Frequently Asked Questions

Orders

How do I place an order? Simply add your chosen items to your basket and follow the checkout steps. You'll receive an order confirmation email once your payment has been successfully processed.

Can I amend my order after placing it? Contact us as soon as possible at support@skinique.co.uk. If your order hasn't yet been dispatched, we'll do our best to amend it.

Can I cancel my order? Yes — see our Cancellation Policy for full details. In short, you can cancel free of charge before dispatch, and within 14 days of delivery under your statutory right to cancel.

I haven't received an order confirmation email. What should I do? Please check your spam or junk folder first. If it's not there, contact support@skinique.co.uk and we'll confirm your order status.

Do you offer gift wrapping? This isn't currently available, but let us know if it's something you'd like to see — we're always open to feedback.

Shipping

How much does shipping cost? Standard shipping is free. Express shipping costs £7.99.

How long does delivery take? Standard shipping takes 7–11 business days, and Express shipping takes 5–7 business days, both estimated from dispatch following 1–2 business days of order processing.

Do you ship outside the UK? Currently, we ship within the UK only.

What happens if I'm not home for delivery? Our courier will typically leave a card with redelivery or collection instructions, or leave the parcel in a safe place if you've provided delivery instructions at checkout.

Can I change my delivery address after ordering? Contact us immediately at support@skinique.co.uk. We can only amend the address if the order hasn't yet been dispatched.

Tracking

How do I track my order? You'll receive a tracking link by email once your order has been dispatched.

My tracking hasn't updated in a few days. Is that normal? Occasionally tracking updates can lag behind the parcel's actual location. If there's no update after several days, contact us and we'll investigate.

My order shows as delivered, but I haven't received it. Please check with neighbours and any safe places first. If you still can't locate it, contact support@skinique.co.uk within 48 hours so we can raise this with the courier.

Payments

What payment methods do you accept? We accept major debit and credit cards, along with other checkout options displayed at payment, processed securely through our payment provider.

Is my payment information secure? Yes. Payments are processed through a secure, encrypted checkout, and we never see or store your full card details.

Will I be charged in GBP? Yes, all prices are listed and charged in British pounds (GBP).

Why was my payment declined? This is usually due to your card issuer's fraud checks or incorrect card details. Please check your details and try again, or contact your bank if the issue continues.

Returns

What is your returns policy? We accept returns within 30 days of delivery, provided the item is unused, undamaged, and in its original packaging with hygiene seals intact.

How do I start a return? Email support@skinique.co.uk with your order number and reason for return, and we'll guide you through the process.

Who pays for return postage? Customers cover return postage unless the item is faulty, damaged, or incorrect, in which case we cover the cost.

Can I exchange an item instead of returning it? Yes, let us know when you contact us and we'll treat it as a return plus a new order, subject to stock availability.

Are all items returnable? Most items can be returned, except those marked "Final Sale" and any device with a broken hygiene seal, unless faulty.

Refunds

How long do refunds take? Once we've received and inspected your return, refunds are processed within 14 days to your original payment method.

Will I be refunded my original shipping cost? Original shipping costs are refunded only if the entire order is returned.

My refund hasn't arrived yet. What should I do? Refunds can take a few extra days to appear, depending on your bank. If it's been longer than 14 days since we confirmed your refund, contact us.

Warranty

Do your products come with a warranty? Yes, our LED devices are covered against manufacturing faults for 12 months from the date of purchase. See our Warranty Policy for full details.

What does the warranty not cover? The warranty doesn't cover damage from misuse, accidental damage, unauthorised repairs, or normal wear and tear.

How do I make a warranty claim? Email support@skinique.co.uk with your order number, a description of the fault, and photos or video where possible.

LED Therapy

What is LED light therapy? LED light therapy uses specific wavelengths of light as part of a skincare routine. Our devices are cosmetic products designed for general home use, not medical devices.

Will this get rid of wrinkles or acne? We can't make guarantees about specific results, as individual outcomes vary. Many customers include LED light therapy as one part of a broader skincare routine rather than a standalone solution.

How soon will I see results? Results vary between individuals, and we'd recommend consistent use over several weeks as part of your routine, rather than expecting immediate change.

Is this the same as treatments used in professional clinics? Our devices are designed for home use and are not equivalent to professional clinical equipment. We don't make direct comparisons to clinical treatments.

Safety

Is LED light therapy safe to use at home? When used as directed, LED light therapy masks are generally well tolerated by most people. Always follow the instructions provided with your specific product.

Can I use the mask every day? Please follow the usage guidance in your product's instruction manual, as recommended frequency can vary by model.

What should I do if I experience irritation? Stop use immediately and allow your skin to settle. If irritation continues, we'd recommend speaking to a pharmacist or doctor.

Is this product a medical device? No. Our LED masks are cosmetic devices intended for general skincare use, and are not intended to diagnose, treat, cure or prevent any medical condition.

Pregnancy

Can I use an LED mask while pregnant? We'd recommend speaking to your doctor before use if you are pregnant, as a precaution.

Is it safe to use while breastfeeding? As with pregnancy, we'd suggest checking with a healthcare professional first if you're breastfeeding and unsure.

Sensitive Skin

Is this suitable for sensitive skin? Many people with sensitive skin use LED devices without issue, but we'd always recommend patch-testing first and stopping use if you notice any irritation.

I have a skin condition. Can I still use this? If you have an existing skin condition, please consult a doctor or dermatologist before use to check it's suitable for you.

Charging & Battery

How do I charge my mask? Our masks are USB-rechargeable. Full charging instructions are included with your product.

How long does the battery last? Battery life varies by model and usage. Please refer to your product's instruction manual for specific details.

What do I do if my device won't charge? Check the cable and power source are working correctly first. If the issue continues, contact support@skinique.co.uk as this may be covered under warranty.

Usage

How do I use my LED mask correctly? Full usage instructions are included with every product. As a general guide, most people use their mask for around 10 minutes per session, a few times a week.

Can I wear makeup underneath? We recommend using the mask on clean, dry skin, free from makeup or other products, unless your manual states otherwise.

Can I use other skincare products alongside my LED mask? Generally, yes, though we'd recommend following the specific guidance in your product manual regarding what to apply before and after use.

Cleaning & Maintenance

How do I clean my LED mask? Wipe the mask gently with a soft, dry or slightly damp cloth after each use. Avoid submerging it in water or using harsh chemical cleaners.

How should I store my device? Store your mask in a cool, dry place, away from direct sunlight and out of reach of children.

How often should I replace my device? With proper care, LED devices are designed to last for regular use over time. If you notice reduced performance, contact us and we'll advise further.

Results

Are results guaranteed? No — we don't guarantee specific results, as individual outcomes vary depending on skin type, consistency of use, and overall skincare routine.

What can I realistically expect? We'd encourage viewing LED light therapy as a supportive part of your overall skincare routine, rather than a standalone solution with guaranteed outcomes.

Contraindications

Who should avoid using an LED mask? We'd recommend speaking to a doctor before use if you are pregnant, have epilepsy, have a photosensitive skin condition, use a pacemaker or other medical device, or have any concerns about your suitability for use.

Can children use LED masks? Our products are designed for adult use and are not intended for children.

Storage

Can I take my LED mask when travelling? Yes, provided it's packed carefully and the battery is within any relevant travel restrictions for your airline.

Privacy

How is my personal data used? We only use your data to process orders, provide support, and — where you've opted in — send marketing communications. See our Privacy Policy for full details.

Can I request my data be deleted? Yes, you can request access to, correction of, or deletion of your data at any time by emailing support@skinique.co.uk.

Discount Codes

How do I use a discount code? Enter your code in the designated box at checkout before completing payment. Discounts will be applied automatically if the code is valid.

Why isn't my discount code working? Please check the code hasn't expired and meets any minimum spend requirements. If it still doesn't work, contact us for help.

Can I use more than one discount code at a time? Generally, only one discount code can be applied per order, unless otherwise stated.

Gift Cards

Do you sell gift cards? If available, gift cards can be purchased directly through our store and redeemed at checkout.

Do gift cards expire? Please refer to the terms provided at the time of purchase for specific expiry details.

Technical Issues

I'm having trouble placing an order on the website. Try refreshing the page or using a different browser or device. If the issue continues, contact support@skinique.co.uk and we'll help directly.

The website isn't displaying correctly on my phone. Please let us know the device and browser you're using at support@skinique.co.uk so we can look into it.

Still have a question? Email us at support@skinique.co.uk — we're happy to help.