Ordering FAQ

1) Should I register?
We definitely recommend that you register with What Skin Needs as it will make your shopping experience easier and more enjoyable. By registering with us, you are able to change or update your details as well as view your order history.
  
 
2) What happens if I forget my password?
If you have forgotten your password, do not worry! Proceed to the Login page where you will see a link that says 'Forgotten your password?' Click on this and enter your email address as instructed. You will then receive an email telling you how to reset your password.
 
  
3) How do I use a promotion code?
Once a product has been added to your basket, you are able to view the selected products by clicking on 'Your Basket' in the top right hand corner. On this page you will see the contents and details of your basket. Below the product image on the right hand side there is a Promotional Codes area. You simply enter in the code, exactly how it is written, and press update to re-calculate the total price. Please be aware that Promotional Codes may have an expiry date, meaning they will no longer work after this date.  
 
 
 4) How will I know when my order has been received?
Once you have placed your order you will be directed to a Thank You page. This shows that your order has been received. You will also receive an email receipt.
 
 
5) When will payment be deducted from my account?
Payment will be deducted from my account when the order has been dispatched. Please note that at the bottom of the Thank You page that you are directed to after placing your order, it says: 'We will send you a further email as soon as your items leave our warehouse.'
 
 
6) How can I change or cancel my order?
To cancel a UK Standard order, please notify us within 24 hours of placing the order by contacting us by filling in the contact form, stating your reference number.
We are unable to change your delivery address or change/cancel your order, once it has been despatched
Please be advised that we cannot accept returned goods that we reasonably believe have been used.
Please see the Delivery Details page for more information.
 
 
7) Can I upgrade my delivery service once the order has been despatched?
Unfortunately we cannot upgrade the delivery service once the order has been dispatched. Please ensure that you read the Delivery Details for the timescales available before placing your order.
 
8) What can I do if my payment is declined?
Please ensure you have entered all the correct details. If necessary try entering your payment details again (payment is not deducted from your account until it has left our warehouse). If you are still having problems please contact your bank.
 
 
9) How do I return/exchange an item?
We hope that you are happy with your order and that your items arrive in good condition. However if you are not completely satisfied you may return the products to us in their original condition for a full refund. 
 
 
10) What if I haven’t received my order?
Please be aware of the delivery timescales and delivery conditions; please see Delivery Details for more information. If your order has still not been delivered, please Contact Us via the contact form and remember to state your reference number.
 
 
11) Is my personal information and credit cards details secured?
Any information that you supply to the What Skin Needs website is 100% secure and strictly confidential. We understand how important security is and we ensure that your shopping experience is safe. Your details will only be used internally by What Skin Needs and will never be stored online or accessed without your permission. 
 
If your question is not listed please email us at info@whatskinneeds.co.uk and we will get back to you as soon as possible.