Frequently Asked Questions


SHOP

  • WHERE DOES FACE CLUB SHIP ?

    We currently ship across Canada. Sign up for our email list to be the first to know when we expand to other countries.

  • WHEN WILL MY ORDER SHIP ?

    Processing takes 1-2 business days. You'll get an email with a tracking number as soon as your package ships. Orders placed after 1pm PST are shipped the following business day. Orders placed after 1pm PST on Friday (as well as Saturday and Sunday) will be processed the following Monday.

  • HOW CAN I CHANGE MY SHIPPING ADDRESS ?

    If you realize your order is shipping to the wrong address, please email hello@faceclubskin.com as soon as possible.

  • I HAVE QUESTIONS REGARDING MY PACKAGE. WHAT SHOULD I DO ?

    We're here to help! Please email hello@faceclubskin.com 

PRODUCTS

  • WHAT IF I'M PREGNANT ?

    We can proudly say that all of our brands are pregnancy safe (minus supplements). If you are using a Vitamin A product, we recommend dropping down one or two levels during pregnancy. You should always consult your doctor prior to use. 

  • WHEN WILL I SEE RESULTS ? 

    Skin transformations don’t happen overnight. While we can’t guarantee that you’ll notice results after a specific amount of time, we can assure you that our products contain high levels of active ingredients and if used correctly, can be truly transformative. Typically with more advanced concerns like advanced aging, acne, and hyperpigmentation, visible results are noticed around 3 months. We recommend a consultation with one of our skin therapists because the best results are achieved with consistency and personalization.

  • WHAT IS MEDICAL GRADE SKINCARE ?

    Medical Grade Skincare products are clinically proven to penetrate to the deeper layer of the dermis, while also contain higher levels of active ingredients. Medical grade products work at the cellular level to make changes, making them highly effective in comparison to drugstore and over-the-counter products. They have delivery systems that send active ingredients to the deeper layers of the skin.

  • HOW DO I RECEIVE CUSTOM FORMULATED PRODUCTS ?

    In order to receive custom formulated products, you must book a consultation. The products are highly customized and require a thorough skin consultation beforehand.

CUSTOMER ACCOUNT AND REWARDS

  • HOW DO I LOG INTO MY CUSTOMER ACCOUNT ?

    You can log in to your customer account through faceclubskin.com. On your customer account you can view your orders, addresses, and rewards points. 

  • DO YOU OFFER SUBSCRIPTIONS ?

    Yes, you can schedule your orders to automatically process and ship every 3 months. 

  • HOW TO I COLLECT AND REDEEM REWARDS POINTS ?

    You can earn points by creating a customer accounts, following us on social media, placing orders, leaving reviews and more. Your points can be redeemed at checkout.

PAYMENT

  • WHAT IS YOUR CANCELLATION POLICY ?

    Our e-commerce team begins processing orders quickly, so please email hello@faceclubskin.com with your order number as soon as possible. We'll do our best to address your cancellation, although we can't guarantee that any changes can be made after an order is placed. 

  • DO YOU HAVE GIFT CARDS ?

    Yes, you can purchase a gift card on faceclubskin.com and it'll be emailed directly to the recipient! Gift cards can be redeemed online for any product or consultation purchases.

  • CAN I MAKE A RETURN OR EXCHANGE ?

    Looking to submit a refund or return? Please email hello@faceclubskin.com to fill out a short form to help us understand your situation and follow up appropriately.

    We offer a 7 day full refund* policy for items that are unopened, unused, and with original packaging still intact. Product(s) must be in their original packaging. We do not accept returns on opened products.

    *Refunds do not include shipping charges.

    If you receive a damaged or faulty product, please contact hello@faceclubskin.com for more information.

FACIAL TREATMENTS

  • I'VE NEVER HAD A FACIAL BEFORE. WHICH ONE SHOULD I BOOK?

    We love seeing new faces! If it’s your first time getting a facial, we recommend booking The Face Club Bespoke Facial for a fully customized experience tailored to your skin’s needs. If your Skin Therapist recommends a different treatment after your initial intake, we can adjust it for you.

  • HOW OFTEN SHOULD I GET A FACIAL?

    Facials are like workouts for your skin—regular treatments help maintain long-term results. We recommend getting a facial every 4–6 weeks for optimal skin health. If you’re targeting a specific concern, we may suggest a more frequent schedule.

  • DO I NEED TO REMOVE MY MAKEUP BEFORE MY FACIAL?

    Nope! Our facials start with a double cleanse to remove makeup, sunscreen, and impurities. If you prefer to keep your eye makeup on, just let your Skin Therapist know.

  • WHAT SHOULD I AVOID BEFORE MY FACIAL?

    To ensure the best results, we recommend avoiding:

    • Prescription retinoids, strong exfoliants, or chemical peels for at least 5–7 days before your facial.
    • Botox or dermal fillers for at least 2 weeks before treatment.
    • Tanning, sunburns, or active infections
      —please reschedule if you have any of these.

     

  • ARE THERE ANY CONTRAINDICATIONS FOR FACIALS?

    If you have active cold sores, open wounds, sunburn, have recently received botox/filler or other cosmetic treatments, or are currently using Accutane (or similar medication), we may need to modify or postpone your treatment. Please inform us of any medical conditions, recent surgeries, or allergies before booking.

  • WHAT IS LED LIGHT THERAPY?

    LED (Light-Emitting Diode) therapy uses different wavelengths of light to reduce inflammation, boost collagen, and target acne. It’s a painless, non-invasive treatment that enhances your facial results.

  • WHAT IS AN ENVIRON DFIII VITAMIN INFUSION?

    Environ DF III Vitamin Infusion is an advanced facial treatment that uses low-frequency sonophoresis and iontophoresis to deliver high doses of vitamins and antioxidants deep into the skin. This boosts hydration, brightens the complexion, and supports collagen production for healthier, more resilient skin.

  • WHAT IS MICRONEEDLING?

    Microneedling (or Collagen Induction Therapy) is a minimally invasive skin treatment that uses fine needles to create tiny micro-injuries in the skin. This induces a controlled wound healing response in the skin to stimulate collagen and elastin production, improve skin texture, reduce fine lines, acne scars, and hyperpigmentation. It enhances product absorption and promotes overall skin rejuvenation.

  • HOW SHOULD I CARE FOR MY SKIN AFTER A FACIAL?

    To maximize your results:
    • Avoid wearing heavy makeup for the rest of the day.
    • Skip retinoids, exfoliants, and harsh treatments for 3–5 days. This does not include AVST or Osmosis Retinals. These can be resumed the next evening.
    • Apply SPF daily, as your skin will be more sensitive to the sun.
    • Stay hydrated and follow any aftercare instructions provided by your Skin Therapist.

  • CANCELLATION POLICY

    We require 48 hours notice when cancelling or rescheduling your appointment. Cancelling or rescheduling without notice will result in a $100 fee. No-shows will be charged the full amount of the treatment.

  • I HAVE A QUESTION REGARDING MY SKIN TREATMENT. WHERE CAN I LEARN MORE?

    We’re happy to help! Contact us at hello@faceclubskin.com, and your skin therapist will assist you.