Please read the following answers before you email us.  If you cannot find answers to your question, please email us.

I forgot my password?

If you've forgotten your password, please go to [Log in] link on the top right of the page to go to the Account login page and insert your email address under the [Reset Password / Forgot Password] section on the bottom.  If you find any difficulties, please send email to us: info@skin18.com with your registered mail and we will reset a new password immediately.


Can I make changes to my order?

You can make changes to your order before payment.  Once payment is made you can also make changes to your order, our sales team is standing by 24/7 to serve you and we will try our best to reply to your email within 12-24 hours.  We do not suggest any payment changes after you make payment for your order because there will be a 10% service charge from the digital transaction fee from credit card companies / bank. 


I just placed my order and paid by mistake, can I cancel my order immediately?

Once payment is made, you can also cancel or refund your order to make a new one. However, we do not suggest any changes after you make the payment because there will be a 10% service charge from the digital transaction fee from credit card companies / bank. Please reconsider before your refund. We are always here to help to make changes to your order; our sales representative is very flexible and willing to help. As long as we do not have to go through the payment gateway, we will not charge any extra.

How do i pay? 

How can I track my package?

Once an order has shipped out, we will send you a Shipping Confirmation email that includes your tracking number. Use the tracking no. to trace on the website of shipping company.  

Why have i not received an order confirmation?

Some e-mail services incorrectly flag automated messages from our servers as spam - if you don't receive anything, please check your spam folders first.
You may also accidentally have provided an incorrect e-mail address - in this case please send an email to us: info@skin18.com.

My order has not arrived yet, what should I do?

If your order has not arrived by the estimated delivery date (please allow at least 6-17 business days for process which exclude any weekends), we're here to help. From experience, some package had arrived in location after 2 months just because they get stuck in custom for careful checking purposes which skin18 or customer cannot control, so please be patient with us - we never lie about sending out packages. Before getting in contact with us, please try to check:

  1. Tracking number - check on the link - http://www.skin18.com/pages/shipping-information
  2. Checking if you have an attempted delivery card from one of our carriers. Your parcel may be awaiting collection at a local Post Office or delivery depot, or you may need to arrange redelivery.
  3. The driver may have left your parcel somewhere safe such as your porch if it showed the parcel already delivered on website. You also can check with your neighbors to see if they have accepted the parcel for you.

If you still can't find your parcel, please email us and quote your order number. We'll reply within 12 hours and do our best to locate your parcel straightaway.

What country does SKIN18 serves?

We serve all countries with special request but please expect some delivery charge in special case. We have warehouse in Hong Kong, China and the US; our main customers are based in these countries. If your country is excluded from our main focus list, we will sure customize our package to send it to you with the nearest countries to save shipping cost. Find detailed information here.

What are the delivery charges for orders from SKIN18?

Worldwide: Free Shipping worldwide with purchase over US$40 and there will be a different charge table from from US$3 to US$55 according to the weight of products you selected. Find detailed information here.
In Hong Kong: Free Shipping in Hong Kong with purchase over US$15 and there will be a flat rate charge of US$2 per shipping below this purchasing amount. Find detailed information here.

Which payment methods are accepted in the Online Shop?

We accept payment by credit card (VISA / MasterCard / AMERICAN EXPRESS / JCB / Diner's Club International), PayPal, Google Wallet, Bank Deposit to the US Bank Account (First Century Bank) or Western Union Worldwide transfer.

How long will delivery take?

The estimation dates serves as a rough guide from 6-17 business days (excluding weekends and public holidays), more exact shipping times for your country can only be giving out by experience. Please note that there may be delays on rare occasions or in remote areas. Find detailed information here.

How secure is shopping in the Online Shop? Is my data protected?

Your data will be handled confidentially and encrypted with SSL (Secure-Socket-Layer) secure server software. The encrypted information of your order, your name, address, credit card or bank details cannot be read by any third party. Credit card payments will also be verified through PayPal secure procedure or Skrill secure procedure.

What exactly happens after ordering?

After ordering you will promptly receive an order confirmation via e-mail. After the order has been processed in our database, the package will leave our warehouse on the same day, or, at the latest, the following work day. Orders are sent out on the day or a day after we receive the payment.

Do I receive an invoice for my order?