FAQ
Shipping, Delivery and Returns
Where do you ship?
At this time, we ship only within South Africa.
Do you ship to P.O. boxes?
No, currently we do not ship to P.O. boxes.
Once I place my order, can I change the delivery address?
You are not able to change the delivery address yourself once you have already submitted your order. Should you wish to change it you can contact our customer support team on 021 065 1550, or info@skoonskin.com, and they will be able to update this depending on the status of your order.
What happens if an item is missing from my delivery?
Once an order has shipped, you will receive an email with tracking information. If you have not received a shipping confirmation email within a few days of placing your order, please check your spam folder.
If your package is missing, please have a look around your property to see if it was tucked away out of sight. The Courier Guy provides proof of delivery. If the package is not found, notify us within three days of the scanned delivery date at info@skoonskin.com. We will start a trace with our courier partner and take the required follow-up steps. This process takes approximately 2-3 business days.
What do I do if I receive goods damaged or broken in transit?
Goods are occasionally damaged in transit, and we will happily replace these. Please do take a photo of the damaged item as this helps our packing team improve the way products are wrapped and sent. Please do not discard the product or the packaging as these materials may be required your claim to be processed. Send an email to info@skoonskin.com, get in touch via the live chat on our website, or call us on 021 065 1550 to report the damaged item so that we can correct the issue.
What if my item is defective?
Please email details and pictures to info@skoonskin.com. Please do not discard your item. We may ask that you return it for quality assurance. If you did not purchase your product from skoonskin.com, please contact your retailer for assistance.
What is your return policy?
- Unopened products: If you’d like to return your products—get in touch with us at info@skoonskin.com with your order details within 7 days of receiving your order and let us know what went wrong. To be eligible for a return, your item must be in the same condition you received it, unopened or unused and in its original packaging. If the reasons for return are valid, please ship unopened products back to us within 7 days of receiving your order, bearing all return shipment costs.
Please send any products for return or exchange to:
SKOON. SKIN CARE (PTY) LTD
Attention: Returns / Customer Care
Klein Joostenberg Farm
R304
Muldersvlei
Western Cape
7606
If you are returning the item because it is not suitable or you have changed your mind we will refund you, less the courier fee once the item has been returned to our warehouse and our team has confirmed that the item is in a saleable condition.
- Opened products: We require before-and-after photos to process a refund for opened products within 14 days of receiving your order & using the product.
To start a return, you can contact us at info@skoonskin.com. Please include a copy of your receipt (or a note with your order number (SK…), name, email address, phone number, photos) and your reason for returning the product(s). If your return is accepted, we’ll send you instructions on how and where to send your package or provide your with a return shipping label. Items sent back to us without first requesting a return will not be accepted.
*Please note: Our warehouse does not accept walk-in returns. We cannot ensure that we will be able to properly locate and process your return without the return authorization and the correct return address.
All items purchased directly from skoonskin.com may be accepted for a return. If you purchased a SKOON. product from one of our authorized retailers, please contact them for assistance.
How do I start a return?
We are so sorry you didn’t absolutely love your SKOON. purchase. Please contact our customer service team at info@skoonskin.com to start the return process. Please include your order number (SK…) and the email address that was used to place the order, along with the name of the item(s) you would like to return.
What do I do if the item I received is not what I ordered?
Email our customer support team on info@skoonskin.com with your order number (SK…) and details and a picture of the product that you have received and we will assist in sorting this out by confirming that the item received was incorrect and sending the correct item out to you.
What do I do if my item is faulty?
Email our customer support team on info@skoonskin.com with your order number (SK…), details and a picture of the product that you have received and we will assist in sorting this out to either have it repaired, replaced or refunded, depending on the situation.
Do I have to pay return shipping costs?
You will be responsible for paying your own shipping costs when returning your items. If a return item is lost in the shipment back, we cannot issue a refund.
Can I exchange my product?
We do not accept any exchanges, but you are welcome to return the unopened and unused product (by following our returns policy).
Online Ordering
How do I place an order through the SKOON. website?
- Find the products that you would like to order by browsing “Shop” using the navigation menu. You can also search for products or products containing certain ingredients by using the Search Bar at the top of the webpage.
- When you find a product that you like, add it to your Basket by clicking the 'ADD TO BASKET’' button. Note that some products come in different sizes or flavours. If this is indicated for a product, click on the product and you will then be able to select which size etc. you prefer.
- When you have chosen all the products that you would like to buy, and then click on the "VIEW CART & CHECKOUT" button.
- You will then be directed to add in your Delivery Address, upon completing this you will be directed to choosing your Delivery Method.
- You will then be taken to Payment – you can select a payment method of either Debit Card, Credit Card, Bank Transfer, Instant EFT or by Cash Deposit.
- Once you are happy with your order details, please click on the 'COMPLETE ORDER’' button. Once this order has been processed you will be given an order number.
If these steps did not guide you through the process, please call us and we will verbally assist; 021 21 065 1550.
The product I want is out of stock. Will it be available again?
We carry a large stock holding in our warehouse that we are constantly restocking. However, it is possible that you will order a product that we are temporarily out of stock of. If this happens, we will contact you within one working day to notify you and to give you options e.g. swap for another similar product, get a refund on the item, etc.
We always suggest subscribing to our emails to ensure you are getting first access to restocks, new products, and promotions. Limited-edition products and sets are typically not restocked. In general, when these go out of stock, it’s for good.
Do you send samples?
Yes! We include at least three free samples with every order unless you opt not to receive them. We only ship samples with a purchase. Due to the limited nature of free samples, we are unable to reship them if they arrive damaged or are missing.
Where can I purchase SKOON. products in South Africa?
You can purchase any SKOON. product from skoonskin.com. For a full list of retailers & store locations, please visit our Store locator https://www.skoonskin.com/pages/store-locator.
There are some websites and dealers that claim to be authorized SKOON. resellers but are not. Products sold on these websites or from these dealers do not carry a warranty from SKOON. When you purchase products from an unauthorized website or dealer, you are taking a risk because these products may be counterfeit, used, defective, or not manufactured for use in your country. Please protect yourself and your SKOON. product by ensuring that you purchase SKOON. products only from an authorized SKOON. dealer.
Does skoonskin.com ship internationally?
Unfortunately, skoonskin.com does not ship outside South Africa.
Do you have discounts or promo codes that I can use for my order?
If you haven’t signed up for our emails, please do! We will let you know about the latest launches, news, and promotional offers and discounts.
TERMS RELATING TO THE REDEMPTION OF DISCOUNT VOUCHER/PROMO CODES
- You must enter the promo code when placing your order online during checkout.
- Only one promo code can be used per order of Product.
- You cannot use a promo code in conjunction with any other sales discounts or promotional offers, unless the specific terms relating to the Promotional Discount Codes state that you can combine the Promotional Discount code with other offers.
- Promo codes can only be used ONCE per customer unless clearly stated.
- Promo codes are NOT applicable to subscription products or reoccurring billing products.
- The promo code will expire on the date specified in the specific terms relating to the Discount Promo, or before subject to availability of which we will notify you via the website. You cannot use the Promotional Discount code after this date.
- Discount Vouchers have no cash redemption value.
- We reserve the right to vary or discontinue the Discount Voucher/Promo Code scheme at any time.
- Please note that misuse of promotions and codes may result in order cancellation.
If you are having an issue with a promo code, please be sure your order meets all qualifications for the promo code and that the code is still valid. If you are still having issues, please contact customer service at info@skoonskin.com.
What forms of payment do you accept?
We have a number of safe and easy ways to pay for your items ordered.
You will be prompted to make payment using one of the following methods:
- Credit Card/Debit Card – immediate payments are securely processed.
- Bank Transfer – you will receive an invoice by email with our bank details and we will dispatch your order within 24 hours of your payment clearing. Please note that Bank Transfer payments could take up to 7 days to clear.
- Instant EFT – immediate payments are securely processed.
- Cash Deposit – please note there is a 3% surcharge for this payment method.
- Gift Voucher – you can pay with a SKOON. Gift Card
Can I modify or cancel my order once it has been placed?
Once your order has already been placed and paid for, we will unfortunately not be able to add or remove any items to or from your order.
You can place a new order for the additional goodies wanted, however if your order is under R350 you will be prompted to pay for delivery.
If you need to cancel an existing order, please contact info@skoonskin.com as soon as possible for assistance.
Can I modify or cancel my gift card order once it has been placed?
Unfortunately, we are unable to modify your gift card order after it has been placed. If you need to cancel an existing gift card order, please contact info@skoonskin.com as soon as possible for assistance.
How can I review my order history?
Please log in to your SKOON. account to view your order history.
Collections
Can I collect my order from your SKOON. warehouse?
Unfortunately, this service is currently not available.
Account
What are the benefits of having an account?
By creating an account on skoonskin.com, you will be able to keep a record of all your purchases, billing, and order tracking information. You can also store multiple shipping addresses to expedite the checkout process. If you choose to receive emails (which we highly suggest!), you will also be the first to know about new products, promotions, and all things SKOON.!
How do I create an account?
Click on the “Log In” link in the upper right-hand corner of any page and then select “Register” to create an account. You can also create an account during your initial checkout.
I’m having trouble logging into my account, how do I recover my password?
Please click on the “Forgot your password?” link on the log-in screen for instructions on how to recover your account. Or please contact info@skoonskin.com for additional assistance.
How do I subscribe to or cancel my SKOON. email subscription?
We hate to see you go! But if you must, you can easily unsubscribe by clicking the "unsubscribe" link at the bottom of our emails or contact us at info@skoonskin.com.
Does anyone else see the information that I provide to SKOON.?
We respect your privacy. The information you provide will not be given to any third party. Please refer to our https://www.skoonskin.com/policies/privacy-policy.
Product Questions
Do your products have expiration dates?
All SKOON. products have a shelf life of two years (one year after opening).
All skincare products have a PAO, or period-after-opening, date that is printed on the packaging. This information is a guideline to get the most out of your products and use them at their peak efficacy. If you turn your SKOON. bottles to the side, you will see a little open can with a number inside. This refers to the number of months in which we recommend using the product.
Is your packaging recyclable?
Most of our products are recyclable. If you don’t see the recycling info for your product, please feel free to contact us at info@skoonskin.com.
Are your products safe for all ages?
Yes, but of course use common sense. We recommend patch testing before first usage. Our Beauty Smoothies, as a general rule, are not recommended if you are pregnant/breastfeeding or under the age of 16 years.
Do you test your products on animals?
No, we do not test our products on animals.
Are your products all-natural/organic?
While SKOON. aims for its products to be as natural as possible, it is far more important that the ingredients in them be effective and safe for your body and skin. Natural ingredients can be irritating, so we consistently formulate our products with soothing, low-hazard ingredients—regardless of their natural or synthetic status.
Why do you use synthetics in your products?
Over time, we have found that a small number of low-hazard synthetic ingredients are essential to maintain the efficiency, colour, and stability of a high-performance line. We strive to be as safe as possible while providing the most efficacious skincare available.
Are SKOON. products vegan and gluten-free?
As none of our products are produced in dedicated gluten-free facilities, we do not make this claim in association with our products. If you have a gluten intolerance or allergy, your physician needs to be the final word on whether our products are suitable for your sensitivities. We recommend taking the ingredient lists for any SKOON. products you're considering to them for review, just to be safe.
If you are vegan, please consult the ingredient lists for animal-derived ingredients.
Are your products noncomedogenic?
All of our products have undergone clinical trials, and none of the people in the trials have ever experienced irritation or breakouts when using only SKOON. products.
Does SKOON. use parabens?
No. We do not use parabens.
Is it safe to use your products while I'm pregnant or nursing?
Our entire product line is safe for pregnant or nursing women to use, with the exception of Retinin and Beauty Smoothies. However, always check with your doctor before using any new products while pregnant or nursing.
Is it normal to feel tingling when using the SKOON. Serums?
Yes, most definitely. When it comes to using a new product or ingredient (especially those that contain acids, like l-ascorbic and glycolic acid), start slowly and let your skin adjust. We use high concentrations in our products to ensure effectiveness, so a little tingling is not a bad thing!
Are there any storage requirements for my products?
We recommend that you store products at room temperature, away from direct sunlight in a cool and dry environment. Avoid storing your products in extreme hot or cold temperatures. While temperature does not directly impact product efficacy, it may impact the texture (your formulations might become slightly runnier in excess heat, and thicker in excess cold; we like our creams and serums to apply smooth-as-silk!)
The above recommendations are valid for all our products, except our eye serum – this one can be left in the freezer for 2-3 minutes before use. Thanks to its metal ball roller, the extra step will help soothe, chill and de-puff your under-eye area!
What happens if a child consumes cosmetics?
SKOON. topical products are made for external use only. Parents should contact their local poison control for advice immediately if a child ingests cosmetic or personal care products.
First… don’t panic. Most personal care and cosmetic products are classified as “minimally toxic.” It may cause irritation to the skin and eyes and, if ingested, it is likely to cause an upset stomach, diarrhoea, or a bout of vomiting.
It all depends on how much a child consumes and what ingredients are in the product.
If a child consumes cosmetics or personal care products and is not showing symptoms, guidelines from Poison Control suggest giving them a drink of water and keep an eye on them. However, if a child is feeling sick or having symptoms that make it difficult to swallow, you should seek medical help as soon as possible.
Contact Us
Still have questions?
If you are having site issues, or have additional questions, please email us at info@skoonskin.com.
Do you offer wholesale pricing or professional discounts?
No, at this time, we are not opening any wholesale accounts for the foreseeable future, as we are focused on our key retail partnerships. We also handle all our distribution internally and do not have any independent third-party distributors that wholesale our products. Thank you for considering our products for your business.