If you have a question, complaint or comment, we would be happy to help you. Below you will find the frequently asked questions.
Is your question not listed? Please contact us via the contact form.
We accept payments via Klarna. Click here to find out more about Klarna.
Product availability and pre-orders:
In response to global supply shortages and delays and to address our customers suggestions we started offering the best sellers on a pre-order basis to ensure our customers get the product during the next delivery. Please note if you buy such product with other skincare, your order will be shipped once the product is available.
UK & EU operations
We are extremely happy to announce that we have launched our EU warehouse.
Here are some answers to the most frequently asked questions related to this expansion.
Why should I shop using EU warehouse?
If you are shipping the products within the EU, use our EU warehouse.
We are very excited to let you know that all our orders shipped to the EU are now being processed in our EU warehouse. We are also giving you the option to pay in EUR or PLN for even greater convenience.
This means you will enjoy
1. Cheaper and faster delivery
2. No custom charges or admin fees related to them.
3. No currency exchange fees
How to shop for the UK and the EU?
All EU orders will be fulfilled from the EU warehouse. Our UK warehouse will continue handling UK orders as well as orders from all other countries.
We hope that you will love our expanded, eco-friendly services.
Go to our Skinsider.co.uk website.
Want to ship to the EU? Select EUR to pay in Euro or PLN to pay in Polish zloty.
Want to continue shopping I the UK? Select GBP.
Where is the selection tool?
Top right corner on desktop or at the bottom of the menu on mobile devices
What currencies can I use?
GBP- for orders shipped within the UK and other countries outside the EU
EUR/ PLN for countries within the EU
When will my order be processed?
UK- Our warehouse in the UK will be working 7 days a week. All orders placed during this extremely busy time by 5pm will be processed the same day. Please note that our warehouse in the UK works weekend but the parcels are collected by couriers during working days.
EU- our warehouse will operate from Monday till Friday. Orders placed by 12 o’clock CET will be shipped the same day.
How Black Friday impacts the deliveries?
We always strive to ship the products asap. The teams at the warehouse in the UK and EU work extra hours. However, some delays may appear.
Why the product range is different?
Our goal was to reconnect with our EU customers asap. Due to logistic challenges and product shortages, we focused on bringing you the unique and best-selling products.
We will be stoking more products in our EU warehouse very soon.
What happens to my store credit?
The customers UK and other countries will keep their store credit in GBP.
The EU customers:
If you had store credit, it should be converted into EUR and uploaded to your account. If you are concerned this has not been done, please contact us and we will double check it for you.
NOT SURE WHAT TO BUY?
We are here to help you. We would love to answer any questions you may have and provide you with our expertise to help you learn more about the products we offer. Our customer service desk can be reached by email, Twitter and Facebook. Feel free to send us a question via the contact form to get an advice from one of our experts. We like to give you the best possible service. If you have any suggestions that will help improve this service, please feel free to contact us. Your ideas, comments and suggestions are extremely important to us. Please send us your comments using our contact form. We do everything in our power to ensure that we offer you great experience and products. If you are not completely satisfied with any of our products or services we would like to know this as soon as possible so we can respond appropriately. If you have a complaint please inform us using one of the options below:
- Use the contact form and we will reply within 2 working days.
- Send us email at firstname.lastname@example.org
UK orders are sent via Royal Mail. We have also a free of charge delivery via DPD on orders over £80. We offer tracked services
We offer tracked standard delivery within the UK for orders over GBP25 and Free DPD express tracked delivery within the UK on orders over GBP80.
* We are not working during UK bank holidays
DIFFERENT DELIVERY ADDRESS
If you want to send your order to a different address because you are not at home or because you are sending a gift, fill in this address during check out.
The invoice will be sent to the given e-mail address and the package to your chosen delivery address.
FOLLOW YOUR ORDER
We find it important that you know when to expect your order. Therefore, we will keep you informed about the progress of your order via email. You can also check the status of your order using the “Order Tracking Form” form on our website.
We offer free tracked standard delivery within the UK on all orders over GBP25 and DPD tracked express delivery within UK for an order above GBP80.
We also wide range of shipping services worldwide.
Yes, we ship internationally from our EU warehouse! We offer delivery between 1 to 7 working days. This depends on a shipping provider and the country the parcel is being shipped to.
We accept major payment methods: Visa, Master Card, American Express and Paypal.
We accept payments via Klarna. Click here to find out more about Klarna.
All prices are shown in GBP (i.e. Pound sterling/ British pound).
SKINSIDER GIFT CARD
Our gift cards are currently available via email. You can buy a gift card from GBP 10. You or a person indicated by you will receive a personalised e-voucher with a unique code that can be used during next visit on the Skinsider website.
CANCEL MY ORDER
We will do our best to process order cancellations (and/or changes) but our ability to do so depends on whether the order left our warehouse. Please contact us as soon as possible for a cancellation request so we can determine if we are still able to process the cancellation. For more details on cancelling the order please refer to our Terms and Conditions.
21 DAYS TO CHANGE YOUR MIND
If you are not completely satisfied with your purchase we offer you a 21-day return service. Please note, that you will be responsible for the costs of returning the items to us unless we delivered the item to you in error.
All items must be returned to us in a sellable condition. These must be returned unused and in their original, undamaged packaging.
Please contact us at email@example.com or using the contact form before you return your products. We will be glad to assist you.
We offer you a 21 day return service.
When and if returning your products, please consider the following terms and conditions:
- Cosmetic products may only be returned unopened and in their original packaging for hygienic reasons. Unfortunately, we will not take back any opened containers, jars, tubes or bottles.
- We are able to process your returns and exchanges only when the order is returned to us in sellable condition, in original packaging and in a sturdy return box, faulty products excluded. We reserve the right to refuse returns that show tear or other damage inflicted by the customer.
- General terms and conditions apply on all products supplied. Please refer to Terms & Conditions for more details.
- Always ask for proof of postage at your post office when returning an order.
- Open your shipping package with great care to keep it in good condition if you need to make a return.
WAYS TO RETURN EXCHANGE
Does your product meet the conditions required for an exchange or return? If so:
- Please fill in the form to submit your return and post the returned product or products
- Alternatively, fill out the return form and inform us you wish to return the product.
- Please note, that you will be responsible for the costs of returning the items to us unless we delivered the item to you in error.
- We always strive to honour an exchange. But, if the item requested is out of stock we will contact you and give you a choice of an alternative product or a refund. We will cover the cost of shipping the new item to the original delivery address.
TIME TO PROCESS A REFUND
As soon as your return order has been accepted we will refund your money within 14 days.
The way your refund is processed depends on your original payment method
BENEFITS OF YOUR ACCOUNT
At a glance: the benefits of your personal SKINSIDER account:
- View your user profile- View and edit your personal profile.
- View your order history- Forgot the name of your favourite product? Want to view your last order details? Check all your previous orders with the click of a mouse!
- Access to news – We will be updating you on new cosmetics and the most recent additions to our offer.
Using your coupon code (or: promotional code, discount code) online is very easy! Go to your shopping bag and start the checkout process. You will now be able to enter your coupon code in the designated field. Press the link submit and the discount will be deducted from the total amount of your purchase (shipping rate not included). For more details please refer to our Terms and Conditions.
MULTIPLE PROMOTION CODES ON A SINGLE PRODUCT OR ORDER
Our website can only apply one promotional code per single order. Promotional codes are unable to be used in conjunction with other promotional codes on the same order.
We realize the dates on our products can be confusing. Some products have the expiration date printed on the packaging while others have the manufacturing date printed. For the products on our site which have the manufacturing date (as is often the case with Korean cosmetics) the date is usually followed by the word “제조,” which, in English, means “manufacture.” Products typically have a shelf-life of two to three years.
If you are still unsure about the date on your product, feel free to contact us.
LIFE OF THE PRODUCT AFTER OPENING
A symbol introduced by the industry in conjunction with European Union guidelines recommends the length of time a product remains usable after opening. This period is referred to as the ‘period after opening’ (PAO). The period is given as a number of months and is marked with a letter ‘M’ under or within the ‘open jar’ symbol. When a PAO symbol is required this will appear on the product itself and on the outside packaging.
In practice, most cosmetic and personal care products are formulated to ensure that they are safe to use and have a shelf-life which far exceeds the normal time it would take to use the product up.
Some useful tips:
- Keep lids on products when not in use and use the product within the recommended time
- Avoid storing your products in the direct sunlight or near sources of heat and chose dry, cool (but not freezing) storage areas where possible
- Apply cosmetics with clean hands or an applicator and routinely wash all applicators thoroughly with soap, detergent or a mild shampoo
- Allow applicators to dry thoroughly before use
INGREDIENTS OF OUR PRODUCTS
Products offered on our website are effective and functional. In our range of products there are natural cosmetics and derma cosmetics. SKINSIDER Cosmetics only distribute parabens-free products! All cosmetic products are developed by specialised laboratories and produced in high-end cosmetics companies in South Korea.
We met with all our suppliers in South Korea, did extensive research of the suppliers and tested cosmetics before we decided to bring these to you.
We also continue to monitor the most recent innovations and solutions offered on the South Korea market to expand our offering in the future and add the best products available on the market.
I’VE SUFFERED A REACTION TO A PRODUCT. CAN I SEND IT BACK?
Always ensure you read the labels for ingredients and directions of use for our products to prevent an allergic reaction. We highly recommend doing a patch test on a wrist or behind the ear to avoid any skin reaction on your face.
If you suffer an adverse reaction, please stop using the product immediately and contact our customer service team.
Please be aware that in both instances we cannot accept responsibility and may refer you to the manufacturer, requesting that you deal with them directly.
We will however, do our best to resolve any issues you may have as efficiently as we possibly can.
All products distributed by Skinsider are 100% free of plastic scrub microbeads!
TESTS ON ANIMALS
None of our products are tested on animals and do not contain animal ingredients.
ORDER LARGE QUANTITIES
Yes, it is possible to order larger quantities. For more information please contact us.
We do not have a permanent retail space at the moment, but will from time to time exhibit at fairs, events, and pop-up spaces. If you would like to be informed about one of our events, please sign-up to our mailing list.
BLOGGERS AND VLOGGERS
We do appreciate it when bloggers wish to write about products offered by our website. However, we may not always be able to offer free samples.
Please contact us via contact form and provide details of your blog. We will review it and get back to you as soon as possible.