Faces UAE: delivery, returns and customer service
Reviewed by Huda SalehUpdated
In short
This page gathers what faces.ae says about reaching customer service, delivery speeds and order cut-offs across the emirates, tracking, returns, exchanges, refunds and payment. The numbers to remember: Dubai has 90-minute delivery for orders placed between 9 am and 10 pm, and returns are arranged by phone on 800 965 664 within 7 days of delivery.
| Free delivery from | AED 299 |
|---|---|
| Standard delivery fee | AED 15 |
| Return window | 7 days |
| Free returns | Not published |
| Cash on delivery | Yes, fee AED 15 |
| Pay later | Tabby, Tamara |
From Faces’s own pages for UAE, read .
Customer service
Faces UAE customer service is on 800 965 664 (shown in the header as +971 800 965 664), open 10 am to 10 pm, seven days a week, according to the delivery and FAQ pages. WhatsApp is +971 56 329 9902, and email goes to support@faces.com. A contact form sits at faces.ae/en/contactus.
The site is not fully consistent: the footer gives longer hours, the FAQ shows a second WhatsApp number (052 5929 749) and quotes the Saudi line 8004358000 for returns. The UAE returns page uses 800 965 664, so call that.
Delivery options, cut-offs and fees
Standard delivery takes 2–3 days in Dubai and 3–4 days in other cities. It costs AED 15, or nothing from AED 299.
Express delivery within 24 hours needs the order placed before 4 pm in Dubai, or before 12 pm in Abu Dhabi, Sharjah and Ajman. Next-day delivery covers the same four emirates. Express costs AED 15, or nothing from AED 499, and only baskets that meet its requirements qualify. Dubai adds a 90-minute option for orders placed from 9 am to 10 pm, which the homepage banner shows as free with terms.
Deliveries run Saturday to Thursday, with none on Fridays or public holidays, and holidays do not count as working days. Faces does not deliver to P.O. boxes or outside the UAE, but you can ship to an address that differs from your billing address. If you miss the courier, you can arrange another date or ask about collecting the parcel from the courier company.
Tracking and lost parcels
Use the Track Your Order page on faces.ae, linked from the header, or check order status and history in your account. The site does not explain the tracking steps further. If a parcel seems lost, call 800 965 664 between 10 am and 10 pm or email support@faces.com.
The UAE delivery, returns and FAQ pages do not set out how to cancel an order or change the address after checkout. Call customer service promptly if you need either.
Returns and exchanges
Contact customer service within 7 days of receiving the order. Returned items must be unused, carry all Faces tags, and be in the original box and sealed packaging. Promotion and sale items cannot be returned, nor can opened or used products, and damage is covered only when it is a manufacturing defect.
There is one inconsistency to know about. The UAE returns page does not exclude makeup and skincare, but the UAE FAQ lists makeup and skincare as not eligible. Ask customer service before you rely on returning a lipstick or serum. Exchanges use the same rules: after inspection you can pick any other product, paying any extra at a store or receiving store credit if the new item is cheaper. Faces may refuse future orders from customers who return very often.
- Call 800 965 664 within 7 days of delivery to request the return or exchange.
- Keep the item unused, tagged and sealed in its original box.
- Hand it to the courier that Faces sends to collect it.
- Wait for the item to be received and accepted, after which the refund or exchange is processed.
Refunds by payment method
Faces refunds the product value only. The store keeps delivery charges and the AED 15 it adds for paying cash. Card payments made on the website go back to the original card within up to 10 business days of the return being received and accepted, depending on the payment provider.
For card or cash paid on delivery, you choose between an online voucher emailed within up to 2 business days of acceptance (for cash orders, counted from when the courier returns the item to the warehouse), a store credit note issued once a store accepts the item, or an e-gift card usable online and in stores. Gift-card purchases come back as a new e-gift card. Buy-now-pay-later orders are refunded under the provider's terms after Faces processes the return, and MUSE points used on the order are returned to the same MUSE account.
Payment methods
Online, Faces UAE accepts Visa, Mastercard and American Express debit and credit cards, plus Tabby and Tamara instalments. Cash on delivery is available for an extra AED 15 per order. A card is charged automatically once the order is validated.
If a card is refused, Faces suggests checking the expiry date, security code and whether your bank allows online purchases; after a second failure, contact customer service or the bank. Codes are listed on our Faces UAE coupon page.
Saving at Faces in the UAE
The strongest offer right now: TABBYDAY, 20% off listed products. All Faces codes in the UAE
Frequently asked questions
Until what time can I order Faces 90-minute delivery in Dubai?
Until 10 pm. The service is for Dubai addresses only and takes orders from 9 am to 10 pm. The homepage banner presents it as free with terms and conditions, so check the delivery line at checkout. Outside those hours, the next fastest option is express within 24 hours, which needs ordering before 4 pm in Dubai.
What is the cut-off for 24-hour delivery in Abu Dhabi or Sharjah?
12 pm. For Abu Dhabi, Sharjah and Ajman, express orders must be placed before noon, while Dubai has until 4 pm. Express costs AED 15 below AED 499 and is free above it. Next-day delivery is also offered in all four emirates, and orders are not delivered on Fridays.
Which phone line handles UAE returns at Faces?
800 965 664. That is the number on the UAE returns page, and the line is open 10 am to 10 pm every day. The UAE FAQ also shows 8004358000, but that is the Saudi customer-service number. Call within 7 days of delivery with the item unused and sealed.
How long does a Faces card refund take in the UAE?
Up to 10 business days after Faces receives and accepts the returned item, depending on your payment provider. Only the product value is refunded, so delivery and the AED 15 cash charge are kept. If you paid on delivery and need the money sooner, the emailed online voucher arrives within about 2 business days.
Will Faces send an order to a P.O. box?
No. Faces does not ship to P.O. boxes, APO or FPO addresses, or anywhere outside the UAE. You can, however, choose a delivery address different from your billing address at checkout, such as an office. If nobody is there to receive it, you can arrange a new date or collect from the courier.
What happens to my MUSE points if I return an order?
Points you used on the order are returned to the same MUSE account. The money part of the refund follows your payment method: back to the card within up to 10 business days, or as a voucher, store credit note or e-gift card if you paid on delivery. Points are collected on every purchase.
Sources
- faces.ae/en/Delivery.html
- faces.ae/en/Returns.html
- faces.ae/en/FAQs.html