Help Center

According to the World Health Organisation (“WHO”), the chances of contracting COVID-19 from an inanimate object are very low. However, Skinstore is constantly monitoring the situation (and any official advice issued in connection with the same) and Skinstore is taking sensible measures to protect customers and staff. We suggest you review the WHO website for latest advice in this regard.

Specifically, in respect of the threat of COVID-19, additional measures implemented by Skinstore currently include the following:

• All Skinstore employees have received additional education and training on hand hygiene and we have deployed additional hand sanitisers throughout all workplaces.
• We are adhering to UK Government guidelines and supporting employees who need to self-isolate for 7 days, should they have any concerns or show flu-like symptoms, have a high temperature or a persistent cough
• In addition, we are taking extra precautions on reducing any touch and transmission points throughout all Skinstore premises and workplaces.

In response to COVID-19, all our carriers are taking precautionary measures to ensure the health and wellbeing of their drivers and our customers.

Please be assured that all our carriers are following the advice and guidelines from the government and that the safety of everyone is our priority.

There is currently no impact to our delivery services at this stage, however we encourage all customers to use your home address for delivery.

Moving forward all carriers will operate a contact free delivery service which means that you won’t be required to sign for any parcel that’s delivered.

You can see all carrier guidelines and measures upon visiting the nominated carrier website, emails will be provided upon dispatch to confirm delivery information.

We hope that you understand and appreciate the measures that have been implemented are to protect you and ensure we can continue operate as normal.

The safety and wellbeing of both colleagues and customers is our absolute priority. Skinstore has consistently taken early and swift actions to ensure this. This includes imposing a ban on both travel and external meetings across the entire 7,000 workforce since mid-Jan this year. Skinstore has also been at the forefront of implementing work for home policies, with 90% of our office based colleagues working from home ahead of recent Government requests for people to work from home where at all possible.

We also have strict safeguarding measures in place across each of manufacturing and distribution sites across the globe, which go far beyond any Government guidelines. This is to ensure our teams can work safely while maintain social distancing at all times. Other measures include providing our manufacturing and distribution colleagues with ready-to-cook ingredient meal packs at the end of each shift, sufficient to feed a family of four. These are provided free of charge and aimed at reducing the needs of our staff to visit supermarkets, increasing their own safety while reducing the strain on supermarkets to help the more vulnerable in our local regions.

We are introducing world-leading measures to monitor and safeguard the health of all colleagues working in our fulfilment centres. In addition to temperature checks and social distancing measures across all sites, we will be installing thermal imagery technology throughout our Warrington premises, with plans to deploy globally. This innovative equipment will allow us to offer early detection of elevated body temperatures which may indicate the presence of a fever,via non-invasive and non-intrusive technology. We don’t believe any other company has taken this measure.

You'll need to register before you can place an order with SkinStore.

As long as you have a valid email address, then you can head over to our sign up page to get in on all the beauty action.

It's easy to make changes to your details, whether it's your payment information, password or address book.

Log-in to your account and you'll see a range of categories at the bottom of the page under 'Account Settings'.

You can rest assured that shopping with Skinstore is safe.

We’re fully compliant with the data protection act so we care about keeping your details secure.

For further information, please visit our Privacy Policy page.

Don't worry, if you visit our log-in page and select 'Forgotten your password?' then you can enter the email address registered and we’ll send you instructions on how to get this reset.

If you no longer want to receive our exclusive offers and promotions then you can log-in to your account and select the 'Email Preferences' option to make this change. 

All items ordered with Skinstore depend upon availability. We want you to be able to order and receive the products you love effortlessly, so we’ll always aim to let you know if an item is out of stock.

Now and again there can be an unexpected delay, if so we’ll get in touch to let you know.

It's easy to place an order with us. Log-in to your account to begin browsing our range.

Once you’ve found the product you want, you’ll need to click 'Add to Bag'. You can either carry on shopping or click 'View Bag' if you've got everything you need; this will give you the option to checkout.

If you have any addresses or payment options saved to your account then these will automatically display in the checkout, making it quick and easy to complete the order. Otherwise you'll need to enter the details manually.

Check everything is correct and you're good to go. We'll send you an email as soon as the order is on its way.

Yes, click on the 'My Bag' icon at the top of the page and you’ll be able to see the item(s) you have in there so far. 

Use the + button to stock-up on your favorite items, or the – button if you've selected too many. If you want to remove an item completely then click the x button.

Our Customer Service team is always on hand to provide support and guidance. All orders have to be placed through your online account but they’re more than happy to help you do so.

Get in touch with them now via the 'Still need help?' section (below).

Yes, your delivery address is chosen at the checkout stage. Your order will automatically default to any saved addresses but you can choose to add a new one by clicking 'Add a new address'.

We'll send you an email as soon as your order is on its way. You can also check your account to see the progress of an order or to track it.

We may ship items separately in the event of one or more of the items being delayed.

Your account makes it easy to keep track of all your orders.

Once you've logged in you’ll see each individual order that you've placed with us. Select the one that you want and you'll be provided with all the details you need about that order. 

We'll also send you a dispatch email as soon as your order is on the way.

Your account will show any previous orders you've placed. Click here to track your order. 

Click on the order you want to view to find out more. If the order has been sent tracked then you'll be able to click through to track it from your account.

The email we sent you regarding the dispatch of your order will also let you know when we expect the order to arrive.

If you can’t find the information that you need, click on ‘Message’ below to contact our Customer Service team.

We're sorry to hear you want to cancel.

If there is anything that we might be able to do that means you don’t have to cancel, then you can contact our Customer Service team via the 'Still need help?' section (below).

If not, then select the order that you wish to cancel. You can choose to cancel individual items or the whole order. 

We’ll send you an email within an hour to let you know if the cancellation worked. 

If it fails, this is because the order is getting ready to be sent. Items that are in stock are processed quickly so that we can aim to get products to our customers without delay.

You can visit our Returns Policy to help you get the order back to us instead.

Once you've placed your order we cannot make any changes to it. 

If you want to try and cancel so that a new order can be placed, then you'll need to log-in to your account. 

Select the relevant order and you'll see that you can choose to cancel individual items or the whole order.

We'll send you an email within an hour to let you know if the cancellation worked. Please don’t place a new order until you hear from us.

Don't worry we understand that this can happen; you can try and cancel the item in your account.

You’ll need to click on the item and choose the cancel option. We’ll send you an email within an hour to let you know if it worked.

If you can't cancel then you can send the item back to us. It's best to refer to our Returns Policy to find out how.

If you still need help, then you can send our Customer Service team a message via the 'Still need help?' section (below). 

We're really sorry that happened as we aim to provide high quality items to all of our customers.

So that we can look into this for you, please contact us to tell us more via the 'Still need help?' section (below).

To speed the process up, it'd really help if you could find the information below before contacting us, don't worry if you can't though, we can help once you get in touch.

1. Order Number

2. Product Name

3. Details of the fault

4. Images that support the fault, if applicable

As soon as we've looked into the fault we'll let you know what we plan to do next by sending you an email.

We’re really sorry to hear that, sometimes things can go wrong but don’t worry as we can help. Please send us a message via the 'Still need help?' section (below). 

We'll need to know the following information so that we can fix this for you-

1. Order Number

2. Incorrect item received

3. The correct item ordered

As soon as we've looked into what went wrong, we'll let you know what we plan to do next by sending you an email.

We take pride in our products so we're sorry to hear you've received your order damaged.

Sometimes things can go wrong but don’t worry, as we can help. Please send us a message via the 'Still need help?' section (below).

Please don't throw the item away, we may ask for pictures of the damage to ensure we take measures to prevent it happening again.

As soon as we've looked into what went wrong, we'll let you know what we plan to do next by sending you an email.

Sometimes we ship items separately to make sure that any delayed items do not hold up the rest of the order.

It is therefore possible that the missing item may be on a separate shipment. 

Your dispatch confirmation email will list the items that have been sent. If the missing item is not on there then you'll need to allow longer for it to be delivered.

If the item has been sent, then please send a message through via the 'Still need help?' section (below) to let our Customer Service team know and they’ll be happy to help.

We offer a variety of online payment methods to ensure our customers can place orders with ease.

Visa 

Visa Debit

Maestro

MasterCard

American Express

Alipay

Paypal

You can select your preferred payment method at checkout. As we take fraud very seriously, you will face validation and authorization by us and the card issuer.

We do this to ensure that our customers are safe while they shop.

If you're seeing the status 'Payment Problem' on one or more of your orders then this means that we need you to check the payment information that has been submitted.

Click onto the order and you should see an option to resolve the problem. Before re-entering any card details you'll need to make sure that the expiry date and billing address are correct. We also recommend checking funds in the account.

If you’ve done all that and still can’t fix the problem then please contact our Customer Service team who’d be happy to help via the 'Still need help?' section (below).

Once you place an order, the payment will show in your account as pending until we send the products to you. 

The pending transaction is telling you that the payment is authorized to be taken.

If you want to add new payment details then you’ll need to do this at the checkout stage. 

Your new card details will be saved once your order has been placed. This means that next time around you can order your favorite beauty brands with ease. You can manage your saved payment cards by clicking into 'Payment Cards' under Account Settings in your account.

Once you've found all the items that you want then click 'My Bag', you'll see a box located below your list of items which says 'Got a discount code? Enter it here'. 

Add your discount code into this box and click 'Add' to apply the discount.

If the code doesn't work then you’ll need to check that you’re not trying to use more than one offer and none of the items are on our exclusions list. 

If you have any problems entering the code then you can contact our Customer Service team through your account.

We're sorry to hear your code isn't working, you'll need to check that you're not trying to use more than one code per order and that your item isn't excluded.

You can refer to our exclusions list to check. 

If the code isn't being affected by one of the issues above then please contact our Customer Service team via the 'Still need help?' section (below).

Earn $10 for every successful referral and your friends will get a 25% discount!

Log-in to your account and click 'View Details' in the 'Your Referrals' section to find out how you can get involved.

Sales tax charges are dependent on the U.S. state that orders are shipped to. If your order will be shipped to one of the following states, it will include a sales tax charge. All states may be subject to tax. 

Alabama

California

Colorado

Connecticut

Hawaii

Illinois

Indiana

Kentucky

Maine

Maryland

Massachusetts

Michigan

Minnesota

Mississippi

Missouri

New Jersey

Nevada

North Carolina

North Dakota

Ohio

South Carolina

South Dakota

Texas

Utah

Vermont

Washington

Wisconsin

In addition to the product value, we charge for shipping and sales tax. Sales tax charges will only apply to orders being shipped to the following states: 

Alabama

California

Colorado

Connecticut

Hawaii

Illinois

Indiana

Kentucky

Maine

Maryland

Massachusetts

Michigan

Minnesota

Mississippi

Missouri

New Jersey

Nevada

North Carolina

North Dakota

Ohio

South Carolina

South Dakota

Utah

Vermont

Washington

Wisconsin

All prices shown on the website are exclusive of Sales Tax. We reserve the right, however, to change prices at any time without notice to you.

If your delivery address is within New Jersey, California, Missouri or Illinois, Sales Tax, where applicable, will be added to your order at checkout.

For further information see section 11 Price and Payment of our Terms and conditions.

We send you an email as soon as your order is on the way, so that you can find out when it will arrive.

For tracked orders, you can use the tracking link provided in your email or located in your account to check where your order is.

Have you checked for any delivery cards? Your parcel may have been left somewhere safe, such as with a neighbor or been taken to a local depot.

Our Delivery Information page can give you more information and timescales.

If you do need to report your order as lost then please contact our Customer Service team via the 'Still need help?' section (below).

All our delivery options can be found on our Delivery Information page.

Our Delivery Information page can tell you the timeframes associated with our different delivery options alongside their costs.

Don't worry, if your order cannot fit through the letterbox or requires a signature then you should receive a calling card.

This card is from the courier and lets you know where your parcel is and how you can collect it.

Sometimes we ship items separately to make sure that any delayed items do not hold up the rest of the order.

It is therefore possible that the missing item may be on a separate shipment. 

Your dispatch confirmation email will list the items that have been sent. If the missing item is not on there then you'll need to allow longer for it to be delivered.

If the item has been sent, then please send a message through via the 'Still need help?' section (below) to let our Customer Service team know and they’ll be happy to help.

Please refer to our returns policy page for more information.

If you still need help or have any further questions then our Customer Service team is on hand to help. You can contact them via the 'Still need help?' section (below).

We try not to make things complicated for you, contact our Customer Service team via the 'Still need help?' section (below) and they’ll do the rest.

You’ll need to tell them the reason for the return so they can choose the best option for you. 

Please refer to our returns policy page for more information.

We want all our customers to enjoy their products so if you’re not happy with your order then you can send it back to us.

All we ask is that you let us know that you don’t want the order within 14 days of receipt and make sure the products have not been opened.

To get the order back to us safely please contact our Customer Service team via the 'Still need help?' section (below).

They’ll send you all the information you need, but you can also refer to our returns policy page for more information.

As soon as we receive your order we’ll review the reason for return and let you know what we plan to do next.

You should receive an email to notify you of any action taken.

Your refund should be returned to your account within 5 working days and we'll send you an email to let you know it’s on its way.

If you don't receive your refund and it’s been 10 working days since you received our email, then you'll need to contact our Customer Service team through your account.

Please refer to our Terms and Conditions page.

If you’re having problems accessing the checkout or any part of our website, then please get in contact with our Customer Service team straight away via the 'Still need help?' section (below) so we can fix this for you.

Please refer to our Privacy Policy page.

Given the fast pace at which THG has grown and advanced over the years and the successes we’ve had to date, we identified that the current Group legal entity structure does not in some cases align with the business divisions and brands we offer today.

We have therefore taken the opportunity to re-organise the Group’s legal structure so that our companies do align with our business divisions and brands and support THG’s long term growth strategy. In order to re-organise, we had to make sure that data (which included data relating to you as one of our customers) was legally transferred to the new entities. Although this does not impact you in any material way, we wanted to let you know about this change.

It has not been transferred outside the THG group. Your data was transferred within the THG group to a newly created legal entity as part of an internal re-organisation.

Before the re-org:

In most cases the controller in respect of your data will have been The Hut.com Limited. In some instances, the controller may have been a specific entity within THG.

After the re-org:

The new controller are the newly incorporated legal entity:

· THG Beauty Limited

This is due to an internal re-organisation and does not affect you in any material way. We are just being transparent about it. Some business units have now been incorporated into new legal entities within the THG group and the corresponding databases have been transferred to them.

This means that legal responsibility for handling your data or for responding to your data protection requests now rests with the new entity named in the email. However, these new entities remain within the THG group and all provide the same consistent level of protection.

The email you received was not a marketing email. It was an important announcement about a change of legal owner in relation to databases in which you are included. When you opt out of receiving marketing emails, we need to keep you on the database so that we know not to send you marketing communications. You do, of course, also have the right to have your data deleted from the database entirely in which case please use the link you see at the bottom of the email.

We only keep data for as long as necessary. Beyond the more obvious purposes e.g. fulfilling an order, we have to keep certain data for a number of years for purposes such as tax and accounting.

You will continue to be able to exercise your data protection rights, submit complaints or queries about how your data is processed or get in touch with our Data Protection Officer by contacting us via the message centre in your customer account or by using one of our various contact options, which can be found by vising our help centre.