Manage Facetory

How to cancel your facetory subscription and protect your skincare budget

What facetory is and why you might want to cancel

Facetory is a New Zealand-accessible subscription service that delivers curated sheet masks and skincare products to your door each month or quarter. You choose between their 7 Lux plan (monthly) or Lux Plus plan (quarterly), and each box arrives with a selection of beauty items tailored to skincare routines. If you've signed up and now find the service no longer fits your needs or budget, Stopee is here to guide you through a hassle-free cancellation.

When cancellation makes sense

You might want to cancel Facetory if the monthly cost feels too high, you've built up a backlog of unopened masks, or the product selection no longer matches your skincare goals. Maybe you prefer choosing individual items rather than receiving surprise boxes, or you've simply found a competitor you like better. Whatever your reason, cancelling early saves money and prevents unwanted charges from stacking up.

The cost of staying subscribed

Facetory charges approximately NZ$48.42 monthly for the 7 Lux plan (converted from USD 19.90) or NZ$121.70 every three months for Lux Plus (converted from USD 49.95). If you're uncertain about continuing, cancelling sooner rather than later protects your bank balance. Stopee recommends reviewing your actual spending before you decide, so you know exactly what you're saving by leaving.

Your consumer rights in new zealand

What the consumer guarantees act protects

Under New Zealand's Consumer Guarantees Act 1993, you have the right to goods that are safe, of acceptable quality, and fit for purpose. If Facetory delivers damaged, unopened products or items that don't match their description, you can request a refund or replacement. This law applies regardless of whether you cancel within a refund window or after. Keep in mind that this protection covers product quality, not subscription buyer's remorse.

Your right to cancel and cooling-off periods

New Zealand's Consumer Protection Act 2014 does not mandate a cooling-off period for online subscriptions, but many retailers offer voluntary refund windows. Facetory's 30-day return window applies to unopened marketplace items (not subscription boxes once shipped). If Facetory fails to deliver promised goods or charges you after cancellation, the Commerce Commission and Stopee can help you escalate the complaint if the company refuses to cooperate.

How to cancel facetory via the web

Cancellation through your facetory account

The easiest way to cancel your Facetory subscription is directly through your online account. This method takes fewer than five minutes and gives you immediate confirmation. Follow these steps to stop future billing:

1. Open your web browser and navigate to the Facetory website.
2. Log in with your email address and password.
   • If you've forgotten your password, click "Forgot Password" and reset it via email.
3. Once logged in, locate the account menu (usually in the top-right corner or under a profile icon).
4. Click on "Manage Subscriptions" or "My Subscriptions".
5. Find your active Facetory subscription in the list.
   • You'll see the plan name (7 Lux or Lux Plus), billing amount, and next renewal date.
6. Select the subscription and click the "Cancel" button.
   • Facetory will ask you to confirm-read any retention offers they present, then confirm cancellation.
7. Look for a confirmation message on screen and check your email for a cancellation receipt within minutes.

Pro tip: Screenshot or save your confirmation email. If Facetory charges you again after cancellation, this receipt proves you cancelled and becomes your evidence for a dispute.

Why email cancellation is slower

You can email support@facetory.com to request cancellation, but this method takes 5-10 business days and relies on customer service staff to process your request manually. Stopee advises using the web account method first because it's instant and removes human error from the equation. Reserve email cancellation only if the account method fails or you can't access your account.

How to cancel facetory via mobile app stores

Cancelling through apple's app store

If you subscribed to Facetory through your iPhone or iPad, you must cancel through Apple's App Store settings. Apple manages the billing, not Facetory directly, so cancelling on the Facetory website alone will not stop App Store charges.

1. Open the Settings app on your iPhone or iPad.
2. Tap your name at the top of the Settings menu.
3. Select "Subscriptions".
4. Find and tap "Facetory" in the list of active subscriptions.
5. Tap "Cancel Subscription" and confirm your choice.
   • Apple will ask if you want to keep the subscription-select "Confirm Cancellation" to proceed.
6. You'll see a message saying your subscription ends on a specific date. Your next billing date will not occur after that date.

Warning: If you delete the Facetory app without cancelling the subscription first, your App Store subscription will continue to charge you. Always cancel inside Settings before uninstalling the app.

Cancelling through google play on android

Android users who subscribed via Google Play must cancel there as well. Google manages the payment, so Facetory's website cancellation won't affect your Google Play subscription.

1. Open the Google Play Store app on your Android phone or tablet.
2. Tap the menu icon (three horizontal lines) in the top-left corner.
3. Select "Subscriptions".
4. Tap "Facetory" in your list of active subscriptions.
5. Tap "Cancel Subscription" and confirm.
   • Google will display your subscription end date.
6. Check your email for a cancellation confirmation from Google Play within minutes.

Pro tip: If you can't find Facetory in your Google Play Subscriptions list, try searching for "Facetory" directly in the Play Store app and look for an "Unsubscribe" or "Manage" button on the subscription card.

What happens immediately after you cancel

Billing and access during your final cycle

Cancelling Facetory stops future billing but does not refund your current paid month or quarter. You remain responsible for the cycle you've already been charged for. For example, if you cancel on the 15th of a month and your renewal date is the 20th, you won't be charged again-but you won't receive a refund for the remaining five days either. Stopee recommends cancelling just before your renewal date to maximize value from your current box.

Your account data and access

Cancelling your subscription does not delete your Facetory account or order history. Your profile, saved preferences, and past purchases remain accessible if you log back in. If you want your account completely removed, you must email support@facetory.com and specifically request account deletion. This is a separate step from cancellation.

Orders already in transit

If Facetory has already shipped your final box (a tracking number has been issued), that order will arrive as scheduled. You cannot cancel or refuse delivery once tracking is active. Accept the package and return unopened items within 30 days if you wish to claim the return policy.

Refunds and what you can claim

Subscription refund eligibility

Facetory's standard policy does not automatically refund the month or quarter you've paid for when you cancel. However, you have options depending on timing and circumstances. If you cancel before Facetory issues a tracking number for your upcoming box, contact support@facetory.com immediately and request a refund. Explain that you cancelled before shipment. You may receive a full refund for that cycle if you act quickly.

Returns and refunds for unopened items

Unopened, unused products from any Facetory order are eligible for return within 30 days of delivery. Facetory will refund the product cost, but shipping fees are deducted from your refund. To return items:

• Contact support@facetory.com with your order number and list of items to return.
• Obtain a return label and shipping address from support.
• Ship items back at your own cost (unless Facetory agrees to cover shipping for an error).
• Wait 5-10 business days for your refund to process after Facetory receives your return.

Refunds for damaged or incorrect items

If Facetory sends you damaged, expired, or incorrect products, you can claim a refund or replacement at no additional cost. The Consumer Guarantees Act 1993 protects you here. Email support@facetory.com with photos of the damaged items and your order number. Facetory should offer a refund or send replacement items without deducting shipping. If they refuse, Stopee advises escalating to the Commerce Commission with your evidence.

Facetory pricing and plan comparison

Current subscription plans in new zealand

Why new zealand pricing varies

Facetory quotes prices in USD, and New Zealand costs depend on currency exchange rates, shipping fees, and regional taxes at checkout. The NZ$48.42 monthly estimate assumes current conversion rates and may be higher or lower depending on when you subscribe. Always confirm the NZD amount on Facetory's checkout page before completing your purchase. Stopee recommends comparing this cost to local skincare alternatives to ensure the subscription fits your budget.

Common cancellation mistakes to avoid

Mistakes that keep you charged

You've decided to cancel-and that decision deserves respect. But many subscribers accidentally leave their subscriptions active by missing a critical step. The biggest mistake is cancelling only on the Facetory website when your subscription was purchased through the App Store or Google Play. These three systems do not talk to each other, so you must cancel where you paid. Another common error is assuming that deleting the app stops your subscription-it doesn't. You must explicitly cancel inside the app store settings.

Not saving your cancellation confirmation

After you cancel, Facetory or your app store sends a confirmation email. Save this email immediately. If Facetory charges you again after cancellation, your confirmation proof is your strongest argument for a refund or chargeback. Many customers miss this simple step and later struggle to prove they cancelled.

Cancelling too late in your billing cycle

If you cancel on day 27 of a 30-day cycle, you've still paid for the full month and will receive no refund for those final days. Stopee advises checking your renewal date before cancelling and timing your cancellation as close to that renewal date as possible. This maximizes the value you get from your paid subscription.

Ignoring an active box in transit

Once Facetory ships your box and provides a tracking number, you cannot cancel that shipment. Your final order will arrive, and you'll have 30 days to return unopened items for a partial refund (minus shipping). Plan your cancellation to align with a shipment cycle if you want to avoid receiving an unwanted final box.

After cancellation: what to do next

Verify that charges have stopped

After cancelling, monitor your bank account or credit card statement for the next 30 days. Your next billing date should pass without a charge. If a charge appears after your cancellation date, you have grounds for a dispute. Contact your bank immediately and provide your cancellation confirmation email as evidence. Most banks will reverse unauthorized charges within 5-10 business days. Stopee recommends setting a phone reminder for one week after your planned renewal date so you don't forget to check.

Manage your remaining boxes

If your final Facetory box arrives, open it promptly and inspect all items. If you're unhappy with any unopened products, initiate a return within 30 days. Keep the original packaging and your order confirmation until the return is complete. This protects you if Facetory disputes your return claim later.

Request account deletion if you prefer

Cancelling your subscription leaves your account active. If you want Facetory to delete your profile, order history, and contact information, email support@facetory.com and request permanent account deletion. Include your account email address and order history reference. Expect 5-10 business days for deletion. This step is optional but recommended if you prefer not to leave personal data on their servers.

Your cancellation checklist

Use this checklist to ensure your Facetory cancellation is complete and protected:

• Identify where you subscribed: Facetory website, Apple App Store, or Google Play.
• Check your next renewal date and plan your cancellation timing.
• Cancel using the correct platform (don't mix methods).
• Receive and save your cancellation confirmation email.
• Screenshot the confirmation message for your records.
• Monitor your bank or card statement for 30 days after cancellation.
• Accept and inspect your final Facetory box when it arrives.
• Initiate returns for unopened items within 30 days if desired.
• Request account deletion via email if you want full data removal.

Why stopee helps you stay in control

Cancellation guidance built for new zealand consumers

Stopee specializes in helping consumers like you navigate subscription cancellations safely and quickly. We understand the frustration of hidden fees, confusing cancellation processes, and companies that make it hard to leave. Our guides are written by consumer advocates who know New Zealand's Consumer Guarantees Act 1993 and can point you toward the Commerce Commission if a company refuses to honor your cancellation. Stopee has helped thousands of consumers cancel unwanted subscriptions and recover refunds they thought were lost.

Your next step

You now have everything you need to cancel Facetory confidently. Whether you're cancelling through the web, App Store, or Google Play, follow the steps above and save your confirmation. If Facetory charges you after cancellation or refuses a legitimate refund claim, you have consumer law on your side. Stopee at stopee.com offers additional guides for other subscription services and dispute escalation advice if you need it. Take control of your spending today-cancel Facetory now and redirect those savings toward priorities that matter to you.

Contacting facetory for support

Cancellation and customer service contact details

If you need to contact Facetory about your cancellation, use these channels:

• Email: support@facetory.com (response time: 5-10 business days)
• Web account: Log in at Facetory's website and use "Manage Subscriptions" for instant cancellation
• App Store or Google Play: Cancel directly through your device settings (instant confirmation)
• U.S. headquarters address (not NZ-specific): 1900 Raymer Avenue, Fullerton, California, USA (for reference only; use email for NZ inquiries)

Facetory does not publish a New Zealand postal address for cancellations. All NZ cancellations are processed online or via email. If Facetory fails to respond to your cancellation request within 10 business days, or charges you after you've cancelled, contact the Commerce Commission (comcom.govt.nz) to file a formal complaint. Stopee recommends keeping detailed records of all communication for your protection.