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FAQs
1. How do I track my order?
To check the status of your order, log in to your account and click “My Orders” or email tracking@Skinn.com
2. How do I cancel my order?
Log in to your account, click “My Orders”. If the order has not already shipped, then you will see three options:
1. “Pay”
2. “Cancel”
3. “View”
Clicking “Cancel” will show a confirmation message at the top of the screen saying “Your order was cancelled”. The order is now cancelled. Please note that once an order has begun processing or has shipped, the order is no longer editable.
3. My order never arrived.
Log in to account to check your order status. Be sure that all of the items in your order have shipped already. If your order displays the Package Tracking Numbers, check with the shipper to confirm if your packages were delivered. If your packages each show a status of “delivered”, please contact customer service for assistance.
4. An item is missing from my shipment.
Log-in to your account and check the order history to verify all items missing were processed. If the item was processed please contact customer service for further assistance. If the item was not processed you will need to re-order.
5. I received the wrong product.
Please log-in to your account and check the order history. If the order history does not match what you received, please contact customer service within 72 hours.
6. What if my order was damaged in shipment?
Please see Returns & Exchanges policy. If you receive a damaged or defective item, we will be happy to send you a new product, simply call or email customer support.
Mon-Fri: 9:00am-6:00pm PDT Toll Free: 1-866-DIMITRI (1-866-346-4874) If outside North America: 1-951-699-7601 Email: Customerservice@skinn.com
7. How do I return my product?
8. When will my credit appear on my account?
Credits usually take 7-10 business days from the time we receive your item(s).
9. Do you ship internationally?
Yes. During signup we’ll ask for your shipping address details including country. If your country is not in the dropdown menu of available countries, unfortunately we cannot ship to your country at this time.
10. What are my payment options?
• Visa
• Paypal
• Mastercard
• American Express
• Discover
11. How do I apply my coupon code?
Click on the shopping bag icon located at the top right of the site. In the resulting menu you will see the list of products in your bag. There will be an option to either Checkout or View Cart. Either option will allow you to enter a coupon.
- If you choose “View Cart”, there will be a summary view of the cart with options to update or delete products. Beneath the product list is a text box labelled “Coupon/Gift Code” and a button next to it to “Apply Code”.
- If you choose the “Checkout”, there will be an order summary page with text outlined in grey at the top of the page that reads “Have a coupon? Click here to enter your code”. When you click on the “Click here to enter your code”, a text box labelled “Coupon/Gift Code” and a button next to it saying “Apply Code” will appear under the gray outlined text.
12. How do I redeem/purchase a gift card?
To purchase an E-Gift Certificate for someone, click here. If you are the recipient of an E-Gift Certificate, you will receive it via email.
13. How do I create an account?
If you’re not already logged in as a user, the right of the site will have a menu item that says “Sign In”. When you click on this menu item you will be taken to the “My Account” page where you will have two options: 1. Sign In, and 2. Register. If you enter an email address and specify your password in the “Register” box, you will create a new user account on the site and an email confirming the new user account will be sent to the specified email
14. How do I edit my account information?
Login to your user account and click “Edit Account” on the left side of the page.
15. How do I recover my password?
Click “Sign In” on the top right side of our site. On the Sign In/Register page, select “Lost your password?” located at the bottom of the “Sign In” box. This will take you to a new page where you can specify the email address for your account on file. Submitting this email address will trigger an email notification at the address specified which will provide a link to set a new password. Clicking on the link provided will take you to the website where you can set a new password. Once the new password is saved, there will be a link at the top of the page to login.
16. How do I subscribe to Skinn emails?
To receive exclusive updates, special offers and exclusive tips, subscribe to our newsletter. Click the envelope icon on the top of the homepage.
17. How do I unsubscribe from Skinn emails?
To unsubscribe from our email newsletter, simply click the unsubscribe link at the bottom of the email.
18. Does anyone else see the information I provide to Skinn?
19. Do I have to pay sales tax?
Skinn is required to collect sales tax on the purchases made in the state of California only.
20. I have a question about my charges.
After signing in, go to “My Account” located at the top right of our site. You may compare your orders on our website, with your financial records. If you have questions or concerns, please contact customer service for further assistance. Check with your financial institution for currency exchange rates or other applicable charges and fees.
Mon-Fri: 9:00am-6:00pm PST Toll Free: 1-866-DIMITRI (1-866-346-4874) If outside North America: 1-951-699-7601 Email: Customerservice@skinn.com
21. I need a copy a copy of my receipt/invoice.
A receipt/invoice should have been emailed to you with your purchase. You can view your orders on the “My Account” page located at the top right of our site. Click on “View” next to the order you would like to receive a receipt for and you will be taken to the order summary view page that includes the receipt. You may print if needed. If you did not receive an email, please contact customer service.
22. When will my credit card be charged?
Your credit card will be charged within 24 hours prior to shipment of your item(s).
23. Is it safe to use my credit card?
24. Do you test on animals?
Skinn Cosmetics does not conduct, commission, or pay for any tests on animals for ingredients, formulations, or finished products, nor do we delegate this task to others. To further our commitment, we only engage with suppliers that share our support of animal welfare through a comprehensive cruelty free policy in accordance with People for the Ethical Treatment of Animals (PETA.)
25. Where can I purchase Skinn products?
- Skinn is sold exclusively through the following channels;
- Televised home shopping networks
- Authorized online boutiques.
- The Skinn store on Skinn.com
- We do not authorize sales through secondary markets such as Amazon or Ebay. These items may be counterfeit.
26. Why has my favorite product been discontinued?
We apologize for discontinuing your favorite Skinn product. We appreciate your understanding when a formulation or shade is discontinued; it is not done impulsively, but by taking into account many factors. Decisions to discontinue or introduce a product or size are made in response to consumer preferences and purchasing patterns throughout the country. If you do not see your favorite item on our website please contact customer service, as it is possible we may have small quantities on reserve.
27. Do you offer discounted programs for professional makeup artists and estheticians?
Yes, please contact Pro@Skinn.com.
28. How do I redeem an offer I have seen on television?
Through our live television partners, we are able to offer limited time offers and product sets, which may no longer be available. To shop some of our best-selling value kits, click here.