FAQs

Privacy and security

Are my details kept private?

At Skin Elegance we dislike spam as much as you do – so you can be assured that the personal details you supply when ordering are for our own use only and not for distributing to any other business. Your email allows us to keep you updated about your order and product information.

Similarly, if you sign up for our email newsletters, details you provide will help us personalize our correspondence with you.

Is online ordering secure?

Yes, our website uses SSL encryption for security (version XXX).

Sales Tax

Do you charge sales tax?

If you live within California, by law we have to charge sales tax. Orders to Californian addresses will therefore be charged at the rate applicable to your location. Sales tax is charged for certain other states.

Shipping

How much is shipping?

Shipping within the USA is free for orders over $250; otherwise there is a flat rate fee of $7.50.

For orders outside the USA, shipping is charged at a zone rate, depending on where the order is going.

Do you ship overseas?

Yes, with the exception of Australia, China, Hong Kong, Macau, New Zealand and the United Kingdom.

Do you insure shipments?

For domestic insurance, shipments are insured up to $50. If you wish to purchase additional insurance, please contact us by email at the time of your order, at info@skinelegance.com.

How long does shipping take?

Orders are despatched from our Los Angeles facility within 1-2 business days and should arrive (within the continental US) within 2-3 business days from then. Sorry, we don’t ship overnight or by air.

Can I track my order?

Tracking information will be provided upon shipment at www.USPS.com.  Any non-delivery of shipping is not our responsibility if the order is showing ‘delivered’ in tracking, and must be taken up with USPS.

Orders over $200 may require a signature confirmation.

Returns

What is your returns policy?

If you change your mind about a product, please contact us immediately at info@skinelegance.com to let us know you wish to return the product to us. If you return it to us unopened and in perfect condition within 15 days of delivery, then we will gladly accept it back and issue a refund on receipt of the product. We cannot process such returns and refunds without prior notification. Please note that we do not refund postage on such items, and any shipping and handling fees are at your expense..

We know that color-matching can be difficult from a website. Unfortunately, we cannot accept returns on makeup items that have been used, so if you need any help figuring out what shade of foundation or lipstick to choose, please reach out to us for assistance before ordering at info@skinelegance.com.

We are sure you won’t experience any problems with our products, but in the rare instance that you feel there is a valid reason to return anything that you have started using (apart from color-matching; see above), please don’t hesitate to get in touch with us at info@skinelegance.com within 15 days of its receipt, so we can help you resolve any issues you may have and provide the best solution going forward. Such solutions may include a refund, a store credit, or an exchange, depending on the circumstances, and are entirely at the discretion of Skin Elegance.

We hope you will understand that we cannot accept returns for any products more than 15 days after you have received them, whether unopened or used.

Any sales from sites other than Skin Elegance (whether spas, clinics, or online) must be returned to the place of their original purchase.

Can I return an international order?

All international orders are final sale.

Problems

What if my order is missing something or there are broken items?

Hopefully your order will always contain everything you purchased, but the Skin Elegance crew are only human, so we’re not saying this will never happen!  If it does, send us an email at info@skinelegance.com, or phone us at 0800 989 SKIN (7546) so we can make things right.

Similarly, we hope our packing skills will prevent breakages. However, if your order arrives and you discover something has broken in transit, please let us know immediately (within 24hr) so we can arrange a replacement for you.

The rest

Can I give feedback about the products?

We’d love to hear from you with your experiences about using Synergie. Send us an email to info@skinelegance.com.

Is there any fine print?

Only this: We may use your comments on our website, so by corresponding with us you hereby consent to and permit Skin Elegance and other authorized US retailers of Synergie to use such comments in whole or in part for merchandising, advertising, promotion, distribution, sale, and any other activities relating to Synergie products. This includes the right to incorporate and use the material in video, audio, print ads, catalogues, packaging and package inserts, web site, and all other media. It also includes the right to reproduce, exhibit, broadcast, transmit and distribute such material. You hereby waive any and all rights to inspect or approve such material or the uses to which it may be applied.