FAQs – ProSkinClear

FAQs

WHAT IS MY ORDER PROCESS?

We process orders immediately, so you should expect shipping details in 1-3 business days. If you have any question, email us at info@proskinclear.com.

WILL I RECEIVE THE SAME PRODUCT AS SEEN IN PHOTO?

Yes. We make every possible effort to display the features of the items (color, textures...) as similar to reality as possible.

THE ITEM I WANT IS OUT OF STOCK, WHAT SHOULD I DO?

If an item is out of stock, we try to restock it as quickly as possible. Additionally, if you request so on the item page, we will send you an email when it is available, in the color and size you specify. If it is not possible to restock the item, we will remove it from the website.

HOW DO I CHANGE OR CANCEL MY ORDER?

Once the order has been confirmed it cannot be modified. However, while the order is still in our inventory you can cancel it in "MY ORDER" section in your account. If your order has already been shipped you can contact our Customer Service Department by calling or sending an email to info@proskinclear.com and ask for a cancellation and we will try to reach the courier before the order is delivered.

WHAT IS YOUR RETURN POLICY?

You will get a full refund if the product (not inclusive of free products) comes with quality issues, and we also offer you the option of changing it IF the mistake was quality. Items purchased from us are eligible for a full refund if returned within 15 days of purchase. Items must be returned unworn, unwashed, undamaged, unused, and with all original tags attached.

The return fee of 50% of total purchased amount will be deducted from your refund IF item is partially damaged. 

For hygiene reasons, tights, socks, earrings, headbands and other hair accessories (hairpins, elastics, scrunchies...) may not be returned or exchanged.

Once the refund is approved, you will receive the amount via the same payment method used to make your purchase.

Once your return is processed and your refund is issued, you will receive a refund confirmation email. Refunds can take several business days to reflect on your credit card account. This varies depending on your financial institution.

If the refund amount is incorrect, kindly contact our customer service department and we will rectify the issue as quickly as possible.

HOW CAN I BE SURE, MY ORDER HAS BEEN PLACED CORRECTLY?

Once the checkout process is completed, you will receive a confirmation email. If you do not receive it, contact our customer service department. And please ensure you check your junk and that you wait at least 15-20 minutes. If you received nothing, email us at info@proskinclear.com and one of our representatives will reach to you as soon as possible

CAN I CANCEL AN ITEM IN MY ORDER?

As long as you have not completed the entire checkout process, you can delete any item you wish from the shopping cart. Otherwise, you should cancel your order.

CAN I CANCEL MY ORDER?

Yes, in the Order History section of "My Account".

Note:

proskinclear.com reserves the right to refuse returns communicated or sent after the specified period, or items that are not in the same condition as when they were received.

WHAT IS INCLUDED IN MY PRICE?

Prices as shown in the shopping cart include the cost of the product. Once you reach the checkout, you will be able to see the sales taxes or local taxes and shipping costs if applicable.

WHICH PAYMENT METHOD CAN I USE TO MAKE MY PURCHASE?

THESE ARE THE PAYMENT OPTIONS ACCEPTED:

Visa, Mastercard, American Express, Discover, Dinners Club, JCB, CASH App and PayPal. We do not accept cash, checks or phone orders.

IS PAYING WITH MY BANK CARD VIA SHOPIFY SECURE?

Yes. The card information you provide is transmitted in encrypted form using the encryption protocol known as Secure Socket Layer (SSL) to protect your data. You can verify this by clicking on the padlock that appears in the address bar of your browser during the checkout process.

For credit card transactions, the security code number (CVV2) on the back of the card is required. You can only see it if you have physical access to the card, and it will not be saved on our website.

Additionally, we have anti-fraud systems which is provided by shopify.com to detect any illegal or improper use of credit cards.

proskinclear.com reserves the right to contact you to request more information in the event of any problems with payment.

Our online store is protected by the most-up-to date security firewalls to ensure all data is kept secure. We understand how important secure payment is on any online store, and our checkout process is as secure as it gets via host shopify.com, so you can be confident that any information you share here is completely safe.

WHERE CAN I SHIP MY ORDER?

To the work or home address you specify, though never to a post office box.

CAN THE DELIVERY COUNTRY BE DIFFERENT FROM WHERE THE PURCHASE WAS MADE?

No, the destination country must be the same as the country where the purchase was made.

WHAT COULD BE THE STATUS OF MY ORDER?

The various statuses that could apply to your order can be found in the "My account" section and are:

Approving: once your order has been completed, and while the information you have provided us is being processed.

Send: when the items have left our warehouse for the requested destination.

In transit: when the order is pending delivery by the carrier.

Delivered: final status indicating that the order has been delivered successfully.

Canceled: Cancellation may result from:

Any issue with banking, delivery address or any type of fraud.

After 3 unsuccessful attempts to deliver goods by the carrier to the indicated delivery address.

In the case of cancellations, the order amount will be refunded if any charges were made to your card.

WHAT IF I'M NOT AT THE ADDRESS INDICATED WHEN THE COURIER DELIVERS THE ORDER?

After a first delivery attempt, the courier will leave a confirmation note and will try to contact you to set a new delivery date. If you wish, you may also contact the courier after receiving said note. After another failed attempt, your order will be canceled and we will refund the amount.

HOW CAN I KNOW THE STATUS OF MY ORDER?

You can access the section "MY ORDER" in your account and find out the status of your order at any time. If you placed your order as a Guest, you can track your order by clicking on the link provided in the confirmation email we sent you. If you have any queries regarding your order status or delivery, you can contact our Customer Service Department by sending an email to info@proskinclear.com.

HOW CAN I TRACK MY ORDER?

Our courier will send you an email with the tracking number of your order once it has been shipped. With that tracking number you can know where your order is and when it will be delivered on real time.

HOW DO I RETURN AN ORDER?

You can access the "RETURNS" section in your account and choose the items you wish to return and the number of packages you will send us. Once you finish the return request process in our website you will receive the first email from us with instructions on how to proceed. Once your request has been approved, we will send you a second email with the courier labels. We offer you two options for returning your package, you can drop-off your package in a drop-off location or you can arrange a pick-up with the courier.

HOW WE I RECEIVE THE REFUND?

Once we have received and checked your items you will receive an email confirming your refund has been processed. We'll refund the price you purchased your items at, including sale items back to your original payment method. Please note that a return fee will be deducted from your refund.

HOW CAN I EXCHANGE MY ITEMS?

We don't offer an exchange for online orders. If you would like a different size or color, please return your unwanted item/s for a refund and place a new order.

WHAT DO I DO IF I HAVE AN ISSUE WITH MY ORDER OR WITH ONE OF THE ITEMS OF MY ORDER?

We want to fix these kinds of issues straight away. In the unlikely case that you have an issue with one of the items of your order, please contact our Customer Service Department by calling or sending an email to info@proskinclear.com providing the order number, item's reference number, and description of the issue you are experiencing.

PURCHASE AS A GUEST?

This website also allows purchases to be made using the "continue" as a guest feature. When using this purchase method, you will be asked only for the information that is essential for processing your order. Once the purchase process has been completed, you will be given the opportunity to register as a user or continue as an unregistered user. 

WHAT IS THE ELECTRONIC RECEIPT?

It is an electronic billing system that does away with sales receipts. From now on, all orders placed on the website or via APP will feature this new system, with the exception of orders with the Gift Receipt or Cash on Delivery options, which will continue to receive a printed receipt.

HOW DO I RETURN AN ITEM IF I DON'T HAVE A RECEIPT?

For in-store returns, you need only show the electronic ticket that you received with the Shipment Confirmation on the screen of your mobile phone, and the item that you want to return. You may also access the receipt through the web page. Just enter "My Account" and then go to the "Orders" section.

For Drop Off returns and home collection, you will need to select the return option via your account, and package the items you wish to return. You wont even need to print a receipt!

HOW CAN I EXCHANGE ITEMS WITHOUT A RECEIPT?

The same as with returns, you need only show the electronic receipt attached to the Order Confirmation on the screen of your mobile phone, and the item that you wish to exchange. It's that easy!

Shopping at info@proskinclear.com is really easy and also fun. And we do value your business.