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.

You can access your 30 Day Class Pass here: https://facegym.com/pages/30-day-access

Or you can sign in to your account then go to digital workouts and your pass. If you have any issues, please do not hesitate to contact our Customer Service Team @ info@facegym.com.

For £49 our Class Pass gives you unlimited access to our online classes for 30 days. Our Class Pass Plus for £99 provides you with the same access PLUS two of our best selling tools at a cost saving. Visit the product page here for more details

Your 30 Day Class Pass subscription is a one-off payment, it doesn’t renew automatically and you would have to purchase another subscription when the current one ends.

Your 30 Day Class Pass subscription starts on the day of purchase for 30 days. We cannot delay the start time and it doesn’t start when you carry out your first class. If you purchase another subscription before your current 30 Day ends, it will automatically expire the current subscription.

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 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.

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