FAQs

Below are some of the most frequently asked questions by our Cherubs.
If you have other questions, please send us an email at hello@skincupid.co.uk.

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  • General Questions
  • Skincare and Products Questions
  • Order Questions
  • Shipping Questions
  • Payment Questions
  • Return Questions

General Questions

Our customer support service operates Monday to Friday from 10:00 AM to 7:00 PM.

We strive to provide a response within 24 hours during our service operation hours and we do our best to get back to you as soon as possible; however, our response times may be slightly delayed during peak or high volume periods. We appreciate your understanding.

In the event that the product you're interested in is presently out of stock, kindly utilise the "Notify Me When Available" button on the respective product page. This way, you'll receive an email notification as soon as the product is back in stock and ready for purchase.

You can pay online with any of the following payment methods:

  • Credit/debit card (VISA, Mastercard, AMEX, Discover)
  • Clearpay
  • G Pay
  • PayPal
  • Shop Pay

Absolutely! Feel free to join our loyalty programme by signing up here.

If you already have a Skin Cupid account, you don't need to sign up as you are automatically enrolled to our program. Simply log in to our website and go to the Rewards page to check your points and rewards.

We hold our cherished Cherubs in high regard, and the points and coupons you'll earn are our way of showing our appreciation for your loyalty.

Yes! We offer a 10% off discount code for your first order. You can get this discount code by subscribing to our newsletter.

Please note that this discount code cannot be used for subscription boxes or sets, products on sale and certain collections.

If you want to apply a discount code to your order you can follow these steps:

On a Computer

  • Proceed to the checkout page.
  • On the right-hand side of the page, you will see a list of the products you've selected.
  • Below the list of products, you will find a space to enter your discount code.
  • After entering the code, make sure to click on the "Apply" button.
  • You will see your discount is being applied to your order.

On a Mobile Phone

  • During the checkout process, you will first be asked to enter your shipping information and select your preferred shipping method on the initial screens.
  • On the third screen, you'll see a space to enter your discount code. This field appears before the payment information.
  • Enter your discount code and hit the "Arrow" button to apply the discount to your order.

You can also use a gift card by following the same steps outlined above.

Offers, promotions, discounts and discount codes are not stackable, this means that they cannot be used in conjunction with other discount codes, offers, promotions or discounts.

Skincare and Products Questions

If you are unsure of where to start or would like product recommendations based on your skin concerns, you may contact us at hello@skincupid.co.uk. We will ask you a few questions to know more about your skin type and concerns to provide personalised recommendations for you.

When introducing a new product into your skincare routine it is highly important to perform a patch test. A patch test involves applying a small amount of the product to a discreet area of your skin, such as behind your ear or on your neck. By doing this, you can check for any adverse reactions, like redness, irritation, or allergies, before using the product on a larger area of your face or body.

When introducing multiple new products to your skincare routine, it's also advisable to follow a staggered approach. This means adding one new product at a time and allowing a few days to assess how your skin reacts before adding another new product. This approach helps you identify which product may be causing any issues or providing the desired benefits.

Following these recommendations will help to ensure that you get the best results while minimising the risk of any adverse reactions.

Order Questions

We aim to dispatch orders within 24 to 48 business hours from the moment of order creation. Business hours span Monday to Friday, from 10:00 AM to 7:00 PM, excluding UK bank holidays.

Please note that, if the 48-hour period falls outside of our business hours, an additional day will be required for processing, as the order will be collected on the following day.

During sale periods and due to an increase of orders received, this time frame can be extended We kindly ask for your understanding and support during busy periods as we do our best to dispatch orders as soon as possible.

Once dispatched, your order should arrive within the time frame of your chosen delivery method, which you can double-check in your order confirmation email. For the UK this is typically within 2-4 working days and for international orders, it can be between 7-15 working days (this excludes weekends and public holidays). Please see our shipping policy for more information.

Please note that for international deliveries there may be unforeseen delays that are out of Skin Cupid's control, such as local country customs processing times. Once your order is shipped, you should receive a shipping confirmation email which contains a tracking link. Please follow the tracking link to see the latest delivery update.

Following the dispatch of your order, an email confirming the shipment will be making its way to your inbox. This email will include tracking information to keep you informed about the status of your delivery. To ensure you receive this information promptly, we recommend inspecting your spam or junk folder, as occasionally our emails might find their way there. Furthermore, kindly verify the accuracy of your provided email address to facilitate seamless communication.

If you need to update the shipping address for your order, please follow these steps:

Before We Ship: If your order has not been shipped yet, please get in touch with us immediately at hello@skincupid.co.uk with the subject "ADDRESS CHANGE - [Your Order Number]." Make sure to provide the correct address in the email to avoid delays. We'll do our best to accommodate the change.

Order Has Shipped: If your order is already on its way to you, unfortunately, we're unable to modify the address. If the order is returned to us due to an incorrect address, we will issue a refund after deducting shipping costs. Regrettably, we can't offer a refund or reshipment for parcels delivered to the wrong address or lost in transit due to the incorrect address.

Skin Cupid Team works hard to fulfil your orders as quickly as possible, so there is a very short timeframe in which we can make changes. If you would like to cancel or modify your order, please notify us through email within 1 hour of placing your order. You can email us at: hello@skincupid.co.uk

If your email is a cancellation, please title your email "CANCEL - [Your Order Number]"

If your email is a modification, please title your email "MODIFICATION - [Your Order Number]"

Please note that only 1 modification chance is given per order, so please put all of your modification requests in one email.

We do not currently offer direct product exchanges. If you wish to order a different product or need a replacement for your current purchase, the most efficient way to handle this is to follow a two-step process:

1. Initiate a Return: Contact us to inform us about the return of the product you would like to exchange. We will guide you through the return process and provide you with all the necessary information.

2. Place a New Order: Once the return is completed, you can proceed to place a new order for the desired product on our website.

Kindly be informed that if your parcel has been delivered to the shipping address entered in the order, and is subsequently stolen, we cannot be held responsible or accountable for the loss. We recommend that you promptly file a report with your local police to address the situation appropriately. Your understanding in this matter is greatly appreciated.

If you haven't received a confirmation email, please consider the following steps:

1. Verify Your Email: Ensure that the email address you provided during the checkout process is accurate. Even a small typo can prevent emails from reaching you.

2. Check Spam/Junk Folders: Confirmation emails might occasionally be directed to your spam or junk folders. Please check these folders to see if the email has been filtered there.

After reviewing these aspects and if you still can't locate your confirmation email, please don't hesitate to contact our customer support.

We deeply apologise for any disappointment and inconvenience caused by missing products. In the rare case that this happens, rest assured we are committed to fully investigating the situation.

Please email us at: hello@skincupid.co.uk with the subject line "MISSING ITEMS - [Your Order Number]" and include pictures of the box the products came in.

It's important to note that customs processing times can vary significantly depending on several factors, including the destination country, the specific customs regulations in place, and the volume of shipments being processed by customs at any given time.

As a company, we do not have direct control over customs processes, and we do not possess real-time information about the status of individual shipments once they enter the customs clearance phase.

To obtain more accurate information regarding the customs processing status of your order, we recommend contacting your local customs authorities directly. They will be able to provide you with the latest updates and estimated timelines for the clearance of your shipment.

If you need assistance with your order, email us at hello@skincupid.co.uk

If your order cannot be delivered due to an incomplete or invalid address or if it is not collected within the allotted timeframe, your package will be returned to us.

When the parcel is received, our team will verify and process the return as soon as possible. Once this process is completed, we will promptly issue a refund after deducting shipping costs. Regrettably, we can't offer a refund or reshipment for parcels delivered to the wrong address or lost in transit due to the incorrect address.

It's highly recommended to ensure that you enter the complete shipping address (including building, house or flat number) and to keep a close eye on the notifications sent by the courier regarding the progress of your shipment. These notifications may contain vital information regarding your package's status or may even require some action on your part to ensure a successful delivery.

Shipping Questions

Skin Cupid ships worldwide, and we are always looking to open more destinations. Currently, we ship to the following countries:

Right at Home (2-3 working days): United Kingdom, Isle of Man, Jersey, Guernsey

Across Europe (5-10 working days): Austria, Belgium, Bulgaria, Croatia, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Romania, Sweden, Switzerland, Faroe Islands, Hungary, Iceland, Svalbard & Jan Mayen, Gibraltar, Monaco, Falkland Islands, Slovakia, Slovenia

Worldwide Zone A (5-6 working days): Bahrain, Cyprus, Qatar, Saudi Arabia, United Arab Emirates, Kuwait, Oman, Lebanon, Malta

Worldwide Zone B (10-15 working days): Australia, Canada, Israel, Morocco, New Zealand, United States

If you don't spot your country on the list, don't hesitate to reach out to us! We are always looking for the right courier options to include your location. Your satisfaction means the world to us!

UK Delivery

  • FREE Standard Delivery on UK Orders over £25 (2-3 working days from dispatch
  • FREE First Class Delivery on UK Orders over £60 (1-2 working days from dispatch)
  • FREE Special Next Day Delivery on UK Orders over £100 (1 working day from dispatch)
  • £3.99 - Royal Mail Tracked Standard Delivery (2-3 working days from dispatch)
  • £5.50 - Royal Mail Tracked First Class Delivery (1-2 working day from dispatch)

European Delivery

  • FREE standard delivery on all orders over £80
  • £6.99 – on orders between £40 and £80, within 5-10 working days from dispatch
  • £9.99 – on orders below £40, within 5-10 working days from dispatch

Rest of the World

  • FREE standard delivery on all orders over £150
  • Zone A: £15.99 – 5-6 working days from dispatch
  • Zone B: £12.99 – 10-15 working days from dispatch

For more information on shipping, please view our shipping policy here.

Our couriers do not operate over weekends or during bank holidays. So, if you placed your order on a weekend or a holiday, rest assured it will be processed and shipped on the very next working day.

It's important to note that if your order was placed on a Friday, there is a chance that you have missed the day's last collection time. In such cases, your order will be processed and dispatched on the following working day.

We can deliver to PO boxes within the UK. However, our delivery partners are unable to deliver to PO Boxes outside of the UK, which may result in parcels being returned to our facility. In such an event, we will gladly process a full refund for you, with shipping charges deducted from the refund. To prevent this from happening, please always provide a workplace or residential address.

Our courier can deliver parcels to APO addresses within the United States.

Regrettably, if the designated address falls outside the U.S. territory, we are unable to deliver to that location.

Payment Questions

UK Orders: Skin Cupid is based in the UK. This means that any orders within the UK will not be subject to customs fees.

EU Orders: We're happy to let our EU Cherubs know that we're registered with EU authorities. For all orders under €150 within the EU, we will cover your duties and taxes. This means your order will arrive straight to you without the extra hassle or cost. Before completing your order, please make sure that its total cost is below €150 before any discounts are applied.

If your order exceeds €150, the responsibility for customs and taxes will shift to the customer. In such cases, you can expect the courier or your local customs office to reach out directly with the invoice and payment method.

USA Orders: For our Cherubs in the USA, here's some good news! The customs duty threshold is $800, meaning orders under $800 are free from customs duties.

United Arab Emirates: All the duties and taxes will be covered by Skin Cupid

Global Destinations: For our valued global customers, we recommend taking a moment to familiarise yourself with your local customs office's guidelines. Customs policies and procedures can vary significantly from country to country, so consulting local resources will provide the most accurate information.

If you have any further questions or concerns, our team is always here to help. Your experience at Skin Cupid matters to us, and we want to ensure it's as smooth as possible.

If you find yourself in a situation where your card has been charged, but you haven't received an order confirmation, please follow these steps:

1. Double-Check Your Email: Please verify that the email you provided during checkout is accurate. Sometimes, slight typos can lead to order confirmations not being received.

2. Check Your Bank Account: Take a look at your bank account to see if the payment is labelled as "pending." Pending payments might indicate that the transaction encountered an issue. Generally, pending payments are automatically reverted to your account within a few working days if no order confirmation has been received. 

If after checking these two points you still haven't received your order confirmation, please don't hesitate to reach out to our customer support team. We're here to assist you and ensure that your shopping experience proceeds seamlessly.

Return Questions

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unused, unopened, and in its original packaging. You’ll also need the receipt or proof of purchase. Customers will cover the postage to send the goods back.

Please note that we do not offer returns for international orders.

To begin a return process, kindly reach out to us via hello@skincupid.co.uk. Please title the subject of your email as "RETURN - [Your Order Number], provide details such as the reason for the return, and the specific products you intend to return. It's important to note that we cannot accept items sent back without prior return authorisation. Additionally, please keep in mind that Skin Cupid does not cover the cost of return postage.

In the rare event that the product comes damaged or incorrect, we deeply apologise. Please email us with a picture of the damaged or incorrect products as well as your order number.

It may take up to 10 working days for a refund to be reflected in your bank account, depending on the payment method and your bank’s processing times.

You will receive an email notification once it is completed on our side.

If you don’t receive your refund within 10 working days since you received our email, please email our customer service at hello@skincupid.co.uk

Each case will be thoroughly evaluated, and refunds, whether partial or full, will be issued accordingly.

For orders returned to us due to an incorrect or incomplete shipping address, rejected or not collected within the allotted timeframe or if customs charges are rejected when applicable, we offer a refund with a deduction for shipping costs. This deduction applies for all orders, including those with free shipping. This policy ensures transparency and fairness in handling such situations.

Didn't find the answer to your question? Contact Us!