Help

The F’ace Brand FAQ (Frequently Asked Questions):

ORDERING
How do I place an order?
How long will it take for my order to be processed?
Can I change my order after I have made the payment?

SHIPPING & HANDLING
How much does shipping & handling cost?
How long will it take for the item(s) to arrive?
How can I track my package?
Why can’t I track my package online?
Why is the delivery of my package delayed?

PAYMENT
How can I pay for my order?
Do you accept money orders or bank drafts?

OTHER QUESTIONS
Will I be charged with custom duties?

ORDERING

How do I place an order?
Go to the detail page of the desired product, and click on the “Add To Shopping Cart” button to place an order. Once you have finished your product selection, simply follow the on-screen instructions at the checkout to complete the transaction.

How long will it take for my order to be processed?
We will process your order within two (2) business days (excluding holidays and weekends) from the payment date. The order will take no more than fifteen (15) business days (excluding holidays and weekends) to be delivered, depending on the destination country and the governing regulations for imports. Please note that we cannot control any unexpected transit delays caused by the shipping company.

Can I change my order after I have made the payment?
If you wish to change your order after you have made the payment, please e-mail us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it and inform us of the situation within twenty-four (24) hours, and we will do our best to accommodate your request. Please include with your e-mail the details of the transaction(s), including the full name which is registered on your paypal account, your e-mail address registered on your paypal account, the date of payment, and what you wish to change. Please include as much details as possible to help us complete the transaction as quickly and efficiently as possible. Please note that we are unable to change your order after your order is shipped. We would kindly ask that you consider carefully before making your purchase.

SHIPPING & HANDLING

How do we calculated the shipping & handling cost?
Shipping & Handling costs will vary from different countries and weights. The shipping rates are located at the "Delivery" tap of each product description page. The shipping & handling cost includes postage fees, packaging, distributions, storage, and other processes for preparing your item for postage.

How long will it take for the item(s) to arrive?
Shipping will take no more than fifteen (15) business days (excluding holidays and weekends). Transit time will vary from different countries or regions. Please note that we cannot control any unexpected transit delays caused by the shipping company.

How can I track my package?
After we have shipped your order, we will enter the tracking information onto your paypal payment page, and an e-mail will be sent to you automatically providing you with the necessary tracking information. Your tracking number can be tracked on the website of the shipping company. Your tracking number can also be monitored on your local postal website once the item enters the destination country. All of the parcels can be tracked on EMS: http://www.ems.com.cn/english-main.jsp.
The following is a list of the most common postal websites:
Canada:  Canada Post www.canadapost.com
United States:  USPS www.usps.com
United Kingdom:  Parcel Force www.parcelforce.com
Italy:  Poste Italiane http://www.poste.it/

For other countries, please check www.postoffice.com

Other shipping companies include:
Fedex:  http://www.fedex.com/
DHL:  http://www.dhl.com/

Why can’t I track my package online?
There are several reasons as to why the tracking does not work. The followings are the most common causes.

1) Scanning of Tracking is delayed
We ship many packages daily, and in rare occasions, the shipping employees might skip the scanning of the package when the package was posted. In that case, the package should be scanned once it enters the destination country into the customs, and you will be able to track the package using your country’s postal website. Please note that we have no control over when the packages are scanned.

2) The item is lost
In rare occasions, the packages that we posted might get lost in transit. When the tracking does not function properly, the shipping company is unable to locate the package, then the package is lost in transit. In that case, we will be able to file an insurance claim from the shipping company for the lost package, and we will ship you a new package immediately. Please understand that we have no control over the package once it was handed over to the shipping company. We cannot speed up nor slow down its delivery time, and we are not responsible for the loss of package.

Why is the delivery of my package delayed?
There are several reasons as to why the delivery of a package is delayed. There could be accidental reasons during transit that cause delays in delivery. The most common reason is that the package is held in customs for security reasons. Please note that we cannot control any delays caused by the shipping company or other political and security reasons. We cannot speed up nor slow down its delivery time, and we are not responsible for the loss of package.

PAYMENT

How can I pay for my order?
Currently, we only accept paypal payments. If you wish to pay for your order using your credit card or directly from a bank account, you can register for a free paypal account and follow the on-screen instructions. Paypal is one of the safest forms of online payment method. This method of online payment is utilized to ensure the security and safety of your online payment. If you wish to pay for your order using any other methods, please contract us by writing to This e-mail address is being protected from spambots. You need JavaScript enabled to view it and inform us of your situation, and we will do our best to accommodate your requests.

Do you accept money orders or bank drafts?
Currently, we do not accept payments by money orders or bank drafts due to the reason of time. Such payment methods will take up to one month to clear and we will not be able to complete the transaction before the payment is cleared. We would strongly recommend that you register for a paypal account and make your payments. If you have any other questions or concerns, please contact our customer service department at This e-mail address is being protected from spambots. You need JavaScript enabled to view it before making your purchase.

OTHER QUESTIONS

Will I be charged with custom duties?
We cannot guarantee that you will or will not be charged with custom duties. Please check with your countries’ regulations for custom duties on imports before making your purchase.