FAQs - Skin Rocks

FAQs

Have a question about your order? Want to know where we ship our Boxes to? Find the answers to your frequently asked questions here.

UK customers - payment is charged in local currency GBP which is inclusive of VAT.

European customers - payment is charged in EUROs, additional charges are in line with our VAT rules which can be found below.

International customers - payment is charged in USD. The price you see as an international customer excludes VAT. Once your parcel arrives in its destination country, local taxes, duties and charges may be added.

Prices are set based on your location and are not comparable to UK charges.

For EU customers

Orders purchased equal to or under €150 are inclusive of VAT. Once your parcel arrives in its destination country, local taxes, duties and charges may be added, which Skin Rocks is not responsible for.

If your order exceeds the value of €150, VAT and import duties will be charged upon importation into your country. These charges are subject to the EU member state where the goods are being imported and out of our control.

We are unable to accept any responsibility for any charges incurred and are unable to offer any assistance or advice directly in relation to this problem. We advise that you check with your local customs agent before placing an order, if you are unsure of unexpected charges.

For all other customers, outside of the UK/EU

Orders purchased will be exclusive of VAT. Once your parcel arrives in its destination country, local taxes, duties and charges may be added.

We are unable to accept any responsibility for any charges incurred and are unable to offer any assistance or advice directly in relation to this problem. We advise that you check with your local customs agent before placing an order, if you are unsure of unexpected charges.

Please see our shipping policy for more details on shipping information.

Once your order is processed we are unable to cancel this and your shipping email with tracking information will be sent through imminently.

If you still wish to return your order, email us at store@skinrocks.com to request our returns procedure. Please note that returns are at a cost to you and refunds will be made once the return has been received and confirmed as fit for resale.

If you have input an incorrect shipping address or contact information, please let us know at store@skinrocks.com as quickly as possible so that we can try and get this updated before your order is despatched. Once shipped, we are unable to make changes to your order, so please check all information is accurate before purchasing.

We are not able to make any changes to the items in your order. If you have placed an order for an item incorrectly please contact us so we can share our returns policy with you.

Upon despatch, we will send your tracking information by email and or text so that you can follow your order’s journey.

If you created an account, you will also be able to click on the tracking number displayed against your order once you have successfully logged in.

If your estimated delivery date has passed please allow a few extra days for your order to be delivered (especially during busy times). Our carriers are doing their best to get your order to you as quickly as possible, so keep an eye on your tracking link for updates.

If your order doesn’t arrive, please let us know at store@skinrocks.com within a maximum of 14 days from the date your order should have been delivered and we will take this forward with the carrier.

Anything which falls out of this timeframe will not be eligible for a claim.

We currently ship worldwide but there are some exclusions so please do check out our shipping policy to ensure your county is listed. We are constantly working to bring Skin Rocks to wherever you are in the world and review our availability regularly.

Before you checkout you can make changes to the items in your cart. Use the + - buttons to add more or remove products from your cart. Once your order is placed you are no longer able to make any changes.

We accept payments from Credit and Debit Cards, we also offer methods of payment using Paypal, ClearPay and Apply Pay.

If your payment has not been accepted we always recommend clearing your cache or switching your internet browser. If this doesn’t solve the issue please email us at store@skinrocks.com and our customer care team will help you.

Yes, you can purchase as a guest! We recommend creating an account so you are able to access your purchasing history and track transactions.

The country in the billing and delivery address can be different but please note this is ultimately your bank’s decision to determine if the transaction is successful. Please expect delays and possible limitations when using a third-party money management platform. If your billing country charges VAT but shipping country is exempt, VAT cannot be removed.

We share as much information about the product in its description as possible. The product page will outline who it’s best suited for, routine advice, ingredients, and considerations for use. If you are still unsure, please drop us a message at store@skinrocks.com and we would be happy to help.

You can always check out our Instagram @skinrocks to discover more information about our current Boxes and products and which one is right for you.

We only want you to make a purchase if this is the right product for your skin. Skin Rocks is founded by expertise and backed by science so always read the ‘You need this if’ and ‘You don’t need this if’ section on the product page to help you make an informed decision.

We publish a full ingredient list (also known as INCI) for all products in our boxes and products, which you can find on the product page.

We never want your skin to feel unhappy, after all, skin is the foundation! Drop us an email, tell us your current routine, how you used your product and any images you think might be helpful. We have dedicated Skin Experts who can help here!

Please note that any recommendation is given in good faith and is no substitute for you learning more about a product, whether it may be suitable for you and whether it may provoke allergies. The advice and recommendations provided are not to be construed as medical or dermatological advice and we always encourage you to seek the advice of a professional if you are concerned.

Due to high demand, we may sell out of products quickly. To ensure you do not miss a restock, we can notify you when an item is back in stock. On the product page, click the ’notify when available’ button and we will email you when this is available.

Due to high demand, Skin Rocks Boxes often don’t stay in stock for long. As they are curated for specific skin concerns, we produce a limited quantity so that we can offer a range of targeted Boxes to our customers. It’s likely that if a Box is out of stock, it has sold out for good BUT please do email us at store@skinrocks.com with your request. If we can bring it back, we will.

We have a 14-day return policy on anything purchased via www.skinrocks.com 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, sealed and fit for resale.

Please see our returns policy here.

The fastest way to ensure you get what you want is to return the item you have ordered, and once the return is accepted, make a separate purchase for the new item.

Firstly, that’s not the service we strive to provide so please let us know at store@skinrocks.com so we can make this right! More information can be found in our returns policy.

When applicable, we will refund you as soon as possible by the original payment method, no later than 5 working days after we have received your return. Please remember it can take some time for your bank or credit card company to process and return the refund too.

We are unable to refund any costs incurred from returning the goods.

Please inspect your order upon receipt and contact us immediately if the item you receive is wrong, so that we can evaluate the issue and make it right. You can contact us at store@skinrocks.com to arrange a replacement. Please provide your order number (begins with #) and provide as much information as possible, including images, so that we can resolve as quickly as possible for you.

Purchase of any product via our site is for personal use only. By purchasing our products, you agree not to resell or distribute via a third-party platform in any way. We may reject or cancel your order if we have reason to believe your order is not for personal use.

Still need more information? Email us below.