FAQ
Orders
How do I know if my order was successfully placed?
After completing your purchase, you should receive an order confirmation using the contact information provided during checkout.
If you do not receive a confirmation, please check your spam or junk folder first.
If you still cannot locate your confirmation, contact:
Please include the name and email address used when placing your order.
Can I change or cancel my order?
We begin processing orders as soon as reasonably possible.
If you need to change or cancel your order, contact us as soon as possible at:
We will try to accommodate your request, but changes or cancellations cannot be guaranteed once an order has entered processing, fulfillment, or shipment.
Can I change my shipping address?
If your order has not yet been processed or shipped, we may be able to update the delivery address.
Contact:
as soon as possible.
Once an order has been shipped, we may not be able to change its destination.
Customers are responsible for ensuring that shipping information submitted during checkout is complete and accurate.
Why was my order cancelled?
An order may be cancelled for reasons including, but not limited to:
- Payment authorization problems
- Suspected fraud or unauthorized activity
- Incorrect pricing or product information
- Inventory availability
- Duplicate orders
- Shipping restrictions
- Incomplete customer information
If an order is cancelled after payment has been collected, an applicable refund will be processed to the original payment method.
Payment
What payment methods do you accept?
Available payment methods are displayed during checkout.
Payment options may vary depending on your country, device, currency, or payment provider.
Is my payment information secure?
Payments are processed using third-party payment service providers.
Skinmagicy does not require customers to send full payment card details by email.
Please never email us your full credit card number, security code, password, or other sensitive financial credentials.
Why was my payment declined?
Payment may be declined by your bank, card issuer, or payment provider for a variety of reasons.
If your payment is unsuccessful, verify that your billing information is correct or contact your payment provider for assistance.
Shipping
Where do you ship?
Available shipping destinations are determined during checkout.
If your address cannot be selected or shipping is unavailable at checkout, we may currently be unable to deliver to that location.
How much does shipping cost?
Shipping charges, when applicable, are displayed during checkout before payment is completed.
Shipping costs may vary depending on the destination, shipping method, order value, product type, and other fulfillment factors.
How long will delivery take?
Estimated delivery information may be displayed during checkout, after your order is processed, or in your shipping confirmation.
Delivery times are estimates rather than guarantees and may be affected by:
- Carrier delays
- Customs processing
- Weather
- Holidays
- Local delivery conditions
- Incorrect addresses
- High order volumes
- Events outside our reasonable control
Please see our Shipping Policy for additional information.
How can I track my order?
If tracking is available, tracking information will normally be provided after your order has been shipped.
Tracking information may take some time to become active after a shipping label is created.
My tracking says delivered, but I cannot find my package. What should I do?
Please first:
- Check the delivery location and surrounding area.
- Ask household members, neighbors, reception desks, or building management.
- Confirm that your shipping address is correct.
- Contact the shipping carrier using the tracking number.
If the package still cannot be located, contact us at:
Why did I receive my order in more than one package?
Items in the same order may occasionally be shipped separately because of inventory location, product availability, package size, or fulfillment requirements.
If this happens, you may receive more than one tracking number.
Products
How do I use a product?
Please follow the instructions provided on the product packaging and product page.
If a product contains ingredients you have not used before, consider reviewing the ingredient list before use.
Are product results guaranteed?
No.
Individual results may vary depending on skin type, routine, frequency of use, environmental conditions, and other factors.
Product descriptions are provided for informational purposes and should not be interpreted as a guarantee of specific individual results.
What should I do if a product causes irritation?
Stop using the product if you experience unexpected irritation or discomfort.
If you have a medical concern, seek advice from an appropriate qualified healthcare professional.
Returns & Refunds
Can I return an item?
Return eligibility depends on the condition of the product and the circumstances of the request.
For hygiene and safety reasons, certain opened, used, unsealed, or personal-care products may not be eligible for return unless they arrive damaged, defective, or incorrect.
Please review our Return & Refund Policy before sending anything back.
How do I request a return?
Contact:
Include:
- Your order number
- The item involved
- The reason for the request
- Relevant photos when necessary
Please do not send a return before receiving return instructions from our customer service team.
What if my product arrived damaged or incorrect?
Contact us as soon as reasonably possible at:
Please provide your order number and clear photographs showing the item, packaging, shipping label, and damage or error where applicable.
Our team will review the information and provide the appropriate next steps.
When will I receive my refund?
Approved refunds are returned to the applicable original payment method unless otherwise stated.
After a refund has been processed, your bank or payment provider may require additional time before the transaction appears in your account.
Promotions
Can I use more than one discount code?
Discount code rules may vary by promotion.
Unless specifically stated otherwise, promotional offers and discount codes may not be combined.
Can a discount be applied after I place an order?
Promotional discounts generally must be entered and successfully applied before checkout is completed.
We cannot guarantee that a discount can be applied retroactively to an existing order.
Still Need Help?
If your question is not answered above, please contact:
Please include your order number when your question relates to an existing purchase.