FREQUENTLY ASKED QUESTIONS
WHAT PAYMENT METHODS DO YOU ACCEPT?
You can checkout with all the major Credit Cards, PayPal, and Apple Pay in our store.
HOW SECURE IS MY PERSONAL INFORMATION?
SkinCleanr adheres to highest industry standards in order to protect your personal information with the best security solutions.
Your credit card information and personal details are encrypted during transmission using SSL (secure socket layer technology), which is the industry standard for processing payments on the internet.
DO YOU SHIP INTERNATIONALLY?
We offer worldwide shipping.
HOW LONG DOES IT TAKE FOR MY ORDER TO SHIP OUT?
All items are subject to a handling period before they are dispatched.
90% of orders leave the warehouse within 2-3 days of payment.
We will notify you by email when your items have been shipped.
MY TRACKING NUMBER IS NOT WORKING
You will receive your tracking number by email within 2-5 days from your order. Please Contact Us in case your tracking number isn't working and we'll do our best to get you some information about it!
HOW DO I KNOW IF MY ORDER HAS BEEN SHIPPED OUT?
When your items have been dispatched, we will send a notification email to your registered email address you used at checkout. The tracking number is normally available within 1 or 2 days after dispatch.
THE TRACKING SITE SAYS DELIVERED BUT I HAVEN'T RECEIVED MY PACKAGE YET
Sometimes postal tracking services mark an order as delivered when it has reached your local post office, even though you have not yet received your package. In this case, please wait a few more days for your postal service to deliver the package to your home or contact your local post office as they may hold the item for you.
SHIPPING & DELIVERY
MY ORDER DID NOT ARRIVE ON TIME, WHAT SHOULD I DO?
If for any reason whatsoever your items do not arrive within 45 business days from the purchase date, please Contact Us.
HOW LONG DOES SHIPPING TAKE?
US orders have an average shipping time of 4-9 days.
The rest of the world have an average shipping time of 10-15 days.
HOW IS THE PACKAGE BEING DELIVERED?
The package will be delivered to your home, mailbox, porch or local post office with a notice left on your mailbox.
Most orders will be available for a pickup from your local post office once you receive a notice letter by your mailbox. This also happens if the mail service has tried to deliver the package to your home but no one was there to accept it and it couldn't be left anywhere safe.
HOW MUCH DO YOU CHARGE FOR SHIPPING?
We offer FREE shipping worldwide!
WHERE IS MY PACKAGE BEING SHIPPED FROM?
We have various warehouses located worldwide and will ship your order depending on routing logistics and available stock levels. If you need more information about this, please Contact Us.
RETURNS & REFUNDS
WHAT IF I RECEIVE A DAMAGED/FAULTY PRODUCT?
If you have received a damaged or faulty product from SkinCleanr, please please Contact Us immediately. We may require photographic or video proof of the damage in order to ship you a replacement.
I PUT A WRONG SHIPPING ADDRESS/CHOSE THE WRONG ITEM! CAN I STILL CHANGE IT?
If this happens to you, Contact Us as soon as possible and we will do our best in order to solve this issue. If your order has already entered the shipping process, we won't be able to stop it. Please Contact Us anyway, as we still care and we'll try to help in any case. We know how frustrating it can be to pay for something you can't use. Please note: if we can't cancel the order, we won't do a refund if you ordered your products to the wrong address.
MY PACKAGE IS STUCK IN CUSTOMS, WHAT CAN I DO?
Unfortunately we cannot be responsible for delays caused by the postal service or customs in your country. However, if this happens to you, please Contact Us and we will do our best in order to assist.
Payment of customs charges and taxes is the responsibility of the recipient and will not be covered by SkinCleanr. For further details of the charges, please contact your local customs office.
If your order is held up in customs, we suggest calling your country's customs department directly and asking them to release your items.
CAN I CHANGE MY SHIPPING ADDRESS?
Once you have placed an order, the information goes straight to the shipping department which takes 1-3 working days to process. After which the shipping department will send the tracking codes to the data entry to update the tracking information and send a shipping confirmation email to the customer. If you need to make any changes to your shipping address, please Contact Us as soon as possible and we might be able to take care of it.
Please ensure that all the information you have provided is correct before submitting your order to prevent shipping your items to the wrong address.
NOTE: To all customers that provided a different shipping address than their permanent address, we will not be responsible for lost or undelivered parcels and/or if you moved out of the address you provided us.