FAQ

Our team is working very hard but we are experiencing very rapid growth at this time. While we are expanding our resources, our aim is to respond to all inquiries within 48 hours. Please note that our response times may vary during peak periods such as after product launches or promotions.

Order confirmations are sent out immediately. Our emails can sometimes accidentally go straight to your junk folder and/or may be flagged by spam filters.

If you haven’t received confirmation from us, please fill out the contact page on our website and we will be happy to assist further. If you don’t know your order number, please confirm the email address and the full name provided when placing the order so that we can look into it for you!

Unfortunately, once an order has been placed, we cannot make any edits or substitutions.

However, after placing an order, if you want to make a change or made a mistake please feel free to submit a cancellation request. Kindly note there is a limited window in which we may be able to do this for you. Once an order has been processed by our fulfillment team, we are no longer able to cancel the shipment but we do offer our 365-day return policy.

Changed your mind? Made a mistake? That’s okay!

Please reach out to us through our contact page or give us a call and our customer service team will help you. Please reach out as quickly as possible so that we cancel your order in time. Once an order has been processed by our fulfillment team, we are no longer able to cancel the shipment but we do offer our 365-day refund policy in any event.

Oh no! We’re so sorry about this. We do our best to make sure orders are packaged correctly but sometimes people make mistakes. Please fill our contact form with your order number, photo of all the products received, and a photo of the packing slip with any initials marked clearly visible.

Any damaged or incorrect orders should be brought to our attention within 14 days of receipt. We may request additional photos of the damaged items so please do not throw them away until you have connected with our team or we will not be able to further assist.

We don’t offer exchanges but we do have a 365-day Return Policy on all items purchased directly from us.

Please note any purchases made through a third-party retailer are exempt from our Return Policy and would be subject to the specific retailer’s policies over which we have no control.

As we want to be fair to all of our customers, many factors are taken in when we review an order including which warehouse is fulfilling the order, shipping fees, frequency of orders, and the individual number of units contained within that order. To read more about our limits, please review our Terms and Conditions here

Your card will be charged after your order has been successfully placed.

We currently offer prices in the following currencies which reflect pricing in each region. Some regions include taxes and duties while others do not. Our system takes into account these variations when checking out. Currently, our system provides pricing based on your shipping country:

SGD for Singapore
AUD for Australia
CAD for Canada
EUR for the European Union
KRW for Korea
GBP for the United Kingdom
USD for USA

All other countries have pricing displayed in USD but pricing of products outside of the USA is higher in USD than within the USA because of additional costs we incur to import these products.

If the local/credit card currency is different than the one used at the time of checkout then your bank will convert the amount using the current exchange rate. Any international bank fees are not imposed by Skincalories. The currency and pricing of your order is determined by the country from which you visit us and cannot be changed.

Refunds are issued in same currency as the order was paid. However, please note if you say using a card with a different currency, the amount you get back reflects the exchange rate on the day we issue the refund. Exchange rates change every day so the amount you get back may differ from what was paid.

We only charge the amount calculated during checkout and displayed on your invoice. However, if you are using a prepaid card, there may temporary holds or fees associated with card usage. Please refer to the Terms and Conditions of the card you are using for further details. If you are not using a prepaid card and believe you have been overcharged, please do contact us and we’ll be happy to assist you.

We try to get to orders as quickly as we receive them and in most cases fulfill orders within 2 business days, but please allow up to 5 business days for orders to be processed due to the extremely high volume of orders we are receiving. We are putting additional resources in place to reduce these delays and appreciate your very kind patience in the interim. Fulfillment times may vary during peak periods such as after/during product launches, holidays and special promotions.

* If you are shipping to a hotel, please keep in mind that orders can take up to 7 business days to process. We take no responsibility if you are not there to receive it.

COVID-19 Update: Order processing may be further delayed in some countries. See more details here.

We use various couriers depending on the destination and, as a result, shipping times may vary. You will receive an email once your order has shipped with your tracking number for each order, along with a tracking link.

Singapore and South Korean orders will be received within 1 – 3 business days.

Most Canada, USA, Australia, New Zealand and UK/EU orders arrive within 3-8 business days. International orders can take up to 21 business days.

We work as hard as we can to try to meet all delivery estimates, but sometimes there may be delays – e.g. because of postal/carrier delays, logistics, bad weather, or things out of our control.

We assign tracking numbers to parcels right before they are shipped. As soon as your parcel is sent out, we send you a tracking notification with your tracking number for each order along with a link so you know where you can track the order. Please check if such an email is sent into your spam folder.

Yes, you can! Our US orders are currently shipped through USPS via One Stop Mailing.

At this time, Skincalories allows mail forwarding addresses. However, please ensure your first and last name are included in the appropriate fields.

Please note if you choose to use a mail forwarding service, we are no longer responsible once it is delivered to that address. Orders shipped to a mail forwarding address are not eligible for replacements or refunds if we believe it has been reasonably delivered to that address.

We are not responsible for any damages or missing items shipped to a mail forwarding address.

For security reasons, billing and shipping addresses are required to be in the same country.

You can do this within your registered account page. Kindly reach out to us through our contact page and our service team will assist you.

Please note that we cannot modify your shipping details once the order has been processed by our team. We also are unable to modify the route of a parcel once it has been shipped.

Once your order has been dispatched from our warehouse, we will send you an email with your online tracking information.

Once an order has left our facility, please note that it can take 1-2 business days for some shipping couriers to update further tracking details on their website.

If your tracking number does not work, or hasn’t updated within two business days, please reach out to us through our contact page and our service team will get right on that for you!

International orders sent via SingPost are sent to their distribution center in Singapore  before being sent to their individual destination countries.

Once an order arrives at its destined country, it is transferred to the local post service for delivery.

If you see that your parcel is being returned back to Skincalories, simply reach out to us through our contact page and let us know! We can reship your order a second time at no cost to you. Please note that we may require an alternate shipping address.

However, if your parcel is RTS but we have not heard from you, the Skincalories team will begin the refund process once the parcel has been received back at the warehouse

Have you checked your tracking information?  Please make sure to check your surrounding area and with your neighbours. If you’re unable to locate your parcel, please contact us so that we can start an investigation with the courier in regards to your missing parcel. Depending on the courier, investigations can take anywhere from 5-10 business days to conclude.

Please note that any orders reported missing or stolen must be disputed within 14 days from shipment date. International orders reported missing/stolen must be reported within 21 days from shipment date. Any requests made outside of this timeframe have no guaranteed resolution.

Until a missing package has been returned to Skincalories or officially declared lost, we are unable to reship or refund the order.

We assess each report on a case by case basis. If the parcel is confirmed delivered with a Proof of Delivery (POD) or if a “Safe Place/Leave with Neighbour/Delivered with Consignees Authority” request is made with our courier directly, we are unable to issue a refund if these parcels are lost/stolen.

Any applicable taxes are applied to your full order (including shipping). This will be reflected by the total cost upon checkout.

Countries that are served by our local office will not be charged any border fees. For other destinations. you may be charged handling fees and taxes as your order passes through customs. Any charges on a parcel are the customer’s responsibility

Orders within the USA over $500 are shipped with signature required. Some international parcels may also require a signature upon delivery

We do not ship to China at this time. If you are shopping with us from China, please visit TMall.

We know there’s nothing worse than waiting! We recommend signing up for our email notifications for products that are out of stock. If you click the “Email Me When in Stock” button underneath the product you’re interested in, we’ll let you know as soon as it’s restocked!

*Please note that these notifications are unavailable during promotional periods. However, please check back regularly as we will be restocking on an on-going basis as normal.

Unfortunately, we do not offer product samples at this time!

For retailer or distribution inquiries, please fill out the contact form on our website and our service team will be happy to further assist!

Absolutely! For regimen/product related inquiries, please fill out the contact form on our website and our service team will be happy to further assist!

Patch tests are an easy way to help predict if you will have a negative initial reaction to a new product. It is recommended to perform a patch test before incorporating a new product into your routine. We have outlined a general method for conducting your own patch test based on the type of product.

The safety of our customers is a key priority, which is why we are committed to the prevention of the sale and distribution of counterfeit products or products sold through unauthorized retail channels.

Unfortunately, we are unable to verify the authenticity or integrity of any products or packaging that have not been purchased directly from DECIEM or one of our authorized retailers. For your safety and to achieve the intended benefits of our products and technologies, we strongly recommend only purchasing from authorized retailers or us directly. Our authorized network of retailers can be explored here

No, items purchased as a bundle or set must be returned in full in order to be eligible for a refund. Unfortunately, we cannot offer partial refunds for items returns from a set.

Unfortunately, we cannot consider your ideas at this point in time as per our content policy. However, from time to time, we do have competition where we invite customers to participate in the competition to create refreshing new content for our community.

Skincalories believes that active glowing skin begins with a happy heart. As part of our belief, we love to have the opportunity to keep you engaged and entertained whilst our products keeps your skin hydrated, youthful and happy.