Many reviewers say their skin looks clearer and smoother, often with results from a single product. Support is often praised for fast, helpful replies. The main frustration is a recent move to metal tubes, which many say makes products harder to dispense and leads to more waste. A small number of reviewers report irritation or allergic reactions after product or packaging changes.
Examples from available reviews (Dec 2021 – Mar 2026).
Reviewer finds packaging awful and won't reorder after current products.
“Packaging is awful. Please go back to how it was.”
Early use led to clearer, smoother, more supple skin.
“skin is clearer and smoother, more supple.”
Customer service processed refunds extremely quickly and values feedback.
“they sent me a refund within 15 minutes!”
Packaging change caused serious allergic reactions and unpleasant effects.
“serious allergic reactions and suffered red blotches and burning itchy skin.”
Reviewers often mention quick replies and refunds issued the same day or right away. Several people describe staff fixing delivery issues and arranging exchanges. A smaller set report slow refunds or unhelpful support responses.
Many customers highlight affordable routines that last a long time and deliver visible results. Several say the new metal tubes leave less usable product and reduce value. Eye creams and moisturisers, in particular, get mentioned as lasting a long time.
Shoppers often say the site is easy to navigate and the product descriptions help them choose. Delivery is frequently described as fast. For many, day-to-day use is made harder by the tubes, especially for customers with limited dexterity.
Many reviews say the products help clear acne, reduce pigmentation, and smooth skin. Some report formula or packaging-related problems, including thinner textures, product turning grey, and irritation around the eyes or face. Several reviewers also name specific formulas they prefer.
Some reviews mention frustration with account or rewards changes, though they are few. A handful of customers say staff gave mixed messages about packaging or how to handle the tubes. Most comments about communication, however, describe fast and helpful replies.
Many customers praise both results and service and recommend particular products. Lower ratings focus on the packaging change and on uncommon but serious skin reactions. Overall, reviews contrast strong results for many users with frustration about the tubes or occasional adverse effects.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Collected.reviews (1) · Quotes shortened · As of: March 2026
New tube packaging overflows, caps flimsy, wastes product.
“the new tube packing is absolutely HORRENDOUS!”
Longtime user loves products but dislikes the new tube packaging.
“I hate the tubes! I miss the glass jars that would sit on my shelf!”
Customer service processed refunds extremely quickly and values feedback.
“they sent me a refund within 15 minutes!”
Early use led to clearer, smoother, more supple skin.
“skin is clearer and smoother, more supple.”
Products delighted reviewer and visibly improved skin issues.
“Skin issues visibly improved.”
Cleanser and eye cream seem more watery and eye cream less full.
“The cleanser and eye cream seem more watery than last time.”
Affordable routine lasts months and improves pigmentation and fine lines.
“it’s helped loads with pigmentation and fine lines.”
Products are lovely and suit the reviewer's sensitive skin.
“Lovely products for my sensitive skin.”
Reviewer finds packaging awful and won't reorder after current products.
“Packaging is awful. Please go back to how it was.”
Aluminium tubes are difficult to empty, form sharp edges, and waste product.
“The aluminium tubes are awful!”
New tubes make extracting remaining product difficult for arthritic fingers.
“I struggle getting the last bit of product out of the tubes due to arthritic fingers.”
Blemicalm has a beautiful, elite formula and reviewer returned to it.
“The blemicalm is a beautiful formula.”
Eye cream residue and a tube defect caused product loss and dissatisfaction.
“half the contents flew out and there was no way of stopping it”
Great products and service; skin feels and looks great.
“Great products and service. Skin feels and looks great.”
Easy to buy with helpful product descriptions.
“Easy to buy and helpful descriptions”
Highly recommends products but dislikes tube packaging and heavy keys.
“I loathe the tubes”
Reliable brand with prompt replies, deliveries, and good customer service.
“Always prompt with queries, prompt with deliveries”
Products last a long time and reviewer loves eye creams and moisturizers.
“They last for quite awhile.”
Products are lovely but new tubes make it hard to get product out.
“Hard to get the products of the tubes.”
Happy with purchase; product working, good service and quick delivery.
“Very happy with my purchase from Facetheory”
Products were good but new metal tube packaging is difficult and unhygienic.
“the packaging is really really bad!”
Packaging change caused serious allergic reactions and unpleasant effects.
“serious allergic reactions and suffered red blotches and burning itchy skin.”
Long-term use improved skin, products are effective and gentle.
“the difference in my skin is amazing.”
Order arrived quickly; Glow-C moisturiser hydrates without tackiness.
“The Glow-C moisturiser is smooth and easy to apply”
Reviewer likes the face cream's light feel and SPF.
“Like the light feel of the face cream and that it has SPF”
Daily and night moisturisers caused itching and roughness.
“They make my skin itch and feel rough.”
New tubes caused eye and facial irritation and product greying.
“my face and especially eyes were red, stinging and the eye lids developed a crust.”
Hyaluronic serum feels tacky on application and advice conflicted.
“it feels tacky/sticky.”
Ambassador lost points and codes after rebrand, felt unfairly treated.
“The company rebranded and stripped me of those points without explanation.”
Glass jars allowed full use; new tubes yield less product.
“clearly getting a lot less for the price”
Metal tube split; cleanser oxidised and customer service was unhelpful.
“Emailed customer service and was just told I had not rolled the tube properly!”
Customer service resolved delivery failure by Royal Mail.
“Amazing customer service after Royal Mail failed to deliver some items to me”
Team was helpful and responded very quickly to queries.
“Really helpful team and super quick answering queries.”
Company described as generous and caring; reviewer recommends products.
“The most generous and caring company and brand I have ever met.”
Eye cream helps dark circles but wastes product on first opening.
“when you first open the eye cream, so much of the product comes out”
Customer service confirmed ingredient change and promptly refunded unopened tube.
“contacted customer services who confirmed the change and then promptly refunded me”
Refunds delayed extensively and customer service responses were unsatisfactory.
“FT are not processing refunds”
Clear routine quickly calmed acne; reviewer is very satisfied.
“the Facetheory Clear routine has very quickly calmed my skin.”
Website was easy to use with detailed product information.
“Fabulous Website, easy to use, detail on each product and when/ what you can use each product with.”
Customer service exchanged product and helped find suitable retinol strength.
“they went above and beyond by giving me the option to exchange the product for *anything* from their range.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
Facetheory is an online skincare brand that makes and sells facial skincare products. Its range includes cleansers, serums, moisturisers, and eye creams, with some SPF options. Product pages list ingredients and explain how to use each item. Customers buy directly through the brand’s online store.