FAQs

Please click on the heading below which relates to the topic you’d like to find out more about…

Has my order been dispatched?

Orders placed before 12pm Monday-Friday will be dispatched the same day. Orders received after 12pm will be dispatched the following day. Orders placed on a weekend will not be dispatched until the following Monday. You will receive an email notification from us once your order has been dispatched.

When will my order be delivered?

All orders with a value of £30 or over will automatically qualify for free shipping. Our courier will aim to have your parcel with you within 3-5 working days (Mainland UK only).  You can select a next day delivery service for an additional cost at checkout but please bear in mind our cut off is 12pm.

Help! I’ve not received my order yet?

If you think you should have received your order by now, but have not, please get in touch with our customer care team here.

Can I amend my order?

If, after you have placed your order you realise that you need to amend something, we will try our best to assist you. Please contact our customer care team here.

The goods I have received are incorrect, what should I do?

We always try our best to ensure orders are packed correctly. However if you find that you are missing an item, or something is wrong we want to make it right for you. Please contact our customer care team here.

What is the shelf life of your products?

On each of our products you will find the EU standard Period After Opening (PAO) symbol which identifies the ‘lifetime’ of a product once opened for the first time. It can be used as a guide once your product has been opened. All of our products have a PAO of 12 months.

Do you send out samples?

We don’t supply samples but our travel sized products, which start from £5.00 are an excellent way to try our products.

If you are thinking of buying a product and are concerned it may not be to your liking, please bear in mind that we are happy to offer a refund or exchange on any unsuitable products. Simply contact us within 14 days of receiving the product and we will be happy to arrange this for you.

Are your products suitable for sensitive skin?

Whilst we do have a number of customers who have very sensitive skin, unfortunately there are no guarantees that individual products within our range are going to suit everyone. We would therefore recommend you carry out a patch test prior to using any new skincare product for the first time. A small amount should be applied close to the area of intended use (behind the ear is ideal in this instance). Should you experience any redness, irritation or discomfort during the next 24 hours then you should immediately wash the test area and we would not recommend use of that particular product.

Do your products contain SPF?

No, we made the conscious decision not to include SPF in our products. This is because sun protection is not just about SPF but is about high level broad spectrum UVA and UVB protection.

At skinSense, we are giving you a high performance skincare range and have left sun care to the professionals.

 

In which order should I use my skinSense products with my SPF?

As Ultrasun is formulated with lamellar technology we would recommend that you cleanse, tone, Ultrasun. For best results, wait at least 15 minutes before applying your skinSense Highly Active Day Cream to ensure you are fully protected from harmful UV rays.

For other SPF sun protection not formulated with lamellar technology, you can apply this after your full skinSense regime.

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