Terms & Conditions

By using this website, you are agreeing to comply with and be bound by the following terms and conditions of use, which (together with our privacy policy) govern Face Factory Ltd relationship with you in relation to this website.  If you disagree with any part of these terms and conditions, please do not use our website.

The term ‘you’ refers to the user or viewer of our website.  The term ‘Face Factory or ‘us’ or ‘we’ refers to the owner of the website, Face Factory Ltd whose registered office is Fisher Michael Chartered Accountants, The Old Grange, Warren Estate, Lordship Road, Writtle, Chelmsford, Essex, CM1 3WT. Our company registration number is 12675931.

The use of this website and our trading terms are subject to the following terms of use:

Any orders placed after 12.00pm or at the weekend will not be dispatched until the next working day or according to quotation terms. We send an acceptance of your order via email to the address you entered when you placed the order. Orders fully paid for take priority over orders where there is only an intention to pay. Unfortunately we are unable to hold stock for an extended period on behalf of the buyer. We process orders on and offline and advise checking stock availability before placing an order if you are in urgent need of a particular item. All images of products are purely for illustration only, and do not form part of the description of the product.  Face Factory Ltd cannot accept responsibility for any difference between the image and the actual appearance of the product. If a product is ordered and the price is incorrect we are not obliged to sell the product at the incorrect price. The order will be cancelled, and a refund will be processed.

Due to infection control we regret that we cannot accept returns for non-faulty infection control products (items such as face masks, gloves, gowns, hand sanitiser or any PPE. 

Prices & Payment


The delivery cost for your order is displayed at the online check-out at the time of ordering or with direct orders it’s on your invoice.   The cut off time for same week day dispatch is 12.00pm.  Should you miss the deadline we will do our very best to dispatch although this is not guaranteed. Orders to UK mainland as well as to Northern Ireland, Isle of Wight and low lying areas of Scotland such as Edinburgh and Glasgow are delivered free of charge on the 3 – 5 working day delivery service. Where your order qualifies for free delivery, there is the option to pay an additional cost at checkout if you are seeking a faster delivery service.  Your order must be fully paid for before 12.00pm Monday to Friday).  For completed orders received after midday we will always do our best to process it for a next day delivery but this can not be guaranteed as the cut-off time has passed. Upon delivery, you must inspect the goods carefully for damage as Face Factory Ltd is unable to accept responsibility for damage in transit, shortages of delivery or loss of products unless the customer advises us in writing within 3 working days from the date of delivery. Please note, some orders may take a little longer to arrive than usual due to the current pandemic.  We are at the mercy of the courier companies performance which is beyond our control.  We therefore cannot be held liable for the consequences of a late or delayed delivery or the behaviour / practices of the driver / delivery company. Thank you for your understanding.

International Delivery:

Delivery to the Isle of Man, Isle of Scilly, remote areas of the Scottish Highlands & Island, Central Europe and further afield do not qualify for free delivery, please call us for a quote.  Regarding Central Europe, we do not accept responsibility for any taxes, import costs or charges incurred in shipping internationally, all fees are the responsibility of the buyer.

Unsuccessful deliveries:

If the courier cannot deliver after several attempts the order will be returned to our premises. Face Factory Ltd will hold unsuccessful deliveries for 7 days.  If contact with the customer has been unsuccessful after this period, we reserve the right to dispose of the goods and recover our delivery costs.  If re-delivery is possible both the attempted delivery and the re-delivery will be chargeable.

Lost Deliveries:

All our packages are tracked.  If on the rare occasion an item is lost in transit we will replace it free of charge after 60 days. 

Tracking Your Order:

When your order is processed and dispatched, an email will be sent to the email address on your order.  This will include a link to the courier website and a tracking reference to monitor the arrival of your order via email or SMS (depending on your service provider SMS messages may be charged).  

How To Cancel Your Order:

If you wish to cancel an order before dispatch please email at info@face-factory.co.uk or call us on 01376 521 212 urgently.  Once dispatched it can not be re-called.

How To Return Your Order:

A product purchased from Face Factory Ltd may be returned for the following reasons:

When returning product to us, the following applies:


Refunds are processed back through the original method of payment only.  For bank transfers we will need to receive your bank details.  Refunds are usually completed within 10 working days.   

Warranty and Limitation of Liability

Face Factory Ltd are not healthcare professionals.  To avoid causing injury or harm, always seek professional advice before purchasing or using any products supplied by us and always follow any instructions on the packaging / inserts. Neither we or any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered for any particular purpose. We make no promises as to the effectiveness of any product.  You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law. Face Factory Ltd is a trading name.  Disputes and claims which may arise are governed by English law and you agree that any dispute will be dealt with exclusively by the courts of England. The term ‘you’ refers to the buyer, the term ‘Face Factory or ‘us’ or ‘we’ refers to the owner of the website, Face Factory Ltd whose registered office is Fisher Michael Chartered Accountants, The Old Grange, Warren Estate, Lordship Road, Writtle, Chelmsford, Essex, CM1 3WT. Our company registration number is 12675931.

Communication With You And Data:

Electronic data will not be preserved indefinitely by the Company.  Certain information is required to be held by law for a limited period. Please see our Privacy Policy which explains how your personal data is processed.  In short, your data is collected and used for the sole purpose of handling an enquiry or completing a sale, and if you give us permission, to enable us to send you occasional special offers and discounts.  Your data is held for a limited time only and never shared or sold.


Communication is at the heart of our business but if you still feel the need to put forward a complaint please call and we will do everything we can to resolve and conclude the issue. 

We are open 5 days per week Monday to Friday from 9.00am to 5.00pm and are closed on Public and Bank Holidays.

For any queries please contact the office on 01376 521 212 or info@face-factory.co.uk

Have a great day !