Terms & Conditions

The following document outlines the terms & conditions for the facewearuk.com website.

1. Your Order

1.1 Orders and Contract

Your order for goods is accepted and a contract is formed between facewearuk.com and you when we dispatch the goods you have ordered and not before. A contract is not formed at the moment payment is taken from you, nor when you receive an email acknowledging receipt of your order. Until the goods are dispatched, the order may not be accepted by facewearuk.com or may be cancelled by you.
For security reasons we may restrict the volumes of certain items sold in any one transaction. Following formation of the contract, facewearuk.com retains ownership of any goods ordered until it has received payment in full, even though the goods may have already been delivered to you.

Purchases will be charged on the day the goods are dispatched.

1.2 Cancelling Your Order

Under consumer regulations you have the right to cancel your order as long as you do so no later than 14 days after the day on which you receive the goods or service. This right does not apply to certain goods (e.g. items which cannot be returned for hygiene reasons such as swimwear, underwear, or face coverings) unless returned unused and in fully resalable condition with original seals unbroken.
You must notify us of your wish to cancel within 14 days, and you must take reasonable care of the goods and not use them. Return goods in their original packaging wherever possible, within 14 days of informing us. We are not responsible for loss or damage during transit; you may be held liable for damage or loss in transit.

Returns of substitute or alternative items are not accepted; you remain responsible for the original item. Accepting returns or crediting an account does not waive our right to charge an investigation fee.

Refer to the Returns section for full details.

Additional terms apply to cancelling orders for “made to order” items — see the relevant section below.

2. Delivery Terms

2.1 Delivery to Stores

Delivery to stores is free. The earliest delivery date will be advised at time of order. Next-day delivery to store is available for most orders placed before 11 pm, though delivery times cannot be guaranteed. This applies to most stores (excluding airports). Delivery to store is not available for certain items (see exceptions). Parcels are available for collection in-store after noon on the stated delivery date. Orders not collected within 10 days will be returned to our warehouse and refunded.

2.2 Courier Delivery

Standard courier delivery to a residential address applies, at the charge applicable at checkout. Next-day delivery is available for most orders placed before 11 pm, subject to stock, courier area, demand, and availability. Delivery times cannot be guaranteed; during busy periods, services may be delayed. No delivery on public holidays.

2.3 Delivery Charges

Our standard courier delivery charge applies per order. Next-day delivery is not available for certain postcodes (list subject to change). Specific delivery options and charges will be confirmed at order time.

2.4 Delivery to Collection Points

Delivery to designated collection points (e.g. parcel shops) may be available at a specific rate. Next-day delivery applies to most collection points (excluding Sundays or public holidays). Parcels will be held for a limited period before being returned. You will be notified when your parcel is ready for collection. All delivery services are subject to stock and availability.

3. Returns & Refunds

3.1 Returns

You may return most items in a new and unused condition, ideally in original packaging, within 28 days of receipt (or 15 days for sale items).

3.2 Extended Returns

Purchases during certain promotional periods may have extended return windows (e.g. purchases between mid-September and late December may be returned by January 11). After that, the standard 28-day (or 15-day for sale) policy resumes.

3.3 Returning to a Store

Returns in participating physical stores (excluding airports) are free of charge for online orders. Bring your delivery note. Some items may not be returnable in stores — see exceptions.

3.4 Returns Via Courier

Home collection returns may incur a charge (per collection). If you paid a delivery charge originally, that may be refunded if you return the full order.

3.5 Returning via Collection Points

Some items (fashion, small non-electrical homeware) may be returned via parcel shops. Use the original returns label (if provided). Returns should be securely packaged, with label attached. Proof of return should be obtained.

3.6 Exceptions to Returns

We cannot accept returns via airport stores. Personalised items are excluded from store returns. Items for hygiene reasons (pierced jewellery, cosmetics, toiletries) cannot be returned if unsealed or unwrapped unless faulty. Items not in new or unused condition may only receive partial credit unless faulty.

3.7 High Returns Policy

If your return rate (returns vs purchases) is deemed too high, we may restrict or suspend your credit account or impose conditions. We reserve the right to restrict ordering or terminate account access in such cases.

4. Payment Methods

4.1 Online

We accept all major credit/debit cards, gift cards / e-gift cards, PayPal, Apple Pay, Google Pay, Klarna (or equivalent deferred payment options).

4.2 In-Store

We accept major cards, gift cards / e-gift cards, and cash (where applicable).

4.3 Phone Orders

If phone ordering is supported, the same payment types apply. Placing a phone order or completing an electronic order form constitutes an offer to purchase; payment does not indicate acceptance. If your order is refused, payment will be refunded.

4.4 e-Vouchers / Gift Cards

You may purchase e-vouchers and use them in full or part payment online or in participating stores. e-Vouchers cannot be used to purchase gift cards or make payments to credit accounts. Refunds for returned goods originally purchased with an e-voucher will be refunded via e-voucher or the original payment method.

e-Vouchers are non-exchangeable for cash. They expire 24 months after last activity (purchase or balance check). If funds are dishonoured, credit is revoked. We may remove or block e-vouchers without notice for reasonable cause under these terms.

Physical gift cards (if supported) may be issued and used in stores or online at facewearuk.com. They cannot generally be exchanged for cash or refunded. They expire 24 months after last use. We reserve the right to amend, suspend, or discontinue gift card programs.

5. Promotional Offers, Discount Codes & Multi-buys

  1. These offers apply to online purchases only.
  2. Exclusions may apply (e.g. staff purchases, delivery charges, sale items, gift vouchers).
  3. Discounts are apportioned across qualifying items; excluded items do not benefit.
  4. To use a “money off” pin, the spend must exceed the pin value (plus any minimum spend).
  5. If multiple promotions apply, the one giving the best cash saving will be applied first; remaining discounts may be applied to subsequent orders.
  6. Discounts cannot be exchanged for cash or refunded.
  7. Standard delivery, return and payment terms apply.
  8. We reserve the right to amend or withdraw promotions at any time without liability.
  9. These promotions are governed by English law and any disputes fall under the exclusive jurisdiction of the English courts.
  10. The promoter is the trading entity behind facewearuk.com.

Specific promotional offers (e.g. 20% off, multi-buy, birthday discounts) will have defined time windows and eligibility criteria (e.g. full-price items only, account holder only, one use per customer).

Some promotions may not be available during express checkout (e.g. Apple Pay express checkout).

6. Competitions & Prize Draws

When we run prize draws or giveaways:

  1. Eligibility criteria (e.g. age, residency exclusions) will be stated.
  2. Start and end dates/times will be specified.
  3. Entry methods (e.g. email sign-up, social media) will be explained.
  4. There is no purchase necessary to enter (unless otherwise stated).
  5. Prizes will be awarded by random selection; winners notified via the method of entry.
  6. Winners must confirm prize acceptance within a stated timeframe; if not, the prize may be re-allocated.
  7. Prizes are non-transferable and non-refundable.
  8. We reserve the right to substitute prizes if necessary.
  9. Our decision is final; no further correspondence.
  10. Personal data collected will be used only for administering the competition, subject to our privacy policy.
  11. The competition is governed by English law and disputes are subject to exclusive jurisdiction of English courts.

7. Changes to Terms

We reserve the right to amend or withdraw these terms and conditions at any time. Your statutory rights are not affected.