FAQ's

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

Orders

Can I still make purchases without creating an account?

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

Can I make changes to my order?

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.

Can I make changes to my basket?

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.

I’m having an issue making a payment at checkout, what should I do?

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 Expert Team will help you.

When will I receive my order?

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

How do I cancel my order?

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.

My order hasn’t arrived.

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.

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

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.

What should I do if I receive the wrong product?

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.

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

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.

Can I exchange my order?

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.

Billing

What currencies will be used to place my order?

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.

Please note, prices are set based on your location and are not comparable to UK charges.

Will I be charged VAT?

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.

What payment methods do you accept?

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

I need a VAT invoice.

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

Shipping

Where do you ship to?

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.

Can the delivery country be different from the billing country?

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.

What delivery options do you offer?

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

Do you ship to a PO Box address?

To ensure the safe delivery of your order, we are unable to ship to PO Box addresses.

Returns

I would like to return my order.

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 here.

How long does it take to process a return?

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.

Skin Rocks Product

How can I find out more information about a product?

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.

How do I know what product is right for me?

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.

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

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

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

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.

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

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.

Promotions

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

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.

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

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.

Can I remove a free gift?

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

My Skin Rewards

What is My Skin Rewards?

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.

Who can join?

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

How do I earn points?

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.

Where can I see my points?

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.

When will points be applied to my account?

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.

How do I redeem my points?

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.

Do my rewards expire?

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.

What are the benefits of My Skin Rewards?

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.

What if I return my order?

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.

Can I consolidate my Skin Rocks accounts?

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

Will points be awarded for previous orders?

My Skin Rewards does not apply to past orders. Points for previous orders or reviews you may have left will not be backdated. The programme starts fresh from the moment you enrol.

How do I leave the programme?

If you no longer wish to earn points, please contact us, and ask to be unenrolled. We’ll remove you and you will lose any points you have accrued.

When will I receive Free Shipping?

When you've accrued enough points, a Free Shipping Reward will become available in your account which can be redeemed at checkout on your next purchase. Shipping restrictions apply, please refer to our Loyalty Terms & Conditions.

What is the Surprise Gift?

To show our appreciation, members of My Skin Rewards will be gifted surprise items from time to time. Keep a check on your account to see when you qualify for a Surprise Gift.

What are the Exclusive Offers?

Keep earning points and work your way through the My Skin Rewards tiers. Once you attain the Rockstar and VIP tier status, you'll become eligible for a variety of exclusive offers. We will notify you as soon as you reach a qualifying tier.

How do I ensure I don’t miss early access to an event?

VIP customers will receive early access to Skin Rocks events. You will be informed in advance to secure your early access. Information will be communicated by email to ensure you don’t miss out.

How do I book onto the Founder Virtual Masterclass?

To reward our VIP customers, you will receive an email invitation to The Virtual Masterclass. Participation will be virtual, and specific details, such as dates, times, and what you need to prepare, will be provided closer to the promotion.

How do I book a Digital Skincare Consultation?

As a VIP customer, you will have the opportunity to book an exclusive digital face-to-face consultation with one of our fully qualified Skin Experts. We will be in touch with you via email with further information on how to book.

What is Skin Rocks Freak Status?

Skin Rocks Freak Status is an exclusive group, hand-picked by Caroline and identified as our most loyal customers over the years across CH Shopfloor and Skin Rocks. Skin Rocks Freak Status is by invitation only.

My Skin Rewards Terms & Conditions

Please see the following link to our Loyalty Terms & Conditions. If you do not agree to the Terms or should you not wish to participate in My Skin Rewards, you can close your account by contacting us by email at store@skinrocks.com and we will close your account. After closing your account all future orders can be placed through guest checkout.

The Skin Rocks App

Using my app

How does the app understand my skin's needs?

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

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

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.

How do I delete my account?

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.

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

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.

Can I keep a record of products my skin loves?

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.

Skin Rocks Premium

App Premium Accounts

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

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.

How do I make my account Premium?

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

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

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

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

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

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

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.

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

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.

When will I be billed?

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.

How do I cancel my subscription?

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

Why are we locking away content?

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.

I'm a Brand

The Skin Rocks App

How do you decide which brands feature on the app?

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

Are there any brands that you won't feature?

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.

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

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.

Will you include subscription skincare services?

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.

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

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.

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

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