Using facetheory since 19’ it was only when they changed the product and the packaging and tried to gaslight me that the microbeads were just part of the product formation over time and then the email... Zobacz więcej
Reakcja na opinię
Chociaż nie weryfikujemy konkretnych wypowiedzi, ponieważ opinie recenzentów są ich własnymi opiniami, recenzje mogą zostać oznaczone jako „Zweryfikowane”, jeśli uda nam się potwierdzić, że doszło do rzeczywistej interakcji biznesowej. Dowiedz się więcej
Aby chronić integralność platformy, każda recenzja na naszej platformie—zweryfikowana lub nie—jest sprawdzana przez nasze oprogramowanie działające w trybie 24/7. Technologia ta została zaprojektowana w celu identyfikowania i usuwania treści, które naruszają nasze wytyczne, w tym recenzji, które nie opierają się na prawdziwym doświadczeniu. Zdajemy sobie sprawę, że możemy nie wychwycić wszystkiego, dlatego możesz oflagować wszystko, co według Ciebie mogliśmy przeoczyć. Dowiedz się więcej
Zobacz, co mówią recenzenci
The sporadic discount codes are much appreciated. Love all the products but my favourite seems to be discountinued, the face and body oil, I loved it. Anyway, well done, great stuff.
Four stars because since they have changed packaging of creams to tubes i absolutely not like it at all and really considering buying moisturizers from elsewhere. It's not only terrible to manage the... Zobacz więcej
Reakcja na opinię
Sto usando da tempo il siero viso Facetheory per pelle sensibile e sono pienamente soddisfatto dei risultati. È efficace ma non aggressivo, si assorbe subito e si integra alla perfezione con la mia ro... Zobacz więcej
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Informacje dotyczące firmy
Napisane przez firmę
Skincare with integrity. For real skin, real results. Born in Sheffield in 2013, we’ve spent over a decade formulating affordable, vegan, science-backed skincare that meets real needs with real results. Our customers are smart, savvy, and skin-literate—and they expect more. So do we. Our active-rich formulas combine potent ingredients and plant-based care to treat ever-changing skin needs. From beginner-friendly essentials to high-performance actives, every formula is designed with intention—engineered to do more in fewer steps. We’re a certified B-Corp and Leaping Bunny approved. Every decision—from in-house formulation to packaging—is rooted in ethical responsibility and transparency. Because great skincare shouldn’t cost the earth. B-Corp Leaping Bunny PETA British Made Carbon Neutral Shipping
Dane kontaktowe
Eagle Wharf Road, N1 7ED, London, Zjednoczone Królestwo
- help@facetheory.com
- facetheory.com
4,0
Dobra
6 tys. recenzji
Odpowiada na 100% z negatywnych recenzji
Zwykle odpowiada w ciągu 1 tygodnia
Jak firma korzysta z Trustpilot
Dowiedz się, w jaki sposób pozyskiwane, oceniane i moderowane są ich recenzje i oceny.
I’ve been using this brand about a year…
I’ve been using this brand about a year now, and I can honestly say it’s the best affordable skincare I’ve tried. I’m usually sensitive or reactive especially to new products but have not had anything with this. My whole routine is now from here, including primer and powder for make up. I’ve also noticed a big difference in lines and texture of my skin. Delivery is always really quick which is a bonus if you run out. Only downside is products can be out of stock for a while so stock up
18 sierpnia 2025
Opinia niezależna
Odpowiedź od Facetheory
Hi Leanne,
Thank you so much for taking the time to share your experience! We’re delighted to hear that our products have become such a reliable part of your skincare and makeup routine, especially given your sensitivity concerns. It’s wonderful to know you’ve noticed visible improvements in your skin’s texture and lines—that’s exactly the kind of confidence boost we love to help with.
We’re also glad our fast delivery has made things easier for you. We completely understand the frustration with items going out of stock, and we’re working hard behind the scenes to keep up with demand so your favourites are always available when you need them.
We truly appreciate your support after a year with us, it means a lot!
Thanks
Facethoery Team
Really love these products but I do not…
Really love these products but I do not like the new packaging, as many people have mentioned. It’s hard to define how much is coming out of the tube, plus the small screw lids are fiddly.
I am still waiting for a reply from the company around the Retinol 2% and 3% moisturisers, where I have explained my skin type and asked which would be best for my skin - maybe they will reply to this instead…
Hi face theory team, thank you for your response to my review above. I have checked all of my email folders including spam, as you’ve requested me to do, but I cannot see any replies from you. Please can you resend this email that you sent me, which shows the day it was sent to me, on 15/8. Many thanks.
11 sierpnia 2025
Opinia niezależna
Odpowiedź od Facetheory
Hi Amelia,
Thank you so much for your kind words about our products and for taking the time to share your feedback about the packaging, we truly appreciate hearing your thoughts, as it helps us make improvements.
Regarding your query about the Retinol 2% and 3% moisturisers, our Customer Support team did reply to your email on 15/08/2025. If you haven’t seen the response yet, please could you check your spam or junk folder, as sometimes emails can end up there by mistake? If you’re still unable to locate it, feel free to reach out again and we’ll be more than happy to resend the advice.
Thank you again for your support and for being part of our community!
Thanks
Facetheory Team
Love the Glow C Cream now trying the…
Love the Glow C Cream now trying the cleanser. Good packaging Not too keen on the screw top lid.
14 sierpnia 2025
Opinia niezależna
Odpowiedź od Facetheory
Hi Dawn,
Thank you so much for sharing your feedback! We’re delighted to hear that you’re enjoying the Glow C Cream and now exploring the cleanser too. We really appreciate your comment about the packaging design, your thoughts on the screw-top lid are very helpful and will be passed along to our team. Your support means a lot to us, and we can’t wait to hear how you get on with the cleanser!
Thanks
Facetheory Team
I really love this products
I really love this products, price and quality. I’ve bought serum and cleanser and it’s work on my problematic skin, so I would buy it again definitely! I love ingredients and I couldn’t imagine that you can get decent product for this price especially serums which my absolutely love.
10 czerwca 2025
Opinia niezależna
Odpowiedź od Facetheory
Hi Victoria,
Thank you so much for your kind words! We’re thrilled to hear that you’re enjoying our serum and cleanser and that they’ve been working well for your skin. It’s wonderful to know you appreciate both the quality and value of our products. We’re so glad the ingredients and results have made a difference for you, and we can’t wait to welcome you back for your next purchase!
Thanks
Facetheory Team
Odpowiedź od Facetheory
Hi Paramjeet,
Thank you so much for your kind words and support! ❤️ We’re thrilled to hear you love our products ,it truly means the world to us. We can’t wait to keep bringing you more that you’ll enjoy!
Thanks
Facetheory Team
Great products, but overpriced, terrible delivery and packaging
I have been using Face Theory products for many years. At first, the prices were affordable and the shipping was impeccable, but now some products cost nearly €50 (which is far from affordable) and deliveries take 10 to 14 days (longer than Shein from China!). I feel let down by the brand.
I would also like to add that the products are often out of stock for weeks or even months, and the new packaging is awful. A grey mass forms from the reaction between the metal and the cream, a lot of product is lost, and so on.
10 sierpnia 2025
Opinia niezależna
Odpowiedź od Facetheory
Hi Helena,
Thank you for being a loyal Face Theory customer over the years and for sharing your honest feedback — we truly appreciate it. We’re very sorry to hear that your recent experiences have fallen short of the high standards you’ve come to expect from us.
We understand your concerns about pricing. Over the past few years, the cost of sourcing high‑quality, ethically produced ingredients and sustainable packaging has increased, but we always strive to keep our products as affordable as possible without compromising quality. That said, we are constantly reviewing our pricing structure to ensure we remain great value for our customers.
Regarding delivery times, stock availability, and the new packaging — we recognise these have caused frustration. We are actively working with our supply chain and fulfilment teams to reduce lead times, improve stock consistency, and resolve the packaging issue you’ve described, including reviewing the metal container reaction you mentioned. Your feedback has been shared with our product development team to help us address this quickly.
Thank you again for your feedback — it helps us improve.
Facetheory Team
I love the products but why is the site…
I love the products but why is the site SO GLITCHY?!!!! It’s so annoying when trying to pay and it wasn’t my device because it was the same on all devices mannnnn please fix it so I can use PayPal!! 🙏
7 sierpnia 2025
Opinia niezależna
Odpowiedź od Facetheory
Hi Ayesha,
Thank you for your kind words about our products and for taking the time to share your feedback about our website. We’re really sorry to hear that you’ve experienced glitches when trying to pay, especially with PayPal — we know how frustrating that must be.
Please rest assured that our team is already looking into the issue to get it resolved as quickly as possible so your checkout experience is smooth on any device. We truly appreciate your patience and for bringing this to our attention.
Thanks again for your support,
Facetheory Team
Great customer service
It’s a little hard to find the right page on the website but when you find the support page and email address you will find a responsive, kind, personal and well organised team waiting to ensure they can help you with your concern. First class customer service.
On top of that, their products are amazing, with gentle and lightweight formulas and good SPF too. GREAT ETHICAL UK COMPANY Well done to all!
4 sierpnia 2025
Opinia niezależna
Odpowiedź od Facetheory
Hi Michele,
Thank you so much for taking the time to share your experience and for your kind words! We’re delighted to hear that our customer service team could assist you so well—we take pride in providing support that is helpful, attentive, and personal.
We do appreciate your feedback about finding the right page on our website, and we’ll certainly take this on board as we continually strive to make every part of your journey with us as smooth and welcoming as possible.
It means the world to us to know you’re enjoying our products and value our commitment to gentle, effective formulations with strong ethics at heart. Thank you for being a part of our community and for your wonderful support, we truly couldn’t do this without you!
Thanks
Facetheory Team
Packaging needs a rethink
FT is one of my go to companies for fairly priced, excellent skin care. However the new packaging is awful. Difficult to store. Difficult to use the cap in the shower. Unless it changes, I’m not sure it’s worth it anymore. Sad to hear about the financial situation and acquisition. Difficult to know if this will be a good thing for the brand. Fingers crossed… time will tell.
6 sierpnia 2025
Opinia niezależna
Odpowiedź od Facetheory
Hi Sheila,
Thank you very much for your kind words and loyalty to Facetheory as one of your go-to brands. We truly appreciate your support during this time.
The new owner, Esselle Ltd, is excited to take the business forward and continue to offer the high-quality, sustainable skin care products which you have come to expect.
We completely understand your concerns about the new packaging and the difficulties you mentioned with storage and using the cap in the shower. Please be assured that we are already reviewing our packaging design and functionality to address these issues and improve the user experience. We hope these changes will reassure you about the future of the brand amid recent changes. Your feedback is invaluable to us, and we are committed to making things better.
Thanks
Facetheory Team
Last order from facetheory as the tubes are AWFUL
Sadly I have just made my last order from facetheory. I have been using the products for ages and really like them. I just ordered a serum to see me to the end of the moisturisers I currently have as I LOATHE the new tubes. They are harder to store, look unsightly left out, don’t stand up obviously once they have been started and I have to actually pay for a key to get at all the product and there is quite a lot of waste left in the tube even with the key (I bought one before I thought it through) I not sure why I am paying for something to get at something I have paid for. I have found another company still using jars who also offers a reduction on refills so I will be moving to them. I am not sure what has happened but I don’t seem to be alone in this view about the tubes.
3 sierpnia 2025
Opinia niezależna
Odpowiedź od Facetheory
Hi Jane,
Thank you so much for taking the time to share your feedback and for your loyalty to Facetheory products over the years. We’re truly sorry to hear of your disappointment with our new tube packaging, and we completely understand your concerns regarding usability, storage, and the need for accessories like the key. Your comments are invaluable, and we want you to know that we are actively reviewing the current packaging to address these issues and improve the experience for our customers.
Your feedback, along with that of others, plays a crucial role in how we move forward with our packaging decisions. We really appreciate your honesty and will ensure your insights are shared with our product development team.
If you have any further suggestions or would like to discuss this in more detail, please do reach out to our customer service team at help@facetheory.com.
Thank you again for your support and for sharing your thoughts.
Facetheory Team
Great products, bad packaging
Great products, but as many already said - I stopped using them because of the terrible new packaging. Gunk build up and a mess in my bathroom cupboard… Also my boyfriend kept mixing up my moisturiser with his because the labels are very similar. Before, it was easy to grab the right jar because of the different vibrant colours. I really hope the old packaging will come back 🙏
4 sierpnia 2025
Opinia niezależna
Odpowiedź od Facetheory
Hi Justina,
Thank you so much for taking the time to share your honest feedback. We're truly glad to hear you love the products, but we’re sorry to learn that the new packaging has been frustrating. We appreciate you highlighting the issues with buildup, confusion between products, and the loss of the vibrant colour coding.
Please know that we are actively reviewing our packaging based on feedback like yours. Customer experience is extremely important to us, and your input will help guide our next steps. In the meantime, thank you for your patience and for being part of our community. If there’s anything else you’d like to share or suggest, we’re always here to listen!
Thanks
Facetheory Team
Never had an issue!
Really nice stuff! fairly priced! no nasty ingredients inside. They regularly have discounts and offers on making it even more affordable. As someone with sensitive skin I have never had a problem! Aslong as you select products that help YOUR skin type you can’t go wrong!
3 sierpnia 2025
Opinia niezależna
Odpowiedź od Facetheory
Hi Charlotte,
Thank you so much for your wonderful review! We're thrilled to hear that our products have worked well for your sensitive skin and that you appreciate our fair pricing and regular discounts. We truly believe in offering high-quality, safe ingredients tailored to different skin types, so it's great to know you're happy with your choices. Your feedback means a lot to us, and we look forward to continuing to support your skincare journey!
Facetheory Team
Odpowiedź od Facetheory
Hi Fabrice,
Thank you for your kind feedback and for trusting us based on your friend’s recommendation. We’re glad your wife had a good experience! Please feel free to reach out anytime if you need further assistance. We truly appreciate your support!
Facetheory Team
New packaging has spoilt it.
Used them for several years, but the new packaging has put me right off. Have preserved through a couple of tubes, but they're just not as nice to use as the glass jars before. Looking elsewhere now.
29 lipca 2025
Opinia niezależna
Odpowiedź od Facetheory
Hi Sean,
Thank you for your honest feedback and for being a loyal customer over the years. We’re sorry to hear that you’re not happy with our new packaging. We made the change to improve sustainability and durability, but we understand that it can affect the user experience. We appreciate your patience in trying our products with the new tubes and will share your concerns with our product team as we strive to make improvements. If there’s anything we can do to assist you further or if you’d like to share more detailed feedback, please don’t hesitate to reach out. Your satisfaction is very important to us.
Thanks
Facetheory Team
What's going on with Facetheory
What's going on with Facetheory? The Company is under evaluation? At 9th of July I ordered some products,it never arrived,and I got an email that Facetheory has financial issues and I never going to get my products,and I should claim my money back through the bank.The website is running like everything is ok.
29 lipca 2025
Opinia niezależna
Odpowiedź od Facetheory
Hi Nika,
Thank you for your feedback and for sharing your experience. We sincerely apologise for the inconvenience and frustration caused by the recent disruption.
To clarify, on 16th July 2025, Facetheory was
acquired by Esselle Limited. Esselle is excited to take the business forward and continue to offer the high-quality, sustainable skin care products which you have come to expect.
Agden Consulting Ltd, the previous company
behind FaceTheory, entered administration. As a result, a small number of parcels which Agden Consulting distributed were disrupted during this process and not delivered.
We have reached out directly to every customer
whom we know was affected. If you believe your order was disrupted and haven't received our emails, please don't hesitate to contact us directly at help@facetheory.com.
We truly appreciate your patience and hope this information helps clarify the situation. If you have any further questions or need assistance, please don’t hesitate to reach out.
Thanks
Facetheory Team
I used to really like facetheory…
I used to really like facetheory products, but these new metal tubes are horrible. I get a disgusting black gunk building up around the nozzle. Seems to be a reaction between the product and the metal. I've noticed they've discontinued the gel-free moisturiser and now don't stock it's replacement. The product was good, it's the tube that is bad. Desperately looking for a good replacement. My skin is sad.
28 lipca 2025
Opinia niezależna
Odpowiedź od Facetheory
Hi G,
Thank you for sharing your experience with FaceTheory. We truly appreciate your loyalty to our products over time and are sorry to hear about the issues you've encountered with the new metal tube packaging, especially the buildup around the nozzle and its impact on your skincare routine. We want to assure you that we are already actively looking into improving the packaging to address these concerns and enhance user experience. Regarding the gel-free moisturiser and its replacement, we understand the frustration when favorite products are discontinued or out of stock, and we are working to improve availability and alternatives. Your feedback is very important in helping us make these improvements, and we hope to restore your confidence in our brand soon.
Thanks
Facetheory Team
L’entreprise est en redressement…
L’entreprise est en redressement judiciaire depuis le 16 juillet. Ne faites pas de commande, vous ne recevrez rien et en plus vous ne serez pas remboursé !
Attention car aucune communication n’est faites sur leur site
15 lipca 2025
Opinia niezależna
Odpowiedź od Facetheory
Bonjour,
Merci pour votre retour et pour avoir partagé votre expérience. Nous vous prions de nous excuser pour la gêne occasionnée et la frustration causée par cette récente perturbation.
Pour clarifier les choses, le 16 juillet 2025, Facetheory a été rachetée par Esselle Limited. Esselle est ravie de poursuivre son développement et de continuer à proposer les produits de soins de la peau durables et de haute qualité que vous attendez.
Agden Consulting Ltd, l'ancienne société à l'origine de FaceTheory, a été placée sous administration judiciaire. Par conséquent, un petit nombre de colis distribués par Agden Consulting ont été perturbés pendant cette période et n'ont pas été livrés.
Nous avons contacté directement chaque client que nous connaissons comme étant concerné. Si vous pensez que votre commande a été perturbée et que vous n'avez pas reçu nos e-mails, n'hésitez pas à nous contacter directement à l'adresse help@facetheory.com.
Nous vous remercions sincèrement de votre patience et espérons que ces informations vous aideront à clarifier la situation. Pour toute question ou assistance, n'hésitez pas à nous contacter.
Facetheory Team
Soy una clienta findelizada
Soy una clienta findelizada. He utilizado productos de marcas mucho mas cara y ninguna deja mi piel (delicada con alergia al sol) como los productos de FT. Las entregan se demoran un poco pero seguiré usando los productos. Una seguridad, despues de tantos años de lucha con mi piel.
27 lipca 2025
Opinia niezależna
Odpowiedź od Facetheory
Hola Ramona,
¡Muchísimas gracias por tu sincera reseña! Nos sentimos muy honrados de habernos ganado tu fidelidad, especialmente considerando tu piel sensible y tus dificultades pasadas. Es muy importante saber que nuestros productos te brindan el cuidado y la tranquilidad que has buscado durante tantos años. Agradecemos tu paciencia con los plazos de entrega y siempre trabajamos para mejorar tu experiencia. ¡Nos comprometemos a acompañarte en cada paso del camino!
Facetheory Team
Keine Lieferung erhalten
Ich habe Anfang Juni eine vollständig bezahlte Bestellung bei Facetheory (über facetheory.com) aufgegeben. Die Ware wurde jedoch nie geliefert. Auf Nachfrage erhielt ich eine E-Mail von Facetheory, in der mir mitgeteilt wurde, dass der Kaufvertrag angeblich nicht mit Facetheory, sondern mit einem verbundenen Versandunternehmen zustande gekommen sei – und dieses Unternehmen befinde sich nun in der Insolvenzverwaltung.
Zitat: We’re truly sorry to inform you that your most recent order will not be delivered. Unfortunately an affiliated company used for our deliveries has gone into administration.
Die Rückerstattung wurde mit Verweis auf diese Situation abgelehnt. Für eine Rückforderungen solle ich mich direkt an die Insolvenzverwalterin von Agden Consulting Ltd. wenden.
Diese Information wurde in einer E-Mail vom Facetheory-Team mitgeteilt.
Dabei ist aus Sicht des Verbraucherschutzes eindeutig:
Der Vertrag wurde über die Website facetheory.com geschlossen, das Unternehmen hat die Zahlung entgegengenommen und ist somit rechtlich zur Lieferung oder Rückzahlung verpflichtet – unabhängig von internen Konzernstrukturen oder ausgelagerten Dienstleistern.
Die Trennung zwischen Facetheory und einem Versanddienstleister wurde zum Zeitpunkt des Kaufs nicht offen kommuniziert. Der Kunde hatte keine Möglichkeit zu erkennen, dass er mit einem Drittunternehmen einen Vertrag abschließt.
Ich habe nun einen PayPal-Käuferschutzfall eingeleitet und behalte es mir vor den Vorgang an die Verbraucherzentrale zu melden.
Fazit: Aktuell nicht empfehlenswert. Wer bestellt, muss damit rechnen, dass bei Problemen keine Verantwortung übernommen wird – trotz eindeutiger Rechtslage.
25 lipca 2025
Opinia niezależna
Odpowiedź od Facetheory
Hallo Annabella,
Vielen Dank für Ihr Feedback und dafür, dass Sie uns Ihre Erfahrungen mitgeteilt haben. Wir entschuldigen uns aufrichtig für die Unannehmlichkeiten und den Ärger, die durch die jüngste Störung entstanden sind.
Zur Klarstellung: Am 16. Juli 2025 wurde Facetheory von Esselle Limited übernommen. Esselle freut sich darauf, das Geschäft weiterzuführen.
Wir werden weiterhin die hochwertigen, nachhaltigen Hautpflegeprodukte anbieten, die Sie gewohnt sind.
Agden Consulting Ltd, das frühere Unternehmen hinter FaceTheory, hat Insolvenz angemeldet. Infolgedessen wurden einige wenige Pakete, die Agden Consulting verschickte, während dieses Prozesses gestört und nicht zugestellt.
Wir haben alle betroffenen Kunden direkt kontaktiert. Wenn Sie glauben, dass Ihre Bestellung gestört wurde und unsere E-Mails nicht erhalten haben, zögern Sie bitte nicht, uns direkt unter help@facetheory.com zu kontaktieren.
Wir danken Ihnen für Ihre Geduld und hoffen, dass diese Informationen zur Klärung der Situation beitragen. Wenn Sie weitere Fragen haben oder Hilfe benötigen, wenden Sie sich bitte jederzeit an uns.
Vielen Dank
Facetheory Team
Bought cleanser
Bought cleanser, toner and moisturiser for first time to see if it would help my acne. Turns out I must be allergic to something in it. Face is all red and so very itchy. So disappointed.
1 lipca 2025
Opinia niezależna
Odpowiedź od Facetheory
Hi Susan,
Thank you for your feedback. We're very sorry to hear that the cleanser, toner, and moisturiser caused redness and itching for you. It sounds like you may be experiencing an allergic reaction, and we truly regret the discomfort this has caused. We appreciate you giving our products a try, and your experience is important to us.
We would love to help you further and find a solution. Please contact our Customer Care team at help@facetheory.com, so we can better understand your situation and assist with a possible refund, exchange, or recommendations for products better suited to your skin. Your well-being is our priority, and we’re committed to making this right. Thank you again for sharing your experience.
Thanks
Facetheory Team
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