Q: Will I be charged VAT?

For EU customers For orders purchased equal to or under €150 (excluding VAT) , VAT will be collected at checkout. 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.

Question 1

Will I be charged VAT?

Accepted Answer

For EU customers

For orders purchased equal to or under €150 (excluding VAT), VAT will be collected at checkout.

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.

Question 2

Where do you ship to?

Accepted Answer

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.

Question 3

I would like to return my order.

Accepted Answer

We have a 14-day return policy on anything purchased via Skin Rocks 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.

Question 4

How can I find out more information about a product?

Accepted Answer

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 contact us and our qualified Skin Experts will be happy to help.

Question 5

How do I purchase a Digital Gift Card?

Accepted Answer

1. Select the value you would like to gift - Digital Gift Cards are available in the denominations £10, £25, £50, £100 and £250.

2. The gift can be sent directly to the recipient via email, simply select 'I want to send this as a gift'.

Complete the information along with any messaging you would like to send.

If you would prefer to print and present the gift, ensure the 'I want to send this as a gift' box is deselected. The Digital Gift Card will be emailed to you to print/share.

3. Click add to bag and continue the transaction.

4. Once the transaction is complete an email with the Digital Gift Card is sent to the email entered into 'recipient's email'. This includes the code that is used on redemption.

5. A copy of the Digital Gift Card will also be sent to the senders email, including the redemption code.

Please note: A physical card is not sent via post, this is electronic delivery only.

Question 6

My promotional code isn't working?

Accepted Answer

At checkout, only a single discount can be applied. If your order is eligible for a promotional gift or discount, it cannot be used in combination with any other offer.

Please ensure you have read and understood the promotional terms and conditions to ensure your order meets all the requirements for redeeming a promotional code. These conditions typically include minimum purchase amounts, specific product selections, or promotional time frames.

If you require additional support, please contact us before placing your order. Once an order is confirmed, it is not possible to add a promotion.

Question 7

What is My Skin Rewards?

Accepted Answer

This is our way of showing our appreciation to our loyal customers. Every time you shop on skinrocks.com with a registered account, we reward you with points which can be redeemed on future orders. Work your way up our tier programme to unlock a whole host of additional benefits. It’s simple: the more you spend, the greater the rewards.

Question 8

How does the app understand my skin's needs?

Accepted Answer

We use the information in your skin profile to provide custom recommendations using the ‘Apply Skin Profile’ button in the product catalogue.

Question 9

What is the difference between Premium and the free version of the Skin Rocks app?

Accepted Answer

The free version is great for skincare beginners looking to find products suited to their skin and brush up on all of the education a novice might need, whilst the Premium subscription is perfect for self-proclaimed skincare aficionados, providing you with access to everything available on the free version of the app, plus the following features:

• Exclusive Caroline Hirons content in our dedicated CH Says section, the re-birth and continuation of Caroline’s original blog
• Exclusive content on The Column, including all of our expert-written product reviews, First Impressions, Desk Diaries, Testing Shelfs and more
• Advanced filtering options allow users to filter products by Price and ‘Founder Favourite’
• The ability to bookmark your favourite or must-read articles for later viewing
• Add personal notes to product reviews.

Question 10

How do you decide which brands feature on the app?

Accepted Answer

If you're a brand, you will be featured! We are building a skincare database which aims to include everyone.

Question 11

What payment methods do you accept?

Accepted Answer

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

Question 12

Can the delivery country be different from the billing country?

Accepted Answer

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.

Question 13

How long does it take to process a return?

Accepted Answer

When applicable, we will refund you as soon as possible by the original payment method, no later than 10 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.

Question 14

How do I know what product is right for me?

Accepted Answer

Take our quiz for expert approved and personalised product recommendations to help you achieve your skin goals, based on your unique skin profile.

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.

Question 15

How do I redeem a Digital Gift Card?

Accepted Answer

1. Shop skinrocks.com, adding your desired product(s) to your cart.

2. When you are ready to checkout, enter the code on your Digital Gift Card email into the discount code section to the right of the page.

3. Continue the checkout as normal.

Please note: A physical card is not sent via post, electronic delivery only.

Question 16

Can discount codes be used in conjunction with promotions when making a purchase?

Accepted Answer

At checkout, only a single discount can be applied. If your order is eligible for a promotional gift or discount, it cannot be used in combination with any other offer. Please be aware that if a promotion has already been applied to your order, attempting to use a code at checkout will not be accepted.

Question 17

Who can join?

Accepted Answer

Anyone who signs up for a Skin Rocks account is automatically enrolled. If you have an existing account, we have enrolled you automatically.

Question 18

I want to make a change to my profile, how do I do this?

Accepted Answer

You can update your profile at any time to reflect changes to your skin goals or concerns and preferences. Visit Me > My Skin Profile and amend as required. For optimal product results, we recommend adding between 3-5 skin concerns.

Question 19

How do I make my account Premium?

Accepted Answer

To subscribe to Premium, head to the ‘Me’ tab>Settings>Your Subscription.

Question 20

Are there any brands that you won't feature?

Accepted Answer

No, Skin Rocks is a database that has no bias, so all skincare brands will be included. Users will be recommended products based on their profile - this might mean you see some brands more than others as they target your skin concerns.

Question 21

I need a VAT invoice.

Accepted Answer

Please reach out to us via our contact us page and share your VAT reference number

Question 22

What delivery options do you offer?

Accepted Answer

Please check our shipping policy for further information on delivery options.

Question 23

How do I find out what ingredients are in your products?

Accepted Answer

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

Question 24

How do I check the balance of my Digital Gift Card?

Accepted Answer

Please contact our Customer Experts who can confirm the outstanding balance on your gift card.

Question 25

My gift with purchase hasn't been added to my order, how do I fix this?

Accepted Answer

Please ensure you have read and understood the promotional terms and conditions to ensure your order meets all the requirements for receiving a gift with purchase. These conditions typically include minimum purchase amounts, specific product selections, or promotional time frames.

If you require additional support, please contact us before placing your order. Once an order is confirmed, it is not possible to add a promotional gift.

Question 26

How do I earn points?

Accepted Answer

Each time you shop on skinrocks.com with a registered account, we show our appreciation by awarding you points. They will be automatically added to your account, you don’t need to do anything once you’ve made your purchase.

Question 27

How do I delete my account?

Accepted Answer

To delete your account on the Skin Rocks app, you need to follow this process:

• Open the Skin Rocks app
• Open the Me tab
• Open Settings by tapping the cog wheel icon in the top right of the screen
• Select Your Account
• Select Delete My Account
• Confirm by pressing the Delete My Account button

Alternatively, you can contact Skin Rocks via email and request your account be deleted on: contact@skinrocks.com.

Please note, it will take 30 days for your data to be deleted permanently.

Question 28

Which payment options are available when upgrading to a Premium account?

Accepted Answer

Payment can be made via your App Store or Google Play account.

Question 29

How can I get my brand featured on the app and how much will it cost?

Accepted Answer

It won't cost you anything to be on the app. If you're a new brand, please introduce yourself to our team via brands@skinrocks.com and we can take it from there.

Question 30

What should I do if my skin does not like a product I have purchased?

Accepted Answer

We never want your skin to feel unhappy and we have dedicated Skin Experts who can help. Share with us your current routine, how you used your product and any images you think might be helpful.

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.

Question 31

Can I top up my gift card?

Accepted Answer

It is not possible to top up a gift card, please purchase another.

Question 32

Can I remove a free gift?

Accepted Answer

Yes, just click the 'remove' button in your bag.

Question 33

Where can I see my points?

Accepted Answer

Points status is displayed at the top of your account, in your My Skin Rewards dashboard. Here, you can easily view your membership tier and points you've earned, as well as the rewards you qualify for.

Question 34

How can I purchase products on the app that I have seen?

Accepted Answer

We currently don't offer in-app purchasing. However, if you find a product that's right for you, you can navigate to the brand's website via the ‘I Need This’ button, where you can browse and purchase products directly.

Question 35

How will I know which content is only for Premium users?

Accepted Answer

You will see the Premium symbol for locked features or articles.

Question 36

Will you include subscription skincare services?

Accepted Answer

Yes, you will see the likes of Skin+Me and Dermatica on the app. As these are prescription brands, it is not possible to showcase each individual product, as they are prescribed bespoke to you.

Question 37

When will I receive my order?

Accepted Answer

Please see our Shipping Policy for more details on shipping information.

Question 38

How can I find out if a product is coming back to stock?

Accepted Answer

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.

Question 39

What happens if I lose or delete my Digital Gift Card?

Accepted Answer

If you lose or delete a Digital Gift Card, please contact our Customer Experts.

Question 40

Can I use a discount code or promotion on newly launched products?

Accepted Answer

Our new product launches are not included in promotional discounts or discount code offers, unless otherwise stated.

Question 41

When will points be applied to my account?

Accepted Answer

Points you earn by making a purchase must be verified before they can be exchanged for rewards. You will see qualifying points transferred to your account 20 days from purchase.

Question 42

Can I keep a record of products my skin loves?

Accepted Answer

Yes, you can hit the like button to add products to your saved lists. ‘Products I Want’ or ‘Products I Have’.

To view the products you want or have, head to your Profile and select Saved. This will show you the products you have saved by selecting the heart button in product view. You can also keep track of your experiences and leave reviews on the products you have tried to help you make informed decisions about what to repurchase in the future.

Find your reviews in the ‘Me’ tab under the ‘Reviewed Products’ list.

Question 43

Will there still be updates/changes to the free version?

Accepted Answer

Absolutely. The free version of the app will still be regularly updated with content on a weekly basis and enhanced with new features in 2024. You will still have access to our comprehensive, growing library of over 23,000 products as well as educational content on The Column, including (but not limited to) some of your favourites, such as Beauty News, our Think Science™ glossaries and skincare guides.

Question 44

Who do I consult if I don't agree with the app’s recommendations?

Accepted Answer

The app's recommendations are purely driven by science, facts and the information provided in users' profiles. Skin Rocks product pages are led by fact, not opinion.

Question 45

How do I cancel my order?

Accepted Answer

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.

Question 46

Are the Skin Rocks products vegan-friendly?

Accepted Answer

The Cream Cleanser (Fragranced, Fragrance Free and Supersize), The Gel Cleanser (Fragranced and Fragrance Free), The Rich Moisturiser (Fragranced and Fragrance Free), The Support Oil, The Gentle Acid, The Antioxidant:

These products do not contain any animal or animal-derived ingredients.

Retinoid 1 and 2 (plus Refill):

Neither Skin Rocks Retinoid 1 or 2 contain any ingredients of animal origin or direct animal by-products (such as honey, milk or beeswax). However, please note that both Skin Rocks Retinoid 1 & 2 contain ‘xanthan gum’ - a viscosity controlling (thickening) ingredient, from fermented sugar molecules. The ingredient itself is not of animal origin and is classed as vegan by industry standards. However, the fermentation process may have involved enzymes derived from the albumen portion of eggs in the past. Therefore, we feel it could potentially be misleading to say that these products are 100% vegan. We are constantly reviewing the information provided by our material suppliers, and actively looking to source suitable alternatives for this material for future developments.

The Moisturiser (Fragranced and Fragrance Free):

The Moisturiser contains '7-dehydrocholesterol' (pro-vitamin D3), derived from the wool grease of healthy, living animals. We are constantly reviewing the information provided by our material suppliers and looking to source suitable alternatives for this material for future developments. However, we will only switch once we can ensure that this will not compromise the product's performance.

The Control Acid:

The Control Acid contains honey extract, which is part of a key raw material blend, for its soothing benefits. Therefore, it is not suitable for vegans.

Question 47

How do I redeem my points?

Accepted Answer

Collect points and exchange them for redeemable rewards to use against your purchases. It's important to note that only one reward can be applied per order. To access and use your rewards, simply log into your account and navigate to the Your Rewards dashboard, where you'll find your points balance and eligible rewards.

Question 48

Will I still have access to Caroline's articles without Premium?

Accepted Answer

Yes, Caroline’s web blog will still be free to access and is a 13-year archive of her skincare advice and reviews. If you want new and exclusive content from Caroline, you can sign up for a free trial of Premium to access CH Says articles on the app.

Question 49

Who do I contact if my brand's info is incorrect?

Accepted Answer

If you have spotted an error in your brand's factual information, please contact brands@skinrocks.com.

Question 50

My order hasn’t arrived.

Accepted Answer

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.

Question 51

What does the signature Skin Rocks scent smell like?

Accepted Answer

We went super subtle with our signature Skin Rocks scent; it’s as cool, crisp and refreshing as a tall glass of icy sparkling water with a twist of lemon peel and a scrunch of mint.

Question 52

Do my rewards expire?

Accepted Answer

Your account, including points and rewards, is valid for 12 months. If you have not spent your accrued points in a 12-month period, your point balance will be reset to 0 and you will lose any rewards you had accrued.

Question 53

When will I be billed?

Accepted Answer

If you opt for a monthly subscription, you will be billed on the same date you start the subscription.
If you opt for a year subscription, you will be billed once a year on the date your subscription started.

Question 54

What should I do if my order has arrived broken or faulty?

Accepted Answer

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.

Question 55

Are the Skin Rocks products cruelty-free? Are they tested on animals?

Accepted Answer

Yes, Skin Rocks is, and will always remain, cruelty free. Skin Rocks does not test products or ingredients on animals, nor do we ask any third parties to do so on our behalf. Skin Rocks products are developed to fully comply with relevant cosmetic legislation, including the EU Cosmetic Regulation (Ec. No. 1223/2009), the equivalent UK law (Schedule 34, The Product Safety and Metrology etc. (Amendment etc.) (EU Exit) Regulations 2019)), both of which have made cosmetic animal testing illegal. It is also our company policy not to sell Skin Rocks cosmetic products in any countries that require animal testing in order to enter the market.

Question 56

What are the benefits of My Skin Rewards?

Accepted Answer

In addition to earning points on your purchases, members can also enjoy exclusive rewards and gifts. The specific rewards you receive will be determined by your tier and will be communicated to you by Skin Rocks in accordance with the My Skin Rewards Terms & Conditions. For more information, please refer to our Loyalty Terms & Conditions.

Question 57

How do I cancel my subscription?

Accepted Answer

You can manage your subscription in-app, by navigating to Settings > Your Subscription > Cancel Subscription

Question 58

What should I do if I receive the wrong product?

Accepted Answer

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.

Question 59

Are the Skin Rocks retinoids and acid toners suitable for use during pregnancy and breastfeeding?

Accepted Answer

Our retinoids and acid toners are topically applied, facial cosmetic products that are safe to use during pregnancy/breastfeeding. All Skin Rocks products are developed to fully comply with both the UK and EU Cosmetic Regulation and undergo a strict independent safety assessment before they can be sold to consumers.

Compared to prescription strength vitamin A products/medications, the risk associated with topical cosmetics including retinoids is assumed to be minimal. To that point, there is currently, nor has there ever been, no regulatory requirement in the UK, EU or USA to label cosmetics containing retinoids as 'not suitable when pregnant/breastfeeding'. However, if you are worried about using vitamin A/retinoids, please wait until after pregnancy. While the industry is confident that topical cosmetic retinoids are safe to use while pregnant, the general medical consensus is, if in doubt, avoid.

Question 60

What if I return my order?

Accepted Answer

If you return an order, your points will be deducted from your account. If your points have not yet been verified, the points earned for your order will be removed and will not transfer into your account balance.

Question 61

Why are we locking away content?

Accepted Answer

The complete archive of Caroline's blog is still available in The CH Blog. Any new content from Caroline will now sit within our CH Says section on the Skin Rocks app, which will be exclusively available to Premium users, alongside our expert-written reviews and advanced skincare content. Offering a Premium service enables us to invest in and sustain our multi-award-winning app and protects our content from plagiarism by third parties.

Question 62

Can I re-sell my purchase via a third-party channel?

Accepted Answer

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.

Question 63

Are the Skin Rocks products recyclable?

Accepted Answer

The Cream Cleanser (Fragranced, Fragrance Free and Supersize)

Tube: Mixed Plastic (HDPE / LDPE Blend)

Cap: PP

Carton and Leaflet: All paper and card are from a certified FSC source.

The Cream Cleanser cartons and leaflets are fully recyclable in the cardboard/paper stream.

As always, we at Skin Rocks develop with 'formula first' in mind. On this occasion, we decided that a tube was the most appropriate for this formulation to aid ease of use whilst still providing a premium look and feel. We have done our best to choose a tube that is technically recyclable, provided the country you are in has the appropriate collection/sorting infrastructure for plastic in place. For example, while this is widely the case across the majority of Europe, the UK does not currently have the infrastructure in place to collect and appropriately sort and recycle cosmetic tubes such as this.

Skin Rocks will consistently monitor any updates to this area, and how it may impact our product development process. Please check requirements and capabilities locally before disposal.

A note from Caroline:

We will always package our products based on the usage behaviour of our customers. Following testing it was clear that people wanted to be able to travel with The Cream Cleanser and use it in showers. Glass simply wasn’t appropriate here.

Retinoid 1 and 2 (plus Refill):

We aim to make all of our packaging readily recyclable or refillable. The pumps for our Retinoid products are not currently recyclable unless dismantled. We encourage you to keep your pump and glass bottle and purchase a refill instead.

Once you have finished and would like to recycle your product, rinse and dry out all componentry and please check materials against local requirements. While we aim to make our packaging as easy to recycle as possible, recycling regulations vary by city and country.

Outer Bottle: Glass

Cap: Plastic (PETG)

Refill bottle + Cap: Plastic (PP)

Pump: Mixed plastic - Not readily recyclable

Carton and leaflet: All paper & card is from a certified FSC source.

The Support Oil:

While the glass bottle, cap, carton and leaflet are readily recyclable, the pump is not and should be removed before recycling. Please check materials against local requirements.

Bottle: Glass

Cap: Plastic (PP)

Pump: Mixed plastic - Not readily recyclable

Carton and leaflet: All paper & card are from a certified FSC source.

The Moisturiser (Fragranced and Fragrance free), The Rich Moisturiser (Fragranced and Fragrance Free):

Our moisturiser packaging is completely recyclable. Once finished with your product, please rinse and recycle. Please check materials against local requirements.

Jar: Glass

Cap: Plastic (PP)

Shive: Plastic (PP)

Carton and leaflet: All paper & card are from a certified FSC source.

The Gentle Acid, The Control Acid:

All individual components of The Gentle Acid and The Control Acid packaging are recyclable. Separate, rinse and dry all components before recycling. Please check all materials against local requirements.

Bottle: Glass

Cap: Plastic (PP)

Reducer Plug: Plastic (PE)

Carton+Leaflet: All paper & card is from a certified FSC source

The Antioxidant:

All packaging is readily recyclable, excluding the pump. However, we encourage you to keep your pump and glass bottle and purchase a refill instead.

Remove pump, and rinse packs before disposing. Please check materials against local requirements.

Main Pack:

Carton: Card from a certified FSC source.

Outer bottle: Glass

Cap: Plastic (PETG)

Insert bottle + cap: Plastic (PP)

Pump: Mixed Plastic

Leaflet: Paper from a certified FSC source.

Refill Pack:

Carton: Card from a certified FSC source.

Bottle + Cap: Plastic (PP)

Leaflet: Paper from a certified FSC source.

Question 64

Can I consolidate my Skin Rocks accounts?

Accepted Answer

If you have used multiple email addresses to create an account, you will activate a loyalty account for each, which can not be consolidated.

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