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Help Center

Trying to find out more about our company? Here are some questions that many of our customers ask. If you have other questions, please reach out to our customer service team by e-mail.


Are all your products fresh and genuine?

100% – We never sell anything other than genuine brand items on our website.

Our products are sourced from around the world, so a small number of the products sold on our website may look slightly different from what you have at home, but the products are still 100% genuine and produced by the original manufacturer for that particular brand. For example, a product sold in the US may differ in appearance from the same product sold in France or Japan, but the product is still genuine.

Freshness is also 100% guaranteed as we keep all our stock in a temperature controlled environment prior to shipping and subject to regular quality control checks.

All of which can testify to the quality of the products received by our customers.

Are your products cruelty-free?

Yes, all Seek Skin brands are cruelty-free, meaning that no products have been tested on animals.

Do your products contain any nasties?

All products on Seek Skin abide by its ‘Never-List’ which means products contain sulphates/parabens/toxins, CFCs, fragrance, silicones, coal tar, alcohol and palm oil etc. Please get in touch with us for specific concerns!

Are your products sourced from nature?

We believe in ethical sourcing and product integrity. This means that most of the brands featured on Seek Skin contain natural or certified organic ingredients that originate from botanical derivatives, certified minerals, and fruit pigment preservatives, without any harmful synthetics or toxic chemicals.

I don't know what I want, how do I choose what to buy?

Not to worry! We have a personalized Beauty Concierge Service where you can receive a one-to-one consultation and curated product recommendations based on your skin type and concern.

Discounts & Promotions

How do I get a promotion code?

Subscribe to our emails and social media channels to unlock exclusive discounts and nab some fabulous free gifts from your favourite beauty brands!

How many times can I apply a discount code?

Unless stated otherwise, you can apply a discount code once per transaction.

My discount code isn't working, what should I do?

Your discount code may have expired. Please get in touch with us so we can address the issue at


What are the shipping costs?

Shipping is FREE on your first order, with no minimum spend.

For subsequent orders, shipping is FREE.

Courier and express shipping rates will be calculated at checkout.

Some products, like fragrances and haircare, require special handling due to their flammable nature and heavy weight. A small charge may be applied when your order contains fragrances or haircare. Read more

How long will it take to get my order?

Once we have received your payment, your order will usually be dispatched within 24 hours and you will receive an email confirmation once it ships. You can also check your order status through our website at any time.

DHL Express: 3-10 business days

What if my order hasn't arrived after 14 postal days?

All information supplied to us by the postal services is automatically updated in our online tracking service.

If your order has not been delivered within the expected delivery time, please contact your local postal services using the postal reference number provided in your shipping status email.

If you are unable to find your order, please contact us and we will gladly follow up on your behalf. Remember to include your order number in all correspondence to ensure prompt service.

How do I track my order or change my address?

You will receive emails to indicate that your order has been processed/ has shipped. Our Customer Care team will be happy to assist with tracking your order, changing your preferred delivery date and address should you require. However, if you have received an email informing you that your order has been dispatched, we won’t be able to change your address. Please note that a change to an address outside of the original delivery country will not be possible.

How will I know when my order has been shipped?

After placing your order, an e-mail confirmation will automatically be sent to you with your unique order number.

Please add our e-mail to your address book, or ensure you have disabled any spam filters you may have so that our e-mails can be received.

Will there be any taxes/customs duties?

It depends on the destination. Unfortunately, we do not reimburse the cost of taxes.


How do I return an item?

If you have received an incorrect order or if your product is damaged, you can apply for a return via email at Returns MUST be triggered within 48 hours of receiving the product owing to temperature regulations for our products.

Once your pickup request is raised, our delivery partners will ensure that it is collected from you and returned to our warehouse safely. Please ensure that you take a picture at the time of triggering your return of the damage/incorrect order and email us at citing your order number.

Can I exchange my product?

Product exchanges are subjective to the issue with the product and will be handled personally by our team. We request you to get in touch with our customer care for any exchange requests and they will be happy to help!

Can I cancel or change my order?

If you wish to cancel your order please head to My Account with your credentials to trigger the cancellation. If you wish to change/modify your order please contact us immediately and we will be happy to help.

*For international orders it is advised to contact us immediately for either request.

My product was damaged during transit, what should I do?

This rarely happens! We have a strong logistics team to ensure customer satisfaction. However, if this is the case, please contact us immediately and we will be happy to replace the item with apologies.

When can I expect my refund?

Refunds are processed typically between 7-14 days depending on the mode of payment and bank guidelines. Refunds will be done only through the Original Mode of Payment.

I was sent the wrong order/something is missing from my order what should I do?

Please contact our customer care service immediately with your order details and we will be happy to find you a solution.


Why do you need my profile information?

Information from your profile is used to complete the checkout forms such as your name and mobile phone number. Details such as your gender and birthday are used to send customized information and offers that are as relevant as possible.

You may need to re-enter your password when changing some information such as your mobile phone number and password for added security.

How do I change my email notification preferences?

After logging into your account, visit your ‘Email Preferences’ page. From here you can edit which notifications you would like to receive. If you wish not to receive promotional emails, click the ‘Unsubscribe’ link at the bottom of each email we send you.

Please note: as we often prepare email promotions up to 1 week in advance, you may still receive a few more emails from us, but these will eventually stop.

Why aren't I receiving answers to my emails?

Please note that we endeavour to answer all English e-mails within one hour. If you have not received any reply within 24 hours, please check the points below before sending a follow-up message:

Your message may not have been received by Seek Skin. If you receive any messages to your mail-box with the subject “Returned mail” or “Non-delivered mail”, your message has not been received by the recipient.

  • You may have used the wrong e-mail address. Please check our e-mail addresses on the Contact Us page and try again.
  • Your e-mail settings may be preventing you from sending e-mails overseas. Some e-mail providers prevent some e-mails being sent abroad. Please check with your e-mail provider for further details.

You may not be able to receive e-mails sent by Seek Skin.

  • The messages may be filtered out by your anti-spam software since you haven’t added the SeekSkin email address into your address book. Please add our e-mail addresses to your address book or contact list.
  • If you use your company’s official e-mail server, there may be restrictions on receiving non-registered e-mails. Please check with your system administrator to remove the restriction.

Do you provide samples?

We provide free samples when they are available, but we can’t guarantee they will be included with all orders.