FAQ

Welcome to the Skinkura FAQ page! Browse through the sections below to quickly find answers to the most common questions about orders, returns, skincare advice, payments, company information, and privacy.

For direct help, reach out to our experts via WhatsApp or email.

Order Information & Tracking

Why has my Same Day Delivery not arrived yet? + Can I still cancel or edit my order? + An item is missing or my order has the wrong product + My order shows as delivered, but I haven’t received it + What countries do you ship to and what are the shipping fees? + How can I return an order? +

Skincare Advice & Guidance

Are your products suitable for all genders and skin types? + How do I start a Korean skincare routine? +

Payments & Taxes

What payment methods do you accept? + Will I be charged import tax? +

Privacy & Data Protection

How do you handle my personal data? +

Company Info

Where is Skinkura located? +

Your privacy choices

As described in our privacy policy, we collect personal information from your interactions with us and our website, including through cookies and similar technologies. We may also share this personal information with third parties, including advertising partners. We do this in order to show you ads on other websites that are more relevant to your interests and for other reasons outlined in our Privacy Policy.

Sharing of personal information for targeted advertising based on your interaction on different websites may be considered “sales”, “sharing”, or “targeted advertising” under certain U.S. state privacy laws. Depending on where you live, you may have the right to opt out of these activities. If you would like to exercise this opt-out right, please follow the instructions below.

If you visit our website with the global privacy control opt-out preference signal enabled, depending on where you are, we will treat this as a request to opt out of activity that may be considered a “sale” or “sharing” of personal information or other uses that may be considered targeted advertising for the device and browser you used to visit our website.

For more information, please review our privacy policy.

Shipping information

Receiving your order

After placing your order, you will receive a message from the carrier with delivery details. Please ensure your information is accurate so the carrier can reach you without issues. Questions? Contact us at support@skinkura.com.

Missed delivery

If you miss the delivery attempt, the courier may deliver your parcel to a neighbor or nearby ServicePoint/ParcelShop. You will receive a card in your mailbox with the pickup address. Check your email and mailbox for updates.

Sustainability

At Skinkura, we are committed to sustainable shipping solutions. Our logistics partners reduce CO2 emissions using electric vehicles for last-mile delivery and eco-friendly practices in distribution centers. Choosing a ServicePoint or safe location helps reduce environmental impact.

Shipping destinations

We currently ship to: Netherlands, Austria, Belgium, Czech Republic, Germany, Luxembourg, Poland, Bulgaria, Croatia, Denmark, Estonia, France, Hungary, Ireland, Italy, Latvia, Lithuania, Portugal, Slovenia, Slovakia, Finland, Romania, Spain, Sweden, Greece, UAE, Saudi Arabia, Canada, Morocco, UK, USA.

If your country isn’t listed, please contact us via our Support page or email support@skinkura.com.

International shipping

SPF products and items containing salicylic acid are temporarily unavailable for international shipping due to customs regulations. Collagen products cannot be shipped to Australia.

Delivery schedule

No deliveries on national holidays.

Shipping Costs & estimated delivery

14-Day Return Policy

Policy Overview

We offer a 14-day return policy. You have 14 days from the date you receive your order to request a return.

Eligibility

Items must be in the same condition you received them — unworn, unused, with tags, and in the original packaging. A receipt or proof of purchase is required.

How to Return

Contact us at support@skinkura.com to start your return. Once approved, you’ll receive a return shipping label and instructions. Items returned without prior approval cannot be accepted.

Damages & Issues

Inspect your order upon receipt and contact us immediately if an item is defective, damaged, or incorrect so we can resolve it quickly.

Non-Returnable Items

• Perishable goods such as food, flowers, or plants
• Customized or made-to-order products
• Opened personal care or beauty products
• Hazardous materials or flammable liquids/gases
• Sale items and gift cards

Exchanges

To exchange an item, please return the original product first. Once your return is approved, you may place a new order for the desired item.

European Union 14-Day Cooling-Off Period

If your order is shipped within the EU, you have the right to cancel or return it within 14 days for any reason, without justification. The item must be unused, in original packaging, and accompanied by proof of purchase.

Refunds

Once your return is received and inspected, we will notify you. Approved refunds are processed automatically to your original payment method within 10 business days. If more than 15 business days have passed since approval, please contact support@skinkura.com.

Return Instructions

To submit a return request, please follow the steps below:

1. Go to our Account Portal.
2. Log in with your email address (you’ll receive a 6-digit verification code).
3. Select the order you wish to return.
4. Click “Request Return” and choose the items you’d like to send back.
5. Select a reason for the return and add a short note if needed.
6. Submit your request — you’ll receive an email once your return is approved, including shipping instructions and a return label if applicable.

Once your return is received and approved, your refund will be processed within 10 business days.