FAQs

Here are some answers to our frequently asked questions:

FaceGym accepts the following payment methods: PayPal, Amex, Mastercard, Visa & ClearPay.

You will receive a confirmation email once your order has been placed and payment has been completed. It will then take 2-3 days to process the order and you will receive communication from our warehouse when your order will be delivered.

Copy and paste the link below in your browser to find out more about setting up your Zoom session:

https://www.youtube.com/watch?v=-s76QHshQnY&list=PLKpRxBfeD1kEM_I1lId3N_Xl77fKDzSXe&index=11

You can find out how to use the FaceGym Pro at home via this link: https://facegym.com/products/facegym-pro or the tool guide is included with the FaceGym Pro Package. If you are still unsure please book in for a 1-2-1 FaceGym Pro Workout here: https://facegym.com/products/face-physio-1

To cancel or amend any workout bookings please email our customer care team at info@facegym.com. If you wish to amend your appointment, please let us know (roughly is fine) when you are available and we shall find a space that works for you. 

Our Customer Care opening hours are 09:00 - 17:00 GMT and 09:00 - 17:00 EST. For any urgent cancellations or amendments outside these hours please call the relevant studio directly. Studio numbers can be found here.

Terms and Conditions. 

19. Cancellation Of Studio, Digital Workouts + Online Classes

Please be aware that if you need to change or cancel your studio workout or online class booking, we kindly ask that you give us 24-hours’ notice or the full cost of the workout/class will be charged. This applies for all studio workouts and online classes.

Yes, we have a 30-day returns policy if you are unhappy with your purchase. However, if the product has been opened or used, we cannot refund the item. Anything outside of the policy dates - apart from an exceptional circumstance - we will not be able to refund.

FaceGym will accept returns of unused products in their original packaging purchased at any FaceGym studio or our online store (www.facegym.com) for a full refund, within 30 days with the original receipt or delivery note. When looking to Return or Exchange please go through the original channel or studio where you purchased your goods.

We do not generate a return label for US returns, please see our Delivery and Returns page for more info.

Our next day delivery services are available Monday – Thursday, before 4pm. If the product was ordered outside of this window it will be processed the next working day. If the order was made within this window there may be a delay due to external factors please email us for more information at info@facegym.com.

Our home is in the UK, however, we have a smaller base in the US.

We have a 12-month warranty on our FaceGym Pro devices. Any faults acquired regarding the manufacturing of the product can be used against this warranty.

All of our products - including third parties - are cruelty-free.

We are still dispatching to the EU as normal, however we do want to make you aware that that there may be delays and that customs may contact you for duties. Please also be aware we are not subject to any additional duties that may have to be paid for your order, and this will be between our customers and the carrier.

We will always provide the correct invoice with the correct pricing and no adjustments can ever be made.

In addition, if returning your items to us, please ensure you mark your return as ‘Returned Goods’ in order to avoid customs charges and VAT when your order has returned to our warehouse.

If your order/return is held by UK customs due to shipment errors, it will not be possible for us to process your refund.

As a result of the Import One Stop Shop (IOSS) being introduced by the European Union from 1st July 2021, we will not be able to fulfil EU orders with a value less than £135 (€150) under Delivered Duty Paid (DDP) terms from our UK warehouse.

If the total goods value is less
than £135 (€150), customers will be responsible for covering duties and taxes before receiving the parcel.

We’re delighted to offering shipping to UK,
EU and many international counties with more soon to come. If you are placing
an order with us from the EU, we currently cover all import taxes and customs
duties for goods over €150 (£135).


However, we would like to inform you that
as a result of the Import One Stop Shop (IOSS) being introduced by the European
Union on 1st July 2021, we will not be able to cover additional import taxes
and duties for any EU orders with a value less than €150 (£135) under Delivered
Duty Paid (DDP) terms from our UK warehouse. If the total goods value is less than
€150 (£135) we will gladly dispatch your order but, please be advised customers
are responsible for covering any duties and taxes incurred before receiving the
parcel.


For all orders shipped outside of the UK,
EU and United States, Delivery Duty is unpaid (DDU). This means you may be
liable to pay local sales taxes and customs duties on arrival of your FaceGym
order.

FACEGYM PRO. Please note orders containing theFaceGym Prowill be covered under Delivered Duty Paid (DDP) for all countries within the shipping restrictions. We are unable to ship the FaceGym Pro to Japan, Korea, Germany, Austria, Switzerland and the USA.

FaceGym cannot accept responsibility for
any of these costs. Furthermore, as rules on duties and taxes differ from
country to country, FaceGym are unable to advise on customs tariffs and
amounts.

The FaceGym Digital Studio was born in the height of the Covid-19 pandemic as a way to bring our community together and help them to bring the studio into their own homes. In recent months as we have started to make our return to a new normal, our community members have been coming back to the studio, craving face-to-face interaction and the full FaceGym experience which they missed during the pandemic. Due to this, our studio bookings and trainers are in high demand.

We understand our community members who are unable to visit a studio still want to workout at home and whilst we’re pausing the Digital Studio for now, we will continue to engage via our product QR codes and our most loved platforms across Instagram, YouTube, blog and weekly newsletters to bring everyone the signature workout sessions they know and love. 

We are putting our online classes on pause for the moment. If this changes we will contact our community members first to let them know. We would still love for you to workout at home and you can access our tutorials and sessions via product QR codes, Instagram, YouTube and our blog at Facegym.com. 

If you purchased a 30-day class pass or a single class pass you can continue to use this at the Digital Studio until 4th September 2022. After this your class pass will no longer be valid. 

Your 30-day or single class pass can be used at the Digital Studio until 4th September 2022. If you have any questions on the validity please contactinfo@facegym.com 

Yes. If you would like to request a 1-2-1 session or small group session please contact our Customer Care teaminfo@facegym.com.  

Any 30-day or single class pass purchases can be redeemed in full at the Digital Studio before we pause access. 

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