FAQ

Frequently Asked Questions

  1. Help! I've forgotten my password

    If you have forgotten your password that is linked to your Skincare Secrets account, you can simply go to the log in page and select “forgotten password” From here, you will be asked to enter your email address that is linked to your account and you will receive an email containing a link to re-set your password.

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  2. Can I order without registering?

    Yes; at Skincare Secrets Direct it is our policy to make your shopping experience as quick and easy as possible. We do not require registration but should you wish to do so at the end of the checkout process you may. We do not retain any payment details and we only keep your delivery information.

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  3. Is the ordering process secure?

    Yes; at Skincare Secrets Direct we maintain the highest levels of security. Our site uses high-level SSL encryption technology, the most advanced security software currently available for online transactions.

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  4. Can I have my order shipped overseas?

    Yes. We can ship many products outside of the UK. Some products and brands do have delivery restrictions, which will appear on our webpage as “unfortunately this items in unavailable from your location” if this shows on a particular item then we are able to ship this product to you. Some items are also subject to a delivery quotation due to the delivery location however you will be directed to the required page to submit your request at the checkout stage should this be applicable.

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  5. Can I track my delivery?

    Yes. You will be able to track your delivery with our couriers once your parcel has been dispatched from our warehouse. You will receive a confirmation email when your parcel has left our warehouse, and this will include your tracking number so that you are able to follow the progress of your parcel.

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  6. Which payment options do you accept?

    We accept payment via credit/debit card or Paypal online.

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  7. How much does delivery cost?

    The cost of delivery varies from country to country. For the UK the cost of delivery depends on the delivery option that you select and your order total. Please see the information below for the delivery cost to the country of your choice.

    For delivery in the UK:

    Standard delivery takes 3-5 working days at a cost of £3.95 (for orders under £50.00) or FREE (for orders above £50.00).

    Next Working Day if ordered before 15:00 at a cost of £5.95

    Nominated Day (excludes Saturday and Sunday deliveries) at a cost of £5.95

    Saturday / Sunday delivery at a cost of £9.95

     

    For delivery to the US:

    Standard delivery takes 2-3 working days at a cost of $15.00 (for orders under $150) or FREE (for orders above $150).

     

    For delivery to Australia:

    Standard delivery takes 3-4 working days at a cost of $40.00 (for orders under $200) or FREE (for orders above $200).

     

    For delivery to the United Arab Emirates:

    Standard delivery to the UAE takes 2-3 working days at a cost of AED100 (for orders under AED1,500) or FREE (for orders above AED1,500).

     

    For all other international deliveries please select your country

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Latest Questions

  1. How do I change my email address?

    Our dedicated team can update your email address for you, please contact the customer services team for this to be processed. Please send an email from your existing account detailing your new email address or alternatively an email can be sent from your new account detailing your billing information that is linked to your Skincare Secrets account so that we can verify this for security reasons.

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  2. Can I sign up / unsubscribe to emails?

    You can choose to sign up to our newsletter by following this link - www.skincaresecretsdirect.com/newsletter

    Should you wish to unsubscribe from our newsletter at any time, please contact our customer services team and we will process this for you.

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  3. How do I set up a wishlist?

    You can create a wishlist by logging into your Skincare Secrets Direct account and selecting “My Wishlists” From here you will just need to click “create a new wishlist” and you can then personalise the name of your list and begin adding your desired products to the list immediately. You can easily add items to your list via the product pages on our website too.

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  4. Do you run promotions?

    At Skincare Secrets Direct, we always follow our brands recommended retail prices to ensure that we are offering competitive pricing however should you find any products featured on our website at a lesser price with another retailer, please contact our customer services team and we will look into this for you.

    Price Matching

    Please see below for some guidelines of our price-matching policy.

    • The retailer must be a direct competitor and not a specialist discounted site
    • The competitor’s price will need to be publicly available and verified by a representative of our Customer Service Team
    • The product has to be the same make and model
    • The product must be in stock at the time of query
    • We will only match Full Price products and not special discounts / promotions
    • The total price must be inclusive of full delivery costs quoted by the competitor
    • We will honour the price up to 14 days after purchase as long as all of the above criteria has been met
    • The price match will only apply to products being delivered to UK mainland locations
    • During an Skincare Secrets Direct price-match event we will match promotional prices, but this does not include service or reward-based promotions. If a competitor is running a very short-term promotion please note we may not have a chance to price-match at point of purchase but we will consider refunding you the difference.

     

    Promotions

    We reserve the right to amend, withdraw or terminate any promotion without notice from our website.

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  5. Can I have my order gift-wrapped?

    Yes. At Skincare Secrets Direct we offer a luxury gift wrapping service. If your items are suitable for this service they can be wrapped in a luxurious black crocodile textured paper; each parcel is then tied with an embossed cream satin ribbon and you will have the option to select this service at the checkout stage and include your own personalised message.

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  6. Can I cancel or amend an order online?

    Orders cannot be amended or cancelled online however our customer services team are available 6 days per week via phone or email so please do contact us with any requests and we will endeavour to ensure that these are processed for you wherever possible.

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  7. If an item is out of stock, can I still order it?

    If an item is out of stock, we will clearly show on the product page if this can be ordered and also when we are expecting further stocks to reach us. All of our stock levels are live and please note that products are not reserved until your order has been confirmed.

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  8. Can I have my order delivered to a different address to my billing address?

    Yes. If you are placing an order as a gift for a friend (in the UK or overseas), or would like your order delivered to a work address then you may request to have a separate delivery address to your billing address. You may enter the delivery address at the first stage of the checkout procedure. In order to do this you will need to pay by credit/debit card so that you can enter your billing address separately when you enter your payment details. If you choose to pay by PayPal you will need to register the delivery address to your PayPal account as part of PayPal own security restrictions.

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