customer SERVICE
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CONTACTYou can reach us 24/7 by email: [email protected]. We respond as soon as possible but it may take longer if you contact us on a weekend or holiday. You can also call 1.403.441.7888. Customer service representatives are available Monday-Friday, 8am to 4pm Mountain Time. The office is closed weekends and Canadian holidays. |
PLEASE add @faceatelier.com to your list of safe senders. Customer service is very important to us, but we can't help you if you don't receive our emails!
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ORDERS
Online + Phone Orders
Only orders placed online generate an Order Confirmation email. Make sure that @faceatelier.com is added to your list of safe senders and check your junk mail before contacting us if you don't receive it. You may call 403.441.7888 to place your order however you will not receive an Order Confirmation email.
Order Processing
Orders are typically shipped within two business days of being placed. This does not take into account weekends and holidays that may delay shipping by 1-2 more business days. At checkout you will have the option of expediting your order. For rate information go to Shipping. Once an order is placed, you can attempt to change or cancel your order before shipping by email or calling 1.403.441.7888. We will do our best to accommodate your request. At this time we can only ship to one address per order. If you want to ship products to two different addresses, you must place two separate orders. Full-size products may be returned for a refund within 30 days of date of purchase if the reasons for return fall within our refund policies.
Out-of-stock Items + Backorders
FACE atelier is committed to product availability but occasionally an item is temporarily unavailable. In the event that we do run out of a product, an out-of-stock notice will appear on the product page. We recommend that you check back frequently as we replenish stock as quickly as we can. At this time, we don’t process backorders.
PAYMENTS + BILLING
Payment Methods
We currently accept VISA and MasterCard. For your security, your billing name and address must match that of the credit card used for payment. We reserve the right to cancel any order. Contact your financial institution if you need the exact billing address associated with your credit card.
Billing
Your credit card is billed at the time the order is placed.
Debit Cards
At this time we do not accept debit cards.
Credit Card Security
All credit card processing is done through an encrypted session between your browser and the server. The technical term for this is SSL, or Secure Sockets Layer, which is an Internet standard security protocol. This site uses SSL version 2, which encrypts all information sent or received while users are viewing or filling in information from secure areas of the site. With SSL, no one can see credit card information from your session over the Internet. These forms are only sent from secure areas of our site. Credit card information is also stored in a secure area of the site, and is not kept on the web server. Access to this information is restricted to customers only. Customer Service representatives will only see part of a credit card number displayed when accessing customer information. They will not see an entire credit card number.
Fraud Protection
All orders and payment forms are subject to verification and review by FACE atelier. FACE atelier reserves the right to refuse to process any transaction, sale, or shipment of orders due to suspected fraud or unauthorized or illegal activity.
SHIPPING
All orders are shipped on regular business days, Monday to Thursday, excluding Candian statutory holidays. Orders are shipped within 1-2 days of being placed. Shipping costs are based upon the total purchase price before taxes and the destination of the order. They include handling charges and reflect the fact that goods are shipped from Calgary, Alberta. Total shipping and handling charges will depend upon how you choose to ship your order.
Shipping Estimator
You can get an estimate of your shipping costs when you go to your Shopping Cart. The rates will depend upon how you choose to ship your order and may increase as you add more items to your cart.
Shipping Options
Standard ground shipping is only available for shipments within Canada and the Continental US, excluding Alaska and Hawaii. Expedited shipping is available to all regions. Please note that shipments to select rural or remote destinations may result in extended shipping times.
Tracking Orders
After placing your order, within a short time you will receive an e-mail confirmation. Once the order is shipped you will receive tracking information for your order. If you don't receive tracking information after a few days of placing your order, please check your junk folder before contacting us.
If you have any questions regarding delivery of your order once it's been shipped, you must contact the shipping company, not FACE atelier.
PO Boxes
FACE atelier cannot ship to PO Boxes.
Delayed Shipments
Once the order is shipped you will receive tracking information for your order. If the order is delayed once it’s been shipped, you must contact the shipping company, not FACE atelier. Cosmetics are a highly regulated consumer product and may be subject to inspection when entering the US and international destinations. This rarely happens, but it when it does it may delay delivery of your order.
Duties, Taxes + Fees
The rates of duties, taxes and fees vary from country to country and FACE atelier is not responsible for their payment. We suggest you investigate what fees, taxes and duties may be levied upon cosmetics prior to ordering.
Missed Deliveries
FedEx and Canpar (Canada only) will make several attempts to deliver your order. If you miss all of them, it’s your responsibility to contact them immediately to arrange delivery. Do not contact FACE atelier - we can't help you as the recipient must make the call. FACE atelier is not responsible if you miss a delivery - if the package is sent back to FACE atelier, we are not responsible for the cost of re-shipping the package. Nor will we reimburse the initial cost of shipping.
Damaged Shipments
All goods leave FACE atelier in good condition and FACE atelier is not responsible for damages that occur in shipping and during inspection at the border. If you receive an item that’s damaged, take images of the damaged shipment. Save all packaging (including the shipping label) and the damaged goods until the claim is resolved. Email us with the images with your shipping information, including your tracking number. At that point we will submit the claim for you. FACE atelier cannot accept a claim for a damaged shipment if your claim is missing photographic evidence.
Canadian Shipments + Rates
Shipping costs are based upon the total purchase price before taxes and the destination of the order. Total shipping charges will calculate and display during checkout prior to the completion of your order. During the checkout process, you will have the choice of Ground or Expedited within Canada.
| SERVICE | PROVINCE | TOTAL before taxes | RATE |
| GROUND | AB, BC, MB, SK | 0-60.99 | 14.00 |
| 5-10 business days | 61.00-124.99 | 16.00 | |
| 125.00+ | FREE! | ||
| ON, QC | 0-60.99 | 16.00 | |
| 61.00-124.99 | 18.00 | ||
| 125.00+ | FREE! | ||
| NB, NL, NS, PEI | 0-60.99 | 19.00 | |
| 61.00-124.99 | 19.00 | ||
| 125.00+ | FREE! | ||
| YT, NU, NT | n/a | ||
| EXPEDITED | AB, BC, MB, SK | any value | 25.00 |
| 2-3 business days | ON,QC | any value | 30.00 |
| NB, NL, NS, PEI, YT, NU, NT | any value | 35.00 |
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US Shipments + Rates
All merchandise is shipped from Canada and the cost includes handling. It does not include, nor is FACE atelier responsible for, any duties or fees that may be levied by US Customs and Border Protection or the FDA (Federal Drug Administration.) The majority of products fall within CUSMA and are duty free but FDA regulations and fees supersede that legislation. If FDA fees are charged on a shipment, we can't get them reversed. Perhaps call your Senator? Sometimes there's nothing free about free trade.
Shipping costs are based upon the total purchase price and the destination of the order. They include handling charges and reflect that the goods are shipped from Calgary, Alberta. Total shipping charges will calculate and display during checkout prior to the completion of your order. During the checkout process, you will have the choice of Ground (except Hawaii and Alaska), or Expedited. Due to negotiated shipping rates, it costs only a few dollars more to expedite a shipment to the US as opposed to shipping it ground. Rather than inflate these costs, we pass the savings onto you. Overnight shipping is no longer offered as the costs have become prohibitive.
| SERVICE | STATE | TOTAL | RATE |
| GROUND | all states except AK + HI | 0-75.00 | 19.00 |
| 5 -10 business days | 75.01-224.99 | 22.00 | |
| 225.00+ | FREE! | ||
| EXPEDITED | all states except AK + HI | any value | 24.00 |
| 2-3 business days | |||
| AK, HI | any value | 35.00 | |
| OVERNIGHT | all states | n/a | |
| n/a | |||
| n/a | |||
| n/a |
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International Shipments + Rates
Shipping costs are based upon the total purchase price and the destination of the order. They include handling charges and reflect the fact that the goods are shipped from Calgary, Alberta. It doesn’t include, nor is FACE atelier responsible for, any duties, taxes or fees that may be levied by a particular country’s Customs or Health Department. Total shipping charges will calculate and display during checkout prior to the completion of your order. You will receive tracking information from FedEx. All international orders are shipped Expedited but we're unable to estimate the time it will take to receive your order. It differs from zone to zone and may be affected by delays due to customs and/or health department inspections. You will receive tracking information from FedEx. Countries within each shipping zone are listed below the rates table.
| SERVICE | COUNTRY | TOTAL | RATE |
| EXPEDITED | ZONE 1 | 0 - 99.99 | 40.00 |
| 100.00 + over | 45.00 | ||
| ZONE 2 | 0 - 99.99 | 55.00 | |
| 100.00 + over | 62.00 | ||
| ZONE 3 | 0 - 150.00 | 65.00 | |
| 150.01 + over | 72.00 | ||
| ZONE 4 | 0 - 150.00 | 75.00 | |
| 150.01 + over | 82.00 |
ZONE 1 - Andorra, Austria, Belgium, Denmark, Faeroe Islands, Finland, France, Germany, Great Britain, Greece, Greenland, Hungary, Switzerland, Ireland, Italy, Jan Mayen, Liechtenstein, Luxembourg, Malta, Mexico, Monaco, Netherlands, Northen Mariana Islands, Norway, Poland, Portugal, Puerto Rico, San Marino, Spain, Svalbard, Sweden, United Kingdom
ZONE 2 - Anguilla, Antigua + Barbuda ,Aruba, Bahamas, Barbados, Bermuda, British Virgin Islands, Dominica, Dominican Republic, Grenada, Guadeloupe, Haiti, Hong Kong, Japan, Jamaica, Korea, South Macau, Martinique Montserrat, Netherlands Antilles, Saint Vincent + the Grenadines, Singapore, Taiwan, Thailand, Trinidad + Tobago, Turks + Caicos, US Virgin Islands
ZONE 3 - Albania, Argentina, Australia, Bahrain, Bangladesh, Belarus, Belize, Bhutan, Bolivia, Bosnia + Herzegovina, Belarus, Belize, Bhutan, Bolivia, Brazil, British Indian Ocean Territory, Brunei Darussalam, Bulgaria, Chile, China, Christmas Island, Cocos (Keeling) Islands, Colombia, Comoros, Costa Rica, Croatia, Cyprus, Czech Republic, East Timor, Ecuador, Egypt, El Salvador, Estonia, French Guiana, Gibraltar, Guam, Guatemala, Guyana, Honduras, Iceland, India, Indonesia, Israel, Jordan, Kuwait, Laos, Latvia, Lebanon, Lithuania, Macedonia, Malaysia, Maldives, Moldova, Montenegro, Nauru, Nepal, New Zealand, Nicaragua, Oman, Pakistan, Panama, Paraguay, Peru, Philippines, Qatar, Romania, Russian Federation, Saint Helena, Saint Kitts + Nevis, Saint Lucia, Saint Pierre + Miquelon, Saudi Arabia, Serbia, Sierra Leone, Slovakia, Slovenia, North Korea, Suriname, Turkey, Turkmenistan, Ukraine, United Arab Emirates, Uruguay, Venezuela, Vietnam, Yemen
ZONE 4 - Algeria, American Samoa, Antarctica, Armenia, Azerbaijan, Benin, Botswana, Bouvet Island, Burkina Faso, Burundi, Cambodia, Cameroon, Cape Verde, Cayman Islands, Central African Republic, Chad, Congo, Cook Islands, Côte d'Ivoire, Democratic Republic of the Congo, Djibouti, Equatorial Guinea, Eritrea, Ethiopia, Falkland Islands (Islas Malvinas), Fiji, French Polynesia, French Southern Territories, Gabon, Gambia, Georgia, Ghana, Guinea, Guinea-Bissau, Heard Island +McDonald Islands, Ivory Coast, Kazakhstan, Kenya, Kiribati, Kyrgyzstan, Lesotho, Liberia, Libya, Madagascar, Malawi, Mali, Mauritania, Mauritius, Mayotte, Mongolia, Morocco, Mozambique, Namibia, New Caledonia, Niger, Nigeria, Niue, Norfolk Island, Papua New Guinea, Pitcairn Islands, Réunion, Rwanda, Samoa, Sao Tome + Principe, Senegal, Seychelles, Solomon Islands, Somalia, South Africa, South Georgia +the South Sandwich Islands, Sri Lanka, Swaziland, Tajikistan, Tanzania, Togo, Tokelau, Tonga, Tunisia, Tuvalu, Uganda, Uzbekistan, Vanuatu, Wallis + Futuna, Western Sahara, Zambia, Zimbabwe
RETURNS + EXCHANGES
Policies
Only full-sized product purchased on our website may be returned to FACE atelier for a refund under the conditions listed below. Samples are a final sale and may not be returned under any circumstances. There are no exceptions to the policy.
A full-size product may be returned within 30 days of purchase however refunds will not be given for any item that has been over-used.
Refunds will be given for the price of the products including sales tax as shown on the receipt, a copy of which must be enclosed upon return. Shipping and handling costs will not be refunded unless a return is due to our error, such as shipping the wrong product.
There are no exceptions made to the above-stated policies.
Return Process
Return shipping costs are paid by the purchaser. Please follow the simple instructions below to send us your return. You will be notified by email when your return has been received.
1. Contact Customer Service by email or call 1.403.441.7888 to receive authorization to make a return. Carefully repack the items with a copy of the invoice, email address and a note explaining what you’re returning and why.
2. If the original packaging isn't available, use a sturdy box or padded envelope to prevent damage in transit. If a product is damaged in transit when returned, you won't be eligible for a refund.
3. If you’re returning an item from the US or another country, you must describe the goods as “Used makeup - return”, and value at $0.05 each. Failure to do so may incur duties, taxes, brokerage fees and a disbursement bond fee for which you will be responsible.
4. Using USPS or Canada Post only, return to
FACE atelier Returns
Ste. 72086, 1600-90 Avenue SW
Calgary, AB Canada T2V 5A8
t 403.441.7888
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US + International Returns
If you’re returning an item from the US or another country, you must describe the goods as “Used makeup - return”, and value at $0.05 each. Failure to do so may incur duties, taxes, brokerage fees and a disbursement bond fee for which you will be responsible.
Refund Processing
If your return is accepted (i.e. not over-used), we will refund the purchase price to the credit card used to order the merchandise the price, including taxes but excluding shipping. It can take up to 30 days to process the return, credit your account and for the credit to appear on your credit card. Your return will be acknowledged by an email once received by FACE atelier.
We will notify you via e-mail once your return has been processed. Please note that your financial institution will take approximately seven business days to reflect this transaction. If you have any questions about your return, please contact Customer Service.
Exchanges
At this time, FACE atelier doesn't offer exchanges.
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MY ACCOUNT HELP
Registration
Registering at FACEatelier.com allows you to checkout faster and have an order history from the date of registration. Click here to register.
Password Problems
It's easy to reset or get a new password. Click here and we'll send you a new password you can change once you login.
Order History
Once you register at FACEatelier.com, you'll have a record of all your online purchases from that date. Very handy if you can't remember the name of your favorite eye shadow or which lipstick you bought for your mother's birthday! And Pros - you'll never have to ask for a receipt again. If you place an order by phone we're may not be able to add it to your order history. If you're already logged in, click here to access your order history.
Update Account Information
You've the option to update your account details whenever you login. If you're already logged in, click here to change your account information.
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PROMOTIONS + GIFT CERTIFICATES
Join the FACE Family
When you open an account or place an order, you can join the FACE family and receive occasional newsletters (we promise!) about promotions, exciting new products, press and other FACE news.
Promotional Codes
All promotional offers are accompanied by a promotional code. Your order must be placed within the time frame specified within any promotional offer and entered at time of purchase. You can verify that the promotion was successfully applied to your order on your Order Confirmation page. Promotions cannot be extended beyond the specified promotion period. There are no exceptions to this policy.
Gift Certificates
We think a FACE atelier Gift Certificate is a great present! Email us for for information.
MEDIA + MARKETING
Please email us regarding Media + Marketing enquiries.
WHOLESALE + DISTRIBUTION
Send us an email if you're interested in retailing FACE atelier or becoming a distributor.