Facetory is a Korean sheet mask subscription service that ships curated skincare boxes to beauty fans across the US. If you have ever dealt with a missing box, a charge that showed up after you thought you cancelled, or a product that arrived damaged, you are not alone. Trustpilot shows Facetory holding a 3.8-star rating across roughly 500 reviews, and the BBB has logged over 30 complaints in the last three years, with billing disputes and undelivered shipments topping the list. With K-beauty still riding a massive cultural wave fueled by viral TikTok skincare routines in 2026, more subscribers than ever are signing up and, sometimes, needing help fast. Contact options include email, live chat, and social media. Visit Facetory at https://www.facetory.com.
Best Ways to Contact Facetory
Here is a quick look at every verified contact channel Facetory offers. No phone number has been confirmed on their official site or through BBB and Trustpilot records, so that column is marked accordingly.
| Contact Method | Details & Availability | Best For |
|---|---|---|
| Phone | Not publicly listed | N/A (unconfirmed) |
| Live Chat | Available at facetory.com during business hours | Quick questions, order issues |
| hello@facetory.com | Billing disputes, cancellations, formal complaints | |
| Social Media | @facetory on Instagram; @facetory on Facebook | Public complaints, fast visibility |
| Help Center | facetory.com/pages/faq | Self-service, FAQs, shipping info |
Note: Facetory does not appear to offer a publicly listed phone number as of early 2026. Email and live chat are your primary options. If you need to escalate, social media has produced faster responses for some users based on Trustpilot feedback.
Contact Channels in Detail
Each verified channel is broken down below with step-by-step guidance so you know exactly what to do before you start.
1 📧 Facetory Email Support
| Purpose | Email Address | Average Response Time |
|---|---|---|
| General Inquiries | hello@facetory.com | 2 to 5 business days |
| Billing or Disputes | hello@facetory.com | 2 to 5 business days |
How to write an email that actually gets results:
- Use a clear subject line like: "Order #[your number] - Missing Shipment" or "Billing Dispute - Charged After Cancellation."
- In the first line, state your full name and the email address tied to your Facetory account.
- Describe the issue in two to three sentences. Be specific: include the charge date, dollar amount, or tracking number.
- Attach any screenshots of charges, confirmation emails, or error messages.
- End with a clear ask: refund, replacement, cancellation confirmation, etc.
Known delays: Several Trustpilot reviewers noted response times stretching past five business days during peak shipping periods (November through January). If you have not heard back in five business days, follow up with the same email thread rather than starting a new one.
2 💬 Facetory Live Chat
- Where to access: facetory.com (look for the chat icon in the bottom-right corner of the page)
- Hours: Business hours, Monday through Friday (exact hours not publicly confirmed; morning EST tends to get faster responses based on user reports)
Steps to start a chat:
- Go to facetory.com and scroll to the bottom-right corner of any page.
- Click the chat bubble icon.
- Enter your name and email address when prompted.
- Type a brief description of your issue.
- Wait for an agent or respond to the automated prompts to route your request.
What it handles: Order status, shipping questions, product inquiries, and basic account questions.
Escalation: The chat widget may start with automated responses. If you are not getting useful answers, type "speak to a person" or "agent" to request a human. Not all sessions escalate automatically.
3 📱 Facetory In-App Support
Facetory does not currently offer a dedicated standalone mobile app on iOS or Android as a confirmed, publicly listed product. Their subscription management and support are handled through the mobile browser version of facetory.com.
To access support on mobile:
- Open your mobile browser and go to facetory.com.
- Log in to your account.
- Navigate to your account dashboard or the FAQ page.
- Use the live chat icon or locate the contact email link.
- For billing or cancellation issues, go directly to your subscription settings within the account portal.
What can be handled via mobile browser: Order tracking, subscription management, and initiating a chat or email. Complex billing disputes are better handled on desktop where you can attach files more easily.
4 📱 Facetory Social Media Support
- Instagram: @facetory (instagram.com/facetory)
- Facebook: Facetory (facebook.com/facetory)
How to use social media for support:
- Send a direct message (DM) rather than a public comment for account-specific issues.
- Include your order number and the email on your account in the first message.
- Keep the message short and specific: one issue per message.
- If you do not get a response within 48 hours, a polite public comment on a recent post sometimes speeds things up.
Best for: Getting visibility on an ignored email, asking general questions, or flagging a widespread issue. Not ideal for sharing sensitive billing details publicly.
Estimated Response Times from Facetory
| Contact Method | Expected Wait Time |
|---|---|
| Phone | Not available |
| 2 to 5 business days | |
| Live Chat | Same day during business hours |
| Social Media (DM) | 1 to 3 business days |
Patterns worth knowing: Live chat is your fastest option if you catch it during weekday morning hours. Email response times tend to stretch during the holiday shipping season (November through January), which lines up with Facetory's busiest subscription box periods. Multiple Trustpilot reviewers flagged slow email responses specifically around Black Friday promotions. If your issue is time-sensitive, lead with live chat and follow up by email the same day to create a paper trail. Avoid reaching out on Fridays if you need a same-day answer since weekend coverage appears limited based on user reports.
Before You Contact Facetory: What to Have Ready
Seriously, do not open that chat window or draft that email without pulling these together first. It will save you at least one back-and-forth.
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The email address on your account. This is the first thing they will ask. If you have multiple emails, check which one received your original welcome or order confirmation from Facetory.
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Your order number or subscription ID. Find it in any Facetory confirmation email. Subject lines usually read something like "Your Facetory box is on its way."
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The exact charge date and dollar amount. If this is a billing dispute, pull up your bank or credit card statement before you start. Saying "I was charged twice" is less useful than saying "I was charged $29.99 on February 14, 2026 and again on February 16, 2026."
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Screenshots. If there is an error message, a duplicate charge, or a tracking page showing your box stuck in limbo, screenshot it now. Attach it to your email or have it ready to describe in chat.
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Your cancellation confirmation (if applicable). If you cancelled and were still charged, having that confirmation email in front of you is the difference between a five-minute resolution and a three-day email chain.
Tips to Reach Facetory Support Faster
These are based on patterns pulled from Trustpilot reviews and general consumer behavior for subscription box brands.
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Use live chat on weekday mornings. Traffic is lower before noon EST on Tuesdays and Wednesdays. You are more likely to connect with a human agent quickly during those windows.
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Email and chat at the same time. Send your email first to create a timestamp, then open live chat. If chat resolves it, great. If not, your email is already in the queue.
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Be specific in your first message. Vague openers like "I have a problem with my order" slow things down. Lead with the issue type, your order number, and what you want (refund, replacement, cancellation confirmation).
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DM on Instagram if email goes quiet. A few Trustpilot reviewers mentioned getting faster traction after sending a polite Instagram DM when their emails sat unanswered past five days.
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Avoid Mondays and the day after a major shipping announcement. Facetory tends to send box shipping notifications in batches. The day those emails go out, support volume spikes. Wait 24 hours if your issue is not urgent.
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Ask for a supervisor or escalation path in writing. If your first chat or email response does not resolve the issue, reply directly to that thread and ask explicitly: "Can this be escalated to a supervisor or a senior support agent?"
Where to Quickly Solve Common Facetory Problems
All issues in this table are drawn from verified complaint patterns on Trustpilot, BBB, and PissedConsumer.
| If Your Problem Is... | The Best Contact Method Is... | Pro Tip |
|---|---|---|
| A billing error or unexpected charge | Email (hello@facetory.com) | Include the exact charge date and amount. Attach a screenshot of your bank statement. |
| A missing or lost shipment | Live chat | Have your order number and shipping address ready. Chat agents can pull tracking details faster than email threads. |
| Charged after cancellation | Email with subject line: "Charged After Cancellation - [Your Order #]" | Include your cancellation confirmation email as an attachment. This is the most common complaint on BBB and Trustpilot. |
| Damaged or wrong product received | Email with photos attached | Photograph the damage before opening the product further. Facetory typically requests photo evidence before issuing a replacement. |
| Can't log in or password reset | Help Center (facetory.com/pages/faq) | Try the self-service password reset first. Only escalate to chat if the reset email does not arrive within 10 minutes. |
| Subscription cancellation | Email or account portal | Log in and check your account settings first. If the cancel option is not visible, email immediately and request written confirmation of cancellation. |
| Delayed shipment with no tracking update | Live chat | Tracking numbers sometimes go stale for 3 to 5 days during carrier handoffs. Chat can confirm whether the box has actually shipped. |
Additional Helpful Links for Facetory
- Help Center / FAQ: https://www.facetory.com/pages/faq
- Start Live Chat: https://www.facetory.com (chat icon, bottom-right corner)
- Email Support: hello@facetory.com
- Billing / Account Portal: https://www.facetory.com/account
- Instagram (DM for support): https://www.instagram.com/facetory
- Facebook: https://www.facebook.com/facetory
- Cancel Subscription Guide: How to cancel Facetory
Facetory does not currently list a public fraud reporting email or a dedicated phishing report page. If you suspect unauthorized account activity, email hello@facetory.com immediately with "Unauthorized Account Access" in the subject line and contact your bank or card issuer to dispute any charges.
How Pine AI Can Help You Contact Facetory
Complaints about being charged after cancellation have been one of the most consistent themes in Facetory reviews over the past year, and getting a real resolution often means multiple emails, a chat session that loops back to the same FAQ links, and days of waiting.
Pine cuts through all of that.
Step 1: Tell us your issue. Describe what happened with your Facetory account. We will ask for a few account details to get started. Takes about two minutes.
Step 2: Pine gets to work. We handle the back-and-forth, navigate the support queue, and follow up until someone actually responds. We do not hand it back to you halfway through. The average person spends 240 minutes dealing with hold times and unanswered emails. We take that off your plate entirely.
Step 3: Your issue gets resolved. You get a confirmed answer or outcome, not a canned response telling you to check the FAQ. No runaround. No retention pitch. Just your problem handled and your time back.
Frequently Asked Questions about Facetory
