Return Policy
It is possible to return your order. If you are not satisfied with the items ordered, you can return them within 30 days of receipt.
30-Day Money-Back Guarantee
Are you unsatisfied with your purchase? You can return the product within 30 days, provided it meets the return conditions. Upon a successful return, you will receive a full refund. Please note that return shipping costs are at your own expense.
NOTE:
- We do not offer free returns; return shipping costs will apply.
- For 1+1 offers, both items must be returned together. We cannot provide a refund or credit if only one of the two items is returned. If one of the products does not meet the return conditions, for example, if it has been opened, the return cannot be accepted, and no refund will be issued.
- For 2+3 offers, all free products must also be returned. If one of the two purchased products does not meet the conditions, such as being opened, the other purchased product and the three free products must all be returned together to receive half of the purchase amount back.
- For 1+1, 1+2, and 2+3 promotions, the order is automatically processed. If you add fewer items than indicated in the promotion, we cannot send additional products afterward. Please ensure you order the correct number of items to benefit from the promotion.
RETURN PERIOD:
We offer a 30-day return period during which the customer can return the package without providing a reason. This 30-day period begins once the package has been received. Please note that the return must reach us within these 30 days.
RETURN CONDITIONS:
- All items must be unworn, unwashed, suitable for resale, and have their original tags attached.
- Shipping costs will not be refunded.
Unclaimed Packages:
No fee is charged for unclaimed or undeliverable packages. The package will be held at the pickup location for seven days before being returned to us. Please note that you must first collect the package and follow our return instructions if you wish to return it. Not collecting the package at the post office or refusing delivery does not count as a return. Unclaimed packages are not covered by the normal return policy.
RETURN SHIPPING COSTS:
Return shipping costs are the responsibility of the customer and depend on the courier and the country from which the package is being returned. The order must meet the following conditions:
- The order includes all associated parts, and the packaging is undamaged as received.
- The product has been handled normally; damage caused by improper handling is excluded.
- Opened or used products are not accepted for return for hygienic reasons.
- The product was immediately defective upon receipt.
If the return is due to our error (e.g., wrong products, product quality issues), you do not need to pay return shipping costs.
If the return is due to a customer issue (e.g., "I don't like the product"/"I don't want it," wrong product ordered), return shipping costs will not be reimbursed.
A return will be processed within 7 business days, and if the conditions are met, it will be officially recognized and processed.
We reserve the right to reject returned items if we suspect they have been used or opened due to hygiene measures. In such cases, no refund will be issued.
Packages Sent to the Wrong Address:
Always ensure your shipping address is correct. Once the order has been placed, we cannot make changes to the address or other details. Please note that Faccelove.de is not obligated to offer a refund if the customer provides an incorrect shipping address.
How Can I Return My Order?
If your order meets the above conditions, follow the steps below to initiate the return process:
- Send an email to: info@faccelove.com
- Ensure the email includes the following:
- Order number
- Reason for the return request
- Photo of the product in case of damages
- Customer’s first and last name
- Customer’s address
We will contact you and provide the return address. Never send the return back to the sender; we will provide the correct address after you contact us. The customer is responsible for the shipping costs of returning the product.
Track & Trace:
For safe and traceable shipping of your return, it is necessary to use a Track & Trace code. Include this code along with the completed return form in your shipment.
Liability:
Please note that we are not liable for the loss of returns, as stated in our terms and conditions. In the event of a loss, we cannot process a refund.
Right of Withdrawal
The consumer has the right to withdraw from the contract under the following conditions:
If the consumer is a natural person entering into a transaction that is predominantly unrelated to their commercial or self-employed professional activity.
A. CANCELLATION POLICY
Right of Withdrawal
The withdrawal period is 30 days from the day you or a third party designated by you, who is not the carrier, receive the last goods. Please note: Some products are not eligible for return for hygienic reasons. For example, sealed makeup products that have been opened cannot be returned.
As we operate a fully automated system, orders are processed immediately after placement. Therefore, we cannot interrupt the shipping process until delivery, and refunds are only possible upon receipt of the goods.
To exercise your right of withdrawal, you must inform us, Faccelove, via a clear statement (e.g., by email) about your decision to withdraw from this contract. The withdrawal is complete once we have received the goods. The buyer is responsible for the return shipping costs.
Transit Time for Shipments
As our goods are shipped from Asia, longer transit times may occur, which are beyond our control. If the goods have already been processed, cancellation is not possible. Please wait until you receive the goods and then return them to us. Of course, you can notify us in advance of your cancellation.
To ensure the quickest possible return process, please provide us with shipping confirmation.