|Customer Care FAQs.|
Customer Care FAQs
|How to Cancel or Modify an Order|
We process your orders immediately to ensure that they are shipped promptly. Once an order has been placed, you may request a cancellation or modification, provided that it has not been processed. This is approximately 10 minutes after placing the order. To cancel your order, log into Live Chat and speak with a customer service representative. If we are not able to catch the order in time, you may return the order. Please review our return policy online.
|Shipping Address Correction|
Please verify that your shipping address is correct before submitting your order. Incorrect addresses may result in undeliverable packages, or delays. If your address is incorrect, please notify us as soon as possible . To contact us, log into Live Chat and speak with a customer service representative or email us at firstname.lastname@example.org. We are not liable for undeliverable packages caused by an incorrect address.
If your package ships out with an incorrect address on it, and the package is lost, we are not responsible for shipping a new package to you.
|Backorder and Out of Stock|
Our products are 99% in stock, however in the event that an item you purchased is out of stock or temporarily unavailable from the manufacture, we will notify you of partial shipment. If you received a partial order, the remaining item will be placed on backorder and ship to you as soon as it is back in stock. Backorders are shipped without any shipping cost. You may cancel a backorder or make changes to it by call the number found on the invoice included in your shipment.
Report missing items immediately. To prevent missing items in your order, items are triple checked for accuracy. The UPC codes are physically recorded on your original order to make sure we have the items at hand. Your parcel is then weighed as a cross check for validation before shipment. Please check your parcel completely before notifying us of missing items. Report any discrepancies in your order immediately via Live Chat.
Report damaged items immediately. Log into Live Chat and speak with a customer service representative or email us at email@example.com. Depending on the carrier, we will either send you a return label or the carrier may need to retrieve the damaged items for investigation. Please retain all packaging material in case an inspection is required. Failure to report damaged items in a timely manner may result in a least favorable claim.
Report wrong items immediately. To report a wrong item, log into Live Chat and speak with a customer service representative or email us at firstname.lastname@example.org. We will send the correct item as a new order, included with a return label inside the parcel. Use the return label to return the "wrong" item back to us via USPS mail. A credit will be issued back to your credit card as soon as we receive the item.
Returns/Exchanges are accepted within 7 days of receipt only if the product has not been opened and in its original package accompanied with the receipt and a returned approval code. Note, all returns are subjected to 15% re-stocking fee.
Please note our products are sold to customers who have used the products before and are purchasing on a re-order basis. If you have not used the product before, and want to try the product, we strongly recommend you visit your local salon for samples before making your purchase.
Once the items have been opened, we are not able to accept returns or exchanges on any opened products for any reasons. We can not accept returns or exchanges for discontinued products. Due to manufacture's return policy, we can not accept returns on Cellex-C. No returns on Makeup. The shipping fee for items being returned should be paid by the customer.
Due to sanitary reasons, we can not accept returns on used or opened appliances. Defect in material and workmanship is covered under Manufacture’s warranty. Return warranty card to manufacture within 30 days of purchase to be active.
Postage on returned items are non refundable. If you are returning an item that was shipped with free shipping promotion, the shipping cost will be deducted from the total refund amount.
To return your un-used item, contact our customer service representative via Live Chat to obtain an RMA number.
|How to Return Items|
- Email us to obtain an RMA number. Once approved, we will send you instructions and information on how to return the item(s). Please see our return policy.
- Re-pack the item(s) securely to ensure arrival in original condition.
- Include a copy of the receipt and RMA# in the package.
- Return within 7 days of receipt.
If the return is a result of our error (item you received is not the same as item on the invoice) we will credit you back for the returned item(s) plus the shipping cost. If the return is not due to our error, customer pays the shipping fee for returning the item(s).
Please use a reliable carrier with tracking number for your return. We are not responsible for return packages that are lost or damaged in transit.
Orders are generally processed and shipped in 24-48 hours. Orders with credit card billing address not matching to the card holder’s billing address or bad CVV code will be delayed and put on hold for further verification.
Shipping cost is based on the quantities ordered and the shipping destination. You can use the shipping cost calculator found at the bottom of the page on the order from by adding the items into the shopping cart and selecting “USPS International Airmail” shipping method. Heavy items (like shampoos) may have restrictions for express shipping. We will ship heavy items over 6 pounds via the best possible method. Flammable items (like hair spray with alchohol) can not be shipped express.
|Tracking Your Recent Order|
my USPS Domestic order now - domestic USPS (U.S. mail - includes P.O. box, AK,
GU, HI, PR, VI (US), APO, FPO)
USPS Customer Service: 1-800-275-8777
my USPS Int'l Express order now - International USPS
(Please note, tracking is not available for standard USPS Int'l Airmail, however details will be sent via email regarding your order once it has shipped)
USPS Customer Service: 1-800-222-1811 (International Inquiry Center)
my FedEx order now - domestic FedEx (all states on
FedEx map, except HI, and AK)
FedEx Customer Service: 1-800-463-3339
Please allow 48 hours for USPS or FedEx database to update your order status once you have received your tracking number.
You will receive an email confirmation from us as soon as your order has been submitted successfully. The confirmation email includes your order number and summary of your order. Once your order is shipped, we will send you a tracking number. This time frame takes approximately 24-48 hours after you have placed your order. For domestic orders, we strongly recommend signature confirmation for USPS delivery option.*
* Skin Beauty is not responsible for lost, stolen, or missing boxes that show as "delivered" via tracking number. If no signature confirmation is requested, the customer assumes full responsibility and liability for lost or stolen packages that track as "delivered." Signature confirmation is an optional service that must be requested by the customer. We highly recommend signature confirmation for apartments, condominiums, and for clients that have had packages go missing before. If no request is made for signature confirmation, packages can be left at the shipping address per the driver's discretion with a full waiver of liability
Free USPS shipping on USA purchases of $60
Purchases of $60 (after any coupons are applied) are shipped free to USA destinations. Purchases under $60 are shipped at a flat rate of $4.95
United States destination includes all 50 States including P.O. box addresses, AK, GU, HI, PR, VI (US), APO, FPO, DPO .
DOMESTIC (Inside USA)
|| Transit Time
|USPS to USA
(includes P.O. box, AK, GU, HI, PR, VI (US), APO, FPO)
if you select this method see signature waiver
(Free for orders over $60)
|2 - 7
|USPS to USA Signature (includes P.O. box, AK, GU, HI, PR, VI (US), APO, FPO, DPO)
(Free for orders over $60)
|2 - 7
| USPS Express to USA (Domestic US 50 States)
|| $21.00 + $3.00 per item
|| 1 - 3 business days
(Domestic US 48 States)
||$7.00 + $1.00 per
||5 - 10 business days
|| Transit Time
| USPS Int'l Airmail (No tracking number available)
|| $16.35 + $3.00 per item
|| 2 - 6 weeks
|USPS Int'l Express (Comes with tracking number)
|| $42.00 + $1.00 per item
|| 5 - 10 business days
|USPS to Canada
|| $3.00 + $3.00 per item
|| 2 - 6 weeks
|USPS Express to Canada
|| $32.00 + $1.00 per item
|| 5 - 10 business days
My Account Registration is optional and is not required to make a purchase.
New Improved Version of My Account Registration implemented as of 3/11/2011. If you have registered prior to this date, please register again under our new improved My Account Registration, as you will be able to create a new account without the requirement of having a Yahoo!, Google, or AOL email account. More flexiblity!
Benefits of Registration:
- Place an order in just a few clicks, without having to re-enter your shipping information and other details each time you shop. Your shipping and billing addresses will be pre-populated at the checkout pages.
- Access your order information, order history, shipping status and tracking number(s) by signing into your account, any time.
- Easily re-order items with one click.
- Update your shipping and billing address(es), and other profile information at any time.
- Receive Exclusive Offers.
- Add items to My Favorites
- Customer's rewards loyalty program and product reviews.
How to Register:
Go to My Account Registration and create an account by filling in the required information. Your next order will be a breeze. No more entering in the same information again. Thank you for registering!
Forgot Your Password:
Retrieve your password - An email will be sent to you with instructions on resetting your password.
|International Delivery Status|
International transit time is approximately 2-6 weeks for USPS Int’l Airmail and 5-10 days for USPS Int’l Express once it leaves our facility.
We can request additional information from USPS on your parcel, however USPS requires a minimum grace period of 45 business days for international parcel before an investigation request can be initiated. If you have not received your parcel after 45 days, please notify us to file a claim.
Tracking number is available for international parcel shipped USPS Int’l Express. Tracking is not available for USPS Int’l Airmail. We recommend you to select USPS Int’l Express for faster and more reliable delivery service.
|Custom's Regulations & Duty Fees|
Some items are subject to customs fees (taxes, duties, processing fees, brokerage fees, etc.) when it arrives. Unfortunately, Skin Beauty has no control over these fees.
If you are not familiar with the customs fees in your country, please check with your local customs office for more information.
The shipping charges do NOT include customs fees, import taxes, brokerage fees, or duties. If you refuse to pay the customs fees when your order arrives, the shipment will be returned to Skin Beauty and we will be charged the customs fees plus return shipping costs. Therefore, we do not issue refunds for customs fees, shipping, or the cost of your order if you refuse to pay the customs fees.
Occasionally packages are returned to us as undeliverable. A package is deemed undeliverable for one of the following reasons:
If your package has been returned to us as undeliverable, arrangements for re-delivery can be made upon recipient's request. Please note, shipping fee for re-delivery is paid by the recipient.
- Incorrect Address: If the address is incorrect, missing an apartment number or business name.
- Non-deliverable Address: Non-deliverable addresses include buildings that no longer exist, addresses that do not accept mail.
- Recipient did not pay customs tax.
- Unclaimed by recipient.
- Failed Delivery Attempts: Most of our carriers make three attempts to deliver a package.
- Refused by Recipient.
If you refuse to pay the customs fees when your order arrives, the shipment will be returned to Skin Beauty and we will be charged the customs fees plus return shipping costs. Therefore, we do not issue refunds for customs fees, shipping, or the cost of your order if you refuse to pay the customs fees.
|Skin-Beauty ships to the following countries:|
Afghanistan; Albania; Algeria; American Samoa; Andorra; Angola; Anguilla; Antarctica; Antigua and Barbuda; Argentina; Armenia; Aruba; Australia; Austria; Azerbaijan; Bahamas; Bahrain; Bangladesh; Barbados; Belarus; Belgium; Belize; Benin; Bermuda; Bhutan; Bolivia; Bosnia and Herzegowina; Botswana; Bouvet Island; Brazil; British Indian Ocean Territory; Brunei Darussalam; Bulgaria; Burkina Faso; Burundi; Cambodia; Cameroon; Canada; Cape Verde; Cayman Islands; Central African Republic; Chad; Chile; China; Christmas Island; Cocos (Keeling) Islands; Colombia; Comoros; Congo; Cook Islands; Costa Rica; Cote D'ivoire; Croatia (Hrvatska); Cyprus; Czech Republic; Denmark; Djibouti; Dominica; Dominican Republic; East Timor; Ecuador; Egypt; El Salvador; Equatorial Guinea; Eritrea; Estonia; Ethiopia; Falkland Islands (Malvinas); Faroe Islands; Fiji; Finland; France; France, Metropolitan; French Guiana; French Polynesia; French Southern Territories; Gabon; Gambia; Georgia; Germany; Ghana; Gibraltar; Greece; Greenland; Grenada; Guadeloupe; Guam; Guatemala; Guinea; Guinea-bissau; Guyana; Haiti; Heard and McDonald Islands; Honduras; Hong Kong; Hungary; Iceland; India; Indonesia; Iraq; Ireland; Israel; Italy; Jamaica; Japan; Jordan; Kazakhstan; Kenya; Kiribati; Korea, Republic of; Kuwait; Kyrgyzstan; Lao People's Democratic Republic; Latvia; Lebanon; Lesotho; Liberia; Libyan Arab Jamahiriya; Liechtenstein; Lithuania; Luxembourg; Macau; Macedonia; Madagascar; Malawi; Malaysia; Maldives; Mali; Malta; Marshall Islands; Martinique; Mauritania; Mauritius; Mayotte; Mexico; Micronesia, Federated States of; Moldova, Republic of; Monaco; Mongolia; Montserrat; Morocco; Mozambique; Myanmar; Namibia; Nauru; Nepal; Netherlands; Netherlands Antilles; New Caledonia; New Zealand; Nicaragua; Niger; Nigeria; Niue; Norfolk Island; Northern Mariana Islands; Norway; Oceana; Oman; Pakistan; Palau; Panama; Papua New Guinea; Paraguay; Peru; Philippines; Pitcairn; Poland; Portugal; Puerto Rico; Qatar; Reunion; Romania; Russian Federation; Rwanda; Saint Kitts and Nevis; Saint Lucia; Saint Vincent and The Grenadines; Samoa; San Marino; Sao Tome and Principe; Saudi Arabia; Senegal; Serbia and Montenegro; Seychelles; Sierra Leone; Singapore; Slovakia (Slovak Republic); Slovenia; Solomon Islands; Somalia; South Africa; Spain; Sri Lanka; St. Helena; St. Pierre and Miquelon; Suriname; Svalbard and Jan Mayen Islands; Swaziland; Sweden; Switzerland; Taiwan; Tajikistan; Tanzania, United Republic of; Thailand; Togo; Tokelau; Tonga; Trinidad and Tobago; Tunisia; Turkey; Turkmenistan; Turks and Caicos Islands; Tuvalu; Uganda; Ukraine; United Arab Emirates; United Kingdom; United States; US Minor Outlying Islands; Uruguay; Uzbekistan; Vanuatu; Vatican City; Venezuela; Viet Nam; Virgin Islands (British); Virgin Islands (U.S.); Wallis and Futuna Islands; Western Sahara; Yemen; Yugoslavia; Zaire; Zambia; Zimbabwe
|Method of Payment |
We accept Visa, Mastercard, Discover, American Express, and PayPal. Transactions are in US Funds.
|Skin-Beauty Coupon Policy|
The coupon codes offered by Skin-Beauty are subject to the following terms and conditions:
Because coupon credits are linked to your rewards points, you must apply the code at time of checkout. Our system does not allow for us to make manual adjustments once your order has been submitted. Thank you for your understanding.
- The coupon code must be entered by the customer at the time of purchase. Failure to do so does not entitle the customer to a refund of the coupon discount amount after the sale. We cannot retro-actively apply coupon discounts for orders already placed.
- One coupon per customer.
- Coupon is valid for online purchases only.
- Some restrictions apply to certain brands and sale items.
|Enable Cookies - If you can NOT add items to shopping cart|
Enable Cookies if you can NOT add items to shopping cart.
Known problem: Not able to add items to the shopping cart when selecting the "Add to Basket" button.
Solution: Enable Cookies
Follow instructions to enable cookies.
(1) At your Internet Explorer browser, Select "Tools" + "Internet Options".
(2) Select "Privacy" tab
(3) Move slider to "Medium" then click "Apply" + "OK"
You should now be able to add more than one item to the shopping cart.
|International Missing or Damaged Items|
If you received a package that has some contents missing or damaged, take it to the Post Office™ servicing your zip code area right away. Be sure to bring the item, the mailing container, wrapping, packaging, and any other contents. The Post Office will verify the damage and have you complete a claim form
Once you have obtained a copy of the claim form from the post office, please send us a copy of the form via email to email@example.com. We will contact the post office to follow through with the claim. This process takes approx. 5 business days.
|Reward Points Policy - How to Receive Reward Points|
How come I did not get rewards points for my last purchase?
You must first register to receive reward points on your initial purchase. Reward points are valid for orders placed after you have created an account. Prior purchases are not valid to receive points.
|How Do I Change My Email in MyAccount?|
If you need to change your email in MyAccount, please email us a firstname.lastname@example.org to update your email. Your new email account will retain all the order history and reward points. Rewards points can not be combined/added from two existing email counts.
|How long do I have until my reward code expire once it has been redeemed? |
Reward code is valid for 20 days after you have put in a redemption request. Please use the code before expiration, as we are not able to revert the redemption requestion once it has been initiated.
|Domestic USPS Signature Waiver|
Skin Beauty is not responsible for lost, stolen, or missing boxes that show as "delivered" via tracking number. If no signature confirmation is requested, the customer assumes full responsibility and liability for lost or stolen packages that track as "delivered." Signature confirmation is an optional service that must be requested by the customer. We highly recommend signature confirmation for apartments, condominiums, and for clients that have had packages go missing before. If no request is made for signature confirmation, packages can be left at the shipping address per the driver's discretion with a full waiver of liability.
If you did NOT request signature confirmation and your tracking number shows that your parcel was delivered, but you have not received it, contact USPS at 1800-275-8777. You will need to provide them your name and tracking number. They will conduct an investigation (tracer with a case number) and give you more details on your parcel. Ask for "customer service" when calling.
|Shipping to APO Adresses|
|Transaction cannot be processed error|
If you receive a "transaction cannot be processed" error during checkout, it means that your credit has declined due to insufficient funds, or there is a "typo" in the credit card number or wrong expiration date.
|Can you apply my reward points to my order?|
Unfortunately we are not able to apply your reward points to your order. Your reward points are linked to your unique email and hence has to be redeemed by you when purchasing. Only one coupon code (reward code) can be used per order.
|Skin Beauty Exchange Policy|
For faster service on exchanges, we recommend you reorder and purchase the correct item online. Send the return back to us with the RMA number. When we receive the returned products we will credit your account, less shipping charges. The customer is responsible for cost of shipping the exchange.