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faq

registration and creating an account

All our products contain high concentration cosmeceutical active ingredients, and some are contraindicated if you are pregnant, breast feeding, taking oral vitamin A such as Roaccutane, suffer from certain skin conditions such as eczema, and if you have severely sensitive skin. The registration process is for your safety so that we can warn you appropriately about which sk.in products not to order or use on your skin.

The sk.in test has two primary functions:

  1. Registration and automatic account creation.
  2. An online skincare regime recommendation.

This allows you to own your personal account with sk.in where your past orders, recommendations, personal details such as home and/or delivery address are kept. All of these items can be edited once you have successfully logged into your account using your username and chosen password.

By completing the sk.in test your account will be automatically created. Please follow this link: sk.in test to register and create an account with us.

skincare advice

At sk.in we take pride in offering the best skincare advice possible and offer this in numerous ways:

  1. Try the free online sk.in test – click here, which will provide you with skin regime recommendations while you are online.
  2. Phone our Customer Skincare Advice number at 021 797 0960 and have a chat with our sk.in therapists Sam or Vashnee. Only available Monday to Friday during normal business hours.
  3. You can also email Sam at sam@skiningredients.com or email Dr Alek Nikolic directly at dralek@skiningredients.com.

local and international deliveries

The sk.in product range is currently only available in South Africa however we are presently working on expanding our borders to include international deliveries. So, stay tuned and subscribe to our Newsletter – Subscribe To Our Newsletter, to be the first to hear about our international expansion.

delivery

We work hard to get your delivery to you as soon as possible and in most cases, you can expect delivery within 24 to 72 hours if your order was placed during normal business hours. However, this will be dependent on several factors that can delay the delivery times:

  1. A delay in payment will delay the delivery time. Please note that EFT payments can take between 24 to 78 hours to reflect in our account.
  2. There may be uncontrolled circumstances with the actual courier delivery which may delay the expected time. This includes but is not limited to strikes, acts of nature, theft, etc.
  3. Outlying areas or if you do not live in a major city can take 5 to 7 days for delivery to be completed.
  4. Orders placed over the weekend are not counted as delivery working days.

Taking all of the above into consideration delivery to major cities are typically completed within 2 to 4 days of ordering and to outlying areas most deliveries will be completed within 5 to 7 days following your order.

Yes, absolutely but to ensure timeless delivery please ensure that you add as much information as possible on your delivery address including:

  1. Building name and number
  2. Office or business name
  3. Floor and office number
  4. Contact person or person receiving the parcel on your behalf
  5. Correct cellular details

We try our utmost to get your sk.in products to you as soon as possible but in the unlikely event that you have not received your order please contact our customer support at support@skiningredients.com who will assist you in tracking down your products. You will be notified of the delivery and receive a tracking number which will help you in finding what has happened with your products.

Thankfully we have arranged with our courier service to try three attempts to deliver your sk.in products before a failed delivery attempt is declared. If you are not at your delivery address with the 1st attempt the courier service will phone you and confirm a time for the 2nd delivery attempt. If after three attempts, you are not available to receive the delivery it will be deemed a failed delivery attempt and your products will be sent back to us at sk.in headquarters.

We will provide you with a tracking number as soon as our courier service collect your sk.in products for delivery to your chosen address. A link to the courier site will be provided in your completed order email. Once you have landed on their website please copy and paste the tracking number provided in the tracking space provided: Track My Parcel.

technical

Please phone our sk.in Customer help line at +27 (0)21 7970960 or email sk.in@skiningredients.com. Only available Monday to Friday during normal business hours.

Please complete the sk.in test that will register you with sk.in and create a personal account.

Once this has been completed please follow this link to the sk.in product page: SHOP.

On the sk.in shop page simply click the add to cart button. From there follow the on-screen instructions. If you need any help, please do not hesitate to phone our sk.in Customer help line at +27 (0)21 7970960 or email sk.in@skiningredients.com. Only available Monday to Friday during normal business hours.

On the sk.in home page look for the menu tab my account. Click on the my account tab found at the top and the middle of the sk.in home page. This will direct you to your account page dashboard. Scroll down and you will see the following tabs:

By clicking Addresses you will be directed to both your billing and delivery address. Press the EDIT tab and make the necessary changes to your contact number and/or address. Please do not forget to press the SAVE ADDRESS tab.

Once you have been directed to your account page (Click on the my account tab found at the top and the middle of the sk.in home page) your dashboard will display the following:

Orders:

This will show you all your past orders and current orders on hold.

Addresses:

This will allow you to edit your contact details.

Account Details:

Here you can change your name, password, and email.

My sk.in Rewards:

This will show you all the sk.in rewards you have earned for shopping with us. sk.in-R can be used with any sk.in purchase. For more information of our loyalty programme sk.in-R please follow this link to find out more info on how our rewards work: sk.in-R.

Logout:

By pressing logout, you will be securely logged out of your account and to order or see your account page you will have to log in again using your username and chosen password.

Yes, you can but we will be sad to see you go. All our newsletters have an unsubscribe button that will automatically remove you from our mailing list. Just click this tab and you will be directed to the unsubscribe page.

stock

Our back end is constantly updated as orders take place when a sk.in product goes out of stock a notification will be displayed on the product page.

customer and product reviews

We love to hear from you so please send us as much feedback as you want and use our online sk.in site to add your product reviews. Product reviews go a long way in helping other customers decide on which products to purchase for their skincare regime. Feedback and reviews can be made on the sk.in website, sk.in product review please click here, and our social media channels Facebook and Instagram.

payment

We offer several secure payment options:

Credit card:

sk.in has the facility to accept all credit card and chipped debit / cheque card payment with VISA, MasterCard, and America Express. This payment method allows almost immediate transfer of the funds into our account which will ensure faster delivery times.

Snapscan:

We are an official merchant registered with Snapscan. The Snapscan payment method typically takes 24 hours for the funds to reflect in our account.

EFT or Electronic Funds Transfer:

If you choose this method of payment you will be able to complete the check out process and complete your order. Following this you will receive an email confirming your order is on hold with our banking details. As soon as you have transferred the correct purchase price amount and it is reflecting in our account your order will be changed from on hold to processing. As soon as our courier picks up your products your order will be changed to completed. EFT payments can take between 24 to 72 hours for the funds to reflect in our account.

We use PayGate as our secure payment gateway portal who are the largest payment gateway portal in Africa. sk.in is an authorised merchant registered with PayGate. When PayGate processes a transaction for you via the sk.in-PayGate payment web service, the transaction is encrypted. PayGate makes use of the latest SSL encryption which encrypts all data sent from the sk.in website to PayGate in such a way that only PayGate servers can read it.

The Secure Sockets Layer (SSL), is the world standard for secure data transmission over the Internet. SSL uses authentication and encryption technology developed by RSA Data Security Inc.

Furthermore:

  1. We do not keep or see any of your credit card details as this is all handled by the encrypted information through the PayGate servers.
  2. All transactions are also verified through the VISA (Verified by Visa), MasterCard (SecureCode), and American Express (Safekey) security verification services.

There could be several reasons for this:

  1. Please check that you have entered all your personal details such as billing address and cellular number in correctly.
  2. Your bank could be offline, so a secure authorisation is not possible.
  3. If you are using a debit card you may have reached your daily limit.
  4. The credit card authorisation system may have timed out.

Your best approach is to contact your bank to find out the reason. If you still are having problems, please contact our support consultants at support@skiningredients.com and we will get our IT team to investigate further.

orders

You will receive an automated email confirming the order you have placed has been received by sk.in that will contain all the order details including your name, billing and delivery address, products ordered, total purchase amount, and an invoice for your records. Once payment is reflecting in our bank account your order will be sent for packing and delivery through our courier. As soon as our courier collects your sk.in products for delivery you will receive an automated completed email that contains a tracking number for your parcel.

Please complete the sk.in test that will register you with sk.in and create a personal account.

Once this has been completed please follow this link to the sk.in product page: SHOP.

On the sk.in shop page simply click the add to cart button. From there follow the on screen instructions. If you need any help, please do not hesitate to phone our sk.in Customer help line at +27 (0)21 7970960 or email sk.in@skiningredients.com. Only available Monday to Friday during normal business hours.

privacy

Yes, your account details are not shared with anyone. Only you have your own unique password, and this is the only way to view your account and change the details so please keep this password in a safe place. For further information on our privacy policy please follow this link: Privacy Policy.

We do not have access to your full credit card details or keep or save the information. We use PayGate as our payment gateway portal and sk.in is an authorised merchant registered with PayGate. When PayGate processes a transaction for you via the sk.in-PayGate payment web service, the transaction is encrypted.

sk.in will not offer any information from our database to any outside or third party, so your information is never given out under any circumstances.

returns

  1. Should you for any reason wish to cancel your order after delivery to you, you must advise Skin Ingredients in writing of your cancellation (sk.in@skiningredients.com) and any such cancellation notice must be provided by the person who placed the order with us and must be communicated within 7 calendar days of delivery.
  2. The relevant goods must be returned to us, at your own cost, undamaged in the original packaging within 14 calendar days.
  3. If the goods are returned as set out, you will receive a full refund within 30 calendar days of our receipt of the returned goods (provided that you have made your bank details available to us).

We take every precaution to ensure that all sk.in products arrive safely and undamaged to your prescribed delivery address. If, however on the off chance that during the delivery process your sk.in products are damaged, please notify us immediately at sk.in@skiningredients.com. Our customer care specialists will help you with any products that are defective including sending replacements and arranging collection of the defective product/s.

  1. Should you for any reason wish to cancel your order after delivery to you, you must advise Skin Ingredients in writing of your cancellation (sk.in@skiningredients.com) and any such cancellation notice must be provided by the person who placed the order with us and must be communicated within 7 calendar days of delivery.
  2. The relevant goods must be returned to us, at your own cost, undamaged in the original packaging within 14 calendar days.
  3. If the goods are returned as set out, you will receive a full refund within 30 calendar days of our receipt of the returned goods (provided that you have made your bank details available to us).
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