If you have any questions not answered below then please contact us by phone or email. Any member of our Customer Service team will be delighted to help you!
Email: Please send us your questions or comments to firstname.lastname@example.org and we will respond within 48 hrs.
Call us at: 1-800 378 7952
Lines are open: 6.00am to 12.00pm New York Time, Monday to Thursday.
Do you ship to my country?
We ship to most Countries. However, please create an account by clicking the 'My Account' link at the top of our site. During sign up we'll ask for your shipping address details including country. If your country is not in the drop down menu of available countries, unfortunately we cannot ship to your country at this time.
How much is my shipping?
Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices.
When will my order ship?
We operate an efficient shipping department and will ship your order shortly after we receive payment from you.
What is the return policy?
If you are not satisfied with your purchase simply return the unused and undamaged goods to us within 7 working days after the day on which the goods are received. Please understand that a 20% restocking fee will be applied as we often cannot resell any returned products. Please return the goods to us at the address printed on your invoice. Also, please provide us with written details of why you are not happy with your goods. You will be refunded for the cost of the goods. This refund will not include postage costs. Refunds will be made within 30 days of receipt of the returned item(s). This does not affect your statutory rights as a consumer.
Other Returns: Replacements or refunds will be given if the goods are found not to be of merchantable quality. You will also be re-imbursed for postal costs incurred in returning these items to Skin Culture. Please contact Skin Culture and obtain a returns authorisation number before returning any goods to us. Please return the goods to our address as printed on your invoice, with a short note explaining the reason why the goods are being returned. Refunds will be made within 30 days of receipt of the returned item(s). This does not affect your statutory rights as a consumer.
Has my order shipped?
Click the 'My Account' link at the top of our site to check your orders status.
How do I track my order?
My order never arrived
Click the 'My Account' link at the top of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer services on 1-800 378 7952 or email email@example.com for assistance.
All of our items are shipped from our head office in the UK. We anticipate delivery to be within 10 business days from date of shipping, depending upon where you are based in the world. While the majority of customers will receive their orders in around 7 - 10 business days from date of shipping there are cases where orders may be delayed by the postal system which are beyond our control.
If your order does not arrive within 10 business days of dispatch, please do not worry - it is very likely that it will arrive very soon. In line with our courier's guidelines, we will not consider a package lost until 25 working days have passed. This is because the vast majority of packages will be delivered or returned to us as 'undeliverable' within this time.
If after 25 business days your order has still not arrived, please contact us via our help and information pages on the website to arrange a free replacement.
An item is missing from my shipment.
Please contact customer services on 1-800 378 7952 or email firstname.lastname@example.org for assistance.
I received the wrong product.
If you feel that you have received the wrong product, please contact customer services on 1-800 378 7952 or email email@example.com for assistance, within 72 hours of receiving the product.
When will my backorder arrive?
Please refer to the Back Order letter enclosed with your order. Alternatively, please contact us on 1-800 378 7952 or email firstname.lastname@example.org for assistance.