FAQs | What is Skinora? | Skinora Ordering Process & Delivery
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Frequently Asked Questions

Overview/General

What is Skinora?

Skinora is an online skincare service that provides personalised skincare programmes and recommendations of scientifically backed skincare products to customers.

How does Skinora work?

It starts with a simple quiz, so we can match the exact product for your skincare needs. Complete your online skin profile questionnaire and a skin expert will hand-pick products according to your skin goals, preferences, and budget. The result is a customised skincare plan that’s delivered right to your doorstep.

What is the quiz for?

The quiz helps us create your unique skin profile. It’s compiled by our doctors who assesses multiple factors that affect your skin. Once completed our doctors review this information and send a personalised skincare regime to your email, taking into account your preferences and budget.

How long does the quiz take?

It takes 3-5 minutes to complete our quiz.

What happens next?

Once you receive your skin programme you can simply reply back to the email with any questions you have about it via email at hello@skinora.co.uk. You then decide if you would like to purchase all or any of the recommended products in your programme within 3 days of receiving your skincare routine.

Do I have to submit a photo of myself?

Although the online consultation has been compiled and developed by our doctors and is designed to follow a similar series of questions that would take place in a face-to-face consultation, a photo allows us to more accurately assess your skin to determine the best products and regime for you.

How much does it cost?

The personalised skincare programme is £10. We have a range of brands reviewed and selected by our doctors that are scientifically backed and deliver real results. Our products range from £15-£150 and you can redeem your initial £10 cost against any of the products you purchase. How much you spend is entirely up to you.

When will I receive my skincare products?

Once we have received your quiz, we will review your answers to understand the correct skincare products and regimen for you. We will send you a detailed email within 72 hours which explains the recommended skincare programme for your specific needs. If you are happy with the recommendations, you can purchase then purchase the products through the link provided in your email at any time.

Products

What brands can I expect to see/use/purchase?

We work with several skincare brands including Obagi, ZO, SkinCeuticals, La Roche, Vichy and Cerave. These brands are selected by our doctors based on the quality of the products and the science-based use of specific ingredients to help you reach your skin’s maximum potential. They’re also designed to help alleviate common skin complaints such as dryness, redness, wrinkles, loss of volume, hyperpigmentation, improve skin texture, and restore firmness. Our doctors are currently carrying out in-depth reviews of new brands and products and we hope to expand our range and offer you even more choice in the near future. Some products require a consultation before purchase. We will notify you by email to arrange this if this is the case.

What are cosmeceutical products?

Three of our brands – Obagi, ZO, and SkinCeuticals – are classed as cosmeceutical products. These are scientifically-backed products that have active ingredients which have proven, clinical benefits. When applied to the skin’s surface they are easily absorbed into the deeper layers, allowing them to deliver noticeable changes and promoting more radiant, healthy skin.

Can I request specific products from each brand?

Absolutely! If you have used a brand that we offer before and have been pleased with the results, please include this in the information you provide in our initial quiz. We will take this information into account and include it where possible when developing your skincare programme. You can choose to purchase the full programme or custom select your own individual components if you prefer.

How can I find out more information about a product?

When a custom programme is emailed to you we will also provide you with all the technical information about the brands we recommend, including breakdowns for each product and the ingredients. This saves you time and guesswork, so you don’t have to spend hours hunting down information on the internet about our skincare products. We do it all for you! If you require more information, please do not hesitate to email us at hello@skinora.co.uk

Ordering

How do I pay?

We accept all major credit cards and debit cards. We cannot accept checks or money orders.

If I don't buy products from the skincare, can I use the £10 for future purchases?

The £10 fee for our skin experts to analyse your skincare questionnaire can only be redeemed for the specific consultation you have paid for, and cannot be used for future purchases. This is because over time your skin profile can change for many reasons such as changes in lifestyle, the environment or skin concerns. So if we don’t hear from you for several months, we will ask you to submit a new profile and photo. This is so we have the most accurate, up-to-date information about your skin to enable us to recommend the most effective programme.

Do I have access to my order history?

Yes. When you access your personal account on the website by logging in, you will be able to see your order history

How can I update my order?

You can contact Skinora via email. However, if the products have been dispatched, we might not be able to update the order.

How can I check the status of my order?

Once your products have shipped we will send you an email notification with a tracking number.

Shipping

Where do you deliver to?

We deliver to the UK.

When will I receive my order?

Once you have placed an order, we will send you an order confirmation email. The items are usually dispatched within 3-5 business days of this confirmation. We will send you an email when your order has been dispatched.

What do I do if I haven't received my order?

Please allow up to 7 days for delivery. If you haven’t received your order by then, please contact us at hello@skinora.co.uk

Can I have my order sent to a different address than my billing address?

Yes. Your shipping address does not need to match your billing address

Returns

How do I return or exchange my products?

If you are not entirely satisfied with your order, we would like to know so please email us at hello@skinora.co.uk. You can return or exchange non-prescription goods to us within 14 calendar days from the date you received the items.

What should I do if I receive a faulty product or the wrong product?

We review our items carefully before sending them to our customers. If you receive an incorrect or faulty item, please contact with the details of the problem and a photo to hello@skinora.co.uk

No subscription required

Try Skinora once or request repeat deliveries and receive 10% off repeat orders.

How it works

Take our 3 minute quiz

Take our 3 minute quiz

Start with a skin quiz compiled by our doctors

This assesses many factors to allow us to customise your skincare for a £10 skin analysis fee

Receive your Customised Skin Programme

Receive your Customised Skin Programme

Our skin experts will determine the best products for YOU according to your profile

Choose your products

Choose your products

Pay only for the products you’d like to keep

Redeem the £10 against anything you purchase

Delivery to Your Door

Delivery to Your Door

We will customise your programme each time adjusting to changes in the seasons and lifestyle factors so your skincare is customised for you

Take Your Skin Quiz