Frequently Asked Questions
ORDER
Q. How do I check on an order I have placed?
All you'll need to track parcel deliveries is the tracking number, which you can find on your confirmation email. Simply type this number into the postal tracking tool and click 'track your delivery'. Do not include dashes or spaces.
Alternatively, you may contact our Customer Service Team on +44 207 278 2011 or send an email to helpdesk@skinchemists.com Please provide your order number when making enquiries.
Q. I have a discount voucher, how do I redeem?
Select the required item from our product range:
1. Add your products to the cart.
2. Go to "Checkout".
3. Enter your voucher code and click "Apply Coupon".
5. Select postage and payment method.
Please note that only one voucher code can be used per transaction.
PRODUCTS
Q. The pump does not work.
The pump that you have purchased is an Airless pump so there is no tube in the bottle and sometimes when initially fill the pumps an air pocket remains in the formulation. This will cause the pump to jam temporarily.
You can solve the problem by giving the product a harsh shake and turning the pump upside down and pressing the dispense up to 5/6 times. If the pump has been opened and ir let into the pump, it could take a number of pumps to trigger it.
If the problem persists please contact us.
Q. Do you test your products on animals?
Skin Research Group Ltd. is against animal testing. The snake venom used in Wrinkle Killer® is purely synthetic.
Q. Are any products from Skin Research Group Ltd. sold in China?
Unfortunately, Chinese law requires mandatory animal testing on all cosmetics products that are manufactured outside of China. The animal testing law does not apply to online shopping, it only applies to products that are physically sold in the country. Products are only sold online in China.
Q. How do I know what is the right product for my skin.
We offer consultations via email or phone, please email helpdesk@skinchemists.com or call +44 207 278 2011 and we will be happy to help you to find the right product for your skin.
PAYMENTS & RETURNS
Q. Does anyone else see the information that I provide?
We respect your privacy. The information you provide will not be given to any third party without your express consent. Read our Privacy Policy for additional information.
Q. What is your return/exchange policy?
We hope you are delighted with your order. However if for any reason you're not entirely satisfied with your goods, you may return any item in its original condition for a full refund within 30 days of delivery. For more information please refer to our Returns Policy.
Can't find the answer you’re looking for? Please email helpdesk@skinchemists.com or call +44 207 278 2011