You'll need to register before you can place an order with Facial Co.
As long as you have a valid email address, then you can head over to our sign up page to get in on all the beauty action and gain access to the number one skincare and beauty store.
It's easy to make changes to your details, whether it's your payment information, password or address book.
Log-in to your account and you'll see a range of categories at the bottom of the page under 'Account Settings'.
You can rest assured that shopping with Facial Co is safe.
We're fully compliant with the data protection act so we care about keeping your details secure.
Don't worry, if you visit our log-in page and select 'Forgotten your password?' then you can enter the email address registered and we'll send you instructions on how to get this reset.
If you no longer want to receive our exclusive offers and promotions then you can log-in to your account and select the 'Email Preferences' option to make this change.
All items ordered with Facial Co depend upon availability. We want you to be able to order and receive the products you love effortlessly, so we'll always aim to let you know if an item is out of stock.
Now and again there can be an unexpected delay, if so we'll get in touch to let you know.
It's easy to place an order with us. Log-in to your account to begin browsing our range.
Once you've found the product you want, you'll need to click 'Add to bag'. You can either carry on shopping or if you've got everything you need then click 'View Bag' and this will give you the option for checkout.
If you have any addresses or payment options saved to your account then these will automatically display in the checkout, making it quick and easy to complete the order. Otherwise you'll need to enter the details manually.
Check everything is correct and you're good to go. We'll send you an email as soon as the order is on its way.
Yes, click on the 'My Bag' icon at the top of the page and you'll be able to see the item(s) you have in there so far.
Use the + button to stock-up on your favourite items, or the – button if you’ve selected too many. If you want to remove an item completely then click the x button.
Our Customer Service team is always on hand to provide support and guidance. All orders have to be placed through your online account but they're more than happy to help you do so.
Get in touch with them now via the 'Still need help?' section (below).
Yes, your delivery address is chosen at the checkout stage. Your order will automatically default to any saved addresses but you can choose to add a new one by clicking 'Add a new address'.
We'll send you an email as soon as your order is on its way. You can also check your account to see the progress of an order or to track it.
We may ship items separately in the event of one or more of the items being delayed.
Your account makes it easy to keep track of all your orders.
Once you've logged in you'll see each individual order that you've placed with us. Select the one that you want and you'll be provided with all the details you need about that order.
We'll also send you a dispatch email as soon as your order is on the way.
Your account will show any previous orders you've placed.
Click on the order you want to view to find out more. If the order has been sent tracked then you'll be able to click through to track it from your account.
The email we sent you regarding the dispatch of your order will also let you know when we expect the order to arrive.
If you can’t find the information that you need, click on ‘Message’ below to contact our Customer Service team.
We're sorry to hear you want to cancel.
If there is anything that we might be able to do that means you don’t have to cancel, then you can contact our Customer Service team via the 'Still need help?' section (below).
If not, then select the order that you wish to cancel. You can choose to cancel individual items or the whole order.
We'll send you an email within an hour to let you know if the cancellation worked.
If it fails, this is because the order is getting ready to be sent. Items that are in stock are processed quickly so that we can aim to get products to our customers without delay.
You can visit our Returns Policy to help you get the order back to us instead.
Once you've placed your order we cannot make any changes to it.
If you want to try and cancel so that a new order can be placed, then you'll need to log-in to your account.
Select the relevant order and you'll see that you can choose to cancel individual items or the whole order.
We'll send you an email within an hour to let you know if the cancellation worked. Please don't place a new order until you hear from us.
Don't worry we understand that this can happen so you can try and cancel the item in your account.
You'll need to click on the item and choose the cancel option. We'll send you an email within an hour to let you know if it worked.
If you can't cancel then you can send the item back to us. It's best to refer to our Returns Policy to find out how.
If you still need help, then you can send our Customer Service team a message via the 'Still need help?' section (below).
We're really sorry that happened as we aim to provide high quality items to all of our customers.
So that we can look into this for you, please contact us to tell us more.
To speed the process up, it'd really help if you could find the information below before contacting us, don't worry if you can't though, we can help once you get in touch.
1. Order Number
2. Product Name
3. Details of the fault
4. Images that support the fault, if applicable
As soon as we've looked into the fault we'll let you know what we plan to do next by sending you an email.
We’re really sorry to hear that, sometimes things can go wrong but don’t worry as we can help. Please send us a message via the 'Still need help?' section (below).
We'll need to know the following information so that we can fix this for you-
1. Order Number
2. Incorrect item received
3. The correct item ordered
As soon as we've looked into what went wrong, we'll let you know what we plan to do next by sending you an email.
We take pride in our products so we're sorry to hear you've received your order damaged.
Sometimes things can go wrong but don’t worry, as we can help. Please send us a message via the 'Still need help?' section (below).
Please don't throw the item away, we may ask for pictures of the damage to ensure we take measures to prevent it happening again.
As soon as we've looked into what went wrong, we'll let you know what we plan to do next by sending you an email.
Sometimes we ship items separately to make sure that any delayed items do not hold up the rest of the order.
It is therefore possible that the missing item may be on a separate shipment.
Your dispatch confirmation email will list the items that have been sent. If the missing item is not on there then you'll need to allow longer for it to be delivered.
If the item has been sent, then please send a message through via the 'Still need help?' section (below) to let our Customer Service team know and they’ll be happy to help.
Payments and Discounts
We offer a variety of online payment methods to ensure our customers can place orders with ease.
You can select your preferred payment method at checkout. As we take fraud very seriously, you will face validation and authorisation by us and the card issuer.
We do this to ensure that our customers are safe while they shop.
Any order placed for delivery outside of Australia could result in import duties and taxes (including VAT).
We recommend that you contact your local customs office for information as customs policies and practices vary widely from country to country.
If you're seeing the status 'Payment Problem' on one or more of your orders then this means that we need you to check the payment information that has been submitted.
Click onto the order and you should see an option to resolve the problem. Before re-entering any card details you'll need to make sure that the expiry date and billing address are correct. We also recommend checking funds in the account.
If you’ve done all that and still can’t fix the problem then please contact our Customer Service team who’d be happy to help via the 'Still need help?' section (below).
The pending transaction is telling you that the payment is authorised to be taken.
If you want to add new payment details then you'll need to do this at the checkout stage.
Your new card details will be saved once your order has been placed. This means that next time around you can order your favourite beauty brands with ease. You can manage your saved payment cards by clicking into 'Payment Cards' under Account Settings in your account.
Once you've found all the items that you want then click 'My Bag', you'll see a box located below your list of items which says 'Got a discount code? Enter it here'.
Add your discount code into this box and click 'Add' to apply the discount.
If the code doesn't work then you'll need to check that you're not trying to use more than one offer and none of the items are on our excluded list below.
If you have any problems entering the code then you can contact our Customer Service team via the 'Still need help?' section (below).
We're sorry to hear your code isn't working, you'll need to check that you're not trying to use more than one code per order and that your item isn't excluded. You can refer to our exclusions list below.
If the code isn’t being affected by one of the issues above then please contact our Customer Service team via the 'Still need help?' section (below).
Earn $10 for every successful referral and your friends will get discount too.
Log-in to your account and click 'View Details' in the 'Your Referrals' section to find out how you can get involved.
We send you an email as soon as your order is on the way, so that you can find out when it will arrive.
For tracked orders, you can use the tracking link provided in your email or located in your account to check where your order is.
Have you checked for any delivery cards? Your parcel may have been left somewhere safe, such as with a neighbour or been taken to a local depot.
Our Delivery Information page can give you more information and timescales.
If you do need to report your order as lost then please contact our Customer Service via the 'Still need help?' section (below).
All our delivery options can be found on our Delivery Information page.
Our Delivery Information page can tell you the timeframes associated with our different delivery options alongside their costs.
It's possible yes.
Any order placed for delivery outside of Australia could result in custom charges or import duties. Import duties, taxes and charges aren't included in the item price or postage cost. The recipient of the parcel will need to pay any applicable charges prior to receiving their goods.
As we don't have control over these charges we are unable to advise what the cost may be.
Don't worry, if your order cannot fit through the letterbox or requires a signature then you should receive a calling card.
This card is from the courier and lets you know where your parcel is and how you can collect it.
Returns and Refunds
We want all of our customers to enjoy their products so if you're not happy with your order then you can send it back to us.
All we ask is that you let us know that you don't want the order within 120 days of receipt and make sure the products have not been opened.
To get the order back to us safely please contact our Customer Service team via the 'Still need help?' section (below).
They'll send you all the information you need, but you can also refer to our returns policy page for more information.
As soon as we receive your order we'll review the reason for return and let you know what we plan to do next.
You should receive an email to notify you of any action taken.
Your refund should be returned to your account within 5 working days and we'll send you an email to let you know it's on its way.
If you don't receive your refund and it’s been 10 working days since you received our email, then you'll need to contact our Customer Service team through your account.
We want you to have peace of mind when deciding to purchase with us, so we have extended our returns policy to cover the festive period.
You will have until 31/01/19 to return any orders placed between 31/10/18-24/12/18.
All we ask is that the item(s) are pristine. Meaning they are unopened, in their original packaging and any retail seals are unbroken.
Please note that we do not refund postage costs for the return of an unwanted item or order. To arrange your return please log-in to your account to contact our Customer Service team.
Please refer to our Terms and Conditions page.
If you’re having problems accessing the checkout or any part of our website, then please get in contact with our Customer Service team straight away via the 'Still need help?' section (below) so we can fix this for you.
You have the right to ask about what personal data we hold about you.
To make this request you can message us via the 'Still need help?' section (below)
Feel free to write to us at the office address above, but please note that this is not the address to return items to. If you need to return a product to us, please contact Customer Service who will advise you how to proceed.
6-10 Traders Way,
If you would like to discuss working in partnership with the hut group or supplying your products to any of it's portfolio of websites please contact us on firstname.lastname@example.org.
Given the fast pace at which THG has grown and advanced over the years and the successes we’ve had to date, we identified that the current Group legal entity structure does not in some cases align with the business divisions and brands we offer today.We have therefore taken the opportunity to re-organise the Group’s legal structure so that our companies do align with our business divisions and brands and support THG’s long term growth strategy. In order to re-organise, we had to make sure that data (which included data relating to you as one of our customers) was legally transferred to the new entities. Although this does not impact you in any material way, we wanted to let you know about this change.
Before the re-org:
In most cases the controller in respect of your data will have been The Hut.com Limited. In some instances, the controller may have been a specific entity within THG.
After the re-org:
The new controller are the newly incorporated legal entity:
This is due to an internal re-organisation and does not affect you in any material way. We are just being transparent about it. Some business units have now been incorporated into new legal entities within the THG group and the corresponding databases have been transferred to them.
This means that legal responsibility for handling your data or for responding to your data protection requests now rests with the new entity named in the email. However, these new entities remain within the THG group and all provide the same consistent level of protection.
You will continue to be able to exercise your data protection rights, submit complaints or queries about how your data is processed or get in touch with our Data Protection Officer by contacting us via the message centre in your customer account or by using one of our various contact options, which can be found by vising our help centre.