Have a quick question you're not sure about? Here are the answers to our most frequently asked questions. Still can't find what you're looking for? Our Customer Excellence Team will be more than happy to help!
Our Skin Proud experts are based in London, England and are available Monday to Friday from 9:00 AM to 6:00 PM GMT (excluding holidays). You can email them at firstname.lastname@example.org or message through our contact us page and they will be happy to assist in any way they can!
No, and we never will! We are proud to be Peta Certified and Cruelty-Free. We are committed to a kind and sustainable future for all!
Yes! All of our products are 100% vegan and cruelty-free.
Everyone’s skin is different. If you have concerns with any of the ingredients in our products, please contact our Customer Excellence Team who can answer any questions you have. If you feel you do have sensitive skin, we highly recommend doing a patch test for 48 hours before using a new product all over your skin. If any irritation occurs, discontinue use immediately.
Unfortunately, we do not offer samples at this time. If you're unsure about which products will be right for you, our Customer Excellence Team will be happy to help find suitable products for your skin type/concerns.
delivery & returns
It's okay if you change your mind, we offer a 28-day return policy if the product is unopened and unused.
If the product is returned to us opened and used, for reasons of health and hygiene we will not offer a refund or exchange. *Skin Proud does not cover the return shipping fee.
We can only accept returns that have been purchased directly from our website with valid proof of purchase (order number) and can't consider returns from any other retailers/stockists. If you have purchased a product at one of our retailers/stockists, please contact them directly.
Please note: For all bundle purchases, individual components may not be returned separately.
When returning your items, please include your order number, the item name, and reason for returning in your initial e-mail. Please send the unused and unopened items (we recommend using a tracked service) to:
PRIMARY FREIGHT SERVICES, INC./SKIN PROUD
1080B Garden State road
Union NJ 07083
Please use any tracked postal service for returns. Returns without proof of postage will not be eligible for a claim if they have not been received.
Please send your return's tracking number to our Customer Excellence Team as soon as you have posted your return.
You will be notified by email once your returns have been received and processed.
*Please note that the original delivery fee is not included in the return amount you will receive as the service has already been provided.
A refund for your returned product will be processed within 14 days of receiving your returned goods. Provided that you have returned the goods in their original condition at the address provided via our Customer Excellence Team within 2 days from delivery.
You will receive an email notification of your refund from our Customer Excellence Team.
An exchange can be issued if the items are unused and unopened. If you would like to exchange an item, please follow the return instructions.
You will need to notify our Customer Excellence Team of your return, including details regarding the exchange you would like and proof of postage/tracking. The exchange will be processed within approximately 5 working days of receiving your returned goods and will be delivered via standard delivery. *Subject to availability*
We are sorry to hear that! If your order has arrived with damaged products, please get in contact with our Customer Excellence Team, within 7 days of purchase, who can assist you further. Please do provide your order number and any images of the damaged items and packaging so we can resolve the issue as quickly as possible.
If you have received the wrong item in your order, please follow the same procedure as above. Please get in contact with our Customer Excellence Team, with your order number and images of the wrong item along with your packing note so we can resolve the issue as quickly as possible for you.
Please check your shipping confirmation email for any tracking information. If you have not received a shipping confirmation email, please contact our Customer Excellence Team with your name and order number who can assist further.
No problem at all. First, please do check any junk/spam folders in case the email has ended up in there! If you still haven’t received it, just contact our Customer Excellence Team and we will be happy to help find your order and resend the confirmation.
Once your order has been dispatched, you will receive an email confirmation of the shipping, along with the tracking details.
Please wait 24 hours from when you receive the tracking number as it will not be valid until it's received by the delivery company. If after 24 hours, your tracking number still does not work, please do contact our Customer Excellence Team who will assist you further.