Shipping and returns

 

Methods of product shipping: costs and times

The shipping costs (in Italy) differ depending on the order total amount:

  • For orders whose total amount is up to €39.90, the costs will be €4.90 (except for any promotions or offers);
  • For orders whose total amount is €39.91 or over, shipping is free.

Shipping costs (abroad, throughout Europe) vary according to the country of destination and the total amount of the order:

ZONE 1 (Austria, Belgium, Croatia, Denmark, Finland, France, Germany, Greece, Ireland, Luxembourg, Netherlands, Portugal, United Kingdom, Spain, Sweden) - For orders up to €59.99, shipping costs will be €15. For orders whose amount is €60 or over, shipping is free.

ZONE 2 (Bulgaria, Estonia, Latvia, Lithuania, Czech Republic, Poland, Romania, Slovakia, Slovenia, Hungary) - For orders up to €59.99, shipping costs will be €18. For orders whose amount is €60 or over, shipping is free.

ZONE 3 (Switzerland, Norway) - For orders up to €59.99, shipping costs will be €20. For orders whose amount is €60 or over, shipping is free.

Shipping timeframes are as follows:

  • PREPARATION TIME: 24 hours (working days)
  • TRANSPORT TIMES: 24-72 hours (working days)
  • TOTAL DELIVERY TIMES IN ITALY: 48-72 hours (working days)
  • DELIVERY TIMES ABROAD*: vary depending on the country, from a minimum of 2 days to a maximum of 6 days (excluding customs operations, where applicable).

*delivery with DHL // UK, throughout Europe, delivery with DHL

  • Please note: For purchases made in specific periods characterised by heavy promotions and high discount percentages, delivery may not be guaranteed in 48-72 hours. In these cases, HCS srl undertakes to ensure delivery within 14 days from the date of receipt of the order (and in any case not later than 30 days) as far as possible. 

Orders are not prepared on Saturdays and Sundays, while all orders received from Monday to Friday are processed on the same day or the following working day. 

Defects, non-conformities, and damage to products:

The Purchaser, or the recipient of the Order, is invited to check the state of the package and the products at the time of delivery. In the event of any anomalies with the package (damaged or opened package, traces of liquid, etc.) and/or of the products ordered (products which are missing, defective or damaged), the Purchaser or the recipient of the Order will need to return the products to HCS srl following the procedures described below. Failure to comply with the correct procedure excludes any recourse against the carrier and/or HCS srl, including the right to refund of the Order and/or return of the ordered products. The Purchaser or the recipient of the Order may alternatively call Face D Customer Service to find out how to return the damaged, non-conforming and/or defective product(s). The procedure for returning damaged, non-conforming and/or defective products that will be indicated by Face D Customer Service must be followed by the Purchaser. Otherwise, the Purchaser may not claim any refund or replacement of the products in question.

Procedures that must necessarily be followed in case of evident damage of the package for its return to HCS srl: In the event of an anomaly detected in the presence of a person from the express courier shipment company (GLS).

  • Reject the delivery and write on the courier’s document all the reservations concerning the anomaly in a clear and detailed manner;
  • It is necessary to send afterwards (within 1 week) a report about the refused collection to HCS srl by e-mail (ecommerce@faced.com) or by calling 02/67078166 (Mon-Fri 9:00 a.m.-1:00 p.m.; 2:00 p.m.-6:00 p.m.).

Procedure that must be followed in case of a missing, damaged, or defective product: Face D Customer Service may ask for information regarding the identity of the Purchaser or the recipient of the Order and perform any verification that may be useful. Face D Customer Service will instruct the Purchaser or the recipient on how to return the damaged or defective product or how to obtain the missing products. Once the products have been received, HCS srl will check that these products are actually faulty, damaged or do not correspond to the description provided on the website. If this verification is positive, HCS srl will replace the faulty, damaged, or non-compliant product and will send it to the Purchaser as soon as possible and in any case within 30 (thirty) working days from the receipt of the products. Shipping costs shall be paid in their entirety by HCS srl. In the event that HCS srl is unable to replace the products within the above-mentioned term, HCS srl shall immediately inform the Purchaser at the e-mail address indicated at the moment of the purchase registration and refund the Purchaser for the cost of such products and shipping costs if the Purchaser provides proof of the cost incurred to return the products. The refund of the amount will be made by HCS srl with the modalities chosen at its discretion in the shortest time possible, and in any case within 30 (thirty) working days from the date in which the products will be received. In the event that, after examining the returned products, HCS srl reasonably considers that the products cannot be considered faulty, damaged, or not in conformity with the description on the website, the Purchaser will not be entitled to a refund and the products will be returned to it, with shipping costs charged to the Purchaser.  

Right and terms for the exercise of withdrawal:

According to the provisions of the law (Article 59 paragraph E of the Legislative Decree of 21/2/2014), the Purchaser may, within the period of 14 (fourteen) working days from the date of receipt of the package containing the goods ordered, withdraw from the purchase contract without penalty and without any reason by contacting the customer service. To make the return, the Purchaser may send an email to ecommerce@faced.com specifying in the subject the reference order number received in the confirmation email and all the details of the product he wants to return. The Purchaser, exercising the right of withdrawal under this article, within the terms and in the manner described below for the return of products, may obtain at its discretion:

  • the refund of the amount paid for products returned to the central warehouse, by re-crediting the relative amount on its credit card or by bank transfer.
  • the crediting of an amount equal to the price of the products returned to the central warehouse, which can only be used on Face D’s website.

Pursuant to Article 67, paragraph 3 of the Italian Consumer Code, the costs of return shall be borne exclusively by the Purchaser. HCS srl shall refund the customer the full amount already paid for the product within 14 days of receipt of the return form containing the decision to exercise the right of withdrawal. HCS srl may withhold the refund until it has received the goods or until the purchaser has demonstrated having returned the goods. Refunds shall be made by cancelling the amount charged to the credit card or by bank transfer using the bank details (IBAN code of the invoice holder) provided by the Purchaser on the Return Form. In addition to the provisions of the law and in order to provide an additional service to its customers, HCS srl may take into consideration the products returned, intact in all its parts, including within a period longer than 14 days but less than 2 months. In order to take advantage of this extension of the right of withdrawal, however, it is necessary to have the authorisation of the Customer Service department. The products must be returned to HCS srl substantially intact, with their original packaging, accessories, instructions for use and anything else supplied along with them, in such conditions that they can be placed back on sale. Please also note that packages sent at the recipient’s expense will not be accepted. The Purchaser and/or the recipient of the Order must necessarily fill in the appropriate Return Form, received by email after contacting customer service, duly completed, and signed as indicated.

Liability:

The Purchaser declares to have full capacity to act and enter into a contract for the purchase of products and/or services on the website on the basis of these General Terms and Conditions of Sale. HCS srl shall not be required to verify the legal capacity of Face D’s website visitors and purchasers. In the event that a person without legal capacity (such as a minor) should place an Order on Face D's website, HCS srl may refuse to accept the Order, notwithstanding that the person’s parent or legal guardian is responsible for the Order and payment.