FAQs

Are Skincleanze products tested on animals?

Skincleanze is against animal testing and we do not test any of our own brand products or their ingredients on animals, nor do we commission, via third parties, testing of our products on animals.

What are your shipping details?

Orders are shipped within 24 hours excluding weekends and public holidays. Once your order has been shipped you will receive notification via email including Royal Mail tracking information. if you have provided a mobile phone number you will also receive progress and delivery updates from Royal Mail via SMS.

Where do you deliver?

We deliver throughout the United Kingdom including Northern Ireland, Isle of Anglesey, Isle of Wight, Scilly Isles, The Scottish Islands and the Channel Islands.

What is your return policy?

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To start a return, simply contact us at sales@skincleanze.co.uk. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.

Can I change what I have ordered?

Once an order has been placed, it cannot be amended but if you contact our customer team via our Contact Us hub before it’s dispatched, we can cancel your order and you can then place a new order with us.

I entered the wrong shipping address, can this be changed?

if you contact our customer team via our Contact Us hub before your order has been dispatched, we may be able to amend your delivery address.

How do I enter my voucher code?

Voucher codes can be entered at the “My Basket” stage of your order by entering your promotional code into the “Voucher code” box. Make sure you enter the codes as it appears on the offer as they are case and space sensitive. These codes can’t be used with any other offers and can only be used once per customer.

I forgot to use my voucher code - can I add it?

You can only add voucher codes at the time of placing an order, but you may be able to use it on your next purchase if it has not expired.

The checkout won't accept my card details, why is this?

Please make sure your card details are entered exactly as they are written on your card. Please also make sure that when entering your card and billing details.

I'm having trouble placing an order- can you help?

Definitely, It would be great if you could tell us exactly what error messages you see, please contact our Customer Team via our Contact Us hub and one of the team will be able to help you.

Can I remove or change the quantity of an item in my basket?

You can change the quantity or remove items in your basket just by clicking on ‘My Basket’ at the top right of the website. Once in the ‘My Basket’, you can remove any of the items or change the quantity at the side of each product.

How do I search for a specific product?

All you need to do is type in a keyword, brand or product type in the search box at the top right of the screen on every page.

What are your delivery services?

Full details about our delivery options can be found on our shipping information page.

How do I find out what's happening with my order?

Tracking your order is easy, once it’s dispatched we will send you an email that will have a link to the tracking website. You can also log in to ‘My Account’ and track your order once it’s been dispatched via your ‘Order History’, under my account in the header.

What should I do if my order hasn’t arrived?

If your order hasn't arrived on the expected date, please contact our Customer Team via our Contact Us hub.