Returns & Exchanges

We want you to have the best experience when shopping at Faces with Stories.  During the buying process, we believe things will go smoothly. However, you may change your mind, or something may not go as expected. In both situations, we are here to help you the best way possible, so that shopping at Faces with Stories is always a good experience. Keeping you happy is our main goal. 

    a) If you have a change of mind and in order to help you more effectively, please note the following rules:

If you have changed your mind or are not satisfied with the purchase, you may return it within 14 calendar days, counting from the day you receive the product(s). Please contact us in writing to customerservice@faceswithstoriescosmetics.com communicating your intentions, indicating the order number or invoice number, what item you want to return. After this contact you will receive an e-email, telling you how to proceed from here on, as well as, the returning form, which you must complete and send back to us. This step is mandatory. In case you try to return product(s) without previously letting us know by writing, the product(s) will not be accepted. Take note you bear the direct cost of returning products.

Overall, all products purchased can be returned, that must be in perfect condition, without any signs of use, complete and in the original packaging. The return of incomplete or damaged products with signs of use, will not be accepted; in these cases, there will be no refund. 

    b) For the returns of products which are not up to specifications due to external reasons, please follow the following rules so we may help you more effectively:

b.1) At the time of delivery, if the shipping container is damaged, you must immediately check the contents of the package and submit the complaint to the carrier. Please contact us at customerservice@faceswithstoriescosmetics.com, within 72 hours counting from the day the order was delivered and received, explaining the occurrence.

b.2) If you find product(s) missing or receive products you did not order, you should contact us at customerservice@faceswithstoriescosmetics.com within 72 hours counting from the day the order was delivered and received, explaining the details. 

When contacting us by e-mail, you should also indicate the order number or invoice number, what item(s) you want to return and the reason why. After this contact you will receive an e-email, telling you how to proceed from here on, as well as, the returning form, which you must complete and send back to us. This step is mandatory.

In order to speed up the returning process of these products, we request that you send attached to the email, photographs that illustrate the complaint.

Examples of suitable photos: 

    • Picture of the package (if the box shows signs of tampering, showing possible damage during transportation);

    • Picture of transport company label (attached to the container);

    • Picture of the product that may verify the irregularity;

You should return the damaged product(s) to us within 14 days, counting from the day the product(s) are received. Faces with Stories bears the cost of returned products that are not up to specifications due to external reasons. 

After the status verification of the returned product, and consequent confirmation of compliance with the returning conditions described above, you have the following options:

    • Full reimburse using the same method of payment used by you, when possible, usually within 14 days, counting from the day the  returned product(s) are received; 

    • Same product exchange, if returned for reasons that result from external causes, as described in b2);

    • Offer of a single voucher with an attributed code for selecting product(s) on the Faces with Stories online store. The voucher has the same price value as the amount you paid for regarding the returned product. 

We reserve the right to change these Returns and Exchange Policy at any time. This Returns and Exchange Policy was last updated on 22/10/2019.

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