FAQ

What is Face Sugar?

We are a monthly subscription service that delivers makeup and beauty products to our members at 50-70% Off retail. The retail value of the bag is always above $30 ~ 3 times the price of the subscription.

Types of membership plans?

  • Club membership billed quarterly or annually and renews automatically.
  • Monthly beauty bag subscription includes 2-3 (full-sized!) makeup/beauty items automatically renews

What type of makeup can I expect in my box?

From matte lip wear to sparkly eyeshadow palettes, our box includes makeup brands for you to discover, all for much less the original retail value.

Where do you ship?

USA 

Are there any hidden fees?

No, never. Our subscription is a flat rate of $12.00/month + Free shipping

Please note: Due to new state laws, we now are required to charge sales tax on all purchases in states where sales taxes are applicable. The sales tax is automatically calculated based on shipping address and may vary by zip code within a given state. 

Our exclusive membership is $2.99/month (billed annually or quarterly)

Sorry no refunds are issued for the memberships. All membership sales are final.

When is my Face Sugar bag mailed to me?

Face Sugar ships in batches that begin approximately the second week of each month.

We will send you a shipping confirmation email to the email you subscribed with when your bag ships out. It will have a tracking link so you can watch your bag on its way to you!

If you ordered on or after the cutoff date of the 25th of that month, you will receive the next month's box as your first box. (For example: Order on February 25th to get the March box. It ships at the end of February to arrive to you in the beginning of March. Your renewal charge date will be April 1st.)

We accept orders until our cutoff date OR until sold out- which ever comes first.

If you have any questions or aren't sure when your first box will arrive, please email us at facesugar@gmail.com and we'll be happy to help!

*You are automatically signed up to receive an earlier month's box, should it become available. Face Sugar memberships renew annually.

My address changed. How do I update it?

Please email us at shopfacesugar@gmail.com to update your shipping and billing address. Please do not attempt to make the change yourself as sometimes the address does not properly update in your account. We will be glad to make the change for you for future shipments. Please advise us of an address change prior to the new month so we may ensure your package ships to the correct address. We are not responsible for any late address changes (made after a box has shipped for that month notified).

What happens if my bag has broken/damaged/lost items?

At Face Sugar we ensure all items are packed securely and in brand new condition. Therefore, in case of an incident during shipping you are eligible for a claim with DHL. All packages are insured by DHL.

Methods to file a claim


Claims can be filed either through DHL's online forms, or by downloading a PDF and submitting it via email, fax, or mail (necessary information for each is included in the PDF).

Where is my tracking number?

Once your box ships, we will send you your tracking information with a link to the email address associated with your account. Also, you can always log in to your account and see your most recent tracking number on your account page.

What types of payments do you accept?

We accept all major credit cards including Visa, Mastercard, and American Express. We do not save or have access to your credit card information.

How do payments work?

Once you place your first order, you will be charged for that month’s box. Following months will be charged on the 1st day of each month.

Does my plan automatically renew after my first order?

Yes, and your original form of payment will be charged automatically as well. Same with the membership, you original form of payment will be charged automatically.

May I cancel my subscription/membership?

Yes, at any time. You can do so from your subscription/membership  settings menu via your account or simply email us with a request at: shopfacesugar@gmail.com Subject: Cancel

Please note: the month you cancel, your subscription may have already have been charged, order may have already been placed, and box may have already been shipped. In this case, cancellation will be effective as of the following month. The cut-off date to cancel is the 25th day of that month (to not receive anymore boxes.) No subscription/membership refunds

When is my Face Sugar bag mailed to me?

Deliveries are sent out on daily basis beginning the second week of every month, depending on the queue of your order. Once your bag is shipped, you will receive an email with its tracking information. The carrier will deliver your box with no need of signature confirmation.

What is your shipping policy?

Ground shipping is FREE per month/box within the U.S. (including Alaska, Puerto Pico, and Hawaii). At Face Sugar’s sole discretion, boxes will be shipped via the following carriers: United States Postal Service, DHL or UPS.

May I return or exchange my box? What about refunds?

Sorry! All sales are final. No refunds or returns are accepted.