Orders are typically processed and shipped within two business days when received Monday - Thursday by 12 PM Mountain Time. If orders are placed after that time, on weekends or during Canadian holidays, it will take one to three extra business days to process them.

FACE atelier is located in Calgary, Alberta. Delivery times may be affected by factors such as weather, holidays or courier delays. Shipments to rural or remote areas may take longer than the standard delivery times. We wish we had control over delivery times, but sadly we don’t.

CANADA

GROUND - Ground shipping within Canada typically takes 1 - 7 business days, depending on the carrier and destination. Delivery times will vary from 1 - 2 days locally, 2 - 5 days regionally and up to 7 days nationally.

EXPEDITED - Expedited shipping within Canada typically takes 1–3 business days, depending on the destination.

UNITED STATES

Shipments to Hawaii and Alaska may require additional transit time.
GROUND - Ground shipping to the United States typically takes 5 - 10 business days, depending on the destination.

EXPEDITED - Expedited shipping typically takes 2 - 3 business days, depending on the destination.

 INTERNATIONAL

EXPEDITED - Expedited international shipping typically takes 3 - 7 business days, with delivery times varying depending on the destination country.

Shipping time estimates are provided by our carriers and they are estimates only. Delays may occur in transit due to, for example, weather or mechanical issues. Shipments outside of Canada may be also delayed due to holds by local customs or health departments.

If you need to change the shipping address, please contact our Customer Care Team immediately at 1‑403‑441‑7888 or email help@faceatelier.com. Note that the office is open Monday - Thursday, 8 AM to 4 PM Mountain Time.

Unfortunately, we can’t help change an address once a shipping confirmation has been issued. At that stage, you must contact the courier directly to request an address correction. The courier will confirm whether rerouting is permitted for your shipment and advise you of any applicable fees.

You will receive a shipping confirmation email as soon as your order is collected by the carrier. It includes your tracking number and a link to the carrier’s tracking page so you can follow your shipment in real time. If the email isn’t in your inbox, please check your junk or spam folders before contacting our Customer Care Team at 1‑403‑441‑7888 or email help@faceatelier.com.

You will receive tracking information once your order is picked up by the carrier. 

We are unable to ship to PO boxes. Please provide a physical street address at checkout to ensure successful delivery.

International orders may be subject to taxes, import duties or tariffs. The amount depends on whether the destination country has a free-trade agreement with Canada.

Our products should ship duty-free to the U.S. and Mexico under the tri-lateral free trade agreement USMCA. However, due to uncertainty caused by recent current events, we have experienced an increase in improper duties being applied to U.S. shipments. If you receive an invoice from FedEx because you were mistakenly charged import duties, please contact FACE atelier Customer Care right away at help@faceatelier.com or 1-403-441-7888. Depending on the circumstances, we can work with FedEx on your behalf to have the charges reversed. If we can’t, we’ll provide the steps you’ll need to take. We are not responsible for fees levied by U.S. regulatory but it you choose not to pay FedEx, the fees are charged back to FACE atelier. If that happens, we won’t be able to ship to you again until the outstanding fees have been reimbursed.

International orders may be subject to taxes, import duties or tariffs. The following free-trade partners may offer reduced or have eliminated import duties on cosmetics shipped from Canada:

Australia, Brunei, Chile, Japan, Malaysia, Mexico, New Zealand, Peru, Singapore, Vietnam, European Union, Iceland, Liechtenstein, Norway, Switzerland, United Kingdom, South Korea, Colombia, Costa Rica, Honduras, Panama, Israel, Jordan + Ukraine.

Please make sure the delivery address is secure and accessible, as all missed or unsuccessful delivery attempts are handled only by the carrier. Unfortunately, we’re only able to help before an order has shipped. Once delivery attempts begin, any issues must be handled by the carrier. If a shipment is returned to FACE atelier because it could not be delivered or was not claimed, we will contact you to discuss next steps. We can resend your order, but the new shipping fees will be your responsibility. We are also not responsible for any damage that occurred while the package was in transit and are unable to refund the original shipping fees.

All items leave FACE atelier in excellent condition. If you receive a damaged item, contact FACE atelier Customer Care at help@faceatelier.com or 1-403-441-7888 and include your order number along with clear photos of the outer packaging and the damaged product(s). FACE atelier is not responsible for damages incurred during shipping, but we will work with you to pursue a claim in the hopes of reaching a satisfactory resolution.

1. Take clear photos of the outer packaging and the damaged item(s). Carriers require photographic evidence to open a claim. The more photos you can provide, the easier it is to substantiate the claim.

2. Keep all packing and the damaged items until the claim is resolved.

3. Immediately email our Customer Care Team at help@faceatelier.com with your order number, delivery date and photos of the damage.

We will immediately submit a claim with the carrier, keep you updated on its status and make every effort to resolve the issue as quickly as possible.

We do our best to ensure every order ships complete, but occasionally mistakes can happen. To help us verify and resolve any issue quickly, we now have images of each order before it is packed.