Reviews show a range of consumer experiences with Facetheory. Many customers report positive results, fast delivery and helpful customer service, and some appreciate ingredient transparency and routine options. At the same time multiple reviewers describe issues after a packaging change (dispensing problems, oxidation), allergic reactions or formula adjustments, and a minority report slow refunds or unclear explanations. If you are considering Facetheory, check ingredient lists, patch-test new products, and review the company’s returns and refund policies before buying. Contact customer support with specific product or order concerns and keep records if you need to follow up.
Examples from available reviews (Dec 2021 – Feb 2026).
Long-term use improved skin, products are effective and gentle.
“the difference in my skin is amazing.”
New tubes caused eye and facial irritation and product greying.
“my face and especially eyes were red, stinging and the eye lids developed a crust.”
Refunds delayed extensively and customer service responses were unsatisfactory.
“FT are not processing refunds”
Hyaluronic serum feels tacky on application and advice conflicted.
“it feels tacky/sticky.”
Customers report prompt deliveries and helpful, flexible support in many cases; others describe refund delays, unhelpful replies and lost benefits.
Some reviewers note reasonable prices, long-lasting formulas and bundle discounts; others complain about wasted product, perceived price rises or lost loyalty value.
Users praise an easy website and pleasant textures for some items, while many highlight packaging changes, sticky textures and difficult-to-dispense tubes.
Numerous customers report effective results (hydration, clarity, SPF); a sizeable group reports allergic reactions, ingredient or formula changes and quality concerns.
Several reviews describe responsive, helpful replies and exchanges; others report inconsistent advice, unclear explanations and slow or missing updates.
Overall impressions are split: many loyal customers recommend the brand for results and service, while others have stopped buying over allergies, packaging or policy issues.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Collected.reviews (1) · Quotes shortened · As of: February 2026
New tube packaging overflows, caps flimsy, wastes product.
“the new tube packing is absolutely HORRENDOUS!”
Longtime user loves products but dislikes the new tube packaging.
“I hate the tubes! I miss the glass jars that would sit on my shelf!”
Customer service processed refunds extremely quickly and values feedback.
“they sent me a refund within 15 minutes!”
Early use led to clearer, smoother, more supple skin.
“skin is clearer and smoother, more supple.”
Products delighted reviewer and visibly improved skin issues.
“Skin issues visibly improved.”
Cleanser and eye cream seem more watery and eye cream less full.
“The cleanser and eye cream seem more watery than last time.”
Affordable routine lasts months and improves pigmentation and fine lines.
“it’s helped loads with pigmentation and fine lines.”
Products are lovely and suit the reviewer's sensitive skin.
“Lovely products for my sensitive skin.”
Reviewer finds packaging awful and won't reorder after current products.
“Packaging is awful. Please go back to how it was.”
Aluminium tubes are difficult to empty, form sharp edges, and waste product.
“The aluminium tubes are awful!”
New tubes make extracting remaining product difficult for arthritic fingers.
“I struggle getting the last bit of product out of the tubes due to arthritic fingers.”
Blemicalm has a beautiful, elite formula and reviewer returned to it.
“The blemicalm is a beautiful formula.”
Eye cream residue and a tube defect caused product loss and dissatisfaction.
“half the contents flew out and there was no way of stopping it”
Great products and service; skin feels and looks great.
“Great products and service. Skin feels and looks great.”
Easy to buy with helpful product descriptions.
“Easy to buy and helpful descriptions”
Highly recommends products but dislikes tube packaging and heavy keys.
“I loathe the tubes”
Reliable brand with prompt replies, deliveries, and good customer service.
“Always prompt with queries, prompt with deliveries”
Products last a long time and reviewer loves eye creams and moisturizers.
“They last for quite awhile.”
Products are lovely but new tubes make it hard to get product out.
“Hard to get the products of the tubes.”
Happy with purchase; product working, good service and quick delivery.
“Very happy with my purchase from Facetheory”
Products were good but new metal tube packaging is difficult and unhygienic.
“the packaging is really really bad!”
Packaging change caused serious allergic reactions and unpleasant effects.
“serious allergic reactions and suffered red blotches and burning itchy skin.”
Long-term use improved skin, products are effective and gentle.
“the difference in my skin is amazing.”
Order arrived quickly; Glow-C moisturiser hydrates without tackiness.
“The Glow-C moisturiser is smooth and easy to apply”
Reviewer likes the face cream's light feel and SPF.
“Like the light feel of the face cream and that it has SPF”
Daily and night moisturisers caused itching and roughness.
“They make my skin itch and feel rough.”
New tubes caused eye and facial irritation and product greying.
“my face and especially eyes were red, stinging and the eye lids developed a crust.”
Hyaluronic serum feels tacky on application and advice conflicted.
“it feels tacky/sticky.”
Ambassador lost points and codes after rebrand, felt unfairly treated.
“The company rebranded and stripped me of those points without explanation.”
Glass jars allowed full use; new tubes yield less product.
“clearly getting a lot less for the price”
Metal tube split; cleanser oxidised and customer service was unhelpful.
“Emailed customer service and was just told I had not rolled the tube properly!”
Customer service resolved delivery failure by Royal Mail.
“Amazing customer service after Royal Mail failed to deliver some items to me”
Team was helpful and responded very quickly to queries.
“Really helpful team and super quick answering queries.”
Company described as generous and caring; reviewer recommends products.
“The most generous and caring company and brand I have ever met.”
Eye cream helps dark circles but wastes product on first opening.
“when you first open the eye cream, so much of the product comes out”
Customer service confirmed ingredient change and promptly refunded unopened tube.
“contacted customer services who confirmed the change and then promptly refunded me”
Refunds delayed extensively and customer service responses were unsatisfactory.
“FT are not processing refunds”
Clear routine quickly calmed acne; reviewer is very satisfied.
“the Facetheory Clear routine has very quickly calmed my skin.”
Website was easy to use with detailed product information.
“Fabulous Website, easy to use, detail on each product and when/ what you can use each product with.”
Customer service exchanged product and helped find suitable retinol strength.
“they went above and beyond by giving me the option to exchange the product for *anything* from their range.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
Facetheory is a UK-based direct-to-consumer skincare brand known for selling ingredient-driven products such as cleansers, serums and moisturisers through its website. The company emphasizes ingredient transparency and offers a range of actives and routine-building options for consumers looking to target specific skin concerns. Facetheory ships internationally and positions itself around clear product information and online sales.