FAQs

How long will it take for my order to arrive?

Online orders are processed and shipped within three business days.  Shipping times depend on the shipping service selected during checkout (1-5 business days, depending on the service).  If you need your order by a specific date, please select the appropriate shipping service and let us know the date you need it by in the special instruction of your order; we will do everything we can to accommodate you. 

How soon after I place my online order will I be able to pick it up at the store?

Online orders are processed within three business days during busy sales periods and often within one business day or even just a few hours.  You will receive an email from The Face Station telling you that your order has been processed and is ready to be picked up.  Please wait until you receive this email before coming to pick up your order.  If you need to pick up your order by a certain date, please let us know in the special instructions during checkout and we will do our best to accommodate you.

Are all the products I see online also available at your store?

All the products you see online are also stocked and sold at our retail store located at 110 Lombard Street, Toronto.  If you come to our retail store and don’t see the item you saw online, our staff will be happy to help you find it.

Can I order something that's out of stock?

It is usually possible for us to special order in a sold-out item for a customer.  If you’re interested in placing a special order, please contact us at [email protected] or give us a call at (416) 968-6212 for more information on timing and costs.

What is your return policy?

For hygienic reasons, most of our Hair, Makeup and SPFX products are final sale. Please be careful during the checkout process to ensure you have ordered correctly.  Exceptions may be made for some items if they come sealed from the manufacturer, and the seal has not been removed or tampered with.  No returns or exchanges will be accepted for any items if products and/or packaging are used, damaged, and/or tampered with in any way.  Click here for more information on our return policy.  If you would like to return your order, please contact us for information on sending your order back to us.

What should I do if something is wrong with the contents of my order?

If your order is damaged or incorrect, please contact us at [email protected] so we can correct our mistake or refund your order.

How much does shipping cost?

Shipping is calculated by Canada Post, or the courier selected based on the weight of your order, how far it’s going and how soon it is required.  To get a shipping quote before making your purchase, add all the items you would like to order to your cart and enter in your full mailing address in the check-out section; the online store will provide you quotes for all the shipping options available to you.

Why are all the shipping options not available to me?

The online store cannot calculate your shipping costs until you enter in your full mailing address, including postal code.  There are no shipping options available to customers outside of Canada.  If you are a Canadian resident and have entered in your full address including postal code and still have no shipping options available to you, please contact us so we can help you.

Can I place an online order, select “pick up in store” and send a courier to come and get it?

Yes.  Please wait until you receive the email from us confirming that your order has been processed and is waiting to be picked up before you send a courier.  Also, please make sure your courier knows to give your full name as it appears on your order.

Do you ship outside Canada?

Currently we only ship within Canada.

Can I place a bulk order?

It is usually possible for us to place a special order for a larger quantity of an item(s) for our customers.  If you’re interested in placing a special order, please contact us at [email protected] or give us a call at (416) 968-6212 for more information on timing and costs.

Can I order something that's out of stock?

It is usually possible for us to place a special order for a sold-out item for our customers.  If you’re interested in placing a special order, please contact us [email protected] or give us a call at (416) 968-6212 for more information on timing and costs.

Why does the item I received look slightly different in colour than it did online?

We do our best to represent all our products accurately on our online store.  Unfortunately, due to differences in screen configurations, it can be difficult to get a 100% accurate colour representation.  If exact colour matching is required, we recommend coming into our retail store at 110 Lombard Street, Toronto to view items in person before purchasing them.

Other questions? 

Please don’t hesitate to contact us [email protected] or give us a call at (416) 968-6212 with any other questions you may have.