Quick answers about consultations, products, delivery and returns. Can't find what you need? Email info@thefaceface.com.

Skin consultations and treatments

What is an online skin consultation and how does it work?

An online skin consultation is a 60-minute video session with Tatiana Goller, a CIDESCO-qualified beautician. We go through your current skincare, identify what suits your skin and what to replace, and build a routine you can follow. You also learn how and when to use each product. Consultations are available in English and Russian and cost €100.

How do I book a consultation?

Book directly on the Online Skin Consultation page of our website and choose a time that suits you. You will receive a confirmation by email.

Do you offer treatments in person?

Yes. We offer non-invasive facial treatments in Berlin, including a 90-minute first touch ritual, ClioneFit Test & Glow, Energy Revolves facial massage and a prebiotic treatment for rosacea and redness-prone skin. See the Treatments collection for durations and prices.

Choosing products

How do I know which products suit my skin?

Use the filters on the All Products page to narrow by skin type, concern, age and application area. If you are unsure, book an online skin consultation and we will recommend a routine for your skin.

Where can I see the ingredients of a product?

Every product page lists the full ingredient list (INCI) under Key Ingredients, together with how the product works, who it is suitable for and how to use it.

Are your products suitable during pregnancy or breastfeeding?

We have a Pregnancy & Breast Feeding collection of products selected for this time. Please also check any product with your doctor or midwife, and book a consultation if you would like personal guidance.

How do I start using retinol?

Start slowly with a pea-sized amount for the whole face and introduce it gradually into your routine to avoid irritation. Our Beauty Knowledge blog has a video demonstration and a guide to introducing HydroPeptide retinol, and we can personalise your plan in a consultation.

Orders, shipping and returns

Where do you ship and how long does delivery take?

We ship across the EU. Delivery is free in Germany from €50 and in the EU from €75. Each product page shows the expected delivery time, usually 3 to 5 or 7 to 10 working days, and shipping rates are shown at checkout.

What is your return policy?

You can return or make a complaint according to our Refund policy, and EU customers have a statutory right of withdrawal. You will find the full terms on the Refund policy page and the withdrawal form on the Right of Withdrawal page.

Which payment methods do you accept?

You can pay by major credit and debit cards, Shop Pay and Google Pay. The available options are shown at checkout.

Savings, subscriptions and gift cards

Can I subscribe to products and save?

On eligible products you can choose Subscribe and save and receive your product every 6, 8 or 10 weeks with 20% off for a 6-week cycle and 15% off for 8 or 10 weeks. You can skip or cancel at any time.

How does the loyalty programme work?

You earn 1 point for every €1 you spend, plus 100 points for signing up, following us or on your birthday. You can redeem points for rewards from €5 off up to 15% off. Newsletter subscribers also receive 10% off their next order.

How do gift cards work?

Order a theFaceFace gift card and you will receive a voucher code by email. The code is valid for 2 years and the card is available in values from €25 to €143.

Contact

How can I contact you?

Email us at info@thefaceface.com or use the Contact page on our website.