Frequently Asked Questions

Orders

Place your product in your digital shopping cart by clicking on the blue button ‘add to shopping cart’. Then go to checkout, login with your account, fill out your information and proceed to payment.
When a product is not (yet) available, you can leave your e-mail at the page of said product. As soon as the product is available (again), we’ll notify you.
Always look in your spam folder, for the confirmation might have ended up there. Is there no money debited from your account? Then the payment wasn’t successful. In this case you can place your order again. Does none of this apply? Then please contact our customer service.
Unfortunately it is not possible to make any changes to your order once you’ve placed it. Of cause you can (partially) return your order after receiving it.
Did you order something, but filled out the wrong address and have you not received a shipping confirmation? Just let our customer service. Then we’ll check if we can still change the address of the shipment. If you’ve moved, you can easily change your address in your Skins account.
Did you receive an article that you did not order? Please contact us at [email protected] and let us know what product(s) you wrongfully received..
Yes, this is possible by adding an address.
We do not automatically include an invoice with your order. Do you want to receive an invoice? Please contact us at [email protected]
As soon as PostNL received the order, you’ll receive an e-mail containing a Track & Trace code with which you can track your order.
Through the shopping cart you can check the option ‘wrap as a present’, after which you have the option to include a personal message. Note: products from our Archives cannot be gift wrapped.
Shipping costs with PostNL are € 4 per order. Orders over € 50 are sent free of charge within the Netherlands. Sample Set shipping costs are € 2,20 for 1 set with a maximum of € 4 for 2 or more sets. Below you’ll find an overview of shipping costs for international delivery.
Area: Free delivery from: Shipping costs:
The Netherlands mailbox € 50 € 2.20
The Netherlands package € 50 € 4
Within EU Zone 1 € 65 € 10
Within EU Zone 2 € 150 € 15
Within EU Zone 3 € 150 € 20
Within EU Zone 4 € 150 € 25

Payment

At Skins Cosmetics you can pay using iDeal, PayPal, Alipay, your credit card or with a Skins Cosmetics Giftcard.
The only giftcard you can use to pay with is the Skins Cosmetics Giftcard. It is not possible to return the Skins Giftcard.
All credit card payments go through a payment check. Unfortunately we cannot share the reason of decline with you. Of course, we believe in your good intentions, but we have to keep our methods of checking private.
If your credit card payment is rejected, your order is automatically canceled and the reservation expires within 3 working days. Do you still want to receive your order? Place it again and use a different payment method.

Returns & Refunds

This can easily be done by registering the product through your account. After you’ve done this, send an e-mail to [email protected], naming the return product. Then we’ll send you an e-mail with the business reply number to which you can return your order free of cost. With this reply number you can deliver your order at a PostNL location point.
When dropping off your return, you’ll receive a proof of shipment with a PostNL Track & Trace code. We advise you to keep this proof well, until you’ve received the order amount.
If you cancel the agreement, you will receive all payments you have made up to that time, including shipping costs (with the exception of any additional costs resulting from your choice of a different method of delivery than the cheapest standard delivery offered by us), within 14 days after we have been informed of your decision to withdraw from the agreement. We will refund you with the same payment method with which you made the original transaction, unless you have explicitly agreed otherwise.*

We may withhold reimbursement until we have received the products back or until you have demonstrated that you have returned the goods, whichever comes first. You must keep the return receipt until the purchase amount has been refunded.

Money refund based on payment method:
  • Paid with iDeal, credit card or PayPal: the purchase amount will be refunded to your bank account as soon as possible and no later than 14 days.
  • Paid with a Skins Gift Card (possibly partially): you will receive this amount back in the form of the same gift voucher as you paid with. Any remaining purchase amount will be refunded to the relevant bank account.
That’s correct. We’ll send you a business reply number as soon as you registered your return.
Of course you can always return a shipment to one of our branches *. Products from our Archives range cannot be returned. When returning the entire shipment, you can choose on the spot whether you want to receive the shipping costs back as a voucher or according to the payment method of the purchase.
* with the exception of the Skins Cosmetics shop in the Bijenkorf The Hague.
To return a product, it must meet the following conditions: the product must be unopened and unused. The product may also not come from our Archives.

My Account

To register with Skins Cosmetics you can enter your details under: "I am a new customer".
To sign up for our newsletter, you can leave your email address on this page .
At the bottom of every received newsletter there is a link where you can unsubscribe. Scroll all the way down to click on the link.
Do you already have an account? If not, create an account first. Have you forgotten your password? Then reset it. Do you not receive a password by email? Please contact us at [email protected]
You can change your e-mail address in your personal account by clicking "change" at "my details".
You can change your password in your personal account by clicking "change" at "my details".
To delete your account, please contact [email protected]

Shipping & Delivery

For letterbox packages, like our sample sets, our orders are delivered between 2-8 business days. You can also choose to send the sample set as a normal package, in which case the following delivery time is applicable.

For standard packages through PostNL: on business days before 2 PM, delivered the next day. That means after Friday 2 PM, orders will be delivered on Tuesday.
You will receive a Track & Trace code to find more information about the delivery, with the exception of a letterbox package.
It is possible to have an order delivered to a pickup point. For delivery method, choose a pick-up point at your desk.
It is possible to have an order delivered to one of our stores, with the exception of sample sets. You can select this option in the delivery method. Do take 5 working days into account.
It is possible to have an order delivered abroad. We ship to the following countries:

EU zone 1: Belgium, Denmark (excluding Faroe Islands and Greenland), Germany, Italy (excluding San Marino and Vatican City), Luxembourg, Austria, United Kingdom (excluding Gibraltar and Channel Islands)
EU zone 2: France (incl. Corsica and Monaco), Spain, Sweden
EU zone 3: Hungary, Poland, Slovenia, Czech Republic
EU zone 4: Bulgaria, Estonia, Finland, Greece, Ireland, Latvia, Lithuania, Norway, Portugal, Romania, Switzerland
If you are not at home, PostNL will deliver the package to the neighbors or to a PostNL point in the area. You will receive a card from PostNL with a "non-home code". With this code you can see on the Track & Trace where the package can be picked up. The package remains at the PostNL point for a week and is then returned to the sender.
If you have received an item that you have not ordered, it is best to contact us at [email protected]
Always check the packing slip with the number, if the product is not listed here, it is probably out of stock. Contact us at [email protected]
Did you receive a damaged package? Send an email to [email protected]

Sample Service pakket & Voucher code

Take the following steps to order a Sample Set:
  1. Go to the perfume you would like to receive a sample from and select "Add sample". You will then see an overview with the selected samples in your sample box. By going back to other perfumes of your choice, you can add four more samples.
  2. Once you have chosen five samples, you can add the sample box to your shopping cart. Choose "add to shopping cart" Is the option not listed? Then the sample is unfortunately not available.
The Sample Set is delivered as a letterbox package, so you don't have to stay at home for it. A package is generally delivered within 2-8 working days. You can also choose for a standard package of € 4, in which case the delivery will be faster, just like our standard delivery.
Sometimes it happens that samples come under vacuum after filling, to fix this, after removing the protective cap, you can very carefully remove the top of the tube by removing the atomizing part of the tube. You can do this by holding the tube straight and pulling the nozzle at an angle. When air is added again, you can click the atomizer back on, after spraying again a few times, the sample will work again.
We will send you the voucher code that you receive with the Sample Set by email.
You must exchange the voucher within three months from the date we email it to you. The voucher is not redeemable for the archives, sample sets, skins boxes, gift cards, and masterclasses.
You can enter your voucher code at checkout in your shopping cart and at the checkout.
You can redeem your voucher code in our webshop or in a branch of Skins Cosmetics.

Giftcards

You can buy a giftcard in our webshop. Here you can choose from different amounts: 25, 40, 50, 70 or 100 euros. You can also buy a gift card from our physical stores. There you can also choose other amounts. It is not possible to return the Skins Giftcard.
During checkout you can choose "pay with the Skins Giftcard" in step 2. As soon as you have checked all data and agree to the conditions, you can choose to pay. We will then refer you to the payment site. Here you can enter the code and the security code. If there is an amount left, you can pay it with one of the other payment options.
The only giftcard we offer is the Skins Cosmetics Giftcard.
See the explanation at "How can I redeem my gift card?" Does it contain an amount? Do not enter this in the voucher code. Please contact [email protected]
The giftcard is valid indefinitely and can be exchanged at any time.
You can send an email to [email protected] with your order number or proof of purchase with the information where and when the Skins Giftcard was obtained. This way we can find out the balance of the card.

Business / B2B

Would you like to get in touch with us for business? Then click This page.

Viewed