questions about our company, products/services, policies, and more
Frequently Asked Questions
Welcome to our FAQ page, where you can find answers to the most commonly asked
General Questions
Products/Loyalty Questions
Account Questions
Technical Questions
Contact Questions
1. General Questions
What is your return policy?
We want you to be completely satisfied with your purchase, so we accept returns on all items within 14 days of the purchase date. To start a return, please visit our Returns Policy.
How do I track my order?
Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on our website or on the carrier's website.
Can I cancel or modify my order?
We try to process orders as quickly as possible, but if you need to modify or cancel your order, please contact our customer service team as soon as possible. We'll do our best to accommodate your request.
Do you have a physical store?
Currently, we do not have a physical store. However, we do attend markets and shows throughout the year. Sign up to our newsletter or follow us on social media to stay up to date on where we are going to be next.
2. Returns and Exchanges
Returns Policy
If you are not completely satisfied with an Unapologetic Skin purchase or gift for any reason, Unapologetic Skin welcomes you to return new or gently used products for a full refund to your original method of payment if returned within 14 days of delivery, in most cases. In order to complete the return, you must have a proof of purchase.
Please review our return, refund, and exchange policies below for purchases made on unapologeticskin.com, purchases of Unapologetic Skin items on third-party marketplaces (including, but not limited to, Instagram, Google, YouTube and Facebook), purchases made in Unapologetic Skin stores and Instacart, Doordash or Shipt orders. Products must be returned in new or gently used condition. Unapologetic Skin monitors return activity for abuse and reserves the right to limit returns or exchanges at Unapologetic Skin in all instances. Unapologetically Loyal points and spend associated with all refunds will be removed when the transaction is processed. All returns are subject to validation and approval at Unapologetic Skin's discretion. If a return is not approved by Unapologetic Skin for any reason, the item may not be returned to you. We may ask you for a driver’s license or government ID to verify your identity.
1. Finding Products
Search for Products
Know exactly what you want? Or perhaps you're just searching for a geat mask? Use our comprehensive Search box located in the upper left corner of our site to find the exact product you need, or browse through the results that fit your criteria. You can enter a partial description of the product or you can be as broad as "mask" or as specific as "cleansing oils & makeup remover."
Search for Gifts
Searching for that perfect gift? Trying to stay within a budget? Browse our Gifts section to view the newest gift sets and selections for the season.
Product Information
After you have found the perfect product, you can read the benefits and usage tips on each product's detail page. The information is located beneath the product description.
Product Ingredients
To view the ingredients of any particular product, just click on the product page and scroll down to underneath the product description to view the ingredients.
Product Availability & Out of Stock Products
Occasionally, an item may be temporarily out of stock. Our stock is replenished on a weekly and sometimes a daily basis depending on the particular item. Some pages have an "email me" feature that notifies when the product is back. If the product says, "coming soon" or "temporarily out of stock," come visit us again.
2. Unapologetically Loyal
What is Unapologetically Loyal?
Unapologetically Loyal is our exclusive rewards program designed to thank you for choosing Unapologetic Skin. It's our way of making your skincare journey even more rewarding.
How do I join?
It's easy! Simply create an account on the Unapologetic Skin website, and you'll be automatically enrolled in Unapologetically Loyal. No extra steps are required.
How do I earn points?
You earn points every time you shop with us! Just make sure you are logged into your account. For every £1 you spend, you'll receive 1 point.
What are points worth?
100 points are equivalent to £1, which you can redeem on future purchases.
How do I redeem my points?
You can redeem your points at checkout. Simply choose how many points you'd like to use towards your purchase.
Account registration, sign in, password & linked accounts
Resetting Your Password
If you have forgotten your password, click the "Forgot password?" link on the Sign In screen. Enter your email address, and we will send you a link to reset your password.
Changing Your Login Email Address or Password
You can change your account email address and password on the Account Information page. All your email subscriptions and order confirmations will be sent to your new email address.
Order status & history
Tracking an Order
You can track the status of your order online at unapologeticskin.com. Log into your account, Click on Track Order at the top of the page to see your Recent Orders. Click on the order number for the shipment that you would like to track, and a detailed order information page will be displayed. A tracking number is located to the right of the ship-to address and under the shipping method. Click on this number to view detailed tracking information. You can review the tracking history and the estimated date of delivery. Please estimate 1 - 3 business days from the time your order has shipped.
Order Statuses:
Order Submitted - "Placed"
Once you have placed your order on Unapologetic Skin and your credit card has been authorized, your order status will appear as "Placed."
Order Processing - "In Progress"
Once you have placed your order, it will be sent to our warehouse to be processed and packed for shipment. During this time, your order status will appear as "In Progress." Please allow 1 - 2 business days for the order to be processed and prepared for shipment.
Order Delivery - "Shipped"
Once we have assigned a tracking number to your order, and it has left our warehouse, the order status will appear as "Shipped."
Order Delivery - "Partially Shipped"
If your order will arrive in multiple shipments, once one of those shipments has left our warehouse, the order status will appear as "Partially Shipped."
Order Returned - "Returned"
It takes up to 2 weeks to process a return and credit your credit card account. Once your order has been returned and processed, the order status will show "Returned." We will notify you via email once your return has been processed.
Canceling or Modifying an Order
Before you place your order, you can view the contents and the total amount in your shopping basket.
Once your order is placed, it cannot be modified. If you would like to cancel your order, most orders can be canceled up to an hour after being placed. To check the status of an order, check the Order Details page.
Partially Canceled Orders
If an item in your order is out of stock after your order has been placed, the out of stock item will be canceled from your order, and you will receive notification via email. All in-stock items in your order will be shipped. If the initial order you placed met the $50 minimum free shipping threshold, but part of your order was canceled by Unapologetic Skin, the order will still ship for free. If you would like to be notified when the item is back in stock, please visit the product page and sign up for the "Email when in stock" alert.
Call or WhatsApp Us
+44 20 8129 0866
Email us
info@unapologeticskin.com
Chat with us
Representatives and Beauty Advisors are available:
MON-FRI: 8am - 7pm GMT-2