FAQ
FAQ - Frequently Asked Questions! 

  MY ORDER

  • How do I know that I’m buying a genuine product?

We only stock genuine and authentic items, bought directly from the brands we offer. We are recognised as an authorised distributor of our respective brands, so you can be sure the item you've received is genuine.

  • Do I need an account to make an order at a Skin79 store?

You do not need to create an account in order to place an order; you can check out as a guest. 

Creating an account will only take a minute and once set up you'll be able to check out faster, check your order status, view your previous order history and request a return.

You will only receive marketing emails from us if you sign up for our newsletter and rest assured that we will never pass your details to any third parties.

  • Can I place an order over the phone?

​Unfortunately, we are unable to take any orders over the phone. If you need assistance placing an order, please call us and our member of Team will walk you through the process. 

  • I forgot my password, what can I do?

​If you've forgotten your password, head to the sign in page and click the forgot password link. An email can be sent to you with a link to change your password. When you receive your email, click on the link or copy and paste it into your browser. Enter your new password and click submit. You will then be able to sign in using your email address and new password.

  • What is the status of my order?

To check the status of your order, please sign in to your Skin79 account.  If you have not created an account, contact us by email or phone. After you place your order, you will also receive emails providing information on your order status. When your order is despatched, we'll send you an email with your tracking number and a link to our carrier’s website to tell you the current status of your delivery.

  • Why have I not received an order confirmation by e-mail

Please ensure that you have checked your junk and spam folders for the email. If you still can’t find the email please log in to your account and check the e-mail address you provided when you registered on the Skin79 site. In case you did not get any confirmation email within the nearest 1 hour, please feel free to contact us so we can check further.

  • Can multiple orders be combined for shipping?

Currently, the only way to combine orders is to cancel them and place a new order with the combined items.

  • Can I cancel or amend my order?

As soon as you realise you need to make a change, please get in touch so our Customer Service Centre can check if this is possible.

Unfortunately, we are unable to cancel or amend any order once it has been processed.

  • Why has my order been cancelled without me requesting it?

In most cases, your order has been cancelled because your payment was not successfully processed. The payment did not arrive within 7 days from the order date.

However, If you have already made a payment, please kindly send a screenshot of your payment transaction or any other payment confirmation to us at [email protected] and quote your order number. 

 



  COMPLAINTS

  • How to complain about faulty goods?

To submit a complaint, simply fill in the claim form. Attach it to the package with the claimed product and then return your order and returns paperwork to our warehouse: Grupa MSG Sp. z o.o. (formerly MSG TRADE SP. z o.o. Sp. k.) ul. Wojska Polskiego 118 D,  97-300 Piotrków Trybunalski, Poland. Report the return on the website by clicking on 'My orders' - this will speed up the return process. Please note, we do not currently offer a free return service for our international customers. The customer is responsible for any return costs when sending their orders back, so please bear this in mind when selecting your preferred method of return. Remember that we do not accept cash on delivery parcels.

  • How much time do I have to file a complaint?

Complaints should be filed as soon as possible, within 21 days from the date of purchase. Please ensure you have your original receipt or returns note when returning items that are faulty or damaged.

Complaints will be considered within 14 working days from the day of its submission. 

Refunds can take up to 14 days to show in your bank account. 

  • I've received a faulty item, what should I do?

We're really sorry if you've received a faulty or incorrect item. We are happy to sort any issues with faulty items straight away.  Please contact us with your order number, the name of the product and a picture of the item and we will send you correct item immediately and will investigate what caused the mistake to avoid similar problems in the future. Although our staff really makes every effort, some mistakes may sometimes happen, for which we truly apologize.

  • My parcel has been damaged, what should I do?

Firstly, please accept our apologies. If you are missing a product in your order, if your package was damaged or opened when you received it, we kindly ask you to contact us with your order number, the name of the missing product and picture of the damaged parcel. Additionally, please also directly contact your delivery service as well to make a claim for this. We will make sure to help you out with this.

Please remember that the shipping company is responsible for the condition of the parcel until it is delivered to the addressee. When you notice even a minor damage on the parcel, you have the right not to accept it. Refuse any shipment that appears to be damaged or tampered with.

 

   PAYMENT & DELIVERY

  • How can I pay for my order?

You can make on online payment using the bank account details below. 

Please select your currency:

PLN: Santander Consumer Bank PLN:  PL 28 1090 2590 0000 0001 4124 7401

EUR: Santander Consumer Bank EUR:  PL 32 1090 2590 0000 0001 4124 7523

USD: Santander Consumer Bank USD:  PL 09 1090 2590 0000 0001 4124 7549

GBP: Santander Consumer Bank GBP: PL 65 1090 2590 0000 0001 4470 7501

Please ensure your Order number is used as a reference. Payment should be made within 7 days

 

  • Can I use PAYPAL?

​Yes. You can use PayPal to pay for your purchases online. When you are ready to checkout, select PayPal as your payment method. The store will direct you to log into your PayPal account – simply enter your email address and password and the payment will be processed 

  • Do you accept COD (cash on delivery) payment?

Currently we are not accepting COD (Cash on Delivery).

  • I've missed my delivery - what do I need to do?

DPD courier attempts delivery 3 times, usually on consecutive days. On each attempt a calling call is left, which will have contact details for the local courier so you can arrange redelivery of your parcel. If the customer is not home, the courier will attempt to leave with a neighbour or leave the parcel in a safe location at the customer's property. If after 3 attempts, there is still an unsuccessful delivery, the parcel will be returned to the sender.

Please feel free to contact us if you need any assistance!

  • Do you ship worldwide?

Yes, we do! International shipping rates are calculated upon checkout. Transit times vary depending on location.

If you cannot find the country you live in within our site selector tool, unfortunately we do not currently deliver to where you live. We are adding new delivery destinations all the time so please check back soon.

  • Why has my order not been delivered but instead returned to you?

Sorry to hear you have not received your order.

When order is out for delivery, our delivery partners will attempt to deliver it 3 times. If they can't deliver it, the order is returned back to us.

Sometimes there might be problems finding or accessing the delivery address, and if the attempts are unsuccesful, the order will be back to us.

If you still need help, please contact us and we will be happy to help.

   RETURNS

  • How to make a return?

Return your items within 30 days of receipt in order to obtain a refund.

To make a return, please send products to this address:  Grupa MSG Sp. z o.o. ul. Wojska Polskiego 118 D,  97-300 Piotrków Tryb., Poland.  Pack products safely to protect your goods from damage during shipping. Attach the correct form. The customer is responsible for any return costs when sending their orders back, so please bear this in mind when selecting your preferred method of return.

  • How much time do I have to return products?

​You can return unwanted items within 30 days of receiving your order for a refund or exchange. Returned items must be unused and in their original packaging. 

  • When will I get the money for returned products?

If you’ve requested a refund we’ll credit the account you used for the original order. Once your returned goods are received by us, it usually takes 3-5 working days for the refund to appear in your bank account, however, this can take up to 14 days, depending on your bank’s processing time.

  • Why has my return not been refunded?

​We aim to process all returns as quickly as possible. Returned parcels are on average refunded within 14 days after receiving it. If this time has passed, please email us with a copy of your proof of postage so that Customer Service can investigate this for you.