FAQ Frequently Asked Question about Orders

My order has shipped but I still can’t track it. How can I find out where it is?
Tracking information may not be available for the first 24 to 48 hours after you receive your shipping confirmation email. If 48 hours have passed and you’re still unable to track your order, please email customerservice@skinforma.com.

What is your Returns Policy?
Refunds will be credited in the same form as they were paid if an item is returned within 90 days of purchase. If an item is returned more than 90 days after purchase, a return will be administered in the form of a merchandise credit redeemable with your next purchase.

I received an Coupon Code. What is it? How can I use it?
To redeem special offers, customers must select the offer code box on the shopping bag page and then enter the offer code(s) at checkout. After entering offer code(s), offer adjustments will be made to eligible orders at checkout. Offers may require purchase from a specific catalogue(s), and do not apply to Gift Cards, eGift cards, gift wrap, shipping or taxes. Offers are valid while supplies last. Please see specific offer details for complete terms and conditions, including expiration date and other exceptions. All orders are subject to verification.

When checking on the status of my order I received an “In Process” message. What does that mean?
“In Process” means that your order is in the early stages of shipping. Changes to your order cannot be made during this time, but you can always call to make a return or exchange once your order has arrived.

Why am I not able to log in to my account?
If you have not logged in to your account in the past 18 months, it will no longer be active and you will need to create a new account. Also remember that usernames, email addresses and passwords are case sensitive. If you need your password sent to you, our Password Reminder will send it to the email address you used when you registered.

How can I check the status my your order?
To check the status of your order, you must be logged-in to your account or you must have your order number and e-mail address.
To send us an email, please choose the subject below that relates to your question or comment.


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Customer Care: customerservice@skinforma.com