Product Shipping Methods: Costs and Delivery Times

Shipping Costs (Italy) vary depending on the total amount of the order:

  • For orders with a total amount less than or equal to €35.89, the shipping cost is €5.90 (except during promotions or special offers);

  • For orders with a total amount equal to or greater than €35.90, shipping is free.

Shipping Costs (Abroad, all of Europe) vary based on the destination country and the total amount of the order:

  • SPAIN: For orders equal to or less than €29.99, shipping costs €4.90. For orders equal to or greater than €30, shipping is free.

  • UK: For orders equal to or less than €59.99, shipping costs €35. For orders equal to or greater than €60, shipping is free. Customs duties are excluded and are the customer’s responsibility.

  • GERMANY: For orders equal to or less than €35.89, shipping costs €10. For orders equal to or greater than €35.90, shipping is free.

  • ZONE 1 (Austria, Belgium, Croatia, Denmark, Finland, France, Greece, Ireland, Luxembourg, Netherlands, Portugal, Sweden): For orders equal to or less than €69.99, shipping costs €20. For orders equal to or greater than €70, shipping is free.

  • ZONE 2 (Bulgaria, Estonia, Latvia, Lithuania, Czech Republic, Poland, Romania, Slovakia, Slovenia, Hungary): For orders equal to or less than €69.99, shipping costs €20. For orders equal to or greater than €70, shipping is free.

  • ZONE 3 (Switzerland, Norway): For orders equal to or less than €59.99, shipping costs €30. For orders equal to or greater than €60, shipping is free. Customs duties are excluded and are the customer’s responsibility.

Shipping Times:

  • Preparation Time: 24 hours (business days)

  • Transport Time: 24/72 hours (business days)

  • Total Delivery Time in Italy: 48/72 hours (business days)

  • International Delivery Time*: Varies by country, from a minimum of 2 days to a maximum of 6 days (*excluding customs clearance where applicable).

PLEASE NOTE: For purchases made during specific periods characterized by high promotional activity and significant discounts, delivery within 48h/72h may not be guaranteed. In such cases, HCS Srl will strive to deliver within 14 days from the order date (and in any case no later than 30 days).

Orders are not prepared on Saturdays and Sundays. Orders received from Monday to Friday are processed on the same day or the next business day.

Defects, Non-Conformities, and Product Damage:

The Buyer, or the recipient of the Order, is invited to check the condition of the package and products upon delivery. In the case of package anomalies (damaged or opened package, traces of liquid, etc.) and/or issues with the products (missing, defective, or damaged), the Buyer or recipient must return the products to HCS Srl by following the procedures described below. Failure to follow the correct procedure excludes any claim against the carrier and/or HCS Srl, including the right to a refund or replacement.

Alternatively, the Buyer or recipient can contact Face D Customer Service to find out how to return damaged, non-conforming, and/or defective products. The procedure provided by Face D Customer Service must be followed; otherwise, the Buyer will not be entitled to any refund or replacement.

Procedures to follow in case of visible damage to the package for returning it to HCS Srl (in the presence of a courier representative, e.g., GLS):

  1. Refuse delivery and clearly and thoroughly write all reservations regarding the anomaly on the courier’s delivery document.

  2. Report the refused delivery to HCS Srl within 1 week via email (ecommerce@faced.com) or by calling +39 02/67078166 (Mon-Fri 9:00–13:00; 14:00–18:00).

Procedure for missing, damaged, or defective products:

Face D Customer Service may request information about the identity of the Buyer or recipient and carry out necessary checks. They will provide instructions on how to return the damaged/defective product or obtain missing products. Upon receiving the returned items, HCS Srl will verify the condition and compliance of the products.

If the verification is positive, HCS Srl will replace the defective/damaged/non-conforming item and send it back to the Buyer within 30 business days of receiving the return. Shipping costs will be fully covered by HCS Srl.

If a replacement is not possible within this timeframe, HCS Srl will notify the Buyer and refund the cost of the returned product(s) and any return shipping expenses (upon proof of payment by the Buyer).

If, after inspection, the products are deemed not defective/damaged/non-compliant, the Buyer will not be entitled to a refund, and the products will be returned with shipping costs charged to the Buyer.

Right of Withdrawal and Terms:

In accordance with Italian law (Art. 59(e) of Legislative Decree 21/2/2014), the Buyer may withdraw from the purchase contract within 14 working days from the date of receiving the goods, without penalties and without giving any reason, by contacting Customer Service.

To initiate a return, the Buyer must email ecommerce@faced.com indicating the order number (from the confirmation email) and the product(s) they wish to return.

By exercising the right of withdrawal under this clause, and following the correct return procedure, the Buyer may choose between:

  • A refund of the amount paid for the returned products, via credit card reimbursement or bank transfer;

  • A credit of the same value, usable only on Face D’s website.

Under Article 67, paragraph 3 of the Italian Consumer Code, return shipping costs are borne entirely by the Buyer.

HCS Srl will refund the full amount paid for the product within 14 days of receiving the return request form. HCS Srl may withhold the refund until it receives the returned goods or until the Buyer provides proof of shipment.

The refund will be issued via reversal of the charged amount on the credit card or bank transfer (IBAN details must be included in the return form).

Beyond the legal requirements, as an additional customer service, HCS Srl may evaluate returns of intact products even after 14 days but within 2 months, subject to Customer Service approval.

Products must be returned in essentially intact condition, including original packaging, accessories, usage instructions, and anything else provided. Parcels with postage due will not be accepted.

The Buyer and/or recipient must complete the Return Form, which will be emailed after contacting Customer Service, duly filled out and signed.

Liability:

The Buyer declares to have full legal capacity to enter into a purchase contract for products and/or services via the website under these General Terms and Conditions of Sale.

HCS Srl is not required to verify the legal capacity of site visitors and Buyers. In cases where a person without legal capacity (e.g., a minor) places an order, the responsibility lies with their parents or legal guardians. HCS Srl reserves the right to refuse such orders.