases are subject to bank authorization prior to processing. Only authorized purchases will be processed and shipped. If, for any reason, your order cannot be processed you will be notified by customer service.

Order Confirmation & Tracking
After your order is placed, you will be emailed a confirmation receipt. Once your order has been processed and shipped, you will receive another email with the shipping tracking number and a link to the carrier’s website where you can view delivery status and the expected delivery date.

Canceling and Modifying Orders
Once you have completed and submitted your online order, online changes can no longer be made to your order. To change or cancel your order prior to shipment, please contact customer service via email at [email protected] within 24 hours of placing your order. Please note that some orders process quickly and may already be in the shipping process. If an order has entered the shipping process, it cannot be changed or cancelled, even by customer service.

Ordering by Phone
Our website uses THAWTE as our secure certificate provider and 1024 bit encryption for all secure online transactions. If for any reason you prefer not to use your credit card online, you may order by phone by calling our toll-free number at 1-888-334-FACE (3223) from 10AM to 6PM Eastern Time or 08 21 40 30 10 AM to 6 PM CET and we will be happy to assist you.

CUSTOMER ACCOUNTS

For your convenience, we maintain customer accounts that store email addresses and shipping and billing information for easy access during future orders. FACE Stockholm will never share your private information. For details regarding our policies on customer information, please read our PRIVACY POLICY.

GIFTS

Sending a gift
We accept online gift orders with a shipping address different from the billing address, as long as the billing address matches the address on your credit card statement. Please indicate that your order is a gift in the “Order Notes” section during checkout.


Special/Corporate Gifts

We are happy to process special and corporate gift orders. For information or assistance with placing a corporate gift order, please call 1-888-334-FACE (3223) or 08 21 40 30.

SHIPPING

For orders fulfilled by our Swedish warehouse
All orders are shipped via PostNord Sverige. For orders shipping to addresses within Europe and the UK, please see information below.

Please note: your order may be subject to import duties and taxes, which are levied once your package reaches your country. FACE Stockholm Cosmetics does not collect duties and taxes and cannot predict what your particular charges may be. If you do incur these additional charges, they must be rendered in order for your package to clear customs. For more information regarding your country’s customs policies, please contact your local customs office.

For orders fulfilled by our US warehouse
All orders are shipped via USPS or UPS. For orders shipping to international addresses but not to Europe or the UK, please see information below.

Canada & International Shipping
To place an order outside of the USA, please call 1-888-334-FACE (3223).
Please note: your order may be subject to import duties and taxes, which are levied once your package reaches your country. FACE Stockholm Cosmetics does not collect duties and taxes and cannot predict what your particular charges may be. If you do incur these additional charges, they must be rendered in order for your package to clear customs. For more information regarding your country’s customs policies, please contact your local customs office.

Hazardous Materials
Please note orders containing items designated as Hazardous Material (HAZMAT) such as Nail Polish can be shipped via UPS ground only. We apologize for any inconvenience, but US DOT prohibits us from shipping Nail Polish via priority services due to air transport restrictions and regulations.

Shipping Confirmation
Once your order has been processed, we will send you a shipping confirmation email with your shipment’s tracking number and a link to the carrier’s website for your reference.

Shipping to a Third Party
You may ship to a third party or alternate address, such as a work address, as long as the billing address matches that on the credit card used for payment.

RETURNS & EXCHANGES

Return/Exchange Policy & Procedure
Products purchased at WWW.FACESTOCKHOLM.COM may be returned or exchanged within 30 days of purchase and must be accompanied by your original invoice. Be sure to retain a copy of the invoice for your records. If the item being returned was a gift, please include the original Gift Receipt with your return.

We cannot accept returns on overly used products. Please note the reason for the return on your invoice and indicate whether you prefer credit in the original method paid or list the items you wish to purchase in exchange. Shipping fees will be applied to all exchanges. Shipping and handling fees from the original order are not refundable. For your protection and to ensure prompt credit, please securely wrap the package and send your return by FedEx, UPS or insured Parcel Post from the US Postal Service to:

FACE Stockholm
324 Joslen Blvd
Hudson NY 12534
Attention: Online Returns

FACE Stockholm is not responsible for articles lost or damaged during transit.
The above stated return/exchange policy applies only to products purchased through WWW.FACESTOCKHOLM.COM. Regretfully, we cannot accept returns or exchanges of products purchased in our retail stores at this address; likewise our retail stores cannot accept returns of products purchased at WWW.FACESTOCKHOLM.COM.

Please note: E-Gift Certificates cannot be returned or exchanged.

 

Damaged Goods
When your order arrives, please inspect the carton for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear, however, if damage occurred to the item(s) in your shipment, please contact us immediately at 1-888-334-FACE (3223) (for orders originating in the US) or +46 08 21 40 30 (for orders originating in Sweden). Please provide the order number along with your email address and phone number for fastest service. To ensure prompt resolution, please keep the box, packing materials and the damaged items for inspection by the carrier.