Frequently Asked Questions (FAQ)

“You have a question? You will discover below the answers to the most common questions. If you do not find what you are looking for, feel free to contact us at the email info@clyskin.com.”

Shipping and delivery

  1. What is your shipping policy?

We offer free delivery in the United Kingdom for any order placed with us, with each item packed and handled with care to ensure fast and secure delivery.

  1. Do you deliver to pickup points or automatic lockers?

For the moment, we can only ship to the delivery location specified during checkout. Delivering to collection points or automatic lockers is not currently an option.

  1. What are your delivery times?

Orders placed Monday to Friday before 6 p.m. (GMT) are processed and shipped within 1 to 2 business days.

The delivery time after shipment is on average 5 to 7 business days. Deliveries take place only from Monday to Friday. During busy periods (for example during promotions or holidays), delays may occur.

Total time: 6 to 9 business days.

  1. How can I track my order?

Once your purchase has been shipped, a confirmation email containing a tracking number will be sent to you. This number will allow you to track the progress of your order on our dedicated order tracking page.

  1. Which delivery partners do you work with?

We work with trusted carriers in the United Kingdom, notably La Poste and DHL, in order to ensure safe and reliable delivery of all orders.

  1. What should I do if my parcel has not arrived or has been lost?

If your order does not reach you within the expected delivery time, we invite you first to check the tracking information included in your shipping confirmation email. If no update is available, please contact us by email at info@clyskin.com. In the event of confirmed loss of your parcel, we will proceed with resending your purchase or issuing a full refund according to your preference.

  1. What should I do if my item arrives damaged or broken?

We are sorry to hear about this unpleasant situation. If the product you received is damaged, please contact us by email within 7 days after receiving your parcel. Please provide us with your order number as well as a few photos of the damaged item and its packaging. We will do everything possible to offer you a replacement or a refund quickly.

Refunds and returns

  1. How can I return an item?

If you are not fully satisfied with your purchase, please send an email to info@clyskin.com within 30 days after receiving your order to request a possible refund. The products must be unused and in their original condition with all tags and original packaging included. The refund will be issued after receipt and inspection of the returned item by us.

  1. How long does it take to process a refund?

Refunds are generally processed within 7 business days after receiving and checking the returned item. You will receive a confirmation email as soon as the refund is processed.

  1. Who covers the return shipping costs?

If you return a product due to damage, an error it presents, or if it is defective upon receipt of the parcel, we will cover the costs related to the return of the damaged product. For other returns (for example if you simply change your mind), the return costs will be at your expense. We also ask you to contact customer service via info@clyskin.com before returning any product so that we can assist you effectively in this process.

Privacy

  1. How do you protect my privacy?

We take your privacy very seriously. All transactions and personal data are protected by SSL encryption, and we never store your credit card information. Your data is never shared with third parties without your consent.

  1. Will my data be shared with third parties?

We do not in any way sell or share your personal information with third parties; this data is only used in the context of order processing and customer support. For more information on this topic, please consult our Privacy Policy.

Payments

  1. Which payment methods do you accept?

We accept the following payment methods:

  • Credit card (Amex, Mastercard, Visa)
    Apple Pay
    Google Pay
    Paypall

  1. In which currency are the payments processed?

Transactions are all carried out in British Pounds (£). If you purchase from abroad and pay with your bank card, your bank may apply conversion fees or use its own exchange rates.

  1. Are my payments secure?

Yes, the security of your payments is our top priority. All transactions are protected by the SSL (Secure Socket Layer) protocol to guarantee the security of your information.

  1. How do I know if my payment has been made?

Once the payment is completed, you will receive a confirmation email for your order. If you do not see it, check your spam folder or send an email to info@clyskin.com.

  1. What should I do if my payment is declined?

Please check your card details, your billing address and the available balance. If the problem persists, please contact your bank or card provider. You can also contact us at info@clyskin.com for assistance.

Email: info@clyskin.com

Phone: +447546947164

Contact Form: Visit our contact page

Business Address:

Clyskin
120 Kilmarnock Road
Glasgow G41 3PG
United Kingdom

Customer service opening hours

Opening hours (Monday to Friday):
9 a.m. to 6 p.m. (GMT)

Opening hours (Saturday and Sunday):
10 a.m. to 4 p.m. (GMT)